Shipping Policy
For your convenience, we offer free ground shipping on orders over $1,000 and various domestic and international shipping methods. To get your Celluma faster, you may consider expedited shipping. Expedited shipping methods do not take into account 1-2 business days of order processing time. We appreciate your patience!
Shipping Protection
As a default service option, we offer Route Insurance to fully protect your investment from loss or theft in transit. You may decline this option in the shopping cart or at checkout, in which case we will require signature upon delivery.
Return Policy
We want you to be completely satisfied with your purchase. Before purchasing a new Celluma device, please read all information and visit our chat if you have any questions.
We offer 30-day returns on unused devices.
After purchase, if you have an unused device that you would need to return, or if you have used your Celluma Device and need support for any reason, we are here to help you!
Please Note: Celluma LED products are Class II medical devices, and so we cannot accept a used device as a return, as it cannot be resold. That also means every single device we ship to you is a brand new, unused product.
Unused Celluma Device Returns
If you feel you need to return your Celluma Device for any reason, you will need to call your Clinical Support Specialist at (714) 978-0080 from 7am-5pm M-F Pacific, or email [email protected] and someone will be in touch with you. Please have your purchase details handy so that we can locate your account and provide personalized support for you.
30 Day Returns
You have 30 days from the date of purchase to contact us for a Return Authorization and shipping guidelines for the return of the device.
Used Celluma Devices
If you have questions about your new Celluma Device or wish to return it we would also encourage you to contact us at the number above. Our team of Clinical Sales Specialists can help you to ensure you are getting the most out of your experience with your Celluma Device, and they can help you to understand your options under warranty, and other options for servicing your device.
If you decide with your Clinical Sales Specialists that you would like your device to be evaluated, you will be issued a Return Authorization number and information so that you can send your device to our facility in California for an evaluation (an exact address will be provided at that time). The evaluation is usually free, though initial shipping will be at your own expense.
Please note that we are not responsible for any lost or missing packages during the shipping process, so we advise using a service that provides tracking and insurance for the full purchase amount. Also, please include your name and contact information, including your full postal address, phone number, and e-mail. Failure to provide this information may delay the evaluation of your device.
Authorized Returns for Full or Partial Refund
Once we receive your device, we will perform a full evaluation. Depending on the condition of the device and packaging, one of four categories will apply:
- Unused undamaged – this device is still in its original packaging and has not been used. We can return it to inventory as new and issue a refund. For clarity, internal device software tracks usage, and while simply turning the device on for a few minutes does not constitute usage, cumulative time of 10 minutes or more in the on position does constitute a “used” device.
- Unused damaged – this device is unused, but the packaging shows signs of damage. A 10% restocking fee will apply, and the amount will be deducted from any refund.
- Seal broken, removed or tampered with not used - this device has not been used, but the seal on the packaging has been broken, removed, or tampered with. A 20% restocking fee will apply, and the amount will be deducted from any refund.
- Seal broken, removed or tampered with used – this device has been used, or there is evidence of it being used. It cannot be returned to inventory as new, and therefore no refund will be given.
Warranty Policy
We have a 2-year manufacturers warranty for product defects, and the option to purchase a 3rd year extended warranty within 1 year of the original purchase. Please see the fully warranty rules and details here.
We hope this policy is clear and easy to understand, and your Clinical Support Specialist will be able to guide you through the process. If you have any questions or concerns at any time, please do not hesitate to contact us at [email protected] or call us at 714.978.0080
We appreciate you and thank you for choosing Celluma!
