Version: 1.0
Effective Date: September 21, 2026
Scope: Applicable Visbody products sold globally
Global Warranty & After-Sales Policy
Definitions
“Product” means Visbody products sold by Visbody or its authorized sales channels and covered by this Policy.
“Kunde” means an individual, business, or other legal purchaser that directly purchases a Product.
“Authorized Distributor” means a distributor or partner formally authorized by Visbody to sell or provide services for Visbody Products.
“Warranty Period” means the applicable commercial warranty period as specified in the applicable sales documents and this Policy, subject to applicable local laws and regulations.
jeg. Warranty Scope and Period
Visbody provides limited warranty services for Products covered by this Policy.
1. Standard Warranty Period
Under standard circumstances, the warranty period for the Product unit is 12 months from the date the Customer receives the Product.
Different warranty periods may apply to different Products, regions, or sales channels based on the Product type, sales contract, distributor agreement, or applicable local laws and regulations. The specific Warranty Period shall be determined according to the applicable sales documents or information confirmed by Visbody.
2. Warranty Coverage
Warranty services primarily apply to Product failures caused by defects in materials or workmanship under normal use.
Whether a particular failure is covered by the warranty will be assessed based on the condition of the Product, the cause of the failure, purchase information, and applicable service terms.
II. Exclusions from Free Warranty Service
The following circumstances are generally not covered by free warranty service, including but not limited to:
- Normal wear and tear, cosmetic wear, scratches, or deterioration resulting from ordinary use;
- Consumables or wear items, such as mats, mouthpieces, and power cords, unless otherwise required by applicable law or relevant sales terms;
- Disassembly, repair, modifikation, software alteration, flashing, or other operations performed by persons not authorized by Visbody;
- Damage caused by external factors, including drops, impacts, compression, liquid ingress, fire, lightning, abnormal voltage, or similar events;
- Damage resulting from failure to use, store, or transport the Product in accordance with the product manual or requirements provided by Visbody;
- Damage caused by installation, relocation, or reinstallation that does not comply with the Product’s installation requirements;
- Product serial numbers (S/N) that have been altered, removed, damaged, or rendered unreadable;
- Products purchased through unauthorized channels, or Products for which valid proof of purchase cannot be provided;
- Failures caused by third-party services, unauthorized software, hardware configurations, or other third-party factors;
- Failures caused by force majeure or other causes unrelated to the quality of the Product itself.
If a product has visible transportation damage upon delivery, the Customer should contact Visbody or the Authorized Distributor promptly and provide relevant photos, videos, and shipping documents. Visbody will assess responsibility for the transportation damage and determine the appropriate next steps based on the specific circumstances.
III. Software, Systems, and Digital Services
Certain Visbody Products may include software, firmware, applications, cloud services, data services, and other digital functions. The relevant software and digital services may vary depending on the Product model, configuration, funktioner, and service plan.
1. Software and System Support
For software, firmware, application, and system issues related to the normal use and core functions of Visbody Products, Visbody will provide appropriate technical support based on the specific Product and applicable service conditions.
Depending on the nature of the issue, Visbody may provide assistance through remote technical support, troubleshooting, software or firmware updates, system configuration adjustments, or other appropriate methods.
The specific functions, scope of support, and service methods for software, applications, and system services may vary depending on the Product model, Product version, sales region, and applicable service conditions.
For issues caused by third-party network environments, operating systems, third-party software, device compatibility, or other factors beyond Visbody’s control, Visbody will assess the circumstances and provide appropriate technical advice or solutions where applicable.
2. Software, Firmware, and System Updates
Visbody may update or upgrade Product software, firmware, applications, or related systems based on functional requirements, security requirements, system stability, technological developments, and service operation needs.
Software versions, update methods, update frequency, and support periods may vary among Products. Certain updates may require the Customer to complete installation or configuration in accordance with instructions provided by Visbody.
Visbody will provide applicable software or system updates based on the actual Product and service conditions. Imidlertid, Visbody does not guarantee continuous support throughout the entire Product lifecycle for all new versions of third-party operating systems, devices, software, or technology environments.
If compatibility issues arise due to third-party operating systems, network environments, third-party software, device configurations, or other factors beyond Visbody’s control, Visbody will assess and address such issues based on the specific circumstances.
3. Cloud Services and Network Connectivity
Certain Visbody Product features may depend on network connectivity, cloud services, or other online services.
The availability and proper functioning of such features may be affected by network conditions, third-party network services, server status, system maintenance, and other external factors.
If certain online functions become temporarily unavailable due to scheduled system maintenance, technical upgrades, interruption of third-party services, or other circumstances that are reasonably beyond Visbody’s control, Visbody will take appropriate measures based on the specific circumstances.
The cloud functions, service scope, and continued support available for different Products and services may vary and shall be subject to the applicable Product and service arrangements.
4. Data Management and Backup
Customers are responsible for properly managing data associated with their Products and should perform appropriate data backups in accordance with the Product instructions and usage requirements provided by Visbody.
During Product repair, replacement, software upgrades, system maintenance, device reset, or other after-sales services, certain data stored on the device or within related systems may be processed, migrated, reset, or deleted.
Customers should complete necessary data backups before receiving relevant after-sales services, in accordance with Visbody’s requirements.
Except where otherwise required by applicable law, Visbody does not guarantee that all original data can be fully restored following repair, replacement, system upgrades, device resets, or other after-sales services.
Where a Product supports cloud data storage, synchronization, or recovery functions, the specific data storage, synchronization, and recovery capabilities shall be subject to the applicable Product and service features.
5. Third-Party Services and Compatibility
Certain Visbody Products may require integration or compatibility with third-party operating systems, network services, devices, software, or other technology environments.
Opdateringer, ændringer, interruptions, or discontinuation of support for third-party services, operating systems, or technology environments may affect certain Visbody Product functions.
For compatibility issues arising from changes to third-party Products, services, or technology environments, Visbody will conduct a technical assessment based on the specific circumstances and provide feasible solutions or recommendations where applicable.
Visbody does not guarantee the continued availability, stabilitet, or compatibility of third-party services, network environments, or third-party Products beyond its reasonable control.
IV. Repair and Replacement Policy
If a Product experiences a suspected hardware failure during the applicable Warranty Period, the Customer may submit a service request through Visbody’s official after-sales service channels.
Visbody will conduct remote or on-site diagnosis based on the reported issue and determine an appropriate solution based on the diagnosis and applicable service terms, including but not limited to:
- Remote technical support;
- Software or system-related troubleshooting;
- Replacement of defective components;
- Product repair;
- Product replacement;
- Other reasonable technical solutions.
Where a Product qualifies for replacement, Visbody may, depending on the specific circumstances, provide a replacement Product of the same model or equivalent functionality.
Whether a Product requires repair, replacement, or another solution will be determined based on the technical diagnosis, Product condition, and applicable sales or service terms.
1. Initial Fault Handling
If the Customer discovers an obvious functional abnormality after receiving the Product, the Customer should contact Visbody or the Authorized Distributor promptly.
Visbody will assess the issue based on the type of failure, Product condition, purchase information, and other relevant circumstances and determine an appropriate solution.
2. Warranty Replacement
For hardware failures occurring during the Warranty Period, Visbody will first determine, based on the technical diagnosis, whether the issue can be resolved through remote support, repair, or component replacement.
If the Product qualifies for replacement, Visbody may provide the Customer with a replacement Product of the same model or equivalent functionality.
The warranty applicable to a replacement Product will be determined based on the remaining warranty period of the original Product, applicable sales terms, and the specific service arrangement.
V. After-Sales Service Process
To facilitate timely handling of after-sales requests, Customers or Authorized Distributors should submit service requests through Visbody’s official after-sales service channels.
1. Service Channels
For Products purchased through an Authorized Distributor, Customers should generally contact the original seller or Authorized Distributor first. Visbody may provide technical support and after-sales assistance depending on the specific circumstances.
For Products purchased directly from Visbody, Customers may submit service requests through Visbody’s official after-sales service channels.
2. Fault Reporting
The following information will generally be required:
- Product model;
- Product serial number (S/N);
- Proof of purchase or relevant sales documents;
- Detailed description of the issue;
- Necessary photos, videos, or other information related to the failure;
- Contact information and after-sales service address.
For transportation damage, Customers should also provide, hvor det er muligt:
- Photos of the Product packaging;
- Photos or videos showing the damaged areas of the Product;
- Shipping documents or transportation records;
- Records of any abnormalities identified upon delivery.
3. Technical Support and Diagnosis
After receiving complete service information, Visbody’s after-sales team will conduct an initial assessment and provide further remote diagnosis, troubleshooting, or other technical support based on the reported issue.
For issues that cannot be resolved remotely, Visbody will determine, based on the specific circumstances, whether the following may be required:
- Component replacement;
- Factory repair;
- Local repair;
- On-site service;
- Product replacement;
- Other appropriate solutions.
The actual service timeline may vary depending on the region, time zone, holidays, complexity of the issue, availability of spare parts, logistics conditions, and other practical circumstances.
VI. Logistics and Related Costs
For repairs or replacements covered by the applicable warranty, the allocation of logistics, labor, spare parts, and other related costs will be determined based on the specific circumstances.
The assessment may take into consideration:
- The Product and nature of the failure;
- The cause of the failure;
- The Customer’s country or region;
- The Product’s sales channel;
- The applicable sales contract or distributor agreement;
- Local logistics and import requirements;
- Whether third-party services or transportation responsibilities are involved.
Where international shipping, import duties, customs clearance fees, local taxes, remote-area surcharges, or other third-party charges arise, the allocation of such costs shall be determined in accordance with the applicable sales terms or as otherwise confirmed by Visbody.
For repairs, spare parts, replacements, or other after-sales services outside the Warranty Period, additional charges may apply. Any applicable fees will be confirmed with the Customer based on the actual circumstances before the relevant service is provided.
VII. Installation, Bruge, and Maintenance Requirements
Customers should use and maintain Products in accordance with the product instructions, installation requirements, and operating guidelines provided by Visbody.
Products requiring installation should be installed in accordance with Visbody’s installation requirements. Where a Product requires installation by authorized personnel, the applicable requirements must be followed.
Damage caused by improper installation, relocation, disassembly, maintenance, or use will generally not be covered by free warranty service.
If a Customer needs to move, reinstall, or relocate a Product, the Customer should follow the relevant requirements provided by Visbody to avoid damage caused by improper handling or operation.
VIII. Distributor and Partner After-Sales Support
For Products purchased through Visbody Authorized Distributors or partners, Customers may submit service requests through the after-sales service channels agreed upon at the time of purchase.
Visbody will provide partners with appropriate technical support, spare parts support, and after-sales assistance based on the applicable distributor agreement, sales contract, and specific Product circumstances.
For issues involving the same batch or multiple Products, Visbody will conduct a technical assessment based on the actual circumstances and take appropriate measures based on the results of its investigation.
IX. Scope of Liability
To the extent permitted by applicable law, Visbody’s warranty obligations are generally limited to providing appropriate repair, replacement of components, Product replacement, or other applicable after-sales solutions for Products covered by the applicable warranty.
Whether Visbody is responsible for indirect losses, business interruption, loss of profits, loss of opportunity, or third-party losses arising from Product failures or after-sales services shall be determined in accordance with applicable laws, relevant sales contracts, and the specific circumstances.
x. Other Terms
This Policy sets out the general principles governing Visbody’s global after-sales services.
Different Products, lande, or regions may be subject to different warranty requirements, sales terms, service conditions, and applicable local laws and regulations.
Where there is any conflict between this Policy and an applicable sales contract, distributor agreement, or mandatory legal requirement, the applicable contractual terms and mandatory legal requirements shall prevail.
The warranty, repair, replacement, and other services described in this Policy are subject to the condition of the Product, the results of technical diagnosis, and applicable service conditions.
Visbody will assess and handle after-sales requests based on the specific Product, nature of the issue, applicable service conditions, and applicable laws and regulations.
This Policy may be updated from time to time based on changes to Products, services, or business operations. The latest version published on the official Visbody website shall apply from its stated effective date.
XI. After-Sales Contact
For Product support, warranty claims, or other after-sales service inquiries, please contact Visbody through the following official channels:
WhatsApp: +852 4743 3673 (After-Sales)
E-mail: after-sales@visbody.com
When contacting Visbody, please provide your Product model, serial number, purchase information, and a brief description of the issue to help us process your request efficiently.