Product Support Overview
Product Support is a free service providing general after-sales and technical consultation to all customers who have purchased from Release Lab. It does not depend on warranty status, product usage status, or the date of purchase.
Important distinction: Product Support provides advice and instructions. It does not include free repairs, replacements, or refunds. Those services are governed by the applicable warranty and returns policies.
Scope of Product Support
We provide lifelong technical and after-sales consultation for purchased products, including:
- Usage guidance: Instructions for operation, wearing, assembly, and safe use.
- Cleaning and maintenance guidance: Advice on cleaning, disinfection, and everyday maintenance appropriate to the product’s materials.
- Remote troubleshooting: Help diagnosing common charging, power, and functional problems.
- Policy and process consultation: Information about warranties, returns and exchanges, after-sales processes, and order verification.
Exclusions of Product Support
The consulting service does not include:
- Free replacements, refunds, or repairs requested because of unsuitable size, dissatisfaction with a style, an accidental purchase, or a change of mind.
- Free warranty repairs for damage caused by misuse, improper cleaning, human error, or unauthorized modification.
- Warranty or replacement services for opened, used, or expired consumables such as lubricants, low-temperature candles, and disposable hygiene products.
- On-site maintenance, home inspections, offline repairs, or benefits beyond the official limited warranty.
Supplementary Statement
Product Support is a permanent free consulting service, separate from the time-limited warranty. Customers may still request advice after a warranty expires, when damage is caused by misuse, or after consumables have been opened.
Product Support does not change or extend the terms of the Limited Warranty.