In March, a person surnamed A purchased a massage device from Pulio and developed scar marks on their legs two months after using it. A claimed that, despite wearing clothes as guided by Pulio while using the massage device, they suffered from a low-temperature burn. The model used by A is a thigh massage device with heating functions that was released in February 2025.
Another user, a person surnamed B, underwent surgery to remove necrotic tissue due to low-temperature burns. B claimed that wearing thick clothes and using the massage device as directed by Pulio was insufficient to prevent burns.
According to the massage device industry on the 8th, conflicts between consumers who experienced low-temperature burns and abrasions after using Pulio products and the company are spreading.
Pulio is a premium home massage brand established in 2022. It has maintained the number one position in domestic sales with its wireless calf massage devices. Last year, sales totaled about 190 billion won, which is more than three times the previous year.
The company's product gained popularity when Key, a member of the boy group SHINee, appeared wearing it on the broadcast program "Home Alone." The price ranges from 200,000 to 600,000 won. It is recorded that more than 1 million devices have been sold to date.
However, as more consumers report suffering low-temperature burns from the heating function, conflicts regarding compensation for damages are spreading.
The heating function raises the temperature of the massage area, providing effects such as muscle relaxation and improved blood circulation.
This function is included in most massage devices. Corporations such as Seragem and Bodyfriend, which are domestic massage chair manufacturers, also have this feature. However, it is known that no cases of low-temperature burns due to the heating function have been reported so far.
This is because a function designed to prevent low-temperature burns is installed. Bodyfriend's products include a feature that automatically adjusts the heating level after 20 minutes of operation to prevent low-temperature burns. Seragem's massage chairs can also rise to a maximum of 65 degrees but have technologies to prevent burns.
Some products from Bodyfriend and Seragem are subject to stringent standards since they are registered as "medical devices." To be recognized as medical devices, they must receive certification from the Ministry of Food and Drug Safety, necessitating the introduction of technology to prevent low-temperature burns.
However, Pulio is known to apply relatively lenient standards since it is not classified as a medical device. Experts explain that because of the nature of its device, which wraps around the legs, the risk of low-temperature burns is inevitably greater than with open-style massage chairs.
In response, Pulio has informed consumers that "because everyone's skin is different, it is advisable to use it over clothing to prevent low-temperature burns, and to avoid using it on the same area for extended periods."
An industry official in the massage sector said, "Since Pulio's products are not medical devices and their prices are cheaper than regular devices, they had no choice but to guide consumer behavior rather than prevent problems with their technology."
Pulio stated, "We are making efforts to compensate for damages caused by massage devices, reflecting the consumers' positions as much as possible," but consumers who have suffered actual damage claim that they "have not received compensation for medical expenses."
The company also said, "Although we have maintained a heating safety standard of below 45 degrees, it is impossible to completely rule out the possibility of low-temperature burns depending on the user's usage of a massage device with heating functions, so caution is needed for safe use."
As the issue of low-temperature burns continues, Pulio announced it will completely remove the heating function from its products starting in April 2025. It also added that it has formed a technical development (R&D) team to prevent blisters caused by skin friction.
Lee Il-hyung, a lawyer from Daeryun Law Firm Medical Pharmaceutical Group, said, "It is necessary to objectively prove whether the consumer adhered to all guidance and whether burns occurred despite following the usage instructions," adding, "If the requirements of the Product Liability Act are met, the manufacturer is likely to be liable for damages unless they can prove the damage was caused by factors other than defects."
However, he noted, "If such incidents are rare and the incident arose despite following the guidelines, it may be possible that the patient's unique constitution is an issue," adding, "In this case, there may be no manufacturer liability or it could be limited."
Meanwhile, Pulio voluntarily recalled 80,000 neck and shoulder massagers on May 26 due to concerns that, although there were no defects in the products, the hardness and sharpness of the material at the ends of the massage balls on the bottom of the products could cause abrasions during the massage process.