SoundMask Box warranty terms

sleenova SoundMask Box Extended Warranty Terms and Conditions

1. Extended Warranty Service Description

1.1 How to Obtain Coverage

1.2 Coverage Period

1.3 Service Provider

2. Important Notice

1. Your SoundMask Box order purchase information and main unit serial number (SN) are important credentials for applying for extended warranty service. Please keep them safe and do not disclose them to others. If you disclose such information and your extended warranty benefits are used by another person without authorization, you shall bear all resulting consequences and responsibility.
2. When you apply for extended warranty service, sleenova may need to collect and use your personal information and product information, including but not limited to:

   • Name
   • Phone number
   • Email address
   • Shipping address
   • Product model
   • Product serial number (SN)
   • Proof of purchase
   • Fault description, photos, or video materials
3. By submitting a service request, you consent to and authorize sleenova to collect, use, and process the foregoing information to the extent necessary to provide the extended warranty service.
4. To ensure the security and compliance of the extended warranty service and prevent abuse, sleenova reserves the right to verify product ownership, purchase information, and the identity of the actual user before providing service. If you are unable to provide valid documentation or fail identity verification, sleenova may refuse to provide extended warranty service.

3. Manufacturing Defect Replacement Service

3.1 Scope of Warranty

3.2 Replacement Product

• A brand-new product of the same model; or
• A product of the same model that has been inspected and confirmed to perform equivalent to a brand-new product; or
• If the original model has been discontinued, a functionally equivalent substitute model.

4. Coverage Scope

4.1 Covered Components

• SoundMask Box main unit electronic components × 1

4.2 Covered Events

• Manufacturing defects occurring under Normal Use;
• Functional failures of electronic components caused by non-user-related reasons;
• Product failure to operate properly due to internal component defects or manufacturing process issues.

5. Exclusions

5.1 Non-Covered Components

• Eyemask fabric;
• Mesh materials;
• Soft protective sleeve;
• Strap;
• Other non-electronic components;
• Wearable accessories or consumable accessories.

5.2 Non-Covered Circumstances

1. Damage caused by accident, dropping, crushing, impact, water ingress, fire, or other external causes;
2. Damage caused by misuse, abuse, negligent use, or use not in accordance with Normal Use;
3. Unauthorized repair, disassembly, modification, or replacement of parts;
4. Damage caused by the use of non-sleenova official accessories, unauthorized software, or third-party modification programs;
5. Loss, theft, abandonment, or missing main unit/critical components;
6. Products purchased through unauthorized channels;
7. Normal wear and tear, aging, or cosmetic damage that does not affect product functionality, including but not limited to scratches, stains, and discoloration;
8. Damage caused by failure to operate, store, or maintain the product in accordance with the user manual, instructions, or safety notices;
9. Damage caused by environmental factors, including but not limited to extreme temperatures, high humidity, corrosive environments, and dust accumulation;
10. Damage caused by force majeure events, including but not limited to natural disasters, fires, floods, earthquakes, and lightning strikes;
11. Any indirect, incidental, consequential, or economic losses arising from the use of the product;
12. Any other non-manufacturing-defect circumstances that may be excluded under applicable law.
    
    

6. Termination of Service

6.1 Circumstances in Which sleenova May Terminate Service

1. The product was not purchased through sleenova’s official or authorized channels;
2. The user intentionally damaged the product;
3. The user provided false, forged, or misleading information;
4. The product was disassembled, modified, or repaired without authorization;
5. Covered components are missing, making it impossible to verify the product condition or cause of failure;
6. The user used the product for illegal, unlawful, or improper activities;
7. The user transferred, sold, or otherwise provided extended warranty rights to any third party without authorization;
8. Fraud, abuse of extended warranty service, or any other violation of these Terms occurs.

6.2 Automatic Termination

• Expiration of the coverage period;
• The user voluntarily opts out of the extended warranty service;
• The product has been returned and refunded in accordance with sleenova’s return policy;
• Any other termination event provided by law or these Terms.

7. Service Request Process

7.1 Contact Information

• Email: support@sleenova.com
• WhatsApp: https://wa.me/15314359555

7.2 Information Required for a Service Request

1. Proof of purchase, including the order confirmation screenshot and registered email address;
2. Device serial number (SN), which can be found on the QR code on the bottom of the main unit or in the Sleenova App;
3. Description of the product issue;
4. Photos or videos showing the fault condition;
5. Complete shipping address;
6. Valid contact telephone number;
7. Any other information reasonably requested by sleenova to determine the cause of the failure.

7.3 Service Procedure

1. The user contacts sleenova Customer Support by email or WhatsApp;
2. The user submits proof of purchase, SN, fault description, and related materials;
3. sleenova reviews the materials and verifies extended warranty eligibility;
4. If approved and the claim is confirmed to fall within coverage, sleenova will provide repair or replacement service;
5. sleenova will ship the repaired or replacement product to the user.

8. General Terms

8.1 Non-Transferability

8.2 Verification of Identity and Ownership

8.3 Amendment of Terms

8.4 Governing Law

8.5 Consumer Rights

9. Cancellation and Refunds

9.1 No Refunds

9.2 Return of the Main Unit Does Not Affect These Terms

9.3 Voluntary Opt-Out by the User

9.4 Reservation of Rights Under Law

10. Inquiries and Support

11. User Acknowledgment