At Artemis, we are dedicated to providing our customers with the highest standards of service and repair. Our Service Promise reflects our commitment to quality, reliability, and transparency.

1. Quality products: We are committed to working with manufacturers who provide quality devices and who are dedicated to continuous improvement of their devices to minimize device failures.
2. Quality Parts: We use only manufacturer-provided parts to ensure compatibility and performance. Our commitment to sourcing high-quality components means your device will operate at its best and maintain its value.
3. Certified Technicians: Our team of certified technicians is highly trained and experienced in both the devices we provide and their advanced repair techniques. You can trust that your device is in the hands of professionals who prioritize your satisfaction.
4. Commitment to Excellence: We strive for excellence in every repair we undertake. Our focus is on delivering thorough, accurate, and timely repairs, ensuring that your device is not just serviced but serviced right.
5. Transparent Pricing: We believe in transparency and integrity. You will receive clear and upfront estimates for all repairs, ensuring you know what to expect and can make informed decisions about your device’s maintenance.
6. Handpieces and Maintenance: While our warranty does not cover handpieces, we emphasize the importance of proper cleaning and maintenance. We’re here to support you with expert advice, handpiece inspections, and information on what you can do to protect your investment.
7. Dedicated Customer Support: Your experience matters to us. Our customer support team is ready to provide prompt responses to your questions and guide you every step of the way on your service journey.
8. Reliability You Can Trust: We understand that your device is essential to your business. You can rely on us for prompt and effective repairs, helping you get back to providing treatments with confidence.

At Artemis, we stand by our promise to deliver exceptional service at every turn.

What has changed?

We have found that our devices, if treated well, are very reliable, making extended warranties an unnecessary expenditure for our Partners. On the other hand, handpieces should be thought of like tires on your car, i.e. something that will need replacing after extensive use which is why warranties no longer cover them after the first 90 days.

Understanding Why Handpieces Are Not Covered by Warranty

1. Wear and Tear: Handpieces and wands are considered wear-and-tear items, much like tires, brakes, and wiper blades. They naturally degrade over time due to usage and environmental influences. For example:
   • Peltier cells lose efficacy over time meaning it will take longer to reach temperature
   • Wand hoses will tear due to constant bending and flexing – a quality that is critical for preventing injuries to the user.
2. Variable Conditions: Handpieces and wands are subject to a range of conditions that can impact their performance and lifespan, including usage technique, cleaning rigor, and general care. Since these factors can vary greatly from one business to another, it’s challenging to provide coverage under a warranty.
3. Maintenance Responsibility: Proper handpiece/wand maintenance—such as regular cleaning with the right products, storage, hose twisting etc—plays a significant role in their longevity. Since owners are responsible for maintaining their handpieces, typical warranties focus on manufacturer defects rather than wear.
4. Cost Management: Including handpieces/wands in warranty coverage would lead to increased costs for Artemis, which could ultimately raise the price of the device for all partners. Excluding handpieces keeps the device costs more affordable.

Our owners can help make their handpieces last longer by following the cleaning protocols outlined in the manual, doing a monthly test to verify the condition of their hand piece so it doesn’t fail whilst with a client and by, if you have a Neveskin, having the handpiece fully serviced every 2 or so years (depending on usage levels).

Understanding Our Repair-Only Service

What It Is: A service that repairs your device as needed. You pay for repairs only when they are required, based on the specific issues that arise.

Cost-Effective: Since you only pay for what you need when you need it, this approach can often be more economical in the long run, especially if your device remains reliable.

Transparency: You are informed of all costs upfront, with no hidden fees or unexpected charges.

Focus on Quality: Our team prioritizes thorough and high-quality repairs, ensuring your device is fixed right the first time. All repairs have a 14 day warranty.

Our Warranty

Included:

• Parts and labor for repairs on devices due to manufacturer defects are covered by the manufacturer for 12 months for new and 3 mo for CPO units, from date of delivery. 
• Parts and labor for repairs to wands/handpieces due to manufacturer defects are covered by the manufacturer for 3 months from date of delivery.
• Please note we reserve the right to charge for the expense of a service call, when no fault has been found with the product on inspection.
• Artemis Service Engineers are certified, trained and constantly updated on all recent procedures and updates required by the manufacturer.
• Only original equipment manufacturer (OEM) replacement parts are used to ensure optimal performance of Artemis Devices.
• Shipping included for the first 3 mo of the warranty only.

Excluded:

• Shipping costs past 90 days of delivery.
• Wand/handpiece repairs past 90 days of delivery
• Loaner units for devices and wands/handpieces
• Machine service as stipulated by the Manufacturer.
• Repairs or replacements due to breakdown caused by misuse or improper cleaning of the equipment, including handpieces.
• Failure to follow the manufacturer’s instructions and/or installation guidelines.
• Deliberate damage or neglect of the insured product.
• Consumer-replaceable items.
• Cosmetic damage and/or non-functional parts which do not affect the normal use of the product including cabinet trim, scratches and rust.
• Any loss suffered as a result of not being able to use the product, or any loss over and above the purchase price of the original item.
• Accidental damage, servicing, inspecting or cleaning of the insured product.
• Problems or damage caused by failure to follow the specific instructions given in the Manual.
• Failures due to the attempted repair by third persons who are not authorized technicians or the customer service indicated by the manufacturer in this Manual.
• Failures caused by the use of accessories or non-original parts, not indicated by the manufacturer.
• Failures caused by the use of consumables different from those supplied by the distributor 
• Connection cable or other components that are damaged as a result of extraction and/or insertion with excessive force.
• Failures or damage due to accidents during handling.
• Damage during transport of the device, caused by incorrect packaging prepared by the customer.
• Goods without a serial number (unless not provided by the manufacturer).
• Upon the expiry of the warranty period.
• Necessary replacement of materials subject to natural consumption/wear.
• Damage caused by events of force majeure, including natural disasters.
• Damage caused by misuse, abuse, displacement and arbitrary disassembly by the customer.

 
Please note that this Service Promise and Warranty are provided for informational purposes only and do not constitute a contractual agreement. The terms and conditions outlined herein are subject to change without prior notice at the discretion of the company.