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No risk, only results
We stand behind our products. If the Nova One IPL doesn't work for you, you get your money back. If something breaks within two years, we'll sort it out. It's that simple.
Three guarantees
When do I get my money back?
From registering your return to money in your account. These are the steps.
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Day 1 · Register your returnTo the returns portal
Register your return via the returns portal. You'll receive a free return label by email straight away.
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Day 2–3 · Drop off the parcel
Drop the parcel off at a DHL ServicePoint. You'll receive a confirmation as soon as the parcel has been scanned.
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Day 4–7 · Receipt and inspection
We receive your return and check that everything is complete. We'll let you know as soon as we've processed it.
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Within 14 days · Money back in your account
The full purchase amount is refunded to the account you paid with. In line with EU regulations, within 14 days of receipt.
For a defect within the warranty, email support@laesera.com with your order number and a short description. We reply within 1 business day.
How it actually works
What is covered by the 2-year manufacturer warranty?
The 2-year warranty covers manufacturing faults and technical defects under normal household use. Specifically:
- A faulty flash function
- Ice cooling that does not work
- Power failures or charging problems
- Defects in buttons, screen or housing
- Manufacturing faults in separate flash heads such as the Standard Head, Precision Head or other attachments supplied are also covered by the 2-year warranty. If one is faulty, we replace it free of charge.
If the device is faulty we replace it free of charge. We ask you to return the faulty product first, after which we dispatch the replacement as soon as possible, unless we agree another solution together.
What is not covered by the warranty?
Fair is fair. Not everything is covered:
- Damage from drops or water; the Nova One is not waterproof
- Improper use; for example use on contraindicated skin areas
- Normal wear of the flash window after 500,000 flashes; premature failure due to a manufacturing fault before that limit is covered
- Cosmetic scratches that do not affect performance
- Repairs by third parties; always let us look at it first
- Use of non-original adapters or accessories
- Damage from improper storage (damp, heat, extreme temperatures)
- Professional or commercial use, for example in salons
- No valid proof of purchase or order number available
- Laesera aloe vera gel
Not sure? Send a photo to our support team and we will take a look.
How do I submit a claim?
Three steps:
- Send an email to support@laesera.com with your order number and a brief explanation of the problem
- Photos or a short video help us assess it faster, but are not required to submit your claim
- We respond within 1 working day with the next steps
No long forms, no waiting on a premium-rate number. Direct contact with a person who helps you.
How long does a replacement take?
Once we have received your return and approved the claim, we dispatch the replacement within 7–14 working days. You receive a Track & Trace as soon as the parcel is on its way.
Taking longer? Do get in touch at support@laesera.com . We will look into it straight away.
Who pays for the return shipment?
We do. For every valid warranty claim or return within 60 days we send you a free return label by email. All you have to do is drop the parcel off at a PostNL or DHL point.
If a return is refused (for example outside the 60-day period), you cover the shipping costs yourself.
Does the warranty also apply on resale?
The commercial warranty is linked to the original buyer and the order number. Under European law (Directive EU 2019/771), the statutory warranty can in principle transfer to the new owner on resale, provided the original proof of purchase is retained.
Tip: only buy the Nova One via laesera.com or authorised sellers. With marketplaces or unofficial webshops we cannot guarantee authenticity or purchase date.
What if I received the device as a gift?
No problem. You are still entitled to the warranty, even if the device was a gift.
What you need: the proof of purchase or order number of the original buyer. Ask the person who gave you the gift and get in touch at support@laesera.com. We will then link the warranty to your situation.
The 60-day trial period runs from the original delivery date, not from the moment you received the gift. Do bear that in mind.
More questions about the warranty?
Email us your order number and a short description. Photos help, but aren't required.