Warranty & After-Sales Service

VitalWalk Manufacturer's Limited Warranty & After-Sales Service

This Manufacturer's Limited Warranty applies to new VitalWalk products purchased in the United States from vitalseris.com, the official VitalWalk Amazon sales channel, or an authorized VitalWalk seller. It covers manufacturing defects in materials and workmanship during normal household, non-commercial use.

Warranty Coverage

  • Structural Frame: 5 years
  • Drive Motor: 2 years
  • All Other Parts and Components: 1 year

The warranty period begins on the delivery date shown in the original order record. If the delivery date cannot be verified, the purchase date shown on the valid proof of purchase will be used.

A part repaired or replaced under this warranty remains covered for the remainder of the original warranty period or for 90 days from the date of repair or replacement, whichever is longer. A replacement product does not restart the full original warranty period; it remains covered for the remainder of the original warranty period or 90 days from the replacement date, whichever is longer.

Who and What Is Eligible

  • The original purchaser, or the original gift recipient, with valid proof of purchase.
  • A product purchased new from VitalWalk or an authorized seller and used in the United States.
  • Normal household, non-commercial use only.

This warranty is non-transferable. Products purchased used, refurbished, or from an unauthorized seller are not covered unless VitalWalk expressly confirms otherwise in writing.

How to Request Warranty Service

Please use the support address that matches your purchase channel:

For purchases from another authorized seller, please include the seller name and order information when contacting service@vitalseris.com. We aim to provide an initial response within 1 business day.

To help us diagnose and resolve the issue, please provide:

  1. Order number and proof of purchase;
  2. Product model and serial number or production code;
  3. Purchase and delivery date;
  4. A clear description of the problem;
  5. Clear photos and, where appropriate, a short video showing the issue;
  6. Your current shipping address and telephone number.

Safety notice: Stop using the product and disconnect it from power if you notice smoke, a burning smell, abnormal electrical sounds, exposed wiring, an uncontrollable running belt, or any condition that may be unsafe. Contact VitalWalk before attempting further use or repair.

How Warranty Service Works

After reviewing the claim, VitalWalk will determine the appropriate solution based on the nature of the covered defect:

  1. Remote troubleshooting: We may provide operating, adjustment, maintenance, or diagnostic instructions.
  2. Replacement parts: When a user-replaceable part can reasonably resolve the issue, VitalWalk may ship the required part at no charge and provide written or video installation guidance. The customer may be asked to replace the part by following these instructions.
  3. Pre-approved third-party repair: If professional assistance is appropriate, VitalWalk may authorize the customer to hire a qualified third-party technician. The customer must obtain VitalWalk's written approval, including any approved cost limit, before work begins. Reimbursement is limited to the amount approved in writing and requires an itemized invoice or receipt. Costs that were not approved in advance, or costs above the approved limit, are not guaranteed to be reimbursed.
  4. Product replacement: If the issue is too complex or unsafe for customer repair, cannot be reasonably repaired, or remains unresolved after approved troubleshooting or part replacement, VitalWalk may replace the product with the same model or a product of comparable function and value.
  5. Other remedy: If a covered defect cannot reasonably be resolved through parts, approved repair, or replacement, VitalWalk may provide a refund or another remedy as required by applicable law.

VitalWalk does not maintain a general in-home or local service network in the United States and does not automatically include on-site labor. Do not arrange paid repair service with the expectation of reimbursement unless VitalWalk has first approved it in writing.

For a valid warranty claim, VitalWalk will cover reasonable shipping costs for approved replacement parts, a replacement product, or a required product return. Products must not be shipped without return authorization and shipping instructions from VitalWalk.

What Is Not Covered

This Limited Warranty does not cover:

  • Normal wear and tear, including ordinary wear to running belts, walking surfaces, grips, trim, finishes, paint, labels, or cosmetic appearance;
  • Scratches, dents, discoloration, or other cosmetic damage that does not affect normal operation;
  • Damage caused by improper assembly, installation, belt adjustment, lubrication, maintenance, storage, moving, or failure to follow the instruction manual;
  • Misuse, abuse, neglect, accident, vandalism, pet damage, exceeding the rated user weight, or use for a purpose other than the product's intended purpose;
  • Commercial, institutional, rental, gym, shared-facility, or other non-household use;
  • Damage caused by unauthorized modification, disassembly, repair, or replacement parts, except where the service was approved in writing by VitalWalk;
  • Damage caused by incorrect voltage, an ungrounded or unsuitable outlet, improper extension cords, power surges, or failure to follow the product's electrical requirements;
  • Water, excessive moisture, outdoor use or storage, fire, flood, lightning, natural disaster, or other external causes;
  • Damage occurring during customer-arranged transportation or return shipping that was not authorized by VitalWalk;
  • Lost accessories, including remote controls, safety keys, cables, or hardware, when the loss is not caused by a manufacturing defect.

Unauthorized repair does not automatically void the entire warranty; however, damage caused by an unauthorized repair, modification, or incompatible part is not covered.

Out-of-Warranty Support

After the applicable warranty period ends, VitalWalk may continue to offer troubleshooting assistance and replacement parts for purchase, subject to parts availability. Contact the support address that matches your purchase channel.

Limitation of Warranty and State Rights

To the extent permitted by law, any implied warranties, including implied warranties of merchantability and fitness for a particular purpose, are limited to the duration of the applicable written warranty stated above. Some states do not allow limitations on how long an implied warranty lasts, so this limitation may not apply to you.

To the extent permitted by law, VitalWalk is not responsible for incidental or consequential damages arising from the use of, or inability to use, the product. Some states do not allow the exclusion or limitation of incidental or consequential damages, so this limitation may not apply to you.

This Limited Warranty gives you specific legal rights, and you may also have other rights that vary from state to state. Nothing in this warranty limits rights that cannot be limited under applicable law.