Shiatsu Neck Shoulder Back Massage Pillow with Heat for Home,Car,Office - 619

 WARRANTY AND RETURN POLICY

Warranty:

1. If the product(s) is damaged or defective within a reasonable time, Snailax offers the warranty as below.

2. Snailax warrants the product to be free from defects in workmanship and materials, under normal use, for a period of 12 months (standard) from the original invoice date, except as noted below. Snailax products can be repaired or replaced within the warranty period or returned for a refund (See “Refund Procedures” below) within 90 days if the products break down in the period of proper use.
3. The warranty extends only to consumer(s), NOT to any retailer(s) or reseller(s).
4. This warranty is effective only if the product is purchased and operated in the country in which the product is purchased.
5. Warranty claims for product defects, unless an extended warranty is registered, expire 12 months from the purchase day.
6. Warranty claims CANNOT be processed for items that have exceeded the warranty period.
7. The warranty does NOT cover the replaced product.
8. The warranty does NOT cover the refurbished product.
9. The warranty does have other limitations as below “Warranty Limitations”. 
10. To obtain warranty service on Snailax product(s), follow “Warranty Claim Procedures”
11. Please keep the original packaging for 90 days for future returns if necessary.

Warranty Claim Procedures:

1. Any product the customer believes is defective and seeks for warranty, the customer must provide to Customer Support:
2. Valid proof of purchase (see below the definition of valid proof of purchase);
3. Pictures and/or descriptions are required to claim defective merchandise;
4. Model number and Series Number label attached to each product
5. If the warranty claim is justified by Snailax Customer Support, the customer(s) will obtain from Snailax a Warranty/Return Authorization Number (RMA Number) and prepaid shipping label.
6. Snailax reserves the right to specify that items be returned to the designated warehouse for inspection or be inspected by our representative in the field or be retained by the customer.
7. Any claim for defective merchandise returns must be packed in original packaging
8. The item(s) will be repaired or replaced or a refund credit will be issued (within 90 days from the date of original purchase) once the item(s) are delivered.

When returning items with RMA# and a prepaid shipping label provided by Snailax, Snailax takes responsibility for any damage or loss incurred in transit.

Valid proof of purchase under this Warranty:

Order numbers from online purchases made through Snailax official store (www.snailax.com) or Snailax's direct-authorized resellers, currently only at Amazon/eBay/Walmart. For product(s) obtained from other Channels, please contact the customer service of the Channel directly for the appropriate solution.

Warranty Limitations:

This warranty does not include:

1. Normal wear and tear
2. Any condition resulting from other than ordinary residential wear or any use for which the product was not intended, such as use in rental or contract trade or commercial use;
3. Any condition resulting from incorrect or inadequate maintenance or care
4. Damage resulting from misuse, abuse, negligence, accidents, or shipping damage, exposed to environmental conditions temperatures, water, improper operation, improper installation, improper use of electrical supply; transportation damage; theft; vandalism or .
5. Damage resulting from the attachment or modification of any unauthorized accessories;
6. Fail to show valid proof of purchase through Snailax official store (www.snailax.com) or Snailax's direct-authorized resellers, such as Snailax official stores at Amazon/eBay/Walmart.
7. Lost or stolen products
8. Items that have expired their warranty period
9. No quality-related issues (after 30 days of purchase)
10. Free product/ Gift offer by Snailax
11. unauthorized repairs or modification;
12. Purchases from unauthorized resellers
13. Replaced Product(s)
14. Certified Refurbished products are not covered by the warranty
15. Accessories Product(s),eg.  Adapters, cover etc.
16. Dissatisfaction due to buyer’s remorse(after 30 days of purchase)
17. Free return within 30 days excludes Alaska, Hawaii, and United States Minor Outlying Islands UM
    
18. Please contact us or fill out the form for warranty registration within 60 days of purchase, otherwise, the warranty is void

Refund Procedures:   

1. Undamaged products can be returned for a full refund for any reason within 30 calendar days from the date of purchase or 90 days if justified by Snailax support. Please reach out to Snailax customer support to initiate a return. Kindly state your reasons and provide valid proof of purchase. To be eligible for a full refund, your item must be in the original packaging and you must have valid proof of purchase.
2. Snailax support will create RMA and send the prepared label to you.
3. Once the returned item arrives at the Snailax’s warehouse for inspection, the refund process will begin. The refund will be credited back to the same payment method as your original purchase. Processing time typically takes 3-7 business days.
4. Returns may be rejected if items do not meet the above requirement. A prepaid return label will be provided upon request. Contact support@snailax.com. 
5. If the purchase is not made through Snailax authorized stores at Amazon/Walmart/eBay, please contact the retailer directly and follow their instructions for a refund.

Return an item on your own label for the REFUND. 

1. Within 30 days from the date of your original purchase.
2. Kindly state your reasons and provide your order number and which platform to purchase.
3. Snailax support will create RMA and share the corresponding return address with you. You will prepare the shipping on your own.
4. Your item must be in the original packaging and remains in unused condition.
5. Refunds will be issued once the item arrives at our warehouse.
6. Tips: for the refund to be processed in a timely manner, please be sure to send a return notification to Snailax by email with the following information: RMA, Name of the shipping carrier and tracking number.

The buyer will be responsible for shipping costs in the following situations:

1. Unauthorized returns without RMA#
2. Returning products for any reason other than a proven defect
3. Buyer’s accidental returns (e.g. forget to pick up the item)
4. Returning defective items require international shipping
5. Returning items claimed to have defects but were found by Snailax inspection team to be in normal condition

Warranty Disclaimer

THE WARRANTY PROVIDED HEREIN SHALL BE THE SOLE AND EXCLUSIVE WARRANTY. SNAILAX SHALL HAVE NO LIABILITY FOR, AND EXPRESSLY DISCLAIMS ANY WARRANTY OR AFFIRMATION OF FACT, EXPRESS OR IMPLIED, OTHER THAN AS SET FORTH IN THIS WARRANTY STATEMENT, INCLUDING, WITHOUT LIMITATION (1) THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE; (2) ANY WARRANTY OR AFFIRMATION OF FACT RELATED TO MISUSE, IMPROPER SELECTION, RECOMMENDATION, OR MISAPPLICATION OF ANY PRODUCT; AND (3) ANY WARRANTY OR AFFIRMATION OF FACT THAT THE CATALOGS, LITERATURE, AND WEBSITES IT PROVIDES ACCURATELY ILLUSTRATE AND DESCRIBE PRODUCTS.

Snailax reserves all the right for final interpretation of these Terms of Warranty and Return Policy above and the right to change, modify, add or remove portions of these Terms at any time without prior notification.

Free Shipping On All US Orders （Except Alaska, Hawaii, and United States Minor Outlying Islands UM)

Handling time: 1 business day

Customers who ship their orders within the US should expect to receive their orders within 3 to 7 business days upon payment verification depending on the volume of orders received.

If you experience delays in receiving your order, contact us immediately (support@snailax.com) and we will help to confirm the status of your order.

All your orders are sent via FedEx or USPS or UPS

International Shipping Rates

Canada：

Free Standard Shipping on orders over $50 USD and charge $15 for orders under $50 USD.

Australia & New Zealand & United Kingdom:

Free Standard Shipping on orders over $79.99 USD and charge $15 for orders under $79.99 USD.

Europe:

Free Standard Shipping on orders over $79.99 USD and charge $15 for orders under $79.99 USD.

Except for the countries mentioned above, we cannot deliver to other areas. If you cannot find the region you want to ship to on the product page, it means that the product is out of stock or not sold in this region.

Extra Shipping Cost Required

If an order is being shipped out to an incorrect shipping address, it is recommended to contact the carrier directly after an item ship to see what options might be available. For example, enrolling in UPS My Choice will allow you to track and manage your shipments. Other carriers may have their own options. If you insist on changing the address from our end, we have a fee for delivery requests to any other addresses.

NOTE:

We are unable to ship to P.O. Boxes, please email us at support@snailax.com if you have any questions.

Customer Services

If you need help or have questions about your product inquiry, order delivery, or have question about return and refund, or payment related, or other questions, please fill the form below or contact our customer service team at support@snailax.com

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Technical Support

If you need help or have questions about your order, please fill the form below or contact our technical support team at support@snailax.com

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Marketing

Do you work for a Marketing or Advertising firm and believe that you can offer valuable services to Snailax? If you are a wholesales or an influencer who want to cooperate with us, please fill out the form below or send an email to  sales@snailax.com

Snailax Corp. （US）

2750 Carpenter Road, Suite 1E,

Ann Arbor, MI, 48108

Tel:1.734.709.6982

Singapore Office

18 Cross Street, #02-101

JustCo S2061 at Cross Street Exchange,

Singapore 048423

Tel: +65-91134943