1. How long is the warranty period?
Does water damage, physical breakage or battery aging qualify for warranty coverage? Soulog provides a 12-month (1-year) limited basic warranty for manufacturing defects of the Soulog Sense Device main unit, counting from the order date of the original purchase order.
Exclusions of This Limited Warranty
This warranty does NOT cover the following situations: - Complimentary accessories and consumables: including but not limited to included card holder, magnetic ring, charging cable and other accessories. - Normal cosmetic wear & aging: scratches, dents, plastic port damage and other wear formed during daily regular use. - Accidental & man-made damage: damage caused by dropping, physical impact, liquid ingress, moisture exposure or extreme environmental conditions. - Improper operation: faults resulting from unauthorized disassembly/modification, non-official maintenance, use of uncertified power adapters, installation of third-party firmware, jailbreaking or OS alteration. - Commercial overuse: damage caused by long-term heavy commercial operation. - Expired products & non-authorised purchases: devices out of the 1-year warranty window, or goods without valid official purchase proof. - Force majeure: damages triggered by natural disasters, floods, fire, lightning, abnormal voltage surge and other force majeure events.
2. Can overseas versions get repair/warranty service via us?
Where should I ship the unit for cross-border after-sales? All returned goods must be shipped to Soulog US After-Sales Warehouse.
3. Amazon’s 30-day return window has expired. Do you still accept after-sales requests? For quality defects, Soulog supports free 1-year warranty service across all sales channels, calculated from the original order date regardless of Amazon’s 30-day return limit.
4. Is order number/receipt required for warranty claims?
Do products bought outside Amazon enjoy warranty service? Valid purchase documentation is mandatory for warranty validation. Devices purchased via TikTok Shop and Shopify official website are eligible for warranty. Warranty service is only valid for goods sold through officially authorized channels. Items purchased from unauthorized channels (including second-hand resale, even brand-new unopened units) cannot enjoy official return & warranty benefits. Please abide by the after-sales rules set by third-party resellers.
5. Do I need to prepay shipping fees for warranty mailing?
No prepayment needed. Soulog covers all return shipping costs for warranty service and will provide pre-paid return shipping labels for you.
6. How do I unbind the device if I resell or gift the unit to others?
1. Open the Soulog APP
2. Tap the connected device icon on the upper right corner
3. Scroll down to the bottom of the page
4. Tap Remove Device to complete unbinding
7. I ordered the wrong model. Can I exchange the unopened item?
Who bears round-trip shipping fees? Exchange service is available for unopened and unactivated devices within Amazon’s 30-day window / official website’s confirmed X-day window. - If exchange is needed due to personal wrong selection: Buyer covers round-trip shipping fees. - If we shipped the incorrect model: Soulog takes full shipping responsibility. Contact customer service with your order number to process exchange. (The exact time limit and shipping rule for official website orders are pending confirmation by customer service and operation teams.)
8. Can items bought on TikTok apply for return/warranty through Amazon channels?
No. After-sales applications must be submitted via the original purchase channel: - TikTok Shop orders: apply through TikTok order page or TikTok customer service - Amazon orders: apply via Amazon platform
Order records, warranty logs and return data are independent across platforms. All official channels share identical 1-year warranty policy.
9. Are overseas-purchased devices eligible for free warranty service within mainland China?
Does water damage, physical breakage or battery aging qualify for warranty coverage? Soulog provides a 12-month (1-year) limited basic warranty for manufacturing defects of the Soulog Sense Device main unit, counting from the order date of the original purchase order.
Exclusions of This Limited Warranty
This warranty does NOT cover the following situations: - Complimentary accessories and consumables: including but not limited to included card holder, magnetic ring, charging cable and other accessories. - Normal cosmetic wear & aging: scratches, dents, plastic port damage and other wear formed during daily regular use. - Accidental & man-made damage: damage caused by dropping, physical impact, liquid ingress, moisture exposure or extreme environmental conditions. - Improper operation: faults resulting from unauthorized disassembly/modification, non-official maintenance, use of uncertified power adapters, installation of third-party firmware, jailbreaking or OS alteration. - Commercial overuse: damage caused by long-term heavy commercial operation. - Expired products & non-authorised purchases: devices out of the 1-year warranty window, or goods without valid official purchase proof. - Force majeure: damages triggered by natural disasters, floods, fire, lightning, abnormal voltage surge and other force majeure events.
2. Can overseas versions get repair/warranty service via us?
Where should I ship the unit for cross-border after-sales? All returned goods must be shipped to Soulog US After-Sales Warehouse.
3. Amazon’s 30-day return window has expired. Do you still accept after-sales requests? For quality defects, Soulog supports free 1-year warranty service across all sales channels, calculated from the original order date regardless of Amazon’s 30-day return limit.
4. Is order number/receipt required for warranty claims?
Do products bought outside Amazon enjoy warranty service? Valid purchase documentation is mandatory for warranty validation. Devices purchased via TikTok Shop and Shopify official website are eligible for warranty. Warranty service is only valid for goods sold through officially authorized channels. Items purchased from unauthorized channels (including second-hand resale, even brand-new unopened units) cannot enjoy official return & warranty benefits. Please abide by the after-sales rules set by third-party resellers.
5. Do I need to prepay shipping fees for warranty mailing?
No prepayment needed. Soulog covers all return shipping costs for warranty service and will provide pre-paid return shipping labels for you.
6. How do I unbind the device if I resell or gift the unit to others?
1. Open the Soulog APP
2. Tap the connected device icon on the upper right corner
3. Scroll down to the bottom of the page
4. Tap Remove Device to complete unbinding
7. I ordered the wrong model. Can I exchange the unopened item?
Who bears round-trip shipping fees? Exchange service is available for unopened and unactivated devices within Amazon’s 30-day window / official website’s confirmed X-day window. - If exchange is needed due to personal wrong selection: Buyer covers round-trip shipping fees. - If we shipped the incorrect model: Soulog takes full shipping responsibility. Contact customer service with your order number to process exchange. (The exact time limit and shipping rule for official website orders are pending confirmation by customer service and operation teams.)
8. Can items bought on TikTok apply for return/warranty through Amazon channels?
No. After-sales applications must be submitted via the original purchase channel: - TikTok Shop orders: apply through TikTok order page or TikTok customer service - Amazon orders: apply via Amazon platform
Order records, warranty logs and return data are independent across platforms. All official channels share identical 1-year warranty policy.
9. Are overseas-purchased devices eligible for free warranty service within mainland China?
The YJ01 model is marketed overseas, and its warranty is valid only within the purchasing country/region and its corresponding sales channel. If you bought the device overseas and request repair service in China, please contact customer service for assessment. Paid cross-border repair solutions may be available in certain cases; complimentary international warranty follows the policy of your purchase region only. Please retain your order receipt properly.
