Shipping & Warranty

Shipping & Warranty Policy

Last updated: August 2026

This Shipping & Warranty Policy sets out the shipping arrangements, delivery terms, warranty coverage, and return/exchange policy for products purchased from SMIO Beauty Equipment Mall (“SMIO,” “we,” “our,” or “us”) via smio.shop. This policy forms an integral part of our Terms of Service.

1. Dispatch Location

Default dispatch location: Guangzhou, China

From our SMIO Guangzhou facility and partner warehouses in the Greater Bay Area.

For certain product lines or stock availability scenarios, shipments may originate from our Hong Kong SAR logistics hub or Malaysian (Kuala Lumpur) warehouse. The actual dispatch location will be confirmed on the Proforma Invoice.

The Greater Bay Area (Guangzhou-Shenzhen-Hong Kong) provides access to major international ports (Guangzhou Port, Shenzhen Yantian, Hong Kong Kwai Chung) and international airports (Baiyun, Shenzhen Bao’an, HKIA), enabling flexible sea, air, and express freight options.

2. Shipping Methods

We support the following shipping methods, selected based on Incoterms, destination, urgency, and order size:

Sea freight (LCL/FCL): Most cost-effective for large/heavy orders. Typical for FOB, CIF, DAP terms.
Air freight: Faster, suitable for urgent orders or high-value lightweight equipment. Typical for FCA, CPT, DAP terms.
International express (DHL, FedEx, UPS): Door-to-door delivery for samples and small orders. 3-7 days typical.
Rail freight (China-Europe): For European destinations, balanced cost-speed option. 18-25 days typical.
Land freight: For Southeast Asian destinations (e.g., Malaysia, Vietnam, Thailand) via cross-border trucking.

Unless otherwise agreed, the default Incoterms for new B2B customers is EXW Guangzhou or FOB Guangzhou/Shenzhen. CIF, CIP, DAP, and DDP terms are available upon request and subject to additional quotation.

3. Delivery Timeframes

Estimated delivery timeframes from receipt of full payment and order confirmation:

Stage	Typical Duration	Notes
Production (custom orders)	7-25 business days	Depends on quantity & customization
Stock item dispatch	1-3 business days	After payment confirmation
Sea freight (Asia)	7-18 days	Port-to-port
Sea freight (Europe/Americas)	25-45 days	Port-to-port
Air freight	5-12 days	Airport-to-airport
International express	3-7 days	Door-to-door

These are estimates only. Actual times may vary due to weather, customs, peak season, force majeure, or remote destination factors. SMIO is not liable for delays caused by carriers, customs authorities, or events beyond our control.

4. Warranty Period

Standard warranty: 12 months from the date of shipment (Bill of Lading date or express AWB date).

For selected product lines and under specific distribution agreements, the warranty period may be extended to 24 or 36 months. The applicable warranty period is stated on the Proforma Invoice and Warranty Certificate shipped with the product.

Warranty is provided to the original B2B purchaser and is non-transferable. Reselling, re-exporting, or transferring the product to a third party does not extend or renew the warranty.

5. Warranty Scope

Covered under warranty:

Manufacturing defects in materials and workmanship;
Functional failure of core components (motor, control board, power supply);
Software defects that prevent normal operation;
Damage occurring during shipping when SMIO-arranged freight and SMIO-approved packaging are used (subject to claim within 7 days of receipt).

NOT covered under warranty:

Damage caused by misuse, abuse, negligence, or improper operation;
Damage from unauthorized modification, disassembly, or repair;
Consumable parts (filters, handpiece tips, electrodes, etc.);
Cosmetic wear and tear (scratches, dents, fading);
Damage from improper voltage, power surge, or use with non-approved accessories;
Damage from transportation when arranged by the customer;
Force majeure events (fire, flood, lightning, earthquake);
Products with altered, removed, or damaged serial numbers;
Products purchased from unauthorized channels.

6. Warranty Claim Process

Initial contact: Email service@smio.shop or message us on WhatsApp with the product serial number and a description of the issue.
Technical assessment: Our team will respond within 1 business day with troubleshooting steps. Many issues can be resolved remotely.
Evidence submission: If the issue is confirmed, please provide photos/videos of the defect and the serial number label.
Resolution: Based on assessment, SMIO will offer one of the following:
- Remote technical support and firmware update;
- Free replacement parts shipped via express (with installation guide);
- Return to SMIO Guangzhou for repair (shipping costs shared per warranty terms);
- Unit replacement for irreparable defects within 30 days of receipt.
Closure: Service report issued upon resolution.

Standard response time: within 1 business day. Standard resolution time: 5-15 business days from receipt of defective unit/parts, depending on complexity.

7. Return and Exchange Policy

7.1 Returns for defect (within warranty): If a product is confirmed defective and cannot be repaired, SMIO will provide a replacement unit or issue a credit note at our discretion. Return shipping from the customer to SMIO Guangzhou is the customer’s responsibility for claims after 30 days from receipt; SMIO covers return shipping for confirmed manufacturing defects within 30 days of receipt.

7.2 Returns for non-defect reasons: Due to the B2B nature of our business and the professional nature of our equipment, returns for non-defect reasons (change of mind, wrong specification ordered) are accepted only under the following conditions:

Item is unused, in original packaging, and in resalable condition;
Request is made within 7 days of receipt;
Customer bears all shipping costs (outbound and return) and a 25% restocking fee;
Customized products are non-returnable.

7.3 Exchange for specification change: If you need to exchange a product for a different model/specification, contact us within 7 days of receipt. Exchanges are subject to price difference adjustment, restocking fee (15% for stock items), and round-trip shipping costs.

7.4 Refund processing: Approved refunds are processed within 10 business days via the original payment method. For wire transfer refunds, bank fees may be deducted from the refund amount.

8. Packaging and Insurance

All shipments use export-grade packaging (foam-in-place, bubble wrap, export carton or wooden crate as appropriate). For sea freight, wooden crates are ISPM-15 treated and certified. Optional cargo insurance is available at 0.3% of the insured value and is recommended for high-value shipments.

9. Customs and Import

The customer (importer) is responsible for ensuring the product can be legally imported into the destination country, including obtaining any required permits, certifications, or licenses. The customer is responsible for all import duties, taxes, customs clearance fees, and any inspections required by local authorities. SMIO will provide necessary export documentation (commercial invoice, packing list, certificate of origin, BL/AWB) but does not provide destination-specific certifications unless separately agreed.