Warranty Policy
Warranty Policy
I. Scope and Legal Validity of Global Warranty Service
Global warranty service becomes effective immediately from the date the user completes payment and obtains valid proof of purchase (including electronic invoices or customs import documents). This coverage remains valid regardless of any changes to the place of purchase, registration, or usage. All warranty services are exclusively validated by the *Global Certificate of Conformity* (GCC) issued by our company. The certificate number is bi-directionally bound to the device's unique serial number (SN), allowing for real-time verification of authenticity and validity via our official website: https://iplhairfree.com/.
II. Generation, Verification, and Legal Attributes of the Certificate of Conformity (GCC)
• Each device shipped from the factory is accompanied by a digital *Global Certificate of Conformity* (in PDF/A-3 format). This document features an embedded digital signature (utilizing SHA-256 and the SM2 national cryptographic algorithm) as well as a blockchain-recorded hash value (uploaded to the AntChain BaaS platform, with verifiable block height);
• The GCC explicitly details the following information: device model, SN, production batch, NMPA Registration Certificate Number (Guo Xie Zhu Zhun 20252095584), CE Certificate Number (CE-45558-585Y), FDA Listing Number (30159885X), applicable compliance standards (IEC 60601-1:2012+AMD1:2020, IEC 62366-1:2015), a list of authorized service centers, and the warranty expiration date;
• Upon initial power-on and activation, users are required to scan the device's QR code via the CordataCare App to complete the online binding of the GCC. Users who fail to complete this binding will be entitled only to basic warranty coverage (which excludes support for remote diagnostics, OTA firmware repairs, and AI skin algorithm upgrades).
III. Warranty Period and Tiered Response Mechanism
Main Unit Hardware: 24-month global warranty coverage (calculated from the GCC issuance date), covering core components such as the mainboard, light source module, RF generator, and temperature sensors. For human-induced damage (e.g., liquid ingress, burnout caused by non-original power adapters, or forceful disassembly), a diagnostic fee (USD 85) applies, after which replacement parts will be provided at cost price.
1. Critical Functional Modules: The laser/LED light source is guaranteed to have a lifespan of ≥1 million pulses (supported by a factory aging test report); if the actual lifespan falls below 85% of this guaranteed value, a free replacement will be provided.
2. Software and Cloud Services: Lifetime free delivery of firmware security patches; full support and maintenance for cloud services—including AI skin analysis models and personalized treatment algorithms—throughout the subscription period (annual membership).
3. Post-Fault Reporting: A service work order will be generated within 2 hours (including initial screening via multilingual AI voice assistance).
4. Remote Diagnosis: A "Preliminary Fault Analysis Report" will be issued within 4 hours (including video-guided instructions for device reset or calibration).
5. On-site Service: Engineer on-site visits are available within 24 hours in markets across Europe, the Americas, Japan, Korea, Australia, and New Zealand; coverage extends to major cities in Southeast Asia, the Middle East, and Latin America within 72 hours (subject to the GCC being in "Normal" status and the device being bound to the App).
IV. Global Authorized Service Network and Qualification Management
Our company has established a three-tier service certification system globally:
1. Tier 1 Central Hubs (Global Service Hubs): Located in Guangzhou, China (CN-HQ); Frankfurt, Germany (DE-FRA); and Los Angeles, USA (US-LAX). These hubs possess full repair qualifications under NMPA, FDA, and MDR regulations and are capable of performing mainboard-level factory repairs.
2. Tier 2 Authorized Service Centers (ASCs): Physical service outlets covering 187 cities across 62 countries worldwide. All engineers at these centers are required to hold a "Cordata Certified Technician Level 3" certificate issued by our company (subject to recertification assessment every two years; certificate validity can be verified on our official website).
3. Tier 3 Cooperative Service Providers (CSSs): Local third-party organizations technically authorized by our company and integrated into our ServiceCloud work order system. These providers are strictly limited to performing Level 1 (L1) operations—such as cleaning, calibration, and casing replacement—while major repairs must be escalated and transferred to an ASC.All service activities require an on-site QR code scan to retrieve the device's GCC status; warranty service procedures cannot be initiated without a valid GCC.
V. Disclaimers and Dispute Resolution
The following circumstances are excluded from warranty coverage: (1) Operation not in accordance with the GCC Annex "Statement of Compliant Use" (e.g., unauthorized adjustment of energy thresholds beyond prescribed limits, or continuous operation under non-standard ambient temperatures); (2) Optical degradation or electrode corrosion resulting from the use of non-original manufacturer consumables; (3) Inability to perform obligations due to force majeure events (such as war, tsunamis, or import bans imposed by the destination country).
Any disputes arising from this Policy shall be submitted to the Singapore International Arbitration Centre (SIAC) for arbitration in accordance with the UNCITRAL Arbitration Rules; matters involving liability for the safety of medical devices shall be governed by the mandatory laws of the jurisdiction where the products were delivered.