Warranty Policy

Effective as of July 2025

At Urban Chill Shop, we stand behind the quality of our products and provide limited warranty coverage for manufacturing defects in materials and workmanship, subject to the terms below.

This Warranty Policy applies only to the original purchaser and only to products purchased directly from Urban Chill Shop or an authorized Urban Chill Shop sales channel. A valid proof of purchase is required for all warranty claims.

Nothing in this policy limits any non-waivable rights under applicable consumer protection laws.

1. What This Warranty Covers

This warranty covers manufacturing defects in materials or workmanship that arise during normal intended use during the applicable warranty period.

This warranty does not cover change of mind, normal wear and tear, cosmetic aging, improper use, improper assembly, improper maintenance, misuse, abuse, overloading, unauthorized modification, or damage caused by external conditions.

Urban Chill Shop reserves the right to determine, in its reasonable discretion, whether a reported issue is a covered manufacturing defect.

2. Warranty Period by Product Type

A. Facial Beds and Massage Tables

For facial beds and massage tables, the applicable warranty tier is determined by the item’s original pre-tax selling price as shown on the customer’s order confirmation or invoice, excluding shipping, taxes, and other service charges.

In cases involving bundle discounts, custom quotations, or promotional pricing, Urban Chill Shop reserves the right to determine the applicable warranty tier based on the product price allocated on the order or invoice.

Facial Beds and Massage Tables Under CAD $1,000 (Pre-Tax Selling Price)

• 1 year for motors
  
• 1 year for frame and structural components
  
• 1 year for heater
  
• 1 year for upholstery adhesion defects
  

Facial Beds and Massage Tables Over CAD $1,000 (Pre-Tax Selling Price)

• 2 years for motors
  
• 2 years for frame and structural components
  
• 1 year for heater
  
• 1 year for upholstery adhesion defects, including peeling caused by a material or adhesion defect
  

For clarity, upholstery coverage is limited to peeling, cracking, or adhesion failure caused by a material or manufacturing defect. It does not cover staining, friction wear, punctures, cuts, scratches, discoloration, compression, improper cleaning, chemical exposure, or environmental exposure.

B. Barber Chairs and Styling Chairs

• 1 year for hydraulic, mechanical, and structural components
  

Upholstery, cosmetic deterioration, scratches, fading, creasing, punctures, cuts, and normal wear from use are not covered.

C. Non-Electric Products

For non-electric massage tables, folding treatment beds, and similar non-motorized products:

• 3 months limited warranty for manufacturing defects in frame, hardware, and structural components only
  

This category does not include coverage for upholstery wear, punctures, tears, cosmetic damage, or damage caused by overload, improper storage, improper assembly, or misuse.

D. Small Electrical Devices

For small electrical devices such as facial steamers, towel warmers, magnifying lamps, and similar accessories:

• 3 months limited warranty against manufacturing defects
  

Consumable parts, bulbs, cosmetic wear, damage caused by improper voltage, misuse, power surges, water exposure, or external electrical issues are not covered.

E. Final Sale, Clearance, and Liquidation Items

Final sale, clearance, and liquidation items are sold as is and are not covered by any standard warranty unless otherwise required by law or expressly confirmed in writing by Urban Chill Shop.

If such an item arrives damaged, defective, or incorrect, the issue must be reported within 48 hours of delivery, and Urban Chill Shop will review the matter and determine the appropriate remedy.

F. Floor Model and Display Items

Floor model and display items may show cosmetic wear, minor imperfections, handling marks, or non-original packaging. These items are sold based on their disclosed condition.

Any warranty applicable to a floor model or display item must be expressly stated in writing by Urban Chill Shop at the time of sale. Unless confirmed in writing, no standard warranty applies to floor model or display items except as required by law.

3. What Is Not Covered

This warranty does not cover, and the following are expressly excluded:

• normal wear and tear
  
• cosmetic damage reported after delivery and normal inspection period
  
• scratches, dents, scuffs, creases, fading, minor discoloration, texture variation, stitching variation, or other cosmetic issues that do not affect function
  
• compression or softening of foam, padding, or upholstery from normal use
  
• damage caused by improper installation, assembly, relocation, misuse, abuse, neglect, or overloading
  
• damage caused by improper cleaning products, chemicals, oils, waxes, solvents, dyes, or staining substances
  
• damage caused by humidity, sunlight, temperature extremes, corrosion, rust, water exposure, or other environmental conditions
  
• damage caused by improper voltage, electrical incompatibility, power surges, extension devices, adapters, or external electrical issues
  
• unauthorized repairs, alterations, or modifications
  
• issues caused by third-party handling, moving, delivery after receipt, or customer-arranged service
  
• subjective dissatisfaction with comfort, firmness, color tone, texture, or aesthetic preference
  
• consumable parts or routine maintenance items
  
• any issue arising after resale or transfer of the product to another owner
  

4. Inspection and Assembly Responsibility

The customer is responsible for arranging for an authorized recipient to inspect the shipment at the time of delivery.

Before signing the Proof of Delivery (“POD”) or delivery receipt, the recipient must:

• confirm the number of packages received;
• inspect all accessible sides of the carton, pallet, wrapping, straps, and product;
• check for punctures, crushing, tears, dents, wet areas, missing packaging, broken straps, leaning or collapsed pallets, and other signs of mishandling; and
• take clear photographs of any visible damage before the shipment is moved or unpacked.

Visible Shipping Damage

Any visible damage, shortage, or packaging irregularity must be described specifically on the POD while the driver is present. General statements such as “subject to inspection,” “possible damage,” or “box damaged” may not be sufficient.

The notation should describe the actual condition, for example: “carton punctured on right side,” “bottom of pallet crushed,” or “one package missing.”

The customer must also photograph the affected areas and notify Urban Chill Shop as soon as possible, and no later than 24 hours after delivery.

If serious visible damage is present, the customer should contact Urban Chill Shop before accepting the shipment. Where appropriate, Urban Chill Shop may instruct the customer to refuse delivery after the damage has been fully documented on the POD.

A POD signed without any specific damage or shortage notation is evidence that the shipment was received without visible damage. A shipping-damage claim may be denied or limited if damage that was reasonably visible at delivery was not recorded on the POD.

Concealed Shipping Damage

Concealed damage means damage that could not reasonably have been identified from an inspection of the exterior packaging at the time of delivery.

The customer must unpack, inspect, and test the product as soon as reasonably possible. Concealed damage must be reported to Urban Chill Shop in writing within 48 hours of delivery.

The report must include:

• the order number;
• a description of the damage;
• photographs of all sides of the original packaging;
• photographs of the pallet, wrapping, straps, foam, shipping label, and other packing materials;
• photographs or video of the full product and damaged area;
• a copy or photograph of the POD, if available; and
• an unboxing video, if one was recorded.

The customer must retain the damaged product and all original packaging, including the carton, pallet, wrapping, straps, foam, protective materials, and shipping labels, in the condition in which they were received. These materials must not be discarded until Urban Chill Shop or the carrier provides written authorization.

After discovering damage, the customer must not continue using, repair, alter, dispose of, or return the product without written instructions from Urban Chill Shop.

Claim Eligibility

Reporting an issue within 24 or 48 hours begins the review process but does not automatically establish that the damage occurred during transportation or that a claim will be approved.

To the extent permitted by applicable law, a shipping-damage claim may be denied or limited if:

• visible damage was not specifically recorded on the POD;
• the original packaging or damaged product was discarded;
• the customer continued using, repairing, modifying, or moving the product after discovering the damage;
• required photographs, videos, or documentation were not provided;
• the report was submitted outside the applicable reporting period; or
• the customer’s actions or failure to preserve evidence prevented Urban Chill Shop or the carrier from investigating or recovering the loss.

Where the customer’s failure to follow these requirements prevents or reduces recovery from the carrier, Urban Chill Shop will not be responsible for resulting re-packaging, return, replacement, or re-delivery costs, except where otherwise required by applicable law.

These requirements apply specifically to delivery-related damage claims. Discarding the packaging or signing a POD without notation does not automatically cancel warranty coverage for a separately verified manufacturing defect. Any such defect will be reviewed under the remaining terms, remedies, exclusions, and shipping responsibilities of this Limited Warranty.

5. How Warranty Service Is Provided

If a valid warranty claim is approved, Urban Chill Shop may provide one or more of the following remedies, in its sole discretion:

• troubleshooting support
  
• replacement parts
  
• repair guidance
  
• replacement of the defective component
  
• exchange for the same or a functionally equivalent product
  
• partial refund
  
• full refund
  
• another commercially reasonable remedy
  

A refund or full replacement is not automatically the first or only remedy.

For shipped orders and oversized items, warranty service is typically provided through remote troubleshooting, replacement parts, replacement of affected components, or other reasonable off-site solutions. Urban Chill Shop is not required to accept return of the full product unless expressly authorized in writing.

Replacement parts or replacement products may be new, refurbished, or functionally equivalent, depending on availability.

6. Costs Not Covered

Unless otherwise required by applicable law or expressly agreed to in writing by Urban Chill Shop, this limited warranty covers only the approved replacement part, repair, replacement component, or replacement product. It does not include:

• labor or technician charges
• diagnosis or repair performed by a third party
• assembly, disassembly, removal, installation, or reassembly
• packaging, re-packaging, crating, or palletizing
• pickup, courier, freight, delivery, liftgate, inside-delivery, storage, insurance, customs, duties, brokerage, or other transportation and handling charges
• downtime, loss of use, loss of business, loss of revenue, or other indirect or consequential losses

If Urban Chill Shop authorizes or requires a defective part or product to be returned for inspection, repair, exchange, credit, or refund, the customer is responsible for properly packaging the item and paying all costs associated with returning the original or defective item to the location designated by Urban Chill Shop.

If Urban Chill Shop approves and ships a repaired item, replacement part, replacement component, or replacement product, the customer is also responsible for all costs associated with shipping and delivering that item to the customer.

For clarity, if a full-product exchange is approved, the customer is responsible for both:

1. the cost of returning the original product; and
2. the cost of shipping and delivering the replacement product.

Urban Chill Shop may arrange the transportation on the customer’s behalf and may require payment of the estimated shipping charges before pickup or dispatch. Any overpayment will be refunded, and any shortfall based on the carrier’s actual charges remains payable by the customer.

All returns require prior written authorization and must follow the instructions provided by Urban Chill Shop. Unauthorized, freight-collect, or cash-on-delivery shipments may be refused and will not be reimbursed. The customer remains responsible for loss or damage during return transportation until the item is received at the designated location.

These shipping responsibilities apply even when the underlying defect is approved under this limited warranty.

Shipping damage, concealed damage, shortages, incorrect products, and products reported as non-functional upon arrival are subject to the inspection, documentation, packaging-retention, and reporting requirements in Section 4.

Timely reporting alone does not establish the cause of the issue or automatically entitle the customer to a refund, replacement, or free shipping. Urban Chill Shop will determine the appropriate remedy and responsibility for transportation costs based on the available evidence, the customer’s compliance with Section 4, the carrier’s investigation where applicable, and applicable law.

Nothing in this section limits any non-waivable rights available under applicable law.

7. How to Make a Warranty Claim

To request warranty service, please contact support@urbanchillshop.com and include:

• your order number or proof of purchase
  
• the product name
  
• serial number, if available
  
• a clear description of the issue
  
• clear photos or videos showing the issue
  
• photos of the full product and affected area
  
• photos of packaging and shipping label, if the issue may be related to shipping damage
  

Urban Chill Shop may request additional information, troubleshooting steps, or inspection materials before determining warranty eligibility.

8. Claim Review and Resolution

All warranty claims are subject to review and approval by Urban Chill Shop.

Urban Chill Shop reserves the right to:

• determine whether the reported issue is covered under this policy
  
• request further documentation before approving a claim
  
• require troubleshooting before authorizing replacement or refund
  
• provide component-level remedies instead of accepting return of the full product
  
• substitute a comparable part or model if the original is unavailable
  

Failure to provide requested information within a reasonable time may delay or result in denial of the claim.

9. Non-Transferability

This warranty applies only to the original purchaser and is non-transferable. It does not extend to subsequent owners, transferees, or resale transactions.

10. Policy Interpretation

No oral statement, courtesy exception, informal message, prior customer service communication, or past accommodation will modify this policy unless confirmed in writing by Urban Chill Shop.

Any exception granted by Urban Chill Shop is discretionary, must be confirmed in writing, and does not create an ongoing right or precedent.

Urban Chill Shop reserves the right to interpret and apply this policy in a commercially reasonable manner based on the facts of each case.

11. Contact

For warranty claims or product support, please contact:

Urban Chill Shop

Email: support@urbanchillshop.com

Website: www.urbanchillshop.com