Warranty, Return, & Refund Policy

528 Innovations LLC

Effective Date: June 10, 2026

Document ID: POL-QA-0092, Rev. K

Applicability: US Domestic Sales and Servicing Only

Thank you for choosing 528 Innovations LLC. We are committed to providing medical-grade wellness technology through our 528i™ 5i Series™ Laser Therapy System (comprising the Handset, swappable Battery Modules, and interchangeable Laser Modules).

Because our products are regulated by the US Food and Drug Administration (FDA) as Class II Medical Devices and contain Class 3R Laser systems, our return, refund, and warranty programs are governed by strict safety and quality management protocols.

This policy is divided into four distinct sections:

Section A: The 30-Day Money-Back Guarantee (Standard Retail Returns)
Section B: The 2-Year Limited Warranty (Defective Material or Workmanship)
Section C: Return and Warranty Service Processes (RMA Procedures)
Section D: Out-of-Warranty Servicing and Repairs (Post-Warranty Maintenance)

SECTION A: 30-DAY MONEY-BACK GUARANTEE (Retail Returns)

We want you to be completely satisfied with your wellness journey. If you decide the 528i™ system is not right for you, we offer a voluntary 30-day money-back guarantee under the following strict conditions:

A1. Return Eligibility Window

To qualify for a refund under this guarantee, you must initiate your return request within thirty (30) days of the date the device was physically received by you (the "Delivery Date").

Verified Delivery Date: The Delivery Date is defined as the date of delivery recorded by the shipping carrier’s tracking log (e.g., UPS or FedEx handoff scan).
Lead Time Isolation: Because each device undergoes customized assembly and final inspection under our quality controls, processing and manufacturing lead times (up to 2 weeks) and standard shipping transit times (up to 1 week) are fully isolated and do not count against your 30-day evaluation trial.
Pre-order/Reservation Exception: For all pre-order or reservation purchases, the 30-day trial window commences solely on the verified date of delivery, rather than the date of booking or shipment dispatch.
Installment Purchase Plans: For systems purchased under installment plans, returns must be initiated within 30 days of the verified Delivery Date, subject to the clearance of all outstanding installments accrued up to the date of return authorization.

A2. Return Condition Requirements

Because our handheld devices contact skin and tissue, we enforce absolute biological and quality controls:

The Handset, Laser Modules, and Battery Modules must be returned in their original, undamaged cosmetic and functional condition.
The system must be returned in its original ASTM-validated protective transit packaging, including all original accessories, charger adapters, and printed regulatory manuals.
Any system showing signs of accidental impact, water damage, cosmetic cracking, battery tampering, or unauthorized software/hardware modifications is strictly excluded from this guarantee and will be returned to the customer at their expense.

A3. Disinfection, Inspection, & Restocking Fee

All returned medical devices must undergo safety processing before they can be legally received back into our inventory. A non-refundable $350 Disinfection, Inspection, and Restocking Fee will be deducted from the refund total of all returned orders. This fee directly covers:

Microbial disinfection to reduce bioburden and cross-contamination risks.
Complete diagnostic testing of the Handset's control board and battery circuitry.
Optical spectrometer verification of the interchangeable Laser Modules (Red, Infrared, Green, and Violet) to ensure diode power emission remains within cleared Class 3R parameters.

A4. Return Shipping for Non-Defective Retail Returns

For voluntary returns under the 30-day money-back guarantee, the customer is solely responsible for all return shipping costs and carrier fees. * Mandatory Tracking & Insurance: We highly recommend utilizing a shipping method with tracking and shipping insurance equal to the full retail value of the system. 528 Innovations LLC is not responsible for returns lost or damaged in transit.

SECTION B: 2-YEAR LIMITED WARRANTY (Defect Remedies)

528 Innovations LLC warrants that the 528i™5i Series™ Laser Therapy Systems (including the Handset, Battery Modules, and Interchangeable Laser Modules) will be free from defects in materials and workmanship under normal, intended use for a period of two (2) years from the verified Delivery Date (or the date of delivery for pre-orders).

B1. Scope of Coverage

This limited warranty is provided solely to the original purchaser from our authorized storefront and is non-transferable.

What is Covered: Internal electronics, Handset operating system performance, power connector ports, laser diode degradation exceeding standard tolerances, and battery module manufacturing flaws.
Exclusive Remedy: If a verified material or workmanship defect arises during the 2-year warranty period, 528 Innovations LLC, at its sole discretion, will either:

Repair the device utilizing new or refurbished medical-grade replacement parts.
Replace the device with an identical or functionally equivalent new or refurbished system.

No Refunds Under Warranty: Warranty claims do not qualify for cash refunds. The remedy is strictly limited to repair or replacement.

B2. Warranty Exclusions

This limited warranty does not cover:

Damage caused by accident, abuse, misuse, liquid submersion, drops, or neglect (including cracked housings or scratched optical apertures).
Damage resulting from operation outside the indicated instructions in the user manual.
Devices subjected to unauthorized hardware modification, disassembly, or repair attempts by anyone other than a qualified 528 Innovations technician.
Normal wear and tear, cosmetic degradation, or battery capacity degradation resulting from standard, prolonged cyclical use.
Products purchased from unauthorized third-party resellers, auction sites, or secondary markets.

B3. Special Terms for Promotional, Affiliate, or "Final Sale" Pricing

528 Innovations LLC may, from time to time, extend private promotional or courtesy pricing offers to select individuals or affiliates. These offers are limited in distribution and are not advertised publicly.

All such transactions designated as "Final Sale" within the purchase confirmation, invoice, or checkout documentation are strictly excluded from the 30-Day Money-Back Guarantee outlined in Section A.
The 2-Year Limited Warranty (Section B) remains fully active on all promotional, affiliate, or "Final Sale" systems to guarantee therapeutic safety and structural integrity.

B4. Geographic and Cross-Border Service Limitations (International Use)

The 5i Series™ and 528i™ systems are cleared by the FDA and manufactured in accordance with quality specifications engineered specifically for the United States market. While we recognize that customers may travel, temporarily relocate, or permanently relocate abroad, our warranty fulfillment, logistics, and shipping networks remain strictly and exclusively domestic.

No International Return Labels: 528 Innovations LLC will only issue pre-paid return shipping labels for warranty services originating from a physical address within the United States. We will not issue international shipping labels, generate custom commercial invoices, or clear returns through foreign customs agencies.
Domestic Delivery Only: Under no circumstances will we ship a repaired or replacement device to an address outside the United States. All serviced systems will be returned exclusively to a physical shipping address within the United States.
Customer Cross-Border Responsibility: If you choose to take, ship, or permanently relocate your device outside the United States, you assume full responsibility and sole financial liability for all logistics, transit insurance, import/export declarations, customs clearances, duties, and brokerage taxes required to safely deliver the device back to the United States to initiate our return process. Additionally, you are entirely responsible for coordinating and paying for the transit of the device from its domestic US return delivery address back to your international location.

SECTION C: RETURN AND WARRANTY SERVICE PROCESSES

To initiate a return under the 30-Day Money-Back Guarantee, a repair under the 2-Year Limited Warranty, or to request Out-of-Warranty Servicing, you must follow our Quality-Controlled process:

Step 1: Request a Return Merchandise Authorization (RMA)

Do not ship any device to our facility without prior authorization. All return and service requests must be initiated through our structured online support channel. This digital intake standardizes our review timelines and ensures we collect mandatory device history details required by federal regulations.

Exclusive Online Technical Support & RMA Portal: https://528innovations.com/pages/technical-support
When submitting your request via the portal link above, you must provide your original order number, the Unique Device Identifier (UDI) serial number located on your product(s), and a detailed description of any performance issues or repair needs (including photo or video documentation to assist our engineering team's initial diagnostic evaluation).

Step 2: Quality Review and RMA Issuance

Our QA and Technical Engineering teams will review your digital portal submission.

Under Warranty: If a warranty defect is suspected, we will issue an RMA number and a pre-paid shipping label, provided the shipment originates from a physical address within the United States.
Out-of-Warranty: If the device is outside the 2-year warranty period, we will issue an RMA number and detailed shipping instructions upon receipt of the $150 Diagnostic and Evaluation Fee. This fee is 100% creditable toward any approved repairs. The customer is responsible for all shipping and insurance costs to deliver the device to our facility.
Retail Returns: If a 30-day retail return is authorized, we will issue an RMA number and shipping instructions. You will arrange and pay for shipping.

Step 3: Inspection and Resolution

Upon receipt at our Cedar Park, Texas Quality Control facility, all returned systems are placed in a secure Quality Quarantine and undergo diagnostic inspection:

Approved Warranty Claims: Under standard operating conditions, the device will be repaired or replaced and shipped back to you at our expense within ten (10) business days of receipt. On rare occasions, complete diagnostics or service must be placed on a temporary hold pending the arrival of factory-authorized replacement parts from our qualified suppliers. In these cases, we will proactively notify you of the service delay and provide an updated delivery estimate within the initial ten (10) business day window.
Out-of-Warranty Repairs: The device will be routed through our Post-Warranty Evaluation Protocol. The customer will be contacted with a formalized repair estimate (with the previously paid $150 Diagnostic and Evaluation Fee applied as a direct credit against the total balance) for written approval and payment before any repair work is commenced (see Section D).
Approved Retail Returns: The $350 Disinfection, Inspection, and Restocking Fee will be deducted, and the remaining balance will be refunded to your original payment method within seven (7) business days of inspection clearance.

SECTION D: OUT-OF-WARRANTY SERVICING AND REPAIRS

528 Innovations LLC is committed to supporting your long-term wellness journey. If your 528i™ 5i Series™ system requires service, battery cell replacement, or laser diode repairs after the 2-year limited warranty period has expired, we offer fee-based post-warranty servicing under strict Quality System guidelines.

D1. Post-Warranty Evaluation and Diagnostic Fee

To cover the controlled environmental processing, safety checking, and diagnostics required for post-market devices:

A flat, non-refundable Diagnostic and Evaluation Fee of $150 is required to initiate out-of-warranty service. This fee must be paid before an RMA is issued and covers:

Standard quality control intake, multi-point cosmetic and mechanical inspection, and system cleaning.
Full electronic diagnostics of the Handset microprocessor and battery controller.
Optical spectrometer testing of all associated Laser Modules to measure exact power output.

Credit Toward Final Repair: To support our customers, 100% of this $150 Diagnostic and Evaluation Fee will be credited toward the final cost of your approved repair (covering parts and labor) if you choose to proceed with the recommended service. If you choose not to proceed with repairs, the $150 fee is retained to cover our technician's diagnostic bench time.

D2. Formalized Repair and Parts Estimates

Following diagnostic evaluation, our Technical Engineering team will generate a formalized, written repair estimate detailing the cost of necessary replacement components (e.g., swappable battery cell replacement, laser diode diode array replacements, optical diffusers) and labor.

Written Authorization Required: No physical repairs, component replacements, or service will be performed without the customer's explicit written approval and settlement of the repair invoice.
Credit Applied: Upon your authorization of the repair estimate, the $150 Diagnostic and Evaluation Fee already paid will be applied as a direct credit against the total balance of your repair invoice.
Unapproved Estimates: If you choose not to proceed with the recommended repairs after receiving our estimate, we will reassemble your device to its received state and ship it back to your designated US shipping address at your expense.
Component Lifetime Limits: Please note that battery modules and high-intensity Class 3R laser diodes have defined natural operating lifetimes. If our engineering team determines a device has reached its safe operational end-of-life and cannot be safely repaired or returned to FDA-compliant specifications, we will notify you and present options for upgrade or replacement systems.

D3. Out-of-Warranty Logistics

For all out-of-warranty servicing, the customer is solely responsible for all shipping, tracking, and carrier insurance fees both to and from our Cedar Park, Texas facility. All repaired out-of-warranty devices must be shipped to a domestic US address and remain subject to the geographic limitations outlined in Section B4.

D4. Post-Service Limited Labor and Parts Warranty

All out-of-warranty repairs executed by 528 Innovations LLC are backed by a ninety (90) day limited servicing warranty commencing on the date the repaired device is received back by the customer. This limited warranty is strictly confined to the specific components replaced or labor performed during the authorized out-of-warranty service and does not extend or restart the original 2-year system warranty.

Contact Information: 528 Innovations LLC Quality Assurance Department

1405 Arrow Point Dr., Suite 1101

Cedar Park, TX 78613

Email: support@528innovations.com