Warranty & Protection Policy
FotroHIFU supports professional HIFU equipment with a 1-year free warranty, conditional 2-year coverage for selected models, remote technical guidance, and a published 24 to 48-hour support response target.
Warranty coverage at a glance
1-Year Free Warranty
On all devices
2-Year Warranty
Selected models, confirmation required
Lifetime Maintenance
Ongoing technical guidance
7-Day Protection
For verified shipping damage
What the HIFU machine warranty includes
Remote troubleshooting and guidance
FotroHIFU engineers review equipment issues by email, video, or Zoom using the machine model, order details, and clear photo or video evidence.
Free spare parts
Parts needed for a covered technical issue are supplied free during the free warranty period. Small-parts shipping may be covered in the first year.
Product replacement
If a major covered defect cannot be repaired, Fotromed may provide a new device. The buyer covers freight, import and export taxes, and customs clearance fees.
Exclusions and customer responsibilities
Exclusions from warranty
Coverage excludes improper operation, neglected maintenance, unauthorized repairs, consumables, and cosmetic wear that does not affect performance. Drops, power surges, fire, flood, earthquake, other external causes, and business downtime during repair or replacement are also excluded.
Customer responsibilities
Follow the user manual, safety instructions, and maintenance schedule. Use authorized consumables and accessories, provide requested evidence, join technical checks, and do not modify, disassemble, or repair the machine without written authorization.
7-day shipping damage protection
Use this process when a machine arrives damaged or the wrong item is delivered. The claim is valid only when the evidence and reporting requirements are met.
Record the full unboxing
Record one continuous video from delivery through full unpacking. Show the shipping label, every side of the package, the full unsealing process, and the machine from all angles. Do not cut, pause, or repack.
Report within 7 calendar days
Send written notice by email within 7 calendar days of delivery. Include the unboxing video, order details, and a description of the damage or incorrect item.
Technical review and resolution
The FotroHIFU technical team reviews the evidence and may request a video call. If the claim is confirmed, Fotromed provides a replacement machine under the published shipping damage policy.
Not covered: damage caused while unpacking, claims without a valid video, cosmetic-only or packaging-only damage, reports after seven days, or dissatisfaction with treatment results.
Warranty service facts
Clear coverage terms
Covered remedies and buyer-paid costs are stated separately.
24 to 48-hour response target
The published target applies to technical support requests.
Engineer-led diagnosis
Issues can be reviewed by email, video, or Zoom.
Model-specific confirmation
Eligibility and optional terms are confirmed in final order documents.
Evidence-based review
Photos, video, and requested checks guide the next step.
Need warranty or technical support?
Tell the support team your machine model, order details, and what is wrong. Include photos or video when possible so the team can choose the next diagnostic step.