Warranty and Support

Warranty

Go to the warranty claim and get technical support

1. VIDIS SA, whose registered office is in Bielany Wrocławskie at ul. Logistyczna 4, 55-040 Bielany Wrocławskie, Poland (“Warrantor”) herewith grants this warranty (“Warranty”) for the ViSHAPE branded products purchased on the territory of the European Union (“Products” or “ViSHAPE Products”). This Warranty shall be contingent upon the Products being used solely for the purposes they are designed for, within their technical capabilities and in line with the applicable user manuals and all the remaining technology-related documents handed over to their buyer at all times.
2. Authorised warranty services for ViSHAPE Products shall be performed by VIDIS SA Service Centre located at ul. Logistyczna 4, 55-040 Bielany Wrocławskie, Poland (“Authorised Service Centre”). All repairs of the Products shall be performed at the Authorised Service Centre.
3. The benefits under this Warranty shall be available to the party which purchased the Product for their own use (Home Warranty, Home+ Warranty) or for commercial use (Commercial Warranty, Commercial+ Warranty), hereafter referred to as the “Buyer”.
4. The basic Warranty is granted for a term of 2 years if the Product is covered by a Home Warranty (i.e. if the Product is used in a home environment for not more than 4 hours per day) or for a term of 1 year if the Product is covered by a Commercial Warranty (i.e. if the Product is used for commercial purposes at such venues as a gym, hotel, spa, etc. for 4 or more hours per day).
5. A Home+ Warranty may be purchased for a Product purchased for private use, and a Commercial+ Warranty may be purchased for a Product purchased for commercial use. Each of those two warranty options extend the term of the basic Home or Commercial Warranty, respectively, by an additional 1 (one) year.
6. Should the applicable extended warranty option be purchased, during the extended warranty term the Warrantor shall be obliged to perform any warranty repairs in line with the general terms and conditions hereof.
7. The Home+/Commercial+ warranty option may only be purchased upon purchasing the Product or within the non-extendible period of 3 months running from the date of the Product purchase.
8. The document that serves as the proof of purchase of the Product that is subject to a Home+/Commercial+ Warranty, or the document that proves a subsequent purchase of the Home+/Commercial+ Warranty has to state the serial number of the Product for which the respective Home+/Commercial+ Warranty has been purchased.
9. The Buyer shall notify the Warrantor of the occurrence of a defect without undue delay, and in any case not later than within 2 days from the date on which it was discovered. Using a Product which has been found to be flawed may be dangerous to its user and may worsen the damage to the Product. The Buyer's non-compliance with any of the terms or conditions set forth above shall void the Buyer's rights under the Warranty.
10. All ViSHAPE Products purchased and used on the territory of the European Union are covered by a door-to-door warranty service.
11. This Warranty solely covers hidden physical defects caused by factors inherent to the Product. 
12. This Warranty shall not apply to any defects caused by any factors for which the Warrantor is not responsible, including without limitation:  
    • mechanical damage other than being a consequence of the manufacturing process applied, including without limitation any damage sustained by the Product in the course of it being transported or handled,
    • any damage or malfunction caused as a result of improper use or abuse of the Product, the Buyer's negligence or the Product having been used in any way that is not prescribed in the user manual,
    • any damage caused by any actions or omissions of the Buyer or any third parties,
    • using the Product for any purposes it is not designed for,
    • any design flaws of the local utility systems, or an incorrect choice of the Product,
    • incorrect installation, maintenance, storage or transport of the Product,
    • any damage caused as a result of the use of non-genuine accessories, consumable materials or installation accessories or materials, or any such accessories or materials that do not conform to the manufacturer's recommendations,
    • damage caused by an incorrect use of the Product, including without limitation any damage caused due to the use of unsuitable cleaning or care products,
    • any damage caused as a result of normal tear and wear of the parts that are subject to tear and wear. 
13. This Warranty does not cover the Product's packaging, consumable materials or any parts of the Product that are subject to normal tear and wear (fans, drive belts, metal cables, upholstery or any decals or information printed on the Product's housing).
14. This Warranty does not cover any of the following types of work carried out by the Authorised Service Centre, without limitation: equipment set-up, cleaning, maintenance, or technical inspections carried out on the Buyer's request. Those services shall be subject to applicable fees.
15. The Buyer's eligibility to the benefits under this Warranty shall be voided if any of the following circumstances have occurred:
    • any modification to the Product's design, structure, technique of operation, technology or assembly has been made,
    • any damage to or alteration of the structure of the Product has been caused by any action or omission if the Buyer, any third party or force majeure,
    • any alteration, fix, improvement or any other modification has been made to the Product, 
    • any repairs have been performed by any party other than the Warrantor, 
    • any adjustments or repairs have been made to the Product by any unauthorised party, 
    • any warranty stickers have been damaged,
    • the Product is incomplete, 
    • the Product's serial numbers have been changed, removed or are no longer legible. 
16. The defects of the Product shall be removed by the Authorised Service Centre by the date agreed with the Buyer, which shall in any case not be longer than 14 days counted from the date on which the Product is delivered to the Authorised Service Centre. 
17. Should it become necessary to order any spare parts or perform an unusual repair, the Warrantor reserves the right to extend the period allocated for the removal of the defect by the Authorized Service Centre as appropriate, which however may in no case exceed 30 days counted from the date on which the Product is delivered to the Authorised Service Centre.
18. During the term of the Warranty, the Warrantor agrees to remedy any defect or flaw discovered in the Product by repairing the Product in the first place. Should it be impossible to repair the Product, the Warrantor agrees to either replace the Product with one that is free from any defects (either a brand new Product or another one whose specifications are comparable to and in any case not inferior to those of the Product being replaced) or to refund the price paid for the Product within 30 days counted from the date on which the Product is delivered to the Authorised Service Centre.
19. The warranty term shall be extended by the duration of the product repair process, i.e. the period from the date on which the Product is delivered to the Authorised Service Centre to the date on which it is handed over back to the Buyer after the repair. Should the Product be replaced with a brand new one or another one that is free from any defects, the full warranty term shall be restarted and counted anew for the entire replacement Product, and it shall run from the date on which it is handed over back to the Buyer. Should a part of the Product be replaced, the warranty term shall be restarted and counted anew for the replaced part of the Product only, and it shall run from the date on which the repaired Product is handed over back to the Buyer.
20. All accessories included with the Products (handles, ankle straps, hip belt, wireless button) shall be covered by the same Warranty as the Product itself. This Warranty covers neither any mechanical damage to accessories nor any defects that resulted from the normal tear and wear. 
21. The Warrantor shall not be obliged to provide the Buyer with any temporary replacement product for the period during which the Product is undergoing the warranty service process.
22. The performance of the warranty services shall be contingent on a proof of purchase of the Product having been presented and the terms of this Warranty having been approved by the Buyer upon their submitting the warranty claim form. 
23. The Buyer shall report defects of the Product using a warranty claim form.
24. Having performed a preliminary verification of the claim, the Warrantor shall attempt to resolve the issue remotely. Next, should it be necessary to return the Product to the Authorized Service Centre, the Warrantor shall provide the Buyer with instructions on how to prepare the Product for its shipment to the Authorized Service Centre and shall arrange with a carrier to collect the Product.
25. In order to facilitate the delivery of the defective Product to the Authorised Service Centre, the Buyer shall make sure the RMA (Return Material Authorisation) number, which they have first obtained it from the Authorised Service Provider upon submitting the warranty claim, is stated on its external transport packaging.
26. The Buyer shall prepare and secure the Product for transport to the Authorized Service Centre. The Warrantor shall not be obliged to cover any costs of purchase of any materials needed to secure the Product properly for the purposes of its transport.
27. The Warrantor shall be responsible for arranging for the transport of the Product covered by the Warranty in connection with the warranty claim, including sending the Product by the Buyer from the place of its use to the Authorized Service Centre, as well as for returning it, after the warranty claim process has been completed, to the location specified by the Buyer.
28. The Warrantor shall cover the shipping costs of transporting the Product covered by the Warranty in connection with the warranty claim, i.e. the cost of sending the Product from the place of its use to the Authorized Service Centre, as well as of returning it, after the warranty claim process has been completed, to the location specified by the Buyer.
29. The Warrantor reserves the right to charge the Buyer with the costs the Warrantor incurred to perform the warranty claim process if the analysis performed by the Authorised Service Centre proves the Product is free from defects, or if the damage revealed is not covered by this Warranty.
30. The defective Product that has been replaced with a new or an alternative item in the course of resolution of the Buyer’s warranty claim shall become the property of the Warrantor (the same also applies to any defective components and accessories replaced).
31. This Warranty shall not exclude, restrict or limit the Buyer's rights applicable in an event of non-conformity of the item sold with the applicable contract. By law, the Buyer is entitled to remedies from and at the expense of the Seller. The Buyer may exercise their rights arising of the non-conformity of the item sold with the contract, regardless of the rights arising from this Warranty.

VIDIS SA service

ul. Logistyczna 4,
55-040 Bielany Wrocławskie
Poland

phone: +48 71 33 880 20

e-mail: serwis@vidis.pl

The service is open Monday - Friday from 9:00 a.m. to 4:00 p.m.