Política de reembolso
At Tianjin Xingtai Laser and Advertisement Equipment Co., Ltd., we are committed to providing reliable laser equipment, professional technical support, and long-term customer service. Please review our Return, Refund, and Warranty Policy carefully before placing an order.
1. Return Eligibility
Due to the nature of industrial laser equipment, customized configurations, and international shipping costs, returns are only accepted under the following circumstances:
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The product arrives with shipping damage.
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The product has a confirmed manufacturing defect.
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The product received does not match the order specifications.
We do not accept returns or refunds for:
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Change of mind.
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Incorrect purchase decisions made by the buyer.
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Customer-specific customized machines.
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Issues caused by improper installation, operation, maintenance, or storage.
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Normal wear and tear of consumable parts.
If you believe your machine has a quality issue, please contact us within 30 days after delivery.
2. How to Request a Return or Warranty Service
To request a return, replacement, or warranty service, please contact our support team:
Email: rachel@tjxtmachine.com
Please provide:
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Order Number
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Machine Model
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Detailed description of the issue
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Photos or videos showing the problem
Our technical team will review the information and respond within 2–5 business days.
Returns sent without prior authorization will not be accepted.
3. Quality Verification Process
Before approving a return, replacement, or refund request, our technical team may perform a verification process, which may include:
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Remote troubleshooting assistance
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Video diagnostics
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Software configuration support
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Technical inspection procedures
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Review of photos, videos, and operational records
Many operational issues can be resolved remotely without requiring the machine to be returned.
If our technical team confirms a manufacturing defect that cannot be resolved remotely, we will determine the most appropriate solution, which may include:
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Free replacement parts
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Repair service
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Machine replacement
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Partial refund
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Full refund (where applicable)
The final resolution will be determined based on the nature of the issue, warranty status, and technical assessment results.
4. Return Shipping
Approved Quality-Related Returns
If a return is approved due to:
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Manufacturing defects
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Shipping damage
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Incorrect product shipment
we will arrange or reimburse reasonable return shipping costs as agreed in writing.
Non-Quality Related Requests
Returns for non-quality reasons are generally not accepted due to the size, weight, customization, and international transportation costs associated with industrial laser equipment.
Return Address
Approved returns must be shipped to our designated return facility or warehouse. The specific return address will be provided together with the Return Authorization after your request has been reviewed and approved by our support team.
For security and processing reasons, please do not send any products back without prior authorization. Unauthorized returns may be refused or delayed.
Packaging Requirements
Customers are responsible for ensuring that returned products are properly packaged to prevent damage during transit.
Any damage occurring during return transportation due to insufficient packaging may affect eligibility for a refund, replacement, or warranty claim.
5. Refund Process
After the returned equipment is received at our designated facility, our technical team will inspect the machine.
Inspection Timeline
Please allow 5–10 business days for inspection after the returned product has been received.
Refund Approval
If the refund request is approved:
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Refunds will be issued to the original payment method.
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Refund processing will be completed within 5–7 business days after inspection approval.
Please note that banks, credit card providers, and payment processors may require additional processing time before the refund appears in your account.
Shipping charges, customs duties, taxes, and other third-party fees are generally non-refundable unless otherwise required by applicable law or agreed in writing.
6. Warranty Policy
Fibre Laser Marking Machines
3-Year Limited Warranty
CO₂ Laser Marking Machines
3-Year Limited Warranty
UV Laser Marking Machines
3-Year Limited Warranty
Laser Cutting Machines
1-Year Limited Warranty
During the applicable warranty period, we provide:
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Free replacement of defective non-consumable parts
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Remote technical troubleshooting
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Technical guidance for installation and operation
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Repair or replacement for verified manufacturing defects
Warranty service is limited to defects resulting from normal use under proper operating conditions.
7. Warranty Exclusions
The warranty does not cover:
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Consumable components, including lenses, mirrors, protective lenses, nozzles, filters, and similar wear parts
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Damage caused by improper installation or operation
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Unauthorized repairs, modifications, or disassembly
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Accidental damage, misuse, abuse, or negligence
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Damage caused by unstable power supply, voltage fluctuations, or improper electrical connections
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Damage caused by natural disasters, fire, flood, lightning, or other force majeure events
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Software issues resulting from third-party modifications, unauthorized software, or malware
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Cosmetic damage that does not affect machine functionality
8. Lifetime Technical Support
We provide lifetime after-sales support for all machines purchased from us, including:
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Lifetime technical consultation
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Lifetime software updates (where applicable)
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Remote assistance via email, video call, or online communication tools
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Installation guidance
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Calibration assistance
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Troubleshooting support
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Operational training and technical advice
Our technical support team is committed to assisting customers throughout the operational life of the equipment.
9. Contact Information
Tianjin Xingtai Laser and Advertisement Equipment Co., Ltd.
Address:
Room 1A430, Administrative Committee of National Agricultural Science and Technology Park, Jinnan District, Tianjin, China
Phone:
+86 18722099531
Email:
rachel@tjxtmachine.com
Business Hours:
Monday–Saturday, 9:00 AM–6:00 PM (China Standard Time)
For technical support requests, customers may contact us by email at any time. We strive to respond to all inquiries as quickly as possible.