After-Sale Support.

NORLANYA provides technical support, warranty service and repair assistance for both personal beauty devices and professional aesthetic equipment.

If you experience a problem with your product, please contact us before returning, disassembling or attempting to repair the device. In many cases, our technical team can identify and resolve the issue through remote troubleshooting.

Need Technical Support?

Please complete the support form and provide as much information as possible about your product and the issue.

To help us diagnose the problem efficiently, please prepare:

  • Product name and model
  • Serial number, if available
  • Order number or proof of purchase
  • Purchase channel and purchase date
  • A clear description of the issue
  • Photos or videos showing the problem, where applicable

Our support team normally responds within one business day.

For professional equipment, remote troubleshooting is normally the first step. Please do not disassemble or repair the equipment unless specifically instructed by NORLANYA.

For detailed warranty terms, please refer to our Warranty Policy.

    Personal & Home-Use Product Support

    The following policies generally apply to NORLANYA products designated for personal or home use, unless different terms are stated on the product page, invoice or sales agreement.

    Warranty Coverage

    Unless otherwise stated, the standard commercial warranty periods are:

    • Main unit: twelve (12) months
    • Battery and charger: six (6) months
    • Other accessories supplied with the product: three (3) months

    For an approved warranty claim, NORLANYA may repair the product, replace the defective part or component, or replace the product where repair is not reasonably practical.

    For defects covered by warranty, NORLANYA will not charge for replacement parts or repair labor.

    The customer is responsible for the shipping cost of returning the product to the service location designated by NORLANYA. After the covered repair or replacement has been completed, NORLANYA will bear the standard shipping cost of returning the repaired or replacement product to the customer.

    60-Day Return Policy

    For eligible personal or home-use products purchased directly from NORLANYA, return requests may be submitted within sixty (60) days after delivery.

    For a return that is not related to a product defect, the product must be:

    • unused;
    • undamaged;
    • returned in its original packaging; and
    • returned with all accessories, manuals and other items originally supplied.

    For hygiene and safety reasons, beauty devices that have been opened, used or placed in contact with the skin or body are generally not eligible for a change-of-mind return, unless otherwise stated on the relevant product page or required by applicable law.

    Products specifically advertised with a separate trial period or satisfaction guarantee are subject to the terms of that specific guarantee.

    For non-defective returns, the customer is responsible for return shipping costs. Original shipping charges, customs duties, taxes, brokerage fees and other import-related charges are generally non-refundable unless otherwise required by applicable law.

    All returns must be authorized by NORLANYA before shipment.

    Damaged, Incorrect or Defective Products

    If your order arrives damaged, contains an incorrect product or appears to have a manufacturing defect, please contact us as soon as reasonably possible.

    Please retain the original shipping carton and packaging and provide photos or videos showing the following where applicable:

    • the product;
    • the damaged or defective area;
    • the outer shipping carton;
    • the internal packaging; and
    • the shipping label.

    NORLANYA will review the case and provide appropriate instructions for repair, replacement or other resolution.

    Professional & Commercial Equipment Support

    The following policies generally apply to equipment designated by NORLANYA for professional, salon, spa, clinic or other commercial use.

    Where a quotation, proforma invoice, invoice, sales agreement or product-specific warranty specifies different terms, those agreed terms take precedence over the general terms below.

    Warranty Coverage

    Unless otherwise stated in the applicable quotation, invoice, sales agreement or product-specific warranty:

    • Main machine: twelve (12) months
    • Batteries and chargers: six (6) months
    • Handpieces, applicators, treatment heads, laser heads, energy-delivery components and similar functional modules: the applicable warranty period and, where relevant, usage limit will be specified for the particular product or component
    • Consumable and normal wear parts: not covered for normal consumption or wear unless defective at delivery or otherwise specifically warranted

    Usage-Limited Components

    Certain professional equipment components may have a limited or rated service life based on usage rather than time alone.

    Depending on the product, usage may be measured by:

    • shots or pulses;
    • treatment cycles;
    • operating hours; or
    • another equipment usage counter.

    This may apply to components such as:

    • laser heads;
    • treatment handpieces;
    • lamps;
    • cartridges;
    • treatment heads; and
    • energy-delivery modules.

    Where both a warranty time limit and a warranty usage limit are specified, warranty coverage ends when the first applicable limit is reached.

    For example, if a component is warranted for six (6) months or a specified number of shots, warranty coverage ends when either the six-month period or the stated shot count is reached, whichever occurs first.

    The applicable warranty period and usage limit, where relevant, will be stated in the product specification, quotation, invoice, user documentation or product-specific warranty terms.

    A component reaching its rated service life or normal usage limit through normal operation is considered normal consumption and is not, by itself, a product defect.

    Rated Service Life and Warranty

    A stated rated service life is not necessarily the same as the warranty limit.

    For example, a laser head may have a rated service life of a specified number of shots while being subject to a separate warranty period or warranty usage limit.

    The warranty terms stated for the particular product or component determine warranty eligibility.

    Technical Support and Repair

    Remote troubleshooting is normally the first method of technical support for professional equipment.

    Depending on the fault and equipment configuration, NORLANYA may:

    • provide remote diagnostic guidance;
    • provide operating or technical instructions;
    • supply replacement parts or modules;
    • provide instructions for replacement by the customer or a qualified local technician;
    • arrange return of a handpiece, component or module where necessary; or
    • authorize return or replacement of the complete equipment where reasonably required.

    Please do not disassemble, modify or return an entire professional machine without prior authorization from NORLANYA.

    Shipping and Freight

    For approved warranty replacement parts or portable components, shipping arrangements will be confirmed according to the circumstances of the case.

    Where a complete professional machine must be returned, the following will be agreed in writing before shipment:

    • return method;
    • service destination;
    • packaging requirements;
    • customs arrangements; and
    • allocation of freight costs.

    Because professional equipment may require wooden-case packaging, air freight, sea freight, customs clearance or special handling, international transportation of the complete machine is not automatically included in the standard warranty.

    Installation and Operating Conditions

    Warranty coverage requires the equipment to be installed, operated, cleaned and maintained in accordance with the applicable user manual and technical instructions.

    The warranty does not cover failures caused by:

    • incorrect input voltage;
    • unstable electrical supply or electrical surge;
    • inadequate grounding;
    • improper installation;
    • unsuitable water quality where a water system is required;
    • inadequate cooling or ventilation;
    • insufficient cleaning or maintenance;
    • operation outside specified environmental conditions;
    • unauthorized modification or repair; or
    • use contrary to the operating instructions.

    On-Site Service

    On-site service is not included in the standard commercial warranty unless specifically stated in the quotation, invoice or sales agreement.

    Where on-site technical service is requested and agreed, the following expenses may be charged separately:

    • travel;
    • accommodation;
    • visa;
    • local transportation; and
    • other related expenses.

    Training

    Initial remote operating guidance may be provided for professional equipment where applicable.

    Additional training, repeated training or on-site training may be subject to separate agreement and charges.

    Returns of Professional Equipment

    Professional or commercial equipment is generally not eligible for a change-of-mind return once the order has been:

    • confirmed;
    • customized;
    • shipped;
    • installed; or
    • used.

    This is particularly applicable where equipment has been manufactured or configured for a specific:

    • customer;
    • market;
    • voltage;
    • plug;
    • language;
    • accessory package; or
    • other specification.

    Defective professional equipment will be handled under the applicable warranty and after-sale service procedure rather than the Personal / Home-Use 60-Day Return Policy.

    Equipment Downtime

    To the maximum extent permitted by applicable law, NORLANYA is not responsible for:

    • loss of business;
    • loss of revenue;
    • loss of customers;
    • treatment interruption;
    • loss of anticipated profits; or
    • other indirect or consequential losses

    arising from equipment downtime or the time required for diagnosis, repair or replacement.

    Return Authorization

    Please do not return any product or equipment to NORLANYA without prior authorization.

    Once your return or repair request has been reviewed and approved, our support team will provide the designated return address and any required shipping instructions.

    When returning a product or component:

    • use a trackable shipping method;
    • provide the tracking number after shipment;
    • securely pack the product to prevent transportation damage; and
    • include any accessories or components requested by our support team.

    Damage caused by inadequate return packaging may not be covered by warranty.

    Products returned without prior authorization may be delayed or refused.

    Out-of-Warranty Service

    NORLANYA may continue to provide technical support, repair service and replacement parts for supported products after the applicable warranty period has expired.

    If the product is outside the warranty period or the issue is not covered by warranty, NORLANYA may offer:

    • paid repair;
    • replacement parts;
    • technical service; or
    • other available support.

    Where charges apply, estimated repair, parts and shipping costs will be communicated to the customer for approval before paid service is performed.

    Purchases from Distributors, Retailers or Marketplaces

    If your product was purchased from an authorized distributor, retailer, marketplace or other sales partner, please contact the original seller first for return, exchange or refund requests.

    The seller’s own return and exchange procedures may apply.

    NORLANYA may still provide technical or warranty assistance where applicable, subject to:

    • verification of the product;
    • proof of purchase; and
    • confirmation that the product was obtained through an authorized sales channel.

    For professional equipment supplied through an authorized distributor, the distributor may provide first-line customer support, while NORLANYA provides technical, spare-parts and warranty assistance to the distributor as applicable.

    Statutory Consumer Rights

    NORLANYA’s commercial warranty and return policies do not replace or limit mandatory rights available to consumers under applicable local laws.

    Where applicable law provides additional rights, longer legal guarantee periods or other mandatory remedies, those rights remain unaffected.