Warranty FAQs

WHO PAYS FOR SHIPPING COST?

All shipping to Warranty must be pre-paid and insured. EIGENSKIN will not be liable for lost in-bound packages. Products repaired or replaced under warranty will be shipped back to you free of charge. Please note that warranty turnaround time is currently approximately 3 weeks, but may vary by location. Our policy requires that products accepted for repair be clean and include the original packaging and parts. 

WHAT DOES MATERIAL, COMPONENT, AND WORKMANSHIP DEFECT MEAN?

Defects in materials, components, or workmanship are covered for one year from the date of purchase. Damage due to normal wear and tear such as abrasion, UV degradation, misuse or neglect is not covered under our warranty policy (as further discussed below).

WHAT IS SPECIFICALLY COVERED?

The products eligible for the one year warranty are covered to the original owner, for one year from the purchase date of the product. Please use your judgment when assessing whether your product is likely to be covered under the warranty policy. 

WHAT IS NOT COVERED?

This warranty does not cover normal wear and tear or the natural breakdown of colors and materials over extended time and use. “Normal wear and tear” generally means the wear and tear caused by the expected use of the massager. There are a few factors that determine the end of “product life”, including the following:

(1) Nylon housing and axles are discolored, degraded, abraded or worn down;

(2) Electropolished rollers are oxidized or show chemical surface weathering and mechanical abrasion.

(2) If a major component fails due to extended use we may deem the product to have met its full life cycle.