Xlaserlab After-Sales Policy (For the United Kingdom and European Union)

1.0 Policy Overview

1.1 Return & Exchange Policy

We hope you're delighted with your order. We understand that sometimes you may wish to return or exchange an item. In addition to your statutory rights, we will assist you provided your request meets the additional conditions described below.

1.2 Statutory Guarantee and Commercial Warranty

This document outlines your rights to the statutory guarantee on the quality of goods under local law, as well as the specific service process provided by Xlaserlab for this purpose.

It also contains Xlaserlab's voluntary commercial warranty commitments. This policy complements your legal rights and does not exclude or limit them in any way.

2.0 Return & Exchange Policy

2.1 How to Initiate a Request

Depending on your order status, please contact us as follows:

Order Status	Contact Method
Order Placed (Not Shipped)	Send an email to support@xlaserlab.com to request order cancellation and a refund.
Order Delivered	Send an email to aftersale@xlaserlab.com to initiate a return or exchange. Our customer service team will guide you through the specific process and inform you of any applicable fees.

2.2 Return Policy

2.2.1 Statutory Right of Withdrawal (Applicable to Distance Purchases)

When you purchase a product remotely (e.g., in an online shop), you benefit, by law, from a period of 14 calendar days from the receipt of the product to withdraw without justification.

Consequences of Withdrawal: In case of valid withdrawal, we will refund the full amount paid (including standard shipping costs).
In accordance with the law, you bear the cost of returning the product.
Refund Period: The refund will be made no later than 14 calendar days after we have received the returned product.
Diminution in Value of the Product: You only bear the possible diminution in value of the product if it results from handling that was not necessary to establish the nature, characteristics, and proper functioning of the product.

2.2.2 Additional Commercial Return Period (Extended to a Total of 30 Days)

In addition to the 14-day legal right above, Xlaserlab voluntarily extends the return period to reach a total of 30 calendar days (from receipt).

Eligibility:

The product must have been purchased from the official Xlaserlab online store.
The return request must be submitted within 30 calendar days from 00:00 on the day after receipt of the product.

Costs and Conditions - Applicable to X1 & X1 Pro Models (Applicable during the commercial period, days 15 to 30):

Unacceptable Return Reasons: Once a machine has performed laser welding, cleaning, or cutting operations, commercial returns between the 15th and 30th day are not accepted, except in case of proven quality defect.
Other unacceptable reasons include: inability to use the machine to weld/clean/cut your own materials, subjective dissatisfaction with the machine's color or appearance, or incompatibility due to personal usage habits.
Acceptable Returns and Service Fee: For returns without quality defects from the 15th to the 30th day that do not fall under the unacceptable reasons above, we will charge a service fee based on the condition of the product (the return shipping we arrange is already included).

The service fee scale is as follows:

Condition of Returned Product	Service Fee for Machines	Service Fee for Accessories
Unopened / Unused	10%	15%
Opened, Intact and Unused	15%	20%
Opened and Used *	25%	Not Applicable

"Used" refers to machines with visible signs of use or those that have been used for laser operations without reaching the "unacceptable" level described above. The final assessment rests with Xlaserlab.

Please contact customer service to confirm the exact service fee and obtain a return label.

If the return is due to an error on our part (product damaged during shipment, wrong item sent), you bear no costs. We will provide a prepaid return label and arrange follow-up.

2.2.3 Return Process

To ensure a smooth and efficient return process, please follow these steps:

Provide the order number, a description of the problem, and relevant photos/videos.
We will respond within 3 working days and provide a return label.
Attach the label to the package, send it back to our warehouse, and provide us with the tracking number.
Once the warehouse receives the package, the refund will be processed within 14 calendar days.

Important: The tracking number must be provided in a timely manner, otherwise the warehouse may not be able to locate the shipment quickly, which will affect the refund process.

2.3 Exchange Policy

2.3.1 Eligibility

The product must have been purchased from the official Xlaserlab online store.
The exchange request must be submitted within 60 calendar days from 00:00 on the day after receipt of the product.
Important Delimitation: This 60-day exchange policy applies only to major hardware failures seriously affecting essential functionalities (for example, motherboard failure, laser module not working upon receipt). For other performance problems, our standard repair process will apply.

The final decision on whether a problem is eligible for exchange rests with Xlaserlab.

2.3.2 Costs - Applicable to X1 & X1 Pro Models

If an exchange is approved under this 60-day policy, Xlaserlab will provide a replacement unit and bear the associated shipping costs free of charge.
Repairs under statutory guarantee may have different shipping cost responsibilities; please see the "Statutory Guarantee and Commercial Warranty" section for details.

Situation	Policy	Service Fee
Exchange	Exchange for qualified major hardware failure within 60 days	Free

2.4 General Exclusions (Applicable to Returns and Exchanges)

The following cases are excluded from our return and exchange policy:

The product was received more than 30 days (return) or 60 days (exchange) ago.
The product was purchased through unauthorized channels.
The returned product does not include all original accessories, attachments, or packaging.
The product shows no defect during our functional tests.
Damage or failure caused by misuse, accident, improper maintenance, or use of unauthorized third-party parts/software.
Damage caused by uncontrollable external events (such as fire, flood).

2.5 Disclaimer

Returns and exchanges must be pre-approved by Xlaserlab.
We reserve the right to refuse returns that do not meet the established conditions.
Please contact our customer service to obtain the specific return address and instructions. Direct drop-offs are not accepted.
You are responsible for deleting all personal data from the product before returning it. Xlaserlab is not responsible for any data breach resulting from your omission.

3.0 Statutory Guarantee and Commercial Warranty

3.1 Warranty Coverage

This warranty does not affect the rights you hold under the consumer protection law of your region. The provisions below apply to the fullest extent permitted by law.

3.2 How to Obtain Warranty Service

If your product does not work properly during the warranty period, please contact our after-sales service at aftersale@xlaserlab.com with valid proof of purchase.

Xlaserlab will attempt remote diagnosis. If on-site repair is not possible, you may need to send the product to our service center.

For verified defects, Xlaserlab will, at its discretion, repair or replace the product free of charge (parts and labour included).

3.3 What is Not Covered

This warranty does not cover the following:

Products outside the warranty period.
Normal wear and tear, consumables, or accessories.
Damage resulting from accident, misuse, unauthorized modifications, or use not in accordance with official instructions.
Damage caused by the use of non-authorized third-party components or software.
Products that cannot be verified by valid proof of purchase.

3.4 Shipping Costs for Warranty Service

Customer Responsibility: You are responsible for the initial shipping costs to send the product to the Xlaserlab designated service center.
Xlaserlab Responsibility: Xlaserlab covers the shipping costs of the repaired or replacement product sent back to you.
Non-Warranty Repairs: If the problem is not covered by this warranty, you will bear all shipping and repair costs.

3.5 Limitation of Liability

To the fullest extent permitted by law, Xlaserlab shall in no event be liable for bodily injury or any incidental, special, indirect, or consequential damages arising from your use or inability to use the product.

Some regions do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation may not apply to you.

3.6 Warranty Scope and Period

Product Model	Warranty Scope	Warranty Period	Coverage Details
All-in-One Laser Machine	Main Parts	24 months	Screen, cables, keys, PCB boards, etc.
	Core Part	1 free replacement within 24 months	Laser Module. This is an additional commercial commitment during the statutory guarantee period.
	Other Items	No Warranty	Quick Start Guide, Safety Instructions, gloves, apron, protective lenses, nozzles, gas adapters, welding gun and internal components of the welding gun, etc.

4.0 Important Notice

This policy is subject to the laws of your region and may not fully apply to all customers.

Xlaserlab reserves the right to interpret this policy, but no interpretation shall limit your legal rights.

For your particular situation, please always consult our customer service team.

Xlaserlab reserves the right to modify or adjust this policy in accordance with laws and regulations. Updates will be notified to you via the official website and by email and will take effect 30 days after the notification is sent.