XT LASER AFTER-SALES POLICY

Return, Exchange & Warranty Policy

This policy explains how XT LASER handles returns, exchanges, warranty coverage, and repair support for eligible products purchased through official channels.

Returns

Eligible return requests must be submitted within 30 days from the date of delivery.

30-Day Return Window

Exchanges

Eligible exchange requests must be submitted within 30 days from the date of delivery.

30-Day Exchange Window

Warranty

Warranty coverage is generally 12–24 months, depending on the product model.

12–24 Months

IMPORTANT BEFORE RETURNING

Please contact us before returning any product.

All returns, exchanges, warranty claims, and repair requests must be confirmed by XT LASER support before the product is shipped back. Unauthorized returns may be refused, delayed, lost, or returned to the sender.

Submit a Support Request
Returns

Return Period

Eligible return requests must be submitted within 30 days from the date of delivery.

Return Conditions

  • Unopened products: Refunds may be issued after deducting the original shipping cost and a 4.5% bank or payment processing fee.
  • Opened but unused products: Refunds may be issued after deducting the original shipping cost and a 5% handling fee based on the total order amount.
  • Opened and used products: Refunds may be issued after deducting the original shipping cost and a 20% restocking and handling fee based on the total order amount.
  • Confirmed quality issues: XT LASER may provide a full refund, replacement, repair, or another appropriate solution depending on the case.

Non-Refundable Fees

Refunds apply only to the eligible product purchase amount. Installation fees, technical service fees, on-site service fees, customized service fees, shipping charges, and other additional service fees are non-refundable unless otherwise confirmed by XT LASER in writing.

Refund Processing

After XT LASER receives and inspects the returned product, eligible refunds are usually processed within 3 business days. Bank or payment platform processing times may vary.

Return Process
  1. Contact XT LASER support at info@xtlaser.com.
  2. Provide your order number, issue description, and relevant photos or videos.
  3. XT LASER will review your request and respond within 2 business days where possible.
  4. If approved, XT LASER will provide return instructions or a return label when applicable.
  5. Attach the return label or authorization information clearly to the package.
  6. Ship the product back according to the approved return instructions.
  7. After the returned product is received and inspected, XT LASER will process the eligible refund within 3 business days where applicable.

The return address will be provided by XT LASER customer support after your request is approved. Please do not ship any product back without written confirmation from XT LASER.

Exchanges

Exchange Period

Eligible exchange requests must be submitted within 30 days from the date of delivery.

Exchange Conditions

  • Unopened products: The customer is responsible for applicable shipping costs and any price difference.
  • Opened but unused products: A 3% handling fee may apply, along with shipping costs and any price difference.
  • Opened and used products: A 15% handling fee may apply, along with shipping costs and any price difference.
  • Before shipment: The customer is responsible for any price difference between the original product and the replacement product.

Important Notes

Exchanged products are not eligible for promotional pricing, discounts, coupons, or limited-time offers that were not applied to the original order. For same-model exchanges without a confirmed quality issue, the warranty period continues from the original purchase date and does not restart.

Warranty Coverage

Warranty Period

XT LASER provides a limited warranty for eligible products. The standard warranty period is generally 12 to 24 months, depending on the product model. Please refer to the relevant product page, order details, invoice, or product documentation.

Warranty Conditions

  • The product must be used under suitable operating conditions and according to product instructions.
  • The product must not be damaged by misuse, accident, improper installation, improper maintenance, abnormal voltage, unsuitable environment, or external factors.
  • The product must not be disassembled, modified, repaired, or serviced without authorization from XT LASER.
  • The customer must provide valid proof of purchase, such as an order number, invoice, receipt, or official purchase record.
  • Products purchased from unauthorized resellers, unauthorized platforms, or non-official channels may not be covered.

Not Covered by Warranty

Normal wear and tear, consumable parts, accessories, and expendable components are not covered. This may include lenses, nozzles, mirrors, cables, belts, filters, protective windows, and other wear parts.

Warranty Service Options

Depending on the issue and inspection result, XT LASER may provide one or more of the following solutions:

  • Remote technical support
  • Troubleshooting guidance
  • Replacement parts
  • Product repair
  • Product replacement where appropriate
  • Other reasonable after-sales solutions confirmed by XT LASER
Out-of-Warranty Repair
  • Remote technical support: May be provided free of charge where applicable.
  • Replacement parts: The customer is responsible for parts cost, shipping cost, and related service fees.
  • On-site service: USD $200 per day, plus applicable travel expenses.
  • Repair quotation: For issues outside the warranty scope, XT LASER will provide a quotation before repair begins.
  • Repair time: Usually 5 to 10 business days after the product is received by the service location.
  • Post-repair check: Repaired products receive a 7-day functional check period for the repaired issue.

Need help with a return, exchange, warranty, or repair request?

Please include your order number, product model, issue description, and any relevant photos or videos.

Contact Support