Return, Refund & Exchange Policy

At XLaserlab, we are committed to providing reliable products and a transparent after-sales experience.

We understand that sometimes a purchase may not meet your expectations. This policy explains your options for returns, refunds, replacements, and warranty service, including eligibility requirements, applicable fees, and processing times.

1. Return Policy — Within 30 Days

Customers may request a return within 30 calendar days after receiving their order, subject to the conditions below.

The return period begins on the calendar day following the delivery date.

1.1 Return Eligibility

To qualify for a return unrelated to product defects:

• The product must have been purchased directly from the official XLaserlab online store.
• The return request must be submitted within the applicable 30-day return period.
• The product must be in its original condition, with all accessories, components, manuals, and original packaging included.
• For X1 and X1 Pro machines, products must not have been used for actual laser welding, cleaning, or cutting operations.
• The return must be approved by our customer support team before shipment.

Important: For X1 and X1 Pro machines, once a device has been used for laser welding, cleaning, or cutting, returns or exchanges for non-quality-related reasons will not be accepted. This restriction does not apply to verified product defects or override applicable statutory rights.

1.2 Return Service Fees — X1 & X1 Pro

For eligible returns unrelated to product quality, the following service fees apply:

How Are Service Fees Calculated?

The service fee is calculated as a percentage of the total order amount, including applicable taxes and original shipping charges.

The service fee already includes return shipping costs arranged through XLaserlab. No separate standard return shipping charge will be added for an approved return under this fee structure.

Example: For an eligible $3,499 order with no additional charges, an 8% service fee would equal $279.92, resulting in a refund of $3,219.08.

For other products or accessories, please contact our support team to confirm the applicable return conditions and fees before initiating a return.

1.3 Returns Due to Product Defects or Our Error

If you receive a defective product, an incorrect item, or an item damaged due to our error, please contact us with your order number and supporting photos or videos.

For verified issues attributable to XLaserlab:

• No return service fee will be charged for an approved return or replacement.
• XLaserlab will cover the necessary return and replacement shipping costs.
• Our support team will assess the issue and arrange an appropriate resolution, including repair, replacement, or refund where applicable.

These terms do not limit any rights available under applicable consumer protection laws.

2. How to Request a Return

Step 1 — Contact Customer Support

Email support@xlaserlab.com with:

• Your order number
• The product name and model
• The reason for requesting a return
• Relevant photos or videos, if applicable

Step 2 — Return Review and Approval

Our team will review your request and respond within approximately 7 business days.

If your return is approved, we will provide return instructions, applicable service fee details, and a return shipping label where arranged by XLaserlab.

Step 3 — Pack and Ship Your Product

Securely package the product with its original accessories and packaging materials.

Attach the provided shipping label and follow the return instructions.

Please retain the shipment tracking number and share it with our customer support team.

Step 4 — Inspection and Refund

Once the returned product arrives at our designated facility, our team will inspect it to confirm that the return conditions have been met.

For approved returns, we will process the refund within 14 business days of receiving the returned product, subject to completion of the required inspection.

3. Refund Method and Processing Time

Approved refunds will be issued to the original payment method used for the purchase.

For eligible non-defective returns, the applicable service fee will be deducted from the refundable order amount.

After XLaserlab processes the refund, the time required for the funds to appear in your account depends on your bank or payment provider. This additional processing time is outside XLaserlab's direct control.

If you have not received your refund after the processing period, please contact support@xlaserlab.com.

4. Replacement Policy — Within 60 Days

XLaserlab provides a 60-day replacement policy for qualifying major hardware defects.

This policy applies to eligible products purchased from the official XLaserlab online store.

4.1 Replacement Eligibility

A replacement request must be submitted within 60 calendar days after receipt, with the period beginning on the day after delivery.

This policy covers verified substantial hardware defects that significantly affect core functionality, such as:

• Mainboard failure
• Laser module failure
• Other qualifying major hardware failures confirmed by XLaserlab

Minor performance concerns or issues that do not qualify for full-unit replacement will generally be handled under our standard warranty repair process.

4.2 Replacement Fees

For an approved replacement under the 60-day policy:

• The replacement unit will be provided free of charge.
• XLaserlab will cover the associated return and replacement shipping costs.
• Our support team will provide shipping and replacement instructions.

Eligibility will be determined following technical assessment, subject to applicable consumer rights.

5. Limited Warranty

XLaserlab provides a limited warranty covering eligible manufacturing defects and hardware failures during the applicable warranty period.

5.1 Warranty Coverage

Main machine components include eligible parts such as the display, cables, control boards, and related electronic components.

Items excluded from standard warranty coverage may include protective lenses, nozzles, welding accessories, consumables, safety instructions, gloves, aprons, and other designated items.

Applicable consumer protection laws may provide additional rights.

5.2 Warranty Service

1. Contact support@xlaserlab.com with your order number, proof of purchase, and a description of the issue.
2. Our technical support team will attempt remote troubleshooting.
3. If necessary, you may be asked to send the product to an authorized service facility.
4. For verified warranty-covered defects, XLaserlab may repair or replace the affected product or component without charging for covered parts and labor.

5.3 Shipping Costs for Warranty Repairs

For standard warranty repairs:

• Customers are generally responsible for the initial shipping cost to the designated service center.
• XLaserlab covers the return shipping cost after an approved warranty repair or replacement.
• For repairs outside warranty coverage, customers are responsible for applicable repair and shipping costs.

These arrangements are subject to any mandatory consumer rights that require different cost responsibilities.

6. Exclusions and Limitations

The following circumstances are generally excluded from voluntary returns, free replacements, or limited warranty coverage, as applicable:

• Requests submitted outside the applicable eligibility period.
• Products purchased through unauthorized sellers.
• Products returned without required original components, accessories, or packaging, where these are conditions of a voluntary return.
• Damage caused by misuse, accidents, improper storage, or improper maintenance.
• Unauthorized modification or repairs.
• Damage caused by incompatible or unauthorized third-party components or software.
• Normal wear and tear and consumable components.
• Damage resulting from external events, such as fire or flooding.
• Issues caused by operating the product outside its intended specifications.

These exclusions do not restrict rights or remedies that cannot legally be excluded.

7. Order Cancellation

If you wish to cancel an order before it has shipped, please contact support@xlaserlab.com as soon as possible.

Our team will review the current order status and confirm whether cancellation is possible.

Orders that have already been dispatched may need to follow the applicable return process.

8. Important Return Instructions

• All returns must be authorized before shipment.
• Do not send products to an address without receiving instructions from our support team.
• Unannounced returns or in-person drop-offs may not be accepted.
• Customers should remove personal information stored on their devices before returning them.
• Please use adequate protective packaging to help prevent shipping damage.
• Keep your tracking information until the return has been completed.

9. Your Statutory Rights

This policy provides XLaserlab's standard after-sales terms and does not exclude, restrict, or replace rights available under applicable consumer protection laws.

Where mandatory local laws provide greater consumer protections, those laws will take precedence.

XLaserlab may update this policy from time to time. Changes will be published on our official website and applied in accordance with applicable law.

10. Contact Us

For questions regarding returns, refunds, replacements, or warranty claims, please contact:

XLaserlab Customer Support

Email: support@xlaserlab.com

Website: www.xlaserlab.com

We are here to help you resolve any issues with your XLaserlab purchase.