Warranty Policy for DioLaz Health Canada Licensed Devices

Effective Date: June 22, 2025 (for all products listed below)
Coverage Territory: Canada (devices must be purchased in Canada; warranty service is provided within Canada only)
Warranty Provider: DioLaz Canada Inc. (referred to as “DioLaz Canada” or “we/us”)

DioLaz Canada stands confidently behind the quality and reliability of our medical and aesthetic devices. Each Health Canada–licensed product from DioLaz Canada comes with a comprehensive warranty to give our customers peace of mind. All current Health Canada licensed devices are covered for three (3) years from the date of original purchase, and we guarantee availability of replacement parts for at least ten (10) years. Below we outline the specific warranty terms for each device (coverage may differ by product), followed by general terms, exclusions, and instructions applicable to all. This policy is designed to be rigorous and transparent, complying with Canadian law and avoiding any undue risk to DioLaz Canada Inc. (while not limiting any rights you have under law). Future Health Canada–licensed products added to our lineup will be appended to this policy with their respective terms, ensuring consistent coverage and clarity.

General Warranty Terms (Applicable to All Covered Products)

Warranty Duration: All DioLaz Canada Health Canada–licensed devices listed below include a standard 3-year limited warranty from the date of original purchase (invoice date). This warranty is provided to the original purchaser only and is not transferable to subsequent owners without our written consent. The warranty period will not be extended or renewed due to a repair or replacement; however, if a component or device is replaced under warranty, that replacement is warranted for the remainder of the original warranty period or ninety (90) days from the replacement date, whichever is longer.
Parts Availability (10-Year Support): DioLaz Canada guarantees that spare parts and replacement components for each covered product will be available for purchase for at least 10 years from the product’s original sale date or discontinuation date. This ensures long-term support for your investment. (Note: After the 3-year warranty period, such parts and any repair services would be at the owner’s expense, but will be readily accessible through DioLaz Canada.)
Coverage – What is Included: Each product’s warranty covers manufacturing defects in materials and workmanship under normal intended use during the warranty period. In general, this means we will repair or replace, at our discretion, any covered component that fails due to a defect or premature malfunction. Covered costs include all parts and labor required for the repair, any necessary software/firmware updates, and round-trip shipping for warranty service (within Canada). Specifically, for all devices, the following are covered:
- Hardware Parts: All fundamental device components and factory-included accessories are covered against defects (e.g., laser generators/tubes, internal circuitry, power supplies, cooling systems, touchscreens, and included handpieces or treatment heads).
- Repair Labor: All labor costs for diagnostics and repair or replacement of defective parts are covered in full during the warranty period. Repairs will be performed by DioLaz Canada technicians or authorized service partners at no charge to the customer.
- Software Updates: If the device’s operating software or firmware receives official updates or bug fixes during the warranty term, DioLaz Canada will provide and install these updates free of charge. Software updates are included as part of our support to ensure your device operates with the latest improvements (note: updates will be provided either remotely, via download, or during service appointments as appropriate for the product).
- Shipping Costs: DioLaz Canada will cover shipping charges for warranty service. We will provide either prepaid shipping labels or arrange freight pickup for sending the device or part to our service center. We will also cover the cost of returning the repaired (or replacement) unit back to you. Shipping coverage is limited to addresses within Canada. (If you are located outside Canada, or have moved the device outside Canada, please contact us to discuss service options. International shipping or duties, if any, would not be covered.)
Exclusions – What is Not Covered: This warranty does not cover any issues or damage that result from anything other than manufacturing defects in materials or workmanship. Specifically, the warranty will not apply if the defect or damage is caused by:
- Normal Wear and Tear: Routine usage-related depletion or degradation of consumable components. For example, gradual reduction in laser output due to normal aging of the laser tube or diodes, wear of light-emitting components, or other parts that naturally wear out over time with regular use, is not considered a “defect” covered by warranty. Consumable items (such as flash lamps, handpiece optical fibers, skincare product consumables, or other items designated by DioLaz as consumables) are only covered for manufacturing defects or premature failure, not for their expected usable life span being exhausted.
- Consumables & Disposable Accessories: Any consumable or disposable accessories that by their nature have a limited life (for example, protective eyewear, gel pads, cooling cartridges, etc. if applicable to a device) are not covered for wear or depletion. Handpieces and treatment heads are considered critical components and are covered for defects; however, their consumable elements (like lenses, crystals, or tips that require periodic replacement) are only covered for defects and not regular replacement. (Each product section below provides details on how this applies to that device’s handpieces or accessories.)
- User Damage or Misuse: Any damage caused by improper operation, misuse, or abuse of the device. This includes physical damage (e.g., dropping the machine, impact, crushing, spills of liquids into electronics), damage from using the device outside of recommended settings or purposes, or any use not in accordance with the product manual and training. Cosmetic damage (scratches, dents that do not affect performance) is not covered.
- Unauthorized Alterations or Repairs: IMPORTANT – The warranty is void if the device is serviced, repaired, or modified by any person or company other than DioLaz Canada or an authorized service provider certified by DioLaz. Opening the device casing, removing safety seals, altering calibration, installing unauthorized software, or modifying the equipment in any way without explicit written approval from DioLaz Canada will void this warranty. Likewise, using non-genuine replacement parts or accessories not approved by DioLaz that cause damage to the device will void the warranty.
- Lack of Maintenance or Improper Storage: Failures attributable to neglect or lack of reasonable maintenance. For example, not cleaning or replacing filters as instructed, ignoring warning indicators, or storing the device in improper environmental conditions (extreme temperatures, humidity, dust) that lead to damage. (Consult your user manual for maintenance guidelines that the user is responsible for.)
- External Factors: Problems caused by external events such as power surges/spikes, electrical supply issues, fire, flood, or other environmental calamities (“Acts of God”) are not covered. Similarly, damage due to the connection of the device to incompatible power sources or the use of improper ancillary equipment is excluded.
- Off-Label Use: Our devices are designed and licensed for specific medical/aesthetic uses. Use of a device for purposes other than its intended and approved use (off-label uses) that results in damage or malfunction will not be covered.
Remedies Under Warranty: If a defect in material or workmanship is confirmed by DioLaz Canada within the warranty period, we will, at our discretion, repair the product, replace the defective part(s), or replace the entire unit with a new or refurbished unit of equal performance and reliability. The choice of repair or replacement is made by DioLaz based on the nature of the problem. Replacement of a device or a component under warranty is provided at no cost. All replaced parts and equipment become the property of DioLaz Canada. The repair or replacement will be completed as soon as reasonably possible, with most in-warranty repairs completed within 10-30 business days (subject to parts availability and shipping times).
No Charges to Customer: During the warranty period, there will be no charge to you for covered repairs or replacements. This includes free return shipping of the repaired/replaced item. In some cases, we may opt to send field-replaceable parts (for example, a replacement accessory or module) directly to you along with instructions, to minimize downtime. Any such shipment of parts for self-replacement will also be free of charge, and the installation can be guided by our technical support team. (Note: Any self-repair or part replacement must be explicitly authorized by us to remain covered.)
How to Obtain Warranty Service: If your device experiences an issue, please follow these steps to request warranty service:
1. Contact DioLaz Support: Notify us as soon as a problem is noticed. You can reach DioLaz Canada Customer Support at customersupport@diolaz.com (or call +1 (825) 986-1320). Provide your name, contact information, the product model and serial number, date of purchase, and a detailed description of the issue. Photographs or error messages (if applicable) are helpful.
2. Troubleshooting: Our support team may work with you to troubleshoot the issue remotely. Many issues can be resolved through technical guidance or software updates. We may ask you to perform certain diagnostic steps or provide additional information.
3. Service Authorization (RMA): If the issue appears to be a hardware defect that cannot be resolved remotely, we will issue a Return Merchandise Authorization (RMA) number and provide instructions for sending the device or the affected part in for service. In some cases (especially for large laser machines), we might dispatch an authorized field technician to your site for inspection/repair, or arrange pickup by a specialized carrier. DioLaz will cover all shipping logistics as noted above.
4. Packaging: If shipping the device/part, please pack it securely in the original packaging if available. If you no longer have suitable packaging, let us know – we can ship you appropriate packing materials or a specialized crate if needed to ensure safe transport.
5. Repair/Replacement: Once received, our certified technicians will diagnose and repair the unit or replace components as required. We will keep you informed of the status. Our goal is to resolve issues promptly and return your equipment fully functional.
6. Return Shipping: After repair, we will ship the device or replacement unit back to you at our expense. We will provide tracking information and any necessary instructions for reinstallation. Typically, the original warranty continues to apply to the repaired/replaced item for the remaining term. If the original term has very little time remaining (less than 90 days), we will extend coverage for the replacement as noted above.
Limitation of Liability: To the maximum extent permitted by law, DioLaz Canada’s liability is limited to the repair or replacement of the product as described in this policy. DioLaz Canada shall not be liable for any indirect, incidental, special, or consequential damages arising from the use of the device or from breach of this warranty (for example, lost profits, lost business opportunities, downtime, or damage to property or personnel). Our warranty does not guarantee any specific clinical results or business outcomes from use of the device – it solely ensures the device will be free of manufacturing defects. In no event will DioLaz’s cumulative liability exceed the original purchase price of the product.
No Other Warranties: This limited warranty is the only express warranty provided by DioLaz Canada for these products. No employee, distributor, or third party is authorized to make any other warranty on our behalf. To the extent allowed by law, all other warranties or conditions (express or implied) are disclaimed – including any implied warranties or conditions of merchantability or fitness for a particular purpose. Some provinces do not allow limitations on implied warranties, so this disclaimer may not fully apply to you; in such cases, any implied warranties are limited to the shortest duration permitted by applicable law.

Your Rights Under Law: This warranty gives you specific legal rights, and you may also have other rights which vary by province or territory. This warranty is offered in addition to, and does not limit, any rights or remedies you may have under Canadian consumer protection laws. DioLaz Canada’s products are Health Canada licensed medical devices, meaning they meet stringent safety and effectiveness standards under Canadian law. Nothing in this warranty policy is intended to contravene any mandatory requirement of law. In the event any provision is found unenforceable, the remainder of the warranty shall remain in effect.

Below are the product-specific warranty details, including any additional coverage or limitations unique to each device.

For any questions about this warranty policy or to request service, please contact us at customersupport@diolaz.com or +1 (825) 986-1320. DioLaz Canada is committed to supporting our customers and products fully, in line with all applicable Canadian laws and the high expectations of quality and safety for medical devices. Enjoy peace of mind knowing your DioLaz equipment is protected by a robust warranty and our dedicated support team.