Warranty Policy
We work hard to develop refined aesthetic equipment for our clients. We understand the difficulty and time cost of selecting the right beauty equipment to transform your beauty business. Working to help you cut the sunk cost of selecting the perfectly matched equipment, our aesthetic equipment series is of the highest quality, offering superior performance and reliability, suitable for commercial and personal use.
Warranty summary: 36‑month support from delivery; parts & shipping free in the first 3 months, thereafter parts and shipping may be billed; see full terms below.
Overview of Our Guarantees:
All of your professional aesthetic equipment comes with a 3-year warranty, starting from the date of delivery (referred to as the "Warranty"). This covers the equipment for 36 months from the delivery date.
Additionally, your equipment is protected by a shipping damage guarantee, known as the "Damage Protection Guarantee," which ensures coverage for any damage that may occur during transit.
Exclusions:
Consumables like aesthetic gels, liquids, cartridges, or tips are excluded from Warranty coverage.
Please note that Handles of our aesthetic machines are also not included in the Warranty.
Our aesthetic equipment is covered by a 36-month warranty, starting from the delivery date.
For further information, feel free to contact Sierra Refine at info@sierrarefine.com.
Damage Protection Guarantee Terms:
Please note that some machines may be heavy and require more than one person to unpack and set up safely.
A clear unboxing video is preferred. If unavailable, we also accept carrier damage reports and time‑stamped photos/videos that reasonably prove in‑transit damage.
The Damage Protection Guarantee Will Only Be Valid if All of the Following Conditions Are Met:
1) The machine was delivered and is either non-functional, malfunctioning, or broken in a way that affects its performance. This also applies if you receive an incorrect product (substantially different from the description and images).
2) The damage does not involve minor cosmetic issues or the condition of the logistics packaging box.
3) Any logistics-related damage must be reported to Sierra Refine in writing at info@sierrarefine.com within seven calendar days of delivery.
4) The buyer must provide clear video evidence of the initial unpacking process. The video should be sent via info@sierrarefine.com. Please note that videos of a re-unpacking process are accepted, as our technicians are familiar with the original packaging, and any repacking or reopening will be easily identified and ineffective.
5) If Sierra Refine tech support requests it, the buyer must take a brief video call to inspect the machine.
6) Sierra Refine’s tech support must determine, based on the clear video of the initial unpacking provided by the client, that the damage affects the machine’s functionality or involves significant cosmetic damage and that the damage was not caused by the unpacking process.
7) None of the "EXCEPTIONS TO DAMAGE PROTECTION GUARANTEE" apply.
If ALL 7 of the above conditions are met, Sierra Refine will provide a free return shipping label to return the damaged item and send you an exact replacement of the same machine, completely FREE of charge.
This Guarantee is subject to Sierra Refine's approval. If, based on the evidence provided by the buyer, the machine is determined to be functional, or the damage is minimal (such as a small paint chip) or easily fixable, the machine will not be replaced.
The Damage Protection Guarantee does not offer any refund. Only a free replacement machine will be provided. If you wish to return an unused machine for a refund, you can apply here: Refund and Return Policy. In this case, you will be responsible for the return shipping costs, and only the product cost will be refunded. Shipping, handling, and inspection fees will be deducted from your refund. For full details, refer to our Refund Policy: Refund and Return Policy.
Exceptions to Damage Protection Guarantee:
The Damage Protection Guarantee does not cover any of the following:
1) Physical damage caused by improper unpacking, such as friction marks from the box edges, the floor, or other rough surfaces.
2) Misuse of the product (e.g., inserting the wrong liquid into the machine or dropping the product).
3) Your failure or refusal to provide a test video when requested by Sierra Refine technical support. These test videos are necessary to verify the functionality issues, and you must cooperate and provide all requested videos.
4) Damages reported without physical evidence (your verbal description or statements alone are not considered valid evidence).
5) Minor cosmetic damages that do not affect the machine's functionality.
6) Dissatisfaction with results after using the product.
7) Damages to the outer logistics packaging box, even if the box shows significant damage, such as an open latch or a broken wheel. (The box is not covered by our guarantee).
8) Quality issues reported more than 7 days after delivery. (Please refer to our Warranty Terms outlined below).
9) Any damage-related issues not reported in writing via email.
Warranty Terms:
The Warranty applies solely to the buyer who purchased from SierraRefine.com. It is not transferable unless Sierra Refine’s legal team approves the transfer in writing.
The 3-year Warranty period starts from the date of delivery.
The Warranty includes remote technical support, thoroughly analyzing any issues, and communicating with our technicians via Zoom or FaceTime. We will also provide instructional videos to guide you in replacing parts, eliminating the need to send the machine for repair.
The Warranty does not cover normal wear and tear, accessories, or parts such as tips, handpieces, or similar items. Any damage resulting from improper use will void the Warranty.
During the first 3 months of the Warranty, we will provide free replacement parts necessary to resolve any issues.
Sierra Refine is not responsible for revenue loss due to downtime for repairs, replacements, or shipping.
The Warranty covers the sourcing of necessary replacement parts and advice and instructional videos on installing them. However, the customer is responsible for all shipping costs. After the first 3 months, the customer will also be responsible for the cost of replacement parts.
If a replacement machine is issued, the customer is responsible for shipping costs, and the Warranty period remains unchanged from the original purchase date.
Exceptions to Warranty:
The above guarantees will be void if any of the following conditions apply:
1) Failure to provide evidence or information proving that the issue must be addressed. Evidence or information is specifically defined as what Sierra Refine's technical support team requests.
2) Failure to follow the usage instructions (manual and video instructions) or product misuse.
3) Failure to participate in a free Zoom video conference with Sierra Refine's training staff if Sierra Refine's technical team determines that the equipment is being used incorrectly.
4) Dissatisfaction with the results achieved from using the product.
5) Failure or refusal to provide requested evidence of the defect or damage claimed (e.g., failure to provide a requested video for review by Sierra Refine's technical support).
6) Any alterations made to the product by the buyer.
7) Accidental damage (e.g., damage from an earthquake or dropping the product).
8) Impact from foreign objects or the use of harmful chemicals.
9) Normal wear and tear of the equipment.
10) Initiating a bank chargeback related to your order will void the Warranty.
Support After the Warranty:
Sierra Refine will still provide technical and related support after the Warranty period. Depending on the nature of the support needed, some services may cost the buyer. Sierra Refine will always provide necessary replacement parts.
Notice Regarding Submission of Videos:
We recommend using the free online email service for larger video files. Please enter info@sierrarefine.com as the recipient.