Overview
I. Key Policy Explanation
- Customized production
- All equipment is produced according to orders. Once the equipment is activated, it will be automatically linked to the individual health account.
- Orders will be shipped within 15-30 working days after receipt (production progress can be checked via email)
- 100% address confirmation before shipment
- 3 days before shipment, a “final confirmation email” will be sent requesting:
- ✓ Verify the receiving address ✓ Confirm product specifications ✓ Agree to cross-border transportation terms
- Failure to reply within 48 hours will be regarded as accepting the default address
- Special Clauses for Cross-border Logistics
- Full logistics tracking service is available after shipment.
- Due to the cross-border customs clearance characteristics of medical devices, returns cannot be accepted without valid reasons after shipment.
- The customs duties and clearance fees arising from international transportation in China shall be borne by the customer.
二、Refund applicable circumstances
| Situation | Solution | Time limit requirement |
|---|---|---|
| Failed to change the shipping address before shipment. | Full refund | 72 hours before production completion |
| Severe damage during transportation (>30%) | Free replacement of new device (requires logistics injury report) | Provide evidence within 24 hours after signing. |
| Core function failure of the equipment | Free repair/ replacement of parts during the warranty period | Report within 30 days after activation |
三、Cases where refunds are not applicable
1. Due to the customer providing an incorrect address, the shipment was returned/lost.
2. The outer box was intact at the time of delivery, but later it was claimed to be damaged.
3. Individual perception differences (such as “the outcome does not meet expectations”).
4. The local voltage does not match (product specification: 220V/50Hz).
四、Special Protection Service
To overcome the limitation of no returns, we offer:
Before shipment: Free 3 times address modification permission
Upon delivery: Recording the unpacking video can earn a $20 maintenance coupon
During use: Lifetime free remote medical troubleshooting guidance