Extra care

Extra protection for your favorite products.

We’re here for you when the unexpected happens,
with extra care warranty plans you can enjoy from easy and simple process quickly get your product repair or replacements.


Login to your vip extra account.

login to your vip extra account, please click on extra care, View your list of Products & warranty’s details.


File a claim in minutes.

click on the claim button next to the product you wish to repair / replace.


Get a feedback from our CS.

Costumer service will send you Feedback with further instructions.


Receive Product.

Enjoy free shipment of your repaired or replaced product.

warranty plans upgrades

extra care offers options to upgrade your warranty plan.

Hassle-free claims

with our Online platform, claims are easy & quickly to resolved.

Repair or replacement

Get a quick repair or replacement of a like or comparable product.

Exceptional service

Enjoy your product worry-free with 24/7 online support.

Frequently Asked Questions

How long is my product covered under warranty?

It depends. Our products may have different warranty periods, so it is important to check them with a shop associate before purchasing. Once you have made the purchase, the warranty period of your product will be determined according to the info listed under the “EXTRA CARE” section in your VIPEXTRA Club account.

How do I know if my product is covered under warranty?

To receive warranty service, you must have a VIPEXTRA Club membership, and your product should be listed under the “EXTRA CARE” section, where it describes how long your product is warranted and what to do if it becomes defective. 

Having activated my product warranty within 14 days of purchase, do I still need to become a member of VIPEXTRA Club to manage my product warranty?

Warranty services are now administered by the VIPEXTRA Club, so if you wish to claim your product warranty, you must register as a VIPEXTRA Club member and submit a claim through your membership account.

When does the warranty period begin?

The warranty period begins at the time of purchase, not at the time of the product’s first use.

How do I start a warranty claim?

If your product fails to function properly under normal use due to a covered defect and it is within the warranty period, simply sign in to your VIPEXTRA Club account and click “EXTRA CARE”. Once there, you will see the “CLAIM” button, click it and tell us what the problem is, and upload a picture of your defective product.

Can you tell me the entire warranty claim procedures?

  • Submit a warranty claim online through your VIPEXTRA Club account
  • Wait for our response patiently, it usually takes about 2 business days
  • Once your claim has been approved, you will receive an email that will allow you to pay the administrative fee. If, however, your claim is rejected, you will be notified of the reason for the rejection and will not be able to proceed further
  • Following successful payment, you will receive an email that contains all return instructions.
  • Return your defective product to us
  • The replacement will be shipped within 10 business days from the day your return is received
  • We will send you another email with your tracking number that lets you track with the courier directly

Can I claim my warranty over the phone or via email?

No, sorry. We value your privacy and do not accept warranty claims or administrative payments over the phone or via email. Please follow our instructions to submit your warranty claim online through your account, and that’s the only way you can do it!

I received a feedback from you saying my request has been approved, so what’s next? Should I send the product back to you now?

You will receive a separate confirmation email after settling the administrative fee. Please wait for this confirmation before heading to SF Express to send us your return.

How much is the administrative fee?

With our warranty, you won’t have to worry about paying regular price again if the current one breaks. 

The administrative fee varies by brands.

amika $198 per item per service use

A80 Paris $198 per item per service use

Telosin V includes a 2 year- warranty and will be waived the maintenance service administration fee in the first year. In the second year of the product sold, the administrative fee for each product is HK$688 per service use.

Telosin VII includes a lifetime limited warranty and will be waived the maintenance service administration fee in the first year. In the second year of the product sold, the administrative fee for each product is HK$688 per service use

What is the administrative fee for?

We understand how inconvenient and frustrating it can be to wait for your favorite product, we want to ensure you receive it as soon as possible, therefore, a brand new replacement will be sent instead of replacing any parts or making repairs. We only charge a small administration fee to cover costs associated with shipping, inspecting, packing and extra manpower required to take care of your claim.

Will the administrative fee be adjusted overtime?

We try not to increase administrative fee unless we absolutely need to, but due to the epidemic, the cost of providing warranty services is increasing, so there is the possibility of adjusting the administration fee to keep things running smoothly.

What are the payment options?

We accept PayPal, Visa, Mastercard, American Express, and AliPay.

My payment is not going through, it is stating that my card is unable to be processed - what should I do?

In this case, please reach out to your credit card provider. We also suggest trying a different browser (such as, Chrome), as this will sometimes take care of it!

What if I don’t have the original packaging?

If you have original packing, pack the defective product in it. If not, you can pack in other package but safely. 

All returned defective products, accessories and their parts will become the property of VIPEXTRA Club and are non-returnable to you, so please don’t send in your purchase invoice, welcome gifts, etc. We are unable to return them.

Do I have to pay to ship my defective tool to you?

The administrative fee covers round-trip shipping costs to/from Hong Kong or Macau, but please note that packages that are returned to us due to an incorrect or invalid address are only reshipped at the customer’s expense.
If you live outside of Hong Kong or Macau, please arrange for someone to send and receive the products for you.

Do you ship to PO boxes or SF Lockers?

For security reasons, we do not ship to PO boxes or SF Lockers. Door-to-door delivery service will be arranged for you by SF Express.

Do you repair or replace the defective product?

If your warranty claim has been approved, we will replace your defective product with a brand new product of the same model. Administrative fee may apply.

What if the model of my original purchase has been discontinued or is currently out of stock?

In the unlikely event that the products are not available, we may, at our discretion, send you a reasonably similar model.

Can I request for a specific color or design of my replacement?

As much as we would love to assist you with your request, we are unfortunately unable to guarantee the design of your replacement as it is subjected to stock availability at our warehouse, and may not be the same as your original purchase.

When can I receive the replacement?

Please retain a record of your tracking number so that you are able to monitor the progress of your return on the SF Express website .

Once your return has been received, please allow 10 business days for your new replacement product to be shipped.

We do our best to ensure the timely delivery of your replacement, but COVID-related restrictions may make it take longer than usual. If your replacement is late, we sincerely apologize.

How do I know that my replacement has been shipped? How do I track it?

When your replacement has been shipped, we will send you another email with your tracking number that lets you track with the courier directly.

Help, my tracking number doesn’t work!

Your tracking number can take up to 2 business days to show movement. If your tracking number has not updated after 2 business days or is not working, please email us and we will be happy to help you out!

Can you lend me a product to use while I’m waiting for the new replacement?

There is no lending service, but don’t worry, our team is working hard to process your warranty exchange request, so you won’t have to wait long to get your replacement!

My replacement arrived flawed, what should I do?

We do our best to get your replacement to you in perfect condition, but mistakes can occasionally happen. Please take pictures of the outside packaging, product packaging, and the product itself. Submit your pictures and email address associated with your membership to help@vipextraclub.com , so we can take a closer look and help with a solution!

Great! I’ve received my new replacement. What’s the warranty period of it?

Your replacement will be warranted for the remaining duration of the original warranty.

How do I promote the life span of my product?

If your product received the care it deserves, it will last for many years.

Here are some tips for you: Always unplug your product after each use, and make sure to maintain safe and careful practices and habits when using your product. Keep your product clean of residue or product build up by wiping them regularly with a smooth, gentle cloth. Refrain from wrapping the cord around your product, and always store your product properly in a dry, safe area.

The plastic surface of your product can oxidize or degrade over time, regardless of how well you care for it. To minimize the risk of plastic becoming sticky, we recommend that you wash your hands before touching your product to avoid leaving serum or oil on it, and you can use a little bit of alcohol to clean the surface of your product once a week while not in use.

Are there any exclusions to the warranty?

Yes, our warranty does not cover:

  • Physical or internal damaged caused by misuse, negligence or improper storage (such as, but not limited to, dropping it, plugging it into the incompatible of power outlet, switching to the wrong voltage, pulling on the cord improperly, exposing it to water, and not following package instructions)
  • Broken components (such as, but not limited to, scratches on the plates, cracked or chipped plates, product build up, broken exterior, broken plugs, burnt cords, exposed wires)
  • Deterioration to the surface finish, aesthetics, or appearance of the product
  • Any alteration or repair by you or by a third party
  • Theft or loss

We cannot guarantee the quality of products sold by unauthorized retailers, including unauthorized resellers on Carousell, eBay, etc. and thus we will not honor the warranty for any products sold by them.

Have more questions?
We are here to help.