At Soulog, we are committed to delivering an exceptional user experience. If you require hardware assistance, we are here to help. For efficient handling of your request, please direct all inquiries to our official customer service team at support@soulog.com.
Statutory Rights & Policy Interpretation
The commercial benefits provided in this policy, including the 1-year limited warranty, are in addition to, and do not supersede, any statutory consumer rights granted to you under applicable local laws. Soulog reserves the right to reasonably interpret this policy, subject to applicable state and federal regulations.
Warranty Coverage
Soulog warrants the Soulog Sense Device main unit against original manufacturing defects in materials and workmanship for a basic period of twelve (12) months (1 year) from the original order purchase date.
Exclusions and Limitations
This Limited Warranty does NOT apply to the following:
- Bundled external accessories (e.g., card holders, magnetic rings, charging cables), which are excluded from this coverage.
- Cosmetic damage, including but not limited to scratches, dents, and broken plastic, constituting normal wear and tear or routine aging.
- Damage caused by human error, accidental drops, physical impact, or liquid/water ingress.
- Damage resulting from unauthorized disassembly, modification, third-party repairs, or improper power supply, unauthorized software installation, firmware flashing, jailbreaking, or modification of the operating system.
- Damage resulting from prolonged commercial overloading or operating the product outside of published guidelines.
- Products purchased through unauthorized channels or products whose warranty period has expired.
- Force Majeure / Acts of God: Damage caused by acts of God, natural disasters, floods, fires, lightning, or abnormal voltage surges.
Claim Procedure
To obtain warranty service, you must contact support with valid original proof of purchase, the product serial number (SN), and verifiable visual evidence (fault photos and videos). Warranty replacements are contingent upon successful official verification of these materials. Please provide only materials reasonably necessary to demonstrate the reported defect and avoid including unrelated personal, confidential, or sensitive information. Information and materials submitted in connection with a warranty claim will be used to verify eligibility, diagnose the reported issue, provide warranty service, prevent fraud, and maintain appropriate service records. For more information, please refer to the Soulog Online Store Privacy Policy.
Before returning a device for warranty service, where the relevant controls are available, you should back up any information you wish to retain, unlink the device from your account, and delete personal content stored on the device. Personal content stored locally on the device is encrypted and is not accessible to Soulog through the ordinary warranty-service process. However, warranty service may require the device to be reset, reformatted, repaired, or replaced, and data stored on the device may therefore be erased, lost, or become unrecoverable. You should not rely on the device as the sole copy of any information you wish to retain. To the maximum extent permitted by law, Soulog does not guarantee the preservation or recovery of user content stored on a device submitted for warranty service.
Limitation of Liability (U.S. Addendum)
Except as provided in this warranty and to the maximum extent permitted by law, Soulog is not responsible for direct, special, incidental, or consequential damages resulting from any breach of warranty or condition. Some states do not allow the exclusion or limitation of incidental or consequential damages, or allow limitations on how long an implied warranty lasts, so the above limitations or exclusions may not apply to you. This warranty gives you specific legal rights, and you may also have other rights that vary from state to state.
Contact
Questions about warranty coverage or an existing claim: support@soulog.com
