1. Overview
2. Warranty Period and 2026 Warranty Upgrade
a. Standard Warranty
b. Warranty Upgrade — Effective January 1, 2026
3. Warranty Exclusions:
This warranty does not cover the following situations:
- Products that are outside the warranty period.
- Normal wear and tear, including scratches, cosmetic damage, aging of consumable parts, and accessories.
- Products without valid proof of purchase, or products purchased from unauthorized channels.
- Lost or stolen products.
- Free products, including gifts or promotional items.
- Damage or defects caused by repair, maintenance, or service performed by unauthorized service providers or anyone other than Neakasa-authorized personnel.
- Damage or defects caused by accidents, abuse, misuse, or improper maintenance, including but not limited to animal bites, natural disasters, shipping damage, or cleaning the product in a way that violates the user manual.
- Damage caused by using the product in ways it was not designed for, or in extreme environments.
4. Warranty Claim Process
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Step 1: Submit a warranty request through our customer service email or online form with the following information:
- Order number or invoice, purchase date, and purchase channel
- Product model
- Detailed description of the issue (photos or videos recommended for faster diagnosis)
- Step 2: Our support team will review your request and provide further instructions regarding repair, replacement, or return.
- Step 3: Once the claim is approved, we will arrange for repair or replacement. For valid warranty claims due to manufacturer defects, Neakasa will cover all related return shipping fees within our officially supported regions.
- Step 4: Replacement units do not extend or renew the original warranty period; the warranty continues from the original purchase date.
5. Exclusive Remedy & Liability Limitation
This warranty provides the customer’s exclusive remedy for any product defects.
Except as explicitly stated above, we make no other express or implied warranties, including but not limited to merchantability or fitness for a particular purpose.
To the maximum extent permitted by law, we are not liable for any incidental, indirect, punitive, or consequential damages arising from the use or inability to use the product.
6. Non-Transferability & Region Applicability
The warranty is valid in the regions where we officially ship and operate, including the United States, Canada, the European Union, and the United Kingdom.
For other regions, warranty support may vary depending on local regulations and authorized service availability.
7. Contact Us
If you have any questions or would like to submit a warranty claim, please contact us:
- Email: support@neakasa.com
Please have your purchase information and product details ready to expedite the process.
8. Relation to Return & Refund Policy
If your product experiences an issue within the first 30 days after purchase and meets the requirements of our Return & Refund Policy, you may first request a return or refund.
For issues occurring after the return period but within the warranty period, please follow the procedures outlined in this Warranty Policy.
9. Policy Updates
We reserve the right to update or modify this Warranty Policy at any time. Please refer to the latest version on our official website.