1 Year Limited Warranty Policy
DR.IRIS is committed to providing you with a flawless experience. We offer a 1-Year Free Replacement Service covering defects due to faulty workmanship or materials arising from Normal Use of the device, starting from the original date of purchase.
How to Request a Free Replacement
Register Your Order (Recommended)
Every DR.IRIS product includes a warranty card inside the box. We highly recommend that you scan the QR code on the card to register your order information. This step helps us verify your purchase and pre-validate your warranty coverage within 1-2 business days.
Once your information is registered, or if you prefer to skip the QR scan, please submit your replacement request by contacting our official support email at support@driris.hk. In your email, please clearly include your order number, describe the issue, and provide a short video showing the malfunction. Our team will process your free replacement after receiving and reviewing your email.
1. Defective Smart Controller (Only Accessory Covered):
If the issue is isolated to the smart controller, DR.IRIS will directly ship a free replacement controller to you from our local warehouse. You do not need to return the whole mask unit. Please allow 3-5 business days for the new controller to be dispatched.
2. Defective Main Mask Unit (Full Unit):
If the main LED mask unit itself is defective, DR.IRIS will offer a Free Full Unit Replacement.
- Process: We will provide you with a Return Merchandise Authorization (RMA) number and the return address of our local warehouse. After we receive the defective unit and verify the damage, we will dispatch a brand-new complete unit to you immediately.
- Warranty Extension: The new replacement unit will NOT extend the original 1-year warranty period; the remaining warranty time from your original purchase date still applies.
Please Note:
- Cosmetic damage due to regular wear and tear or damage from accident, misuse, or neglect are not included. Any attempt to open or disassemble the device (or its accessories) will void the warranty policy.
- If the device is damaged due to improper personal use (including breakage, drops, or liquid exposure), the warranty is not available to apply under the situation.
- This warranty service only covers exchanges for defective items; we do not offer cash refunds for defects.
- We only accept warranty or after-sales inquiries for orders placed on our official website (dririsskin.com). For products purchased through other channels (e.g., Amazon), please contact the respective channel provider for further assistance.
- Device Assessment: To qualify for a main unit exchange, the returned device must be accompanied by proof of the defect (video). DR.IRIS reserves the right to inspect the returned unit. If the returned unit shows signs of unauthorized disassembly, physical damage, liquid exposure, or if the device is fully operational upon inspection, the warranty claim will be voided, and the unit will be shipped back to the customer at their expense.