Warranty Policy

The equipment we sell is covered by the warranty provided by its manufacturer. Wellness Beauty Warehouse does not add a separate warranty of its own on top of it. Where a product arrives with its own warranty document or card, that document sets out the exact terms and takes priority over the general description on this page.

Cover begins on the date the equipment is delivered to you.

In every case, start by contacting us. We will confirm who is handling the claim and what we need from you.

A warranty covers manufacturing defects: faults in materials or workmanship that were present when the equipment was built and that appear while the equipment is being used normally for its intended purpose. A motor that fails without being overloaded, a weld that separates, a control board that stops responding, and a hydraulic pump that leaks from a factory seal are the kinds of faults a warranty is meant for.

The usual outcome of an accepted claim is a repair, a replacement part, or a replacement unit. Which of those applies is normally decided by the manufacturer, based on the fault.

A warranty covers the fault itself. It does not cover loss of income while equipment is out of service, the cost of hiring a substitute, or appointments you had to cancel.

Normal wear is not a defect. Parts that are consumed or that wear out in service, such as upholstery and skin coverings, hoses, filters, seals, bulbs, fuses, castors and batteries, are not covered once they have simply reached the end of their working life.

Cover also falls away where the fault was caused rather than built in. That includes misuse or use outside the purpose the equipment was made for, loading past its stated capacity, incorrect installation, repair or modification by anyone the manufacturer has not authorised, damage from an electrical or water supply that is outside specification (including water damage caused by pressure, temperature or contamination the equipment was not designed for), accidental damage, and damage from cleaning agents or chemicals the manufacturer does not approve.

Cosmetic marks that do not affect how the equipment works, and damage that happened in transit rather than in manufacture, are handled separately. Transit damage is not a warranty matter, but tell us as soon as you find it, with photographs, and we will take it up with the carrier or the manufacturer.

The equipment must be installed and used to the requirements the manufacturer states. Check the specification before installation, not after: electrical voltage and frequency, the supply and earthing arrangement, water pressure and quality, drainage, ventilation, clearance around the unit and floor loading. Much of what we sell is heavy freight class furniture, and a floor, a wall fixing or a drain that is not up to the load is a common cause of damage no warranty will pay for.

Where the manufacturer requires installation or commissioning by a qualified person, have that work done by one and keep the record. Where a supply has to stay within a stated range, have it checked. If you make a claim, you may be asked to show the conditions the equipment was installed and running in.

Keep the manual, and keep the label carrying the model and serial number readable. Removing or defacing it makes a claim harder to support and with some manufacturers voids cover altogether.

Email wbwarehouses@gmail.com or call +971 56 494 7977. Send this in the first message: your order number, the model and the serial number where the equipment carries one, clear photographs of the fault and of the whole unit, a short video if the fault involves movement or noise, and a written description of what the fault is, when it started and what the equipment was doing at the time.

Your order number is the proof of purchase, whether you ordered as a guest or from an account. Tell us also how the equipment is installed and how heavily it is used. A fault that appears in a salon running the equipment all day is assessed differently from one on a unit used twice a week, and the manufacturer will ask.

Do not attempt a repair, and do not have a third party open the equipment, before we have replied. Work done before the claim is assessed can end the cover on the part that failed.

We will confirm what happens next. Some faults are settled with a part sent out to you, some need photographs passed to the manufacturer, and some need the unit inspected. We do not publish a response time on this page, so if you have not heard from us, call the number above rather than waiting.

Spare parts availability varies by manufacturer and by model. Some parts we can supply quickly, others are ordered in from the manufacturer, and for some older or discontinued models the part is no longer made at all. We cannot guarantee that any given part will stay available for the working life of the equipment, and we do not publish lead times we cannot control.

Repairs and parts outside warranty are chargeable. We quote you before any work is done or any part is sent, and we do not charge you for anything you have not agreed to in writing.

Shipping cost is not calculated by the website and no delivery figure appears on your order. Where a heavy item has to be moved for inspection or repair, who pays for that movement is agreed with you in writing before anything is collected.

A warranty claim is not a return. There is no automatic refund attached to it and our website cannot issue one. If a refund is agreed as the way to settle a claim, we arrange it manually, and we confirm the amount and the method to you before anything is paid.

Cancelling an order is a different thing from a warranty claim. You can cancel your own order while it is still pending or confirmed, and a card order that has not been paid is cancelled automatically after 60 minutes.

Nothing on this page removes any right you have under the law that applies to your purchase. Where that law gives you more than this policy does, the law applies.