Service Policy
Hugo Beauty Inc is committed to providing reliable after-sales service and technical support for all products purchased through our website. This Service Policy outlines the scope of services, warranty coverage, and how to request support.
1. Warranty Coverage
All products sold by Hugo Beauty Inc come with a limited warranty covering defects in materials and workmanship under normal use.
Warranty Period by Product Category:
Beauty Tools (Sponges, Brushes, Tweezers, Razor Sets): 6 months from the date of delivery
Makeup Mirrors (LED, Tabletop, Pocket): 12 months from the date of delivery
Hair Styling Tools (Curling Wand, Hair Dryer, Straightener Comb, Volumizing Iron): 12 months from the date of delivery
Skin Care Devices (Facial Cleansing Device, Face Lifting Roller, Facial Massager, Ultrasonic Device): 12 months from the date of delivery
Oral Care Products (Electric Toothbrush, Water Flosser): 12 months from the date of delivery
Hair Accessories (Hair Coils, Drying Towel, Detangling Brush): 6 months from the date of delivery
Personal Care Accessories (Loofah, Scalp Massage Brush, Nail Clipper): 6 months from the date of delivery
What Is Covered:
Defects in materials and workmanship
Malfunctions occurring under normal use conditions
Premature failure of components (motor, battery, heating element, LED lights, bristles, blades) due to manufacturing defects
Structural defects such as broken hinges, loose connections, or casing cracks
What Is Not Covered:
Damage caused by misuse, abuse, or neglect
Damage caused by dropping, crushing, or impact
Water damage to non-waterproof devices
Damage caused by using non-recommended accessories or attachments
Normal wear and tear (e.g., sponge deterioration, bristle shedding, blade dulling, battery capacity reduction over time)
Damage caused by unauthorized repairs or modifications
Damage caused by using the product with incompatible voltage or power sources
Cosmetic damage (scratches, discoloration) that does not affect functionality
Products with altered or removed serial numbers or tags
2. How to Request Warranty Service
If you believe your product has a warranty-covered defect, please follow these steps:
Step 1: Contact Our Support Team
Email us at info@hugobeautyinc.com or call +1 646-831-0796 with the following information:
Your order number
Product name and variant (color, size, etc.)
Description of the issue
Clear photos or videos showing the defect
Step 2: Assessment
Our support team will review your request within 1-2 business days and determine whether the issue is covered under warranty. We may request additional information or troubleshooting steps.
Step 3: Resolution
Depending on the assessment, we will offer one of the following solutions:
Replacement: If the product is confirmed defective under warranty, we will send a replacement of the same or equivalent model at no cost to you.
Refund: If a replacement is unavailable, we may offer a full or partial refund in accordance with our Refunds and Returns Policy.
Repair: For certain electronic devices, we may provide repair instructions or arrange repair service where applicable.
3. Technical Support
We offer free technical support for all products purchased from our store, including guidance on product use, setup, and care.
Support Channels:
Email: info@hugobeautyinc.com (response within 24 hours)
Phone: +1 646-831-0796 (Monday-Sunday, 10 AM-6 PM, Eastern Time)
What We Can Help With:
Product setup and initial configuration
Operating instructions and best practices
Troubleshooting common issues (e.g., device not powering on, heating issues, brush not spinning)
Maintenance schedules and cleaning recommendations
Replacement part inquiries
4. Product Care and Maintenance
To keep your products in optimal condition and maintain warranty validity, we recommend the following care guidelines:
Beauty Sponges and Loofahs:
edge of a counter
Hair Styling Tools (Curling Wand, Dryer, Straightener, Volumizing Iron):
Unplug and allow to cool completely before cleaning or storing
Wipe the heated barrel or plate with a soft, dry cloth after each use
Do not wrap the cord tightly around the device to prevent internal wire damage
Store in a dry, cool place away from direct sunlight
Skin Care Devices (Facial Cleansing Device, Lifting Roller, Massager):
Clean the device head after each use with a soft, damp cloth
Do not submerge non-waterproof devices in water
Charge the battery fully before first use and avoid overcharging
Store in the included pouch or case when not in use
Oral Care Products (Electric Toothbrush, Water Flosser):
Rinse the brush head or nozzle thoroughly after each use
Replace toothbrush heads every 3 months or when bristles become frayed
Clean the water flosser tank regularly to prevent buildup
Do not use with hot water unless the product specifications allow it
Hair Accessories and Tools:
Clean the detangling brush by removing trapped hair after each use
Wash the hair drying towel regularly according to the care label
Store hair coils in a cool, dry place to maintain their shape
5. Replacement Parts
We stock commonly requested replacement parts for our products, including:
Brush heads for electric toothbrushes
Nozzles for water flossers
Replacement sponge tips for facial cleansing devices
Travel pouches and storage cases
Charging cables (select models)
To order replacement parts, please contact us with your product model or order number and the specific part needed. We will confirm availability and pricing before processing your order.
6. Product Safety Notices
Your safety is our top priority. If we become aware of any safety issue or product concern affecting items we have sold, we will:
Contact affected customers directly via email and/or phone
Post a notice on our website
Provide clear instructions for the recommended course of action
If you believe a product you purchased may pose a safety risk, please stop using it immediately and contact us.
7. Limitations
This Service Policy applies only to products purchased directly from Hugo Beauty Inc at hugobeautyinc.com. Products purchased from third-party sellers are not covered.
We are not responsible for service costs incurred through unauthorized repair providers.
Warranty service does not extend the original warranty period. A replacement product is covered for the remainder of the original warranty period or 90 days, whichever is longer.
8. Contact Us
If you have any questions about this Service Policy or need assistance, please contact us:
Store Name: Hugo Beauty Inc
Address: 163 Hester St, New York, NY 10013, United States
Phone: +1 646-831-0796
Email: info@hugobeautyinc.com
Opening Hours: Monday-Sunday, 10 AM-6 PM
Time Zone: Eastern Standard Time (GMT-05:00)