How do I make a Warranty Claim?Updated 20 days ago

To request warranty service, email [email protected]. Product registration and warranty claims are separate steps.

How to request warranty service

1. Check the troubleshooting guide for your model. Do not open or attempt to repair the device yourself.
2. Email our Customer Care Team with your model, order number or receipt, purchase date, retailer, and a description of the issue. Include photos or a short video showing the problem where possible.
3. Include the serial number if available. It is an eight-digit number with a dash on the bottom of the handle. Devices purchased before 2024 may not have a serial number.
4. Our team will review your request and provide troubleshooting, return, repair, or replacement instructions. Please contact us before sending a device back.

Registration and proof of purchase

• Purchased directly from ekrin.com: Warranty registration is not required. Include your Ekrin order details when requesting service so we can locate the purchase.
• Purchased from Amazon.com: Provide a verifiable Amazon order ID or register your product. Registration is not required when you can provide a verifiable Amazon order ID.
• Other authorized retailers: Register within 30 days of receipt under the existing registration requirements. Contact support if you need help verifying a purchase.

For gifts, the requirements follow the original purchase channel. If registering a gift, enter “Gift” in the order-number field. Use the warranty registration page when registration is needed, or email [email protected] for help.

Warranty coverage and limits

Our limited lifetime warranty covers defects in materials and workmanship during ordinary personal use, including the motor, housing, and attachments. It is nontransferable and applies to purchases from Ekrin or authorized retailers and distributors; proof of purchase may be required.

• Battery: The internal battery has a two-year warranty from purchase, rather than lifetime coverage. Normal capacity degradation is excluded. Battery failures after two years are evaluated at Ekrin’s discretion.
• Open-box devices: One-year warranty.
• Repair or replacement: Covered defects may be repaired with new or refurbished parts, or the device may be replaced. Replacement units carry a 90-day warranty. Under the published policy, a full replacement more than one year after the initial purchase fulfills the lifetime warranty, with exceptions at Ekrin’s discretion.
• International warranty shipments: Customers outside the United States are responsible for shipping fees and applicable import duties.

Exclusions include cosmetic damage, misuse, accidents, liquid damage, unauthorized repairs or modifications, use contrary to the manual, commercial or professional use, and normal battery wear. See the full warranty terms for complete coverage and exclusions.

Returns are separate from warranty claims

For a change-of-mind return, see how to return your massager. Return eligibility and shipping costs differ from warranty service.