Our Commitment to Quality
At Vioravia LLC, we pride ourselves on providing high-quality, reliable, and high-performance beauty equipment for both commercial and personal use. We understand that your purchase is an investment, and we are committed to protecting it.
This policy outlines our 3-Year Limited Warranty and our 7-Day Shipping Damage Guarantee. Please review the details below carefully. For any questions, please contact our support team at support@vioravia.com.
1. Guarantees Overview
- 3-Year Limited Warranty: Your professional beauty machine(s) are covered by a 3-year (36-month) limited warranty (the “Warranty”). The warranty period begins on the date your machine is delivered.
- 7-Day Shipping Damage Guarantee: Your machine(s) are also protected by a 7-day guarantee against damage that may occur during transit (the “Damage Guarantee”).
General Exceptions:
- The Warranty does not cover consumable or disposable items, such as gels, liquids, cartridges, tips, or similar items.
- Handheld devices are not covered by the 3-Year Warranty but are covered by the 7-Day Shipping Damage Guarantee.
- Machines sold for under $500 are covered by a 6-month limited warranty from the date of delivery.
2. 7-Day Shipping Damage Guarantee
To ensure your product arrives in perfect condition, please inspect the package upon delivery and report any significant damage to the carrier if possible.
A. How to Report Shipping Damage:
To file a claim under the Damage Guarantee, you must meet the following conditions:
- Report in Time: You must report the issue to Vioravia LLC in writing by emailing support@vioravia.com within 7 calendar days of the delivery date.
- Provide Evidence: Your report must include clear evidence of the damage. This can include:
- Photos: Clear pictures of the damaged packaging (before opening) and the damaged product itself from multiple angles.
- Video (Strongly Recommended): A video of you unboxing the product is the most effective way to document the issue and will significantly speed up your claim. Please see our video guidelines below.
- Describe the Issue: A detailed description of the damage and how it affects the machine’s functionality.
B. Unboxing Video Guidelines (Strongly Recommended):
An unboxing video is the best evidence for a shipping damage claim. For a video to be helpful, please ensure:
- It is filmed in a well-lit area.
- It clearly shows the shipping label with the tracking number.
- It shows all sides of the box to document its pre-opening condition.
- The unboxing process is recorded without major interruptions.
- The product and any damage are clearly shown from multiple angles.
- Videos can be sent to support@vioravia.com. For large files, we recommend using a free service like
wetransfer.com.
C. Resolution for Approved Claims:
If your claim is approved by our support team, we will:
- Provide a pre-paid return shipping label for you to send back the damaged or incorrect unit (for addresses within the continental USA only).
- Ship a brand-new replacement of the same model to you, completely free of charge, once the original unit is received and inspected.
Please Note:
- This guarantee covers functional damage, major cosmetic defects, or receiving the wrong product. It does not cover minor blemishes that do not affect performance or damage to the outer shipping box only.
- The standard resolution is a replacement. If you wish to return an unused, damaged item for a refund instead, your request will be processed according to our main Refund Policy, which can be found at Refund Policy.
3. 3-Year Limited Warranty
The Warranty applies to the original purchaser of the product from vioravia.com and is non-transferable.
A. What the Warranty Covers:
The Warranty covers defects in materials and workmanship under normal use. Our commitment is as follows:
- First 12 Months (Full Warranty):
- We provide necessary replacement parts for any covered issues at no cost.
- We offer free remote technical support (e.g., email, video call) to diagnose issues and provide instructions for part replacement.
- The customer is responsible for the cost of shipping the machine/part to Vioravia for repair. Vioravia will cover the cost of shipping the repaired unit/new part back to the customer.
- Months 13-36 (Limited Warranty):
- We continue to provide necessary replacement parts for any covered issues at no cost.
- We continue to offer free remote technical support.
- The customer is responsible for all shipping costs (both to and from Vioravia) and any labor costs if on-site repair were required.
B. What the Warranty Does NOT Cover (Exclusions):
This Warranty is voided if the issue results from:
- Normal wear and tear, or damage to consumable parts (e.g., tips, handpieces).
- Accidental damage, misuse, abuse, or improper operation (e.g., dropping the unit, using incorrect liquids).
- Any alteration, modification, or repair attempt by anyone not authorized by Vioravia LLC.
- Failure to follow the operating instructions provided in the user manual.
- Cosmetic damage that does not impact the functionality of the device.
- Failure to cooperate with our technical support team in providing requested information, photos, or videos to diagnose the problem.
Vioravia LLC is not responsible for any loss of revenue due to downtime required for repairs or shipping.
4. Post-Warranty Support
Even after your warranty expires, we are here to help. Vioravia LLC will continue to provide technical support and access to necessary replacement parts for the lifetime of your product. Please note that post-warranty support and parts may incur a fee.
For all warranty and support inquiries, please contact us at:
Vioravia LLC Customer Support Email: support@vioravia.com
