THE COMPLETE PROCESS
Six steps.
Everything explained.
Here is exactly what happens from the moment you enroll to the moment your discount code lands in your inbox.
ENROLL ONLINE · 5 MINUTES
Go to the trade-in portal and tell us about your device.
Visit the trade-in program pageand complete the enrollment form. You will be asked for your name, email, device model, serial number, and device condition. You will also upload three photos of your device at this step. See the Photo Guide below before you begin so you have everything ready.
Go to Trade-In ProgramWhat you need before you start
Your device · Serial number (see Step 2 below) · 3 photos ready to upload.
Takes less than 5 minutes.
Once you submit, you'll get a confirmation email with your enrollment number. Hold onto it as your reference for the trade-in process.
Timming
Immediate confirmation
SERIAL NUMBER · REQUIRED
Locate your device's serial number.
Every Capillus device has a unique serial number printed on a sticker. This number identifies your specific device and is required during enrollment. See the full Serial Number Guide in the section below to find yours.
Where to look:
Remove the cap from the dome. The serial number is on a white sticker inside, near the charging port area.
Can't find it?
Don't stop here. See the "Can't Find Your Serial Number" section below; contact our support team for assistance.
PHOTO UPLOAD · 3 REQUIRED
Take and upload three specific photos of your device.
Photos are how our team verifies your device before you ship it. Take them in good lighting. Each photo must clearly show a specific part of the device. Blurry or poorly lit photos may delay your enrollment. See the Photo Guide below for exact framing instructions for each shot.
Photo Guide
✓ Photo 1 — Inside the dome (laser array visible) ✓ Photo 2 — Outside of the dome (top and sides) ✓ Photo 3 — Battery and charging cable
FREE SHIPPING · PREPAID LABEL
Pack your device and ship it using your prepaid label.
After enrollment is confirmed, a prepaid UPS shipping label will be emailed to you and will also be available in your Trade-In Portal dashboard. Print it, pack your device securely, and drop it at any UPS location. You pay nothing for shipping.
Important — you are responsible for packing.
Use bubble wrap or foam padding. Damage from poor packaging may reduce your credit. The label is valid for 14 days.
Keep your drop-off receipt.
This is your only proof that the carrier received the package. Keep it for at least 90 days in case of a lost shipment inquiry.
LABEL VALID FOR 14 DAYS
Drop off at any UPS location.
INSPECTION · 10 BUSINESS DAYS
We receive, photograph, and inspect your device.
Our team opens and photographs every package on arrival. We then verify the device against what you declared during enrollment — model, condition, and serial number. Inspection is completed within 10 business days of receipt. You can track your status in the Trade-In Portal.
What we're checking:
Device matches enrolled model · Serial number matches · All original components present · Device is in working condition · Not counterfeit or previously traded in.
Wrong device received?
You have 5 business days to respond to our notification. If we receive an empty box, the enrollment is permanently cancelled, and the matter may be referred to the law.
INSPECTION TIME
Inspection will be completed within 10 business days of receipt.
DISCOUNT CODE · 5 BUSINESS DAYS
Your discount code arrives in your inbox.
Once your device passes inspection, your Trade-In Credit code will be emailed to you within 5 business days. Apply it to any qualifying Capillus order of $1,000 or more at capillus.com. The code is valid for 90 days from the date of issue and can be combined with other offers.
Code sent within 5 business days of passing inspection.
Valid for 90 days. Minimum order $1,000. One use only. Non-transferable. Valid at capillus.com only.
Already pre-ordered the TriSpectrum?
The credit can be applied toward your order at checkout. Contact support@capillus.com if you need assistance applying it after purchase.
Finding your
serial number.
Your serial number is a unique identifier printed on the sticker on the underside of your device.
ALL DEVICES — SAME LOCATION
Remove the cap from the dome. The serial number is on a white sticker inside.
Hold the dome in front of you and lift the cap straight out of the dome shell.
Flip the cap over and look at the underside. There is a white sticker with your serial number printed on it.
Enter the full number exactly as printed including any letters, dashes, or spaces.
WHAT TO LOOK FOR
A white sticker · "S/N:" or "Serial:" label · Alphanumeric code
Can't find your serial number?
If the sticker is worn, missing, or you're having trouble locating it, our support team can look up your serial number from your original order records.
Contact support before enrolling.
Email support@capillus.com with your proof of purchase or order number. Include the name on the original order. We'll reply with your serial number within one business day.
Mon–Fri · 9:00 AM – 5:00 PM ET
CONTACT SUPPORTSTEP 3 OF 6 · PHOTO UPLOAD GUIDE
Three photos.
Exactly what to shoot.
Each photo verifies a different aspect of your device. Take them before you start the enrollment form so the upload is seamless. Use your phone camera in good natural or indoor light.
Inside of the Dome
The entire laser array must be visible. This photo confirms the diodes are present and the insert is complete.
- → Remove the insert from the shell and shoot straight down at the laser array
- → All diodes must be visible in the frame — no cropping
- → Shoot in bright light — the interior should be fully lit
- → No filters or flash that wash out the diode dots
Outside of the Dome
The full exterior of the cap — top and sides. This confirms the device condition and model identity.
- → Place the cap on a flat, plain surface and shoot from above at a slight angle
- → The Capillus logo should be legible if present
- → Show any cosmetic wear honestly — dents, scratches, or marks
- → Do not use a case or cover during the photo
Battery & Charging Cable
The battery pack and charging cable are together in one frame. Confirms all accessories are included.
- → Lay the battery pack and cable flat, side by sideon a surface
- → The connector end of the cable must be visible
- → If your model has a charging dock, include that instead of or in addition to the cable
- → Show the battery level indicator if visible
PHOTOS THAT WILL BE ACCEPTED
- Sharp, in-focus images with no motion blur
- Good natural or artificial light — subject clearly visible
- Neutral background — plain table, desk, or floor
- Serial number fully visible and every character readable
- JPG or PNG format · Maximum 10MB per photo
- Honest representation — show all wear and cosmetic condition
PHOTOS THAT WILL BE REJECTED
- Blurry, out-of-focus, or dark images
- Partial shots — device cropped or partially out of frame
- Screenshots of other photos instead of direct uploads
- Photos taken of a different device than the one being shipped
- Heavily edited, filtered, or brightness-adjusted images
- Serial number sticker covered, removed, or illegible
CONDITION STANDARDS
What we accept
and what we don't.
Your credit is not affected by normal cosmetic wear. Here is exactly what our inspection team is looking for.
Good Working Condition
The most common outcome. Device works normally, all parts present, normal use wear.
- Powers on and functions normally
- All diodes intact and operational
- Battery charges and holds charge
- Laser insert and outer shell included
- Normal cosmetic wear — minor scuffs, fading acceptable
- Serial number sticker intact and readable
Minor Damage or Missing Parts
Device still functional but with damage or missing accessories. Credit amount determined at inspection.
- Missing original charging cable or dock
- Visible cracks on exterior shell (non-structural)
- Minor diode damage — fewer than 5% non-functional
- Battery holds reduced charge but still functional
- Serial number sticker worn but still partially readable
- Serial number sticker intact and readable
Non-Functional or Disqualified
Device will not qualify. You will be notified and have 5 business days to respond.
- Device does not power on
- Structural damage to laser insert — bent, cracked, or broken
- Water damage present
- Device model does not match enrollment declaration
- Counterfeit, modified, or previously traded-in device
- Serial number sticker removed or tampered with
WHY UPGRADE
What you're
leaving on the table
Hair loss doesn't pause. The latest generation of treatment goes deeper, works harder, and gives your follicles everything they need to respond.
MEET THE TRISPECTRUM - THE NEXT GENERATION
Three wavelengths.
Everything your scalp needs.
650nm activates. 780nm feeds. 808nm protects. The TriSpectrum does all three in the same six minutes you're already investing in your hair growth journey. Trade in your current Capillus device and make every session count more.
What are you upgrading to
THE FOLLICLE ACTIVATOR
Red light penetrates to the follicle stem cells in the upper scalp. Absorbed by cytochrome c oxidase in mitochondria, it triggers ATP production, which is the cellular energy that keeps follicles in the growth phase longer, producing thicker, stronger hair.
THE VASCULAR BRIDGE
Near-infrared fills the biological gap between 650nm and 808nm, reaching the mid-dermal blood vessel networks that feed every follicle. Improves oxygen delivery, structural integrity, and the vascular scaffolding follicles depend on to survive. Unique to the TriSpectrum.
THE DEEP PROTECTOR
Deep NIR penetrates further than any visible light, reaching the subdermal vascular plexus. Reduces oxidative stress and the chronic low-grade inflammation that accelerates follicle miniaturization in moderate-to-advanced hair loss.
Everything you need to know
What is the Capillus Trade-In Program?
The Trade-In Program lets you send in your old hair restoration device and receive a discount code you can apply toward the purchase of a qualifying Capillus product. It is our way of making it easier for you to upgrade while keeping older devices out of landfills.
What devices can I trade in?
We accept only Capillus hair restoration devices. The device must match exactly what you declare during enrollment, include all major original components, and must not be counterfeit, previously traded in, or deliberately damaged.
Note: Submitting a device you do not own, or misrepresenting the device you are sending, is a violation of the program terms and may result in permanent disqualification.
What do I get in return?
You receive a single-use discount code via email after your device passes inspection. The value of the credit depends on the device type and condition, and is shown to you during enrollment before you commit.
How do I enroll?
Go to the Capillus trade-in page and complete the enrollment form. You will need to provide:
– Your name and contact information.
– The make and model of the device you are submitting.
– Photos of the device front, back, and side.
– Your agreement to these Terms and Conditions.
Once your enrollment is confirmed, a prepaid UPS shipping label will be emailed to you and available in your Trade-In Portal dashboard.
Do I have to pay for shipping?
No. Capillus covers the cost of the shipping label. You pay nothing to send your device to us.
What should I do with the UPS receipt when I drop off my package?
Keep it. The UPS drop-off receipt is your only proof that you handed the package to the carrier. If your shipment is ever lost or delayed, this receipt is what we will need to open a claim on your behalf. We recommend keeping it for at least 90 days.
Am I responsible for how I pack the device?
Yes. Even though Capillus provides the shipping label, you are responsible for packaging your device adequately before drop-off. Please use enough cushioning material to protect the device during transit. Damage resulting from poor packaging may reduce or void your Trade-In Credit.
What happens after Capillus receives my device?
Our team opens and photographs every package on arrival. We then verify the device
against what you declared during enrollment. Inspection is completed within 10 business days of receipt. If your device passes inspection, your Trade-In Credit code is emailed to you within 5 business days.
Where can I use my Trade-In Credit?
Your Trade-In Credit is valid exclusively at capillus.com. It cannot be used at third-party retailers, on Amazon, or through any other channel.
Can I apply my Trade-In Credit to a past order?
No. The code cannot be applied retroactively to completed purchases.
How do I contact Capillus about my trade-in?
You can reach our Trade-In Support team at:
– Email: support@capillus.com
– Hours: Monday – Friday, 9:00 AM – 5:00 PM ET
Please include your enrollment number and UPS tracking number in all correspondence
for faster service.