Warranty Policy

We stand behind the quality of our LED light therapy devices. This page explains what is covered, what is excluded, and how to request warranty support.

1-year warrantyCoverage starts from the date you receive your parcel.
Eligible devicesLED Light Therapy Masks and LED Light Therapy Panels.
Local supportWe aim to reply to complete claims within 2 business days.

What is covered

  • Defects in materials or workmanship that cause the device to fail to power on.
  • LEDs that stop working or a controller that malfunctions during normal use.
  • Repair or replacement of the defective unit or component, at VanqHeal’s discretion, free of charge during the warranty period.
  • Replacement products or parts remain covered for the balance of the original one-year warranty.

What is not covered

  • Damage caused by dropping, crushing, liquid ingress, fire, or unauthorised disassembly or modification.
  • Use of non-original accessories or repairs carried out by unauthorised personnel.
  • Normal wear and tear, including silicone ageing, loss of strap elasticity and cosmetic scratches.
  • Consumables such as eye goggles, charging cables and storage pouches.
  • Damage caused by not following the instructions, including continuous back-to-back treatments or use in a bathroom.
  • Claims without proof of purchase, or where a warranty sticker has been removed or the serial number is illegible.

How to make a warranty claim

  1. Contact support. Message us on WhatsApp at +27 71 357 4416 or email vanqheal@gmail.com within the warranty period.
  2. Provide the details. Include your order number, device model, a clear description of the fault, and supporting photos or video.
  3. Receive instructions. We aim to reply within 2 business days with repair, replacement or return instructions.
  4. Return the device. The customer pays outbound shipping and must use a traceable service. COD shipments will be refused.
  5. Inspection and resolution. Once received, inspection, repair or replacement is normally completed within 3–5 business days. VanqHeal covers shipping back to the customer.

Returns and shipping costs

Situation Shipping responsibility
7-day no-reason return
Product must be unopened and complete.		 The customer pays both outbound and return freight.
In-warranty repair or replacement The customer pays to send the device to VanqHeal; VanqHeal pays to ship it back.

Please note: Shipping fees are non-refundable. Surface mail and COD shipments are not accepted. For general returns, please also read our Return & Refund Policy.

Limitation of liability

To the extent permitted by law, VanqHeal is not liable for indirect, incidental or consequential damages arising from product malfunction. Any device serviced or altered by unauthorised personnel is excluded from this warranty.

General terms

  • This warranty is non-transferable and applies only to the original purchaser.
  • This warranty does not affect any statutory rights you may have as a consumer.
  • VanqHeal reserves the right of final interpretation of these warranty terms.

Need warranty support?

Send your order number and a photo or video of the issue so we can help faster.

Contact us on WhatsApp