Hi Beauty! We are constantly updating our FAQ and troubleshooting guide so that the hassle of sending in your product may be prevented. However, if you still cannot resolve your concern or would like to go ahead and initiate a repair, please contact us at cs@igelbeauty.com with the below information:
1. Order #
2. Name of Product
3. What issue is occurring with your product?
If possible, kindly provide the below supplemental information as it would help us greatly!!
1. Have you gone through the FAQ & Troubleshooting guide? Any comments are appreciated.
2. Include a video of your attempts to use the product safely so that we may see the issue you are encountering and duplicate it on our end for a speedier repair process.
Once your response is received, a representative will reach out to you about your repair process and send you a Repair Authorization Form with return instructions.
All repair requests must be authorized to ensure that it arrives at the designated repair center. Unauthorized repairs will incur additional fees and your machine will remain on hold at our facilities. Kindly make sure to follow the instructions provided by the Repair Specialist who will reach out.
Repair Return Procedure:
1. Fill out the Repair Request Form and include it in your return package and send a copy to cs@igelbeauty.com.
2. Once the Repair Request document is received, iGel Beauty will send you a pre-paid return label.
3. All packages must be properly and safely packaged. iGel Beauty is not responsible for any products damaged or lost during transit. All returns must be complete including accessories and cables.
4. When the return is received, processing may take up to 10 business days. We will troubleshoot, investigate, and repair your product. If it is deemed under warranty, all charges will be covered by iGel Beauty.
5. The results of the Repair will be informed to you. Any applicable charges may be invoiced prior to shipping with a 7-day calendar window allowance.
*By submitting your form and sending your product to iGel Beauty for return, all terms and policies indicated on the form are agreed upon by both parties involved - absolutely no exceptions.
Repair Service Costs:
Please be reminded that these fees include the labor costs of our licensed specialists in inspecting and repairing the product as well as replacing any broken materials with new ones. Additional repair fees may also incur if there are further damages found upon inspection.
All Airbrush - $25
Airbrush Mini Charger - $10
All Chargers - $15
E-File - Handpiece: $45
E-File - Handpiece Pieces: $25
E-File - Handpiece Motor: $20 (Diamond Desktop, The ONE, The ONE PRO)
E-File - Power Unit: $90 (Model XS 1.0, The ONE PRO), $75 (Diamond)
E-File - Battery: $25 (Model XS, The ONE PRO)
E-File - Motherboard: $75 (Model XS 1.0), $50 (Model XS 2.0, The ONE, The ONE PRO)
E-File - Wire: $15
E-File - Acrylic Base Holder: $15
E-File - Wire Adapter: $15 (The ONE PRO)
Lamp - Motherboard Replacement: $75
Lamp - Battery Replacement: $25 (Hybrid PRO 1.0), $35 (Hybrid RPO 2.0, Hybrid Lite), $45 (Hybrid PRO 3.0)
Lamp - Light Board Replacement (Per Side Section): $15
Lamp - Light Board Replacement (Top Lights): $45
Lamp - Switch Replacement: $10
Lamp - Wires: $25
Dust Collector - Sensor: $25
Dust Collector - Sensor Switch: $10
Dust Collector - Filter Tray: $15
Dust Collector - Fan: $45
Dust Collector - Motherboard: $50
Lastly, if you do not wish to authorize a repair service, we are happy to let you know that we have refurbished machines/parts that we can offer to you at a lower cost! See the list of available refurbished items here: Refurbished Items
Frequently Asked Questions
1. Do you have loaner machines?
Unfortunately, our repair service does not offer loaner machines if you do not have a backup at home. This applies to all machines regardless of whether it is under warranty or not. Kindly bear in mind that proceeding with the repair service will entail that you will be without your machine for a short period of time as we perform the necessary inspection and repairs
2. Can I extend my warranty?
At this time, we are yet to have a warranty extension service. Fret not! We hear you and we are working on making this possible!
3. Can I send my machine for repair even if I purchased it from a nail supply store overseas?
Regrettably, iGel Beauty will no longer cover the shipping costs for international repair requests if the machine was purchased from a third-party nail supply store. This applies to all machines whether they are under warranty or not. You will have to get in touch with the store you purchased from so they can assist you with the return. Our approved distributors are aware that they are responsible for arranging returns for their customers as necessary.
However, if you are willing to shoulder the shipping costs, we can assist you with the entire repair process directly! You may expect to be sent an invoice for the final costs once the inspection and repair are done.
If your machine is under warranty and has been inspected and proven to have a manufacturing defect, all repair fees including the shipping labels will be covered by iGel! Check more information here: Warranty Policy