After-Sales Service & Warranty Policy

Our Commitment to You

At SMIO Beauty Equipment, we stand behind every machine we sell. Your success is our priority, which is why we offer industry-leading after-sales support and warranty coverage. When you invest in our professional beauty equipment, you’re not just buying a product — you’re gaining a dedicated partner for your business growth.

Warranty Coverage

Free 1-Year Comprehensive Warranty

Warranty Period: Starts from the date you receive your machine.

During the free warranty period (12 months), we provide:

• Parts Replacement — All defective parts replaced FREE of charge
• On-Site Service — Professional technician visits your location at no extra charge
• Labor Costs — All repair labor is fully covered
• Shipping & Logistics — Both-way shipping costs for parts and equipment are FREE

This comprehensive coverage applies to all defects and malfunctions not caused by human error, misuse, or unauthorized modifications.

What’s Covered Under Warranty?

• Manufacturing defects
• Component failures under normal use
• Electrical or mechanical malfunctions
• Software/firmware issues (where applicable)
• Performance deviations from published specifications

What’s NOT Covered?

• Damage caused by drops, impacts, or physical abuse
• Water damage or exposure to extreme conditions
• Unauthorized repairs or modifications by third parties
• Use of non-original consumables or accessories
• Normal wear and tear of consumable parts (tips, filters, etc.)

Lifetime After-Sales Service (Post-Warranty)

After the 1-Year Free Warranty Period

Your relationship with SMIO doesn’t end when the warranty expires. We provide LIFETIME after-sales service for all machines:

• Replacement Parts — Charged at factory cost price only (no retail markup)
• On-Site Technician Visit — FREE, lifetime complimentary on-site service
• Shipping & Logistics — FREE, we cover all shipping costs for repairs
• Diagnostic Assessment — FREE, no charge for fault diagnosis
• Technical Consultation — FREE, lifetime access to our technical team

What This Means for You: Even years after purchase, if your machine needs repair, you only pay the actual factory cost of any replacement parts. No service fees, no call-out charges, no hidden costs. Ever.

Free Training & Technical Support

Professional One-on-One Training

When you purchase any SMIO machine, you receive complimentary professional training at no additional cost:

Included Training Services:

• One-on-One Mentor Guidance — A dedicated expert instructor assigned specifically to you
• Equipment Operation Training — Complete walkthrough of all functions, settings, and protocols
• Treatment Technique Instruction — Hands-on guidance for performing professional treatments safely and effectively
• Safety & Maintenance Protocols — Best practices for daily operation, cleaning, and upkeep
• Business Integration Support — How to integrate the equipment into your existing service menu

Training Format Options:

• Video Training — Pre-recorded HD tutorial videos with step-by-step demonstrations
• Live Online Sessions — Real-time video calls with your assigned mentor (scheduled at your convenience)
• Written Guides — Detailed operation manuals, quick-reference cards, and protocol sheets

Business Resources & Materials

We don’t just sell machines — we equip you with everything you need to succeed in the beauty industry.

Provided Materials Include:

• Treatment Protocol Templates — Standardized procedures for each treatment type
• Marketing & Promotional Materials — Ready-to-use images, descriptions, and ad copy
• Pricing Strategy Guides — Industry-standard pricing recommendations for your region
• Client Consent Forms — Professional before/after treatment documentation templates
• Aftercare Instruction Sheets — Branded client handouts for post-treatment care
• FAQ & Objection Handling Scripts — Common customer questions and professional responses

How to Request Service

1. Contact Us — WhatsApp / Email: support@smio.shop / Website: smio.shop
2. Describe the Issue — Provide order number, machine model, and symptom details (photos/videos help!)
3. Schedule On-Site Visit (if needed) — We arrange a technician visit at your convenience
4. Repair & Test — Our technician repairs and tests thoroughly; you confirm satisfaction
5. Follow-Up — We check in after service to ensure everything works perfectly

Response Time Commitments

• General Inquiry — Within 2 hours (business hours)
• Technical Support Issue — Within 4 hours
• Warranty Repair Request — Within 24 hours
• Emergency / Machine Down — Same-day response
• Parts Order (post-warranty) — Shipped within 48 hours

Service Coverage Area

Our on-site service currently covers:

• Malaysia (All states — Peninsular, Sabah, Sarawak)
• Singapore
• Thailand (Bangkok & major cities)
• Philippines (Metro Manila & major cities)
• Indonesia (Jakarta & major cities)
• Vietnam (Ho Chi Minh City, Hanoi)

Frequently Asked Questions

Q: How do I know if my machine is still under warranty?
A: Your warranty starts from the delivery date. Check your invoice or contact us with your order number — we’ll confirm your coverage status immediately.

Q: What counts as “human error” that isn’t covered?
A: Dropping the machine, water damage, using wrong voltage/power supply, opening the casing yourself, or using non-original accessories. Normal professional use is always covered!

Q: Do I need to buy consumables from SMIO to keep my warranty valid?
A: We recommend using original SMIO consumables for best results, but using third-party consumables does not void your warranty unless they directly cause damage.

Q: Can I transfer the warranty if I resell the machine?
A: The warranty is tied to the original purchaser and is non-transferable. However, the new owner can still enjoy our lifetime after-sales service at factory-cost parts pricing.

Q: How long does a typical repair take?
A: Most on-site repairs are completed within 1-2 hours. If parts need to be ordered, we aim to complete within 3-5 business days.

Q: Is training available in languages other than English?
A: Yes! We provide training materials and sessions in English, Mandarin Chinese, Malay, Thai, and Vietnamese.

At SMIO, we believe great products deserve even greater service. That’s why our warranty isn’t just a piece of paper — it’s our promise to stand by you, today and always.