Support & After-Sales Service

Assistance, maintenance and after-sales service for your professional aesthetic devices. Our goal: a clear diagnosis, a traceable process, and a fast return to operation.

Contact Support View FAQ
Response within 24–48 business hours Depending on the request and diagnosis.
Remote assistance (priority) Guidance via video call, photos or videos.
On-site intervention On request, subject to availability and circumstances.

Getting Started

To get started under the right conditions and avoid installation-related issues, please follow these steps.

1) Check Upon Receipt

• Inspect the condition of the packaging, accessories and equipment.

• Keep the original packaging (useful in case of return or after-sales request).

• Note the reference, model and serial number.

2) Installation

• Stable surface, ventilated area, appropriate and compliant power supply.

• Follow all prerequisites (voltage, fuse, earthing).

• Perform a start-up test as per the device manual.

3) Use & Protocol

• Follow all safety instructions and the recommended usage protocol.

• Standardise settings (intensity, duration, treatment areas) for consistent, repeatable results.

• Prepare a client record: indications / contraindications.

To speed up support: provide the model, serial number, purchase date, precise description, photos/videos and exact error message.

Quick Troubleshooting

Before opening an after-sales case, these checks resolve the majority of issues without taking the device out of service.

Express Checklist (2 minutes)

1) Switch off, unplug for 60 seconds, then plug back in.

2) Try a different power outlet (avoid overloaded multi-socket adapters).

3) Check cables, connectors and accessories.

4) Check filters and ventilation (dust, obstruction).

5) Note any error code or message displayed.

Good to Know

Support and maintenance services are provided on a best-efforts basis: we guide you as effectively as possible based on the information provided.

If needed, we escalate to a formal after-sales procedure with full traceability (case file + RMA if a return is required).

When to Contact Support?

• If the error message persists after completing the checklist.

• If you would like quick confirmation on a setting or connection.

• If you prefer step-by-step guidance (photos/video).

Tip: a complete case file (model + serial number + photos/videos) speeds up processing.

Open a Support Request View FAQ

Warranty & After-Sales Service

Warranty terms vary depending on client status (consumer/professional) and the product concerned. In the event of a fault, we first carry out a diagnosis (usually remotely), then implement the appropriate solution (repair, replacement, etc.).

Consumer Clients (B2C)

Warranty: 1 year (subject to conditions).

Remedies: repair or replacement; failing that, a price reduction or cancellation (subject to conditions).

Professional Clients (B2B)

Professional warranty: 1 year (subject to conditions).

Remote diagnosis as a priority, followed by an after-sales procedure if required.

Terms and exclusions as per the General Terms and Conditions.

Common Exclusions

• Normal wear and tear (wear parts, consumables).

• Misuse, non-compliant installation, negligence, accidental damage.

• Unauthorised repairs, modifications or third-party interventions.

Important: if the device stores data, please perform a backup before any repair. STRUB cannot be held responsible for data loss occurring during an intervention.
View Our Devices Request Assistance

Returns / After-Sales: RMA Procedure

All returns (after-sales, DOA, replacement) require a prior RMA number. Without an RMA, the return may be refused or subject to processing fees.

1) Open a Case

Contact support with full details (model, serial number, purchase date, etc.).

We validate the procedure and assign an RMA number if a return is required.

Keep all correspondence for traceability purposes.

2) Return Conditions

Complete product, in its original packaging where possible.

Adequate protection for sensitive components (foam padding, double boxing if necessary).

Include internally: RMA number + description of the issue.

3) Costs & Shipping

Return shipping costs are generally the responsibility of the client.

Exception: fault attributable to the seller (subject to General Terms and Conditions).

Tracked and insured shipping is strongly recommended — retain your tracking number.

Advice: photograph the parcel before dispatch (inside and outside) to protect against shipping disputes.

FAQ

Answers to the most frequently asked questions. Click to expand.

What is the support response time?

Generally: 24–48 business hours. Complete requests (with photos/videos and full details) are processed faster.

What information should I provide for a fast response?

Model, serial number, purchase date, precise description, photos/videos and the exact error code or message.

Can I return a device without a case number?

No. All returns (after-sales/DOA/replacement) require an after-sales case number assigned by our support team. Without prior authorisation, the parcel may be refused or subject to processing fees.

Which warranty applies to my device?

The warranty depends on the product and your client status (B2C/B2B). At STRUB, all after-sales requests are handled through our support team in accordance with the applicable terms and conditions and the after-sales procedure.

Contact Support

For faster processing, please have the following ready: model, serial number, purchase date, photos/videos, error code.

Email

Recommended channel (simple, traceable, ideal for attaching photos/videos).

Write to Support

Address: contact.strub@proton.me

Hours: Mon–Fri 9am–5pm

If required: remote assistance (video call) or on-site intervention depending on the case.

Need Guidance Before Purchasing?

We help you identify the device best suited to your practice, with a protocol and ROI-focused approach.

Discover Our Devices Request a Quote

By using our support service, you agree to the applicable terms and conditions. T&Cs Legal Notice