Solbasium products* are guaranteed against manufacturing defects for the Warranty** period of the product.
Solbasium takes pride in producing the highest quality items that surpass all client expectations with regards to product life span and overall quality. In the event that your Solbasium product genuinely fails because of a defect** in the materials or workmanship, we will fix or replace the item at our discretion for nothing out of your pocket.
The Solbasium warranty does not cover the following:
- Damages caused by normal wear and tear*** (i.e., cosmetic wear etc)
- Damages resulting from improper use or care (i.e., outdoor storage in a damp environment, faulty installation, over voltage, accidental damage, excessive heat damage, misuse or abuse.)
- Cosmetic damages that do not affect the functionality of the product
In the event, your item qualifies under our warranty, just send us an email at firstname.lastname@example.org, and we will reach out within 1 – 2 business days. Please be sure to send us photos of the defect or issue with your order number included and proof of the original purchase. Upon receiving your claim, we will address the request and send further instructions.
Please be aware that it is the customer’s responsibility to send the product to Solbasium HQ to begin the warranty process once we authorize your claim. All warranty claims must be received at Solbasiums facility within 21 days of our claims department authorizing your request.
Solbasium is not responsible for items lost in transit or damaged during the return shipping process. We recommend choosing a shipping service that offers real-time tracking and insurance such as DHL, AU Post, USPS, UPS or FedEx. For all orders customers must ship the defective item to one of our facilities in Australia or the United States.
The Solbasium warranty is non-transferable and only applies to the original purchaser or the recipient of the item as a gift.
*Solbasium Products – Solbasium products refers to our Red Light Therapy products and S1 percussion massager. Accessories such as attachments for the S1 massager are excluded from the 1 year warranty and carry a warranty of 45 days.
**Warranty – This term refers to the warranty of the product, and it’s materials. The warranty for our red light therapy products is 4 years. The warranty for our percussion massagers is 1 year. Please note that while we only use the very the best materials in manufacturing our products, all materials and equipment degrade over time due to general use and exposure to the elements. A product’s actual “lifetime” is directly related to how the item is cared for and use, not necessarily its age.
**Defect – A defect exists if a new item is received from Solbasium that does not operate or appear as it was intended to. Defective items (LEDs, buttons, batteries etc.) or workmanship (frames, molds etc.) are absolutely covered by our warranty.
***Wear and Tear – Wear and tear refers to damage that naturally and inevitably occurs as a result of regular use. This type of damage is not considered a defect but regular use.
If your item qualifies under our warranty, please email us at email@example.com.
THIS WARRANTY EXCLUDES:
(a) damage caused by accident, abuse, mishandling, or transport;
(b) units subjected to unauthorized repair;
(c) units not used in accordance with Solbasium care instructions;
(d) damage exceeding the cost of the product;
(e) deterioration of the delivered product resulting from abnormal storage and/or safeguarding conditions on the client’s premises, and
(f) failure to provide the dated proof of purchase from an authorized retailer
(g) units subjected to natural battery life depletion
(h) accessories such as attachments
(I) Reduced light output from LEDs. LED’s, like all artificial light sources, fade over time and are not covered under warranty unless a defect in the material or workmanship is found which is extremely rare due to our high quality standards.
Some states and countries do not allow a limitation of damages, so the foregoing limitation may not apply to you. This warranty guarantees specific legal rights, and other rights may vary from country to country and from state to state. This warranty service is available through the operating policies and procedures of Solbasium. If you are a client, please contact the appropriate Solbasium business entity, dealer or retailer, from whom you directly purchased the product for warranty and return authorization procedures. This warranty is initiated and executed by Solbasium.
If your Solbasium product is not working properly, we will fix or replace it. Each case will be assessed on a case by case basis, and we will make sure you’re back up and running as quickly as possible.
Solbasium will assess each warranty claim on a case by case basis. Resolution of warranty claims may include but are not limited to: shipment of a replacement part or parts, phone or email support to troubleshoot the product, or replacement of the product with a new or refurbished unit. Solbasium will continue to honour the warranty on the replacement product. Any and all customer damage to a Solbasium product is not covered under warranty. This includes breakage/damage from dropping, misuse or tampering with/opening the Solbasium product without prior authorisation.
Warranty valid only to original purchaser if item purchased directly from www.solbasium.com or authorised re-seller and is non-transferable.
Solbasium maintains two warranty return centers located in Australia and the United States.