All products purchase from HYSSES boutiques and online stores are not covered under warranty except the following:
- Mini Travel Nebuliser
- Ultrasonic Mist Diffuser
The warranty guarantees the above mentioned products and all parts thereof to be free from defects in material and workmanship under normal use and service from the period commencing upon the date of purchase and continuing for six (6) months.
The following are not covered under warranty:
1. Damage of the product resulting from failure of the customer to follow normal operating procedures outlined in the user's manual.
2. Damage resulting from accidents, misuse, abuse, alteration or tampering.
3. Wrong usage of electrical supply & voltage.
4. Normal wear & tear, corrosion, rusting of stains.
5. Defects & damages arising from improper testing, operation, demonstration, maintenance, installation, adjustment or any alteration or modification of any kind.
6. Scratches & damages to the outer surface areas and externally exposed parts (e.g. glass chamber) that are due to normal customer use.
7. If the warranty card or receipt is being altered, defaced or erased i any manner whatsoever.
8. Product purchased from non-authorised dealers or overseas.
9. All damage claims (e.g. food items or clothings) as a result of malfunction of the equipment.
After each repair job, HYSSES will offer a 3 months warranty on the serviced part(s), regardless if the product is/was covered under the initial 6 months warranty or not. The 3 months warranty period will commence on the day customer is informed of the collection by the outlet.
To obtain warranty protection for your product, you must register your product warranty at our warranty website within 7 days of purchase date to enjoy 6 months of local warranty for all hardware parts.
For warranty claim, the original warranty card must be presented with dated proof of purchase or receipt to our service personnel at the time of service.
After each successful warranty registration, a warranty confirmation email will be sent to your inbox with the warranty registration number and purchase details. If you have lost or misplaced your warranty card, you can go into your inbox to retrieve the warranty confirmation email for warranty claim.
If your product is not working or if you have any concerns about the normal functionality of the product, you can bring your product to any HYSSES boutique for an assessment with the retail staff. After the assessment, the staff will advise on either of the following:
i. Proceed to send the equipment to the service centre for servicing
ii. Provide in-store purchase solution. (e.g. Cleaning Solution)
The average lead time for a repair job is 4 to 6 weeks.
If the product is found to be in need of servicing, the retail staff at the boutique will arrange to send the equipment to the service center through their weekly delivery schedule. Once the equipment arrives at the service centre, a production personnel will conduct a quality check to assess the condition of the received equipment before handling it to the technician to commence on the repair job.
After the repair job is done, 2 checkers will conduct a quality check and functioning test for 2 full days to ensure that the equipment is fully working without any problems before the head of production can verify the completion of the repair. Once all these procedures are done, the equipment will then be sent back to the boutique for collection through their weekly delivery schedule. The retail staff will then conduct a final quality check and functioning test on the received equipment before informing you for the collection.
In unforeseen circumstances where the repair has failed the functioning test at any stage, the equipment will be brought back to the technician for a second repair job.
For products under warranty, all charges pertaining to assessment, replacement and repairs are waived off.
Products that are not covered under warranty will be subjected to a non-refundable repair assessment fee of $22 payable to the boutique before sending for repair. The subsequent charges, if any, will be based on the cost of the part(s) that was replaced/repaired. This additional repair charges will be informed to you before your collection. You will need to make payment when you collect your product from the boutique.
Click here for the price list of the spare parts.
HYSSES strongly advises customers against trying to repair their product by themselves. In the event the self-repair fails, and the product is being brought into our service center, the warranty will be immediately voided due to the following reason as stated in the warranty exclusion:
"Damage resulting from accidents, misuse, abuse, alteration or tampering."
As such, to avoid further damage to your product, it is recommended to send your product to a qualified technician to service and repair the product at our service centre.
If you suspect that your Nebuliser or Mini Travel Nebuliser has stopped functioning or does not function as normal, you can conduct a series of self-checks before bringing your product for servicing.
Issue: No mist from glass chamber
Check if there is vibration at base. If there is no vibration even when equipment is plugged into a power source, you will need to send your equipment to any HYSSES boutique for an assessment. However, if there is vibration at the base, it is highly likely that the glass chamber is clogged, resulting in a block in the misting pipes. This can be identified if you closely look at the inner glass filament of the glass chamber so see if there is any black or dark yellow/orange essential oil residue stuck inside the inner glass filament. For clogged glass chamber, you can use a Cleaning Solution to rinse out the essential oil residue.
NOTE: Mini Travel Nebuliser does not have visible mist emitting outside the glass chamber.
As all nebulisers operate using a vibrating mechanism, hearing a small amount of noise from the nebuliser is completely normal and not considered a manufacturing defect or a fault. Unless your nebuliser is emitting an abnormally loud vibration that causes annoyance, you can send your nebuliser to our boutique for an assessment.
Issue: Stops diffusing after a certain duration
Nebulisers have a regulated scent diffusion timing whereby they run for 2 minutes and pause for 1 minute, continuing the "2-min run and 1-min pause" cycle for 2 hours before completely switching off. Mini Travel nebulisers have a regulated scent diffusion timing of "1-min run and 3-min pause" for 2 hours.
If your nebuliser is diffusing within the regulated timing, there is no need to send the equipment for repair or servicing, but if your nebuliser displays evidence of intermittent diffusion or completely stops before 2 hours, you will need to send your nebuliser to our boutique for an assessment.
Issue: No LED light
The LED light does not affect the function of the nebuliser, but if you want to have the LED light repaired, you can send your nebuliser to the boutique, otherwise, you can still continue using your nebuliser as per normal.
If you suspect that your Ultrasonic Mist Diffuser has stopped functioning or does not function as normal, you can conduct a series of self-checks before bringing your product for servicing.
Issue: Mist does not come out from glass cover
Remove glass cover and allow trapped mist to dissipate into the environment for a few seconds before placing the glass cover back onto the base. Your diffuser should function as normal after this. If the mist starts to accumulate again, check if the water level in the base below the red indicator as having too much water in the base is also a reason for mist accumulation.
Note: The red indicator is a sticker that is manually pasted on by production personnel, in some cases, there could be a slight deviation of a few millimeters. Try pouring away some water out, and check if the issue has been resolved. Otherwise, you can send the diffuser to the boutique for as assessment.
Issue: Diffuser stops diffusing before regulated 2 hour cut-off timing
The Ultrasonic Mist Diffuser will stop diffusing after 2 hours or when the water inside the glass bowl reaches below 50ml (insufficient water). If your diffuser stops diffusing before either of the 2 scenarios, you can bring your diffuser into the boutique for an assessment.
As all ultrasonic mist diffusers operate using a vibrating mechanism, hearing a small amount of noise from the diffuser is completely normal and not considered a manufacturing defect or a fault. Unless your diffuser is emitting an abnormally loud vibration that causes annoyance, you can send your diffuser to our boutique for an assessment.
Issue: No LED light
The LED light does not affect the function of the diffuser, but if you want to have the LED light repaired, you can send your diffuser to the boutique, otherwise, you can still continue using your diffuser as per normal.