Return and Refund Policy

Return and Refund Policy:
I. Scope of Application and Legal Basis
All return and refund actions must strictly adhere to a three-stage compliance process: "Communicate First, Verify Next, Resolve Last." We do not accept unilateral return requests or "no-reason" returns/exchanges where the mandatory preliminary communication obligation has not been fulfilled. The provisions of this policy take precedence over the general rules of the platform; in the event of a conflict with local regulations, the stricter standard shall apply.

 

II. "Communication and Confirmation" as a Mandatory Prerequisite
• Before initiating a return, users must submit a complete return request via the official CordataCare Customer Service channels (+852 6452 3980 / service@iplhairfree.com). This request must include: the Order Number, SN Code, and the specific Reason for Return (reasons must be detailed and specific—e.g., "Outer packaging damaged but device intact," "Model does not match order"—and must *not* use vague statements such as "I don't like it" or "I don't need it");
• Our Customer Service Team will respond within 2 hours to initiate a dual-track review process involving both AI and human agents: AI performs an initial screening of the order status, warranty validity, and service history; simultaneously, a human specialist will contact the user to guide them through a three-part visual verification process:

1. A high-resolution photograph of the entire device (front view), clearly displaying the SN Code and manufacturing date label, and showing no visible scratches, dents, or signs of liquid exposure;
2. A panoramic photograph of the original factory-sealed packaging box, demonstrating the integrity of the security seals, the presence of the anti-counterfeit label, and the absence of dents on the shipping surfaces;
3. A photograph of all physical accessories laid out for inspection (the power adapter, user manual, certificate of conformity, and warranty card must all be visible in the frame with legible information);
4. All images must be uploaded via the App or sent via email to the designated address (retaining original EXIF ​​metadata). Once a Customer Service Engineer has cross-referenced these images against factory records, logistics delivery confirmation images, and the quality control database, a "Return Eligibility Confirmation Letter" (in PDF format, containing a unique verification code) will be issued. Without this confirmation letter, any returned package will be refused upon receipt, and the refund process will not be initiated.

 

III. Criteria for Determining Product Condition and Scope of Liability"Undamaged Product" is defined as follows: the device successfully passes all items in its power-on self-test (LED indicators function normally; the touchscreen is responsive; and there are no abnormal noises, signs of overheating, or fluid leakage); the casing exhibits no structural damage (scratches with a depth of less than 0.1mm and a length of less than 5mm are excluded); the optical window is free of cracks or fogging; and all ports show no signs of physical deformation.
1. Packaging Integrity refers to the following: the original manufacturer's corrugated cardboard box shows no puncture damage; the protective foam cushioning is neither collapsed nor displaced; and the moisture-proof aluminum foil bag remains securely sealed.
2. If visual verification reveals any of the following circumstances, the product shall be deemed ineligible for return:
3. The Serial Number (SN) has been scratched, obscured, or does not match the number listed on the original order.
4. The device has been activated and used (system logs indicate three or more power-on events, or the firmware version is no longer the factory default).
5. The outer packaging bears obvious signs of having been manually opened (e.g., tape that has been re-applied, or a security seal that was broken and subsequently re-affixed).
6. Any original accompanying documents are missing (e.g., Certificate of Conformity, Warranty Card, or Chinese User Manual).

IV. Refund Execution Mechanism and Service Level Commitments
1. Once it has been confirmed that the product meets the return criteria, Customer Service will generate a "Pre-authorized Return Label" containing a unique shipping tracking number. The user is required to ship the item within 48 hours (shipping must be conducted via a trackable courier service, such as SF Express, EMS, or DHL).
2. Upon receipt of the package at the receiving center, an ISO 13485-certified inspector will perform an unboxing and re-inspection (the entire process will be video-recorded for archival purposes) to verify the consistency of the product with the visual records, its functional integrity, and the condition of its packaging.
3. If the re-inspection is successful, the refund will be processed and returned to the original payment method within T+1 business days (excluding shipping costs). If the user opts to exchange the product for a different model, any price difference will be refunded or collected accordingly, and the new order will be eligible for same-day price protection.
4. Circumstances Resulting in Refund Failure: If the re-inspection reveals hidden damage to the device (e.g., internal sensor calibration deviation exceeding ±2%), missing accessories, or a discrepancy between the shipping tracking number and the one listed in the confirmation notice—an "Inspection Discrepancy Report" will be issued. The user may then request a third-party inspection within five business days (the cost of which shall be borne by the party ultimately determined to be at fault). V. Exceptions and Dispute Resolution
1. Statutorily Non-Returnable Items: Customized products (e.g., devices with custom engraving), opened sterile consumables (e.g., cooling gels, disposable electrode pads), and software subscription services (effective immediately upon activation);
2. Malfunctions resulting from user failure to operate the device in accordance with the specifications outlined in Section 3.2 of the *User Manual* (e.g., use of a non-original power adapter) shall not be deemed quality-related issues; for such cases, only paid repair services will be provided;
3. For all disputes, the unique ticket number generated by the CordataCare customer service system shall serve as the sole valid reference; the resolution period for such disputes shall not exceed 7 business days. Major disagreements shall be submitted to the Guangzhou Arbitration Commission for adjudication in accordance with the *Arbitration Rules of the China International Economic and Trade Arbitration Commission (CIETAC)*.