Política de reembolso

Return & Refund Policy

I. Contact Information

Orders not received / delivery not completed:
Please contact manager@xtlaser.com. We will assist in attempting to cancel the order and arrange a refund where applicable.

Orders already delivered:
Please contact manager@xtlaser.com and provide the order number, product model, and a description of the issue.
Our team will guide you through the return, exchange, or after-sales service process.

Please do not initiate a chargeback directly. Unauthorized chargebacks may result in additional bank fees and extended processing time.

II. Product Categories and Scope

1. Standard Products

Standard configuration products listed on the product page, not involving customer-specific customization.

2. Customized Products / B2B Orders

Including but not limited to:

  • Products customized based on customer requirements for power, configuration, structure, appearance, interfaces, functions, voltage, or software;

  • Products pre-installed with specific parameters, firmware, or customer-exclusive systems;

  • Products clearly labeled as “custom-made,” “made to order,” or “non-returnable”;

  • Orders placed by enterprises, institutions, or studios for production or commercial use.

3. Products Not Applicable or Subject to Special Terms

  • Accessories and consumables

  • Self-service terminals

  • Retail marking solutions

III. Return Policy (Non-Custom Products)

1. Return Period

  • Return requests may be submitted within 30 calendar days starting from 00:00 on the day after delivery;

  • Products with confirmed manufacturing defects are also subject to the 30-day period.

2. Return Conditions

  • Products, accessories, and original packaging must be intact;

  • For machine products, laser operation count must not exceed 50 cycles;

  • Separately purchased consumables (materials, filters, etc.) are non-returnable.

3. Service Fees (Excluding Shipping Costs)

Condition Product Type Service Fee
Unopened Machine 10%
Unopened Accessories 15%
Opened but unused Machine 15%
Opened but unused Accessories 20%
Used Machine 30%
Used Accessories 20%

  • Returns within 14 days of delivery: service fee waived;

  • Returns between 15–30 days: service fees apply as listed above;

  • For non-quality-related returns, shipping costs shall be borne by the customer.

4. Refund Method

  • Refunds will be issued within 14 days after the returned product is received and inspected, via the original payment method;

  • Actual refund timing depends on the bank or payment service provider.

IV. Exchange Policy

1. Applicable Cases (Within 90 Days After Delivery)

  • Severe damage caused during transportation;

  • Significant inconsistency with product description;

  • Confirmed manufacturing or assembly defects.

2. Exchange Service Fees

Time After Delivery Service Fee
Within 14 days 0
15–30 days 15%
31–90 days 30%

  • For exchanges not caused by quality issues, shipping costs shall be borne by the customer.

V. Special Product Terms

1. Accessories

  • Once any laser processing has occurred, returns or exchanges are not accepted except for manufacturing defects;

  • Issues caused by improper operation or maintenance will void return, exchange, and warranty eligibility;

  • Returns within 7 days are subject to a 4.5% service fee.

2. Self-Service Terminals / Retail Marking Solutions

  • No return without valid reason;

  • In case of manufacturing defects or shipping damage, exchange requests may be submitted within 14 days;

  • For major failures that cannot be repaired during the warranty period, full unit replacement may be provided.

VI. After-Sales Service and Limited Warranty

1. Warranty Period

  • Standard products: 12-month limited warranty;

  • Customized products: 12-month limited warranty;

  • Warranty period starts from the delivery date confirmed by logistics records.

Core components warranty:

  • Laser source: 12–24 months (subject to product page description)

  • Control system, power supply, galvo system: 12 months

  • Consumable parts (lenses, protective windows, cables, fans, filters, etc.) are not covered under free warranty.

2. Warranty Coverage

Free warranty applies only to:

  • Manufacturing or assembly defects;

  • Equipment failures under normal and compliant usage.

Warranty does not cover:

  • Human-caused damage or improper operation;

  • Unauthorized disassembly, modification, or third-party repair;

  • Use of non-original XTlaser parts or software;

  • Abnormal voltage or environmental factors;

  • Normal wear and consumable aging;

  • Natural disasters or force majeure events;

  • Products beyond the warranty period.

3. Technical Support Services

XTlaser provides:

  • Remote video support;

  • Online troubleshooting;

  • Software and parameter guidance;

  • Operation manuals and training materials.

Service hours: Monday to Friday, 09:00–18:00 (Beijing Time).

4. XTlaser Resolution Methods

Upon confirmation of valid warranty coverage, XTlaser reserves the right to choose to:

  • Provide repair guidance or replacement parts;

  • Repair or replace with products of equivalent performance;

  • Refund the actual purchase amount where applicable.

VII. Customized Products and B2B Special Statement

  • Once production or shipment is confirmed, customized products are non-returnable except for manufacturing or assembly defects;

  • Returns or exchanges will not be accepted due to incorrect product selection, changing requirements, subjective dissatisfaction, or application mismatch;

  • XTlaser laser equipment is industrial/professional-grade equipment, and no guarantees are made regarding processing results, productivity, or commercial returns.

VIII. Non-Acceptance Scenarios

  • Requests beyond the return, exchange, or warranty period;

  • Purchases from non-official channels;

  • Missing or damaged accessories or packaging;

  • No quality issues identified after inspection;

  • Improper use, storage, or external damage;

  • Unauthorized disassembly, modification, or repair;

  • Damage caused by force majeure events;

  • Failure to return products within the required timeframe.

IX. Limitation of Liability and Legal Disclaimer

  • To the maximum extent permitted by law, XTlaser shall not be liable for any indirect, incidental, special, or consequential damages;

  • XTlaser’s total liability shall not exceed the actual amount paid by the customer for the relevant product;

  • This policy does not affect mandatory statutory rights granted to consumers by applicable laws;

  • XTlaser reserves the right to interpret and amend this policy within the scope permitted by law.

Important Notice:
This equipment is industrial-grade laser equipment intended for professional use only.
Users must comply with U.S. and local laser safety regulations and FDA requirements (21 CFR 1040).