VILIM ball Warranty

VILIM ball is covered by a limited manufacturer warranty. This page explains what’s covered, what’s not covered, and how to submit a warranty claim.

If your issue is about effectiveness (not a defect), please use our 30-day return policy instead.

Warranty at a glance

• Standard warranty: 2 years (24 months)
  
• Extended warranty option: 2+1 years (3 years total) if purchased with your device
  
• What we do: If your claim is approved, we will repair or replace the device (or a defective part/accessory) in line with this policy.
  

When we ACCEPT a warranty claim

We can accept your warranty claim when all of the following are true:

1. Within the warranty period
   
   Standard: within 24 months of purchase/delivery (proof required)
   Extended: within 36 months if you purchased the Extended warranty (2+1 year) with the device
   
   
2. Proof of purchase is provided
   
   Order number / invoice / receipt, and the device serial number.
   
   
3. A functional defect occurred under normal use
   
4. No mechanical damage and no tampering
   
   No signs of impact damage, crushed housing, liquid damage, or other physical damage.
   Device has not been disassembled or repaired by the user or a third party, and the manufacturer seal is intact.
   

When we DO NOT ACCEPT a warranty claim

We cannot accept a warranty claim in the following situations:

• Out of warranty period (standard or extended).
• Damaged manufacturer seal.
  
• Mechanical/physical damage, including (examples):
  
  Drops/impact cracks
  Liquid exposure / corrosion
  Damaged charging port/cable due to pulling/twisting
  
• Unauthorized disassembly, modifications, or repair attempts.
  
• Normal wear and tear (cosmetic wear, scratches, discoloration).
  
• Battery aging (normal reduction in capacity over time).
  
• Issues caused by use outside the Instructions for Use (improper handling, cleaning, charging, storage).
  
• Purchases from unauthorized sellers (claims may need to be handled by the original point of sale).
  

How to submit a warranty claim

1. Go to Technical support page and submit the form:
   https://vilimed.com/pages/technical-support
   
2. Include:
   Serial number
   Purchase date
   Clear description of the issue
   Photos/videos (especially if there is visible damage)
   
   
3. Do not ship anything until you receive instructions.
   Items sent without a prior request/authorization may not be accepted.
   

What happens next

We may ask you to perform quick checks (e.g., device reset or cleaning contact points) to confirm the fault.