This section explains warranties for massage and medical equipment, how to request service, repair periods and the documents to prepare.
If equipment is not working correctly or needs servicing, contact us. We will help check the warranty conditions for your model and clarify how to submit it for inspection or repair.
Warranty periods
The warranty period depends on the product, manufacturer and sale conditions. The exact warranty period and conditions for the specific model are clarified before purchase and confirmed in warranty documents; where this information appears in the product listing, it is taken into account when agreeing the purchase.
A basic 12-month warranty applies to equipment for which this period is specified in the sale conditions. Individual models may have different, including longer, manufacturer warranties.
An additional 12-month warranty from our business is provided for designated models. Availability, the starting date and coverage of this additional warranty are specified in the relevant programme conditions and product documents.
For equipment with a basic 12-month warranty and an additional 12-month warranty from our business, the total warranty-support period is two years, subject to the conditions of each period.
For online orders, the warranty period starts on the day the goods are handed over to the buyer. Where equipment requires special installation, connection or assembly, it starts on the day that work is carried out in the cases provided by law. Rules for calculating the warranty period.
Contacting warranty and service support
For warranty repairs, fault assessment and servicing, contact us:
- Telephone: 077 206 88 88.
- Address: Kyiv, 8 Volodymyra Ivasiuka Avenue, building 5.
- Monday–Friday: 10:00–18:00.
- Saturday: by arrangement.
- Online enquiries: accepted around the clock, 24/7. This means receipt of enquiries, not an immediate response or round-the-clock repairs.
You may also contact the service centre specified in the warranty card or accompanying documents.
Before visiting or shipping equipment, contact us to clarify the receiving location, the components to include and the transport arrangements.
Documents to prepare
For a warranty request, prepare:
- Proof of purchase: a paper or electronic sales receipt.
- Warranty card, technical passport or equivalent document, where provided for that product.
- Equipment details: name, model and serial number, if present.
- Fault description: when it appeared, its symptoms and the conditions in which it recurs.
- Contact details for our response.
For an electronic warranty, provide information allowing the product to be identified and the warranty document checked. Photos or a short video of the fault may help the initial assessment but do not replace equipment inspection.
If a document is missing or contains errors, tell us: we will check whether the purchase information can be recovered.
How warranty service works
After receiving a request, the product details, fault and warranty conditions are clarified. If necessary, the equipment is submitted for inspection to establish the cause of the defect.
On receipt of the goods, a document records the model, included components, external condition, reported fault and receipt date. Keep your copy until servicing is complete.
If a warranty case is confirmed, the relevant defect is remedied free of charge. After repair, the buyer receives information about the work performed. Receipt and warranty-repair procedure.
Warranty repair does not restrict other consumer rights. Depending on the defect and the statutory grounds, a buyer may request a price reduction, reimbursement of defect-remedy costs or, for a substantial defect attributable to the manufacturer or seller, replacement or a refund.
Warranty-repair periods
For consumer purchases, the general rule is that defects must be remedied within 14 days from presentation of the goods, unless the parties agree another period.
The need for inspection or a wait for spare parts does not itself mean that the buyer has agreed to extend the repair period.
The warranty is extended by the time the goods spend in repair, calculated from the day the request to remedy the defects is made. Following a warranty replacement, the warranty period starts again on the exchange date. Explanation by Ukraine’s State Service on Food Safety and Consumer Protection.
Transport to the service location
Handover arrangements are agreed with regard to the equipment’s dimensions, weight and transport requirements.
When lawful consumer claims concerning defective goods are satisfied, delivery of bulky goods and goods weighing more than 5 kg, and their return to the buyer, are at the expense of the seller, manufacturer or undertaking fulfilling the relevant obligations. Article 8 of Ukraine’s Consumer Protection Law.
The absence of the original box is not, by itself, grounds for refusing a warranty repair. Suitable protective packaging is nevertheless needed for transport.
When a repair may be chargeable
A paid repair may be needed if the fault is not covered by warranty—for example, where it is proven to result from failure to follow use or storage instructions, or from third-party intervention.
Mechanical damage, liquid ingress and repair by another person are assessed in relation to the reported fault. Such circumstances should not automatically cancel all warranty obligations for the product.
Normal wear and scheduled maintenance must be distinguished from a manufacturing defect. Conditions for consumables and components are checked against the specific model’s documentation. Refusal of warranty service must be justified.
Service after the warranty ends
After the warranty period, you may contact us about possible fault assessment, repair, maintenance or replacement of components.
Service availability depends on the model, equipment condition and availability of necessary parts. The paid work, its cost and timing are agreed with the customer before it is performed.
Expiry of the warranty does not remove buyer rights that may continue under the law.
Need help with equipment? Call 077 206 88 88. Have the model name and a brief description of the issue ready to help identify the next steps.
The consumer-rights provisions above concern purchases for personal needs. For equipment bought for business or professional activity, warranty and service conditions are governed by the contract and applicable law.
