Warranty — what's covered and how to file a claim
Coverage
Your CHOUOHC Radiance LED Mask is protected by a 2-year warranty against manufacturing defects, automatically from the date of purchase. There is nothing to register — coverage is automatic for the original purchaser.
The warranty applies to the original purchaser only and is non-transferable. If you purchased your device second-hand, the warranty does not carry over.
| Period | Coverage | |---|---| | Within 12 months of purchase | Assessment + free replacement (if defect confirmed) | | 12–24 months of purchase | Assessment + complimentary repair (if defect confirmed) | | After 24 months | Out of warranty |
The warranty covers manufacturing defects only — issues that arise from a fault in the product itself, not from accidental damage, misuse, or use with non-provided accessories.
What is not covered
- Damage caused by using third-party charging cords or adapters (always use the included accessories)
- Accidental physical damage
- Normal wear and tear
- Issues arising from misuse or use outside of the provided instructions
- Products purchased second-hand or from unauthorized sellers
Before filing a claim — troubleshoot first
Many issues that appear to be defects can be resolved with troubleshooting. Please check the relevant article before reaching out:
- Remote / controller not charging or won't hold a charge
- Mask won't turn on
- Session cuts off early or mask turns off mid-treatment
- A specific light color isn't working
How to file a warranty claim
- Contact us at support@chouohctokyo.com with your order number and a description of the issue
- We will ask you to send two things:
- A short video clearly showing the problem — share it via Google Drive, Dropbox, or WeTransfer
- A photo of your warranty card — found inside the front cover of the manual booklet that came in the box. You do not need to fill it out. Just photograph it clearly so the details are legible. It serves as proof of purchase for the claim.
- Our team will review the video and assess the issue
- If a defect is confirmed, we will follow up with next steps within 2 business days
Do not send your product back without contacting us first. Items returned without prior approval cannot be processed.
A note on the warranty card
The warranty card is included in your box for record-keeping purposes. You do not need to fill it out or register it — your warranty coverage is automatic from the date of purchase. The card primarily serves as proof of purchase if you ever need to file a claim.
How long does the process take?
Once we receive your video and warranty card photo, our team aims to assess and respond within 2 business days. If a resolution requires shipping (e.g. a replacement part), additional time will be needed depending on your location.