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This policy applies to all AtomStack laser engravers, accessories, and consumables purchased through our authorized sales channels (https://atomstack.com/). Rest assured, we strive to make this process as smooth as possible and will always follow the laws and regulations in your region, ensuring a fair and transparent approach.
1) Coverage for Main Equipment, Accessories, and Consumables :
Core Components: Z-axis, laser, motherboard, connecting cables, commonly replaced parts.Frame Components: upper support beam, lower support beam, left profile, right profile, adapter, limit switch, motor.
Includes rotary roller, working panel, protective enclosure, air purifier, extension kit, air assist set, camera, high pedestal, etc.
Note: Included accessories, such as the user manual, materials, screwdriver, toolkit, consumable clips, etc., are not covered under the warranty.
Window lens, air assist pump, purifier filter, etc.
2) Service Fee :
A standard service fee applies to all after-sales support, including returns, exchanges, and repairs, to help cover handling and processing. This ensures that every request receives the attention and care it deserves, whether or not a quality issue is involved.
3) Local Law :
A standard service fee applies to all after-sales support, including returns, exchanges, and repairs, to help cover handling and processing. This ensures that every request receives the attention and care it deserves, whether or not a quality issue is involved.
· If your order has not been delivered, please contact our customer support directly at support@atomstack.com. Avoid initiating a chargeback with your bank, as this may incur a handling fee and delay the refund process.
The fee ranges from 2.5% to 6% for the United States, and 3.5% to 6% for Europe and other countries, depending on the payment channel used. Please note that these fees are imposed by the payment processor at the time of the order and are not received by us.
· If the order has already been delivered, returns must be initiated within 30 days from the delivery date. Please provide the original receipt and note that a service fee will apply for processing the refund.
Note: The service fee is calculated as a percentage of the total order price, including tax and shipping costs.
Please ensure the following conditions are met for a refund:
Once we receive your product, our team will inspect it. If it meets the conditions, we will process your refund to the original payment method within 2-7 business days.
Exchanges must be requested within 30 calendar days of delivery. (The timing here is a general guideline; please see the details below for specific timelines and fees based on each situation.)
To be eligible for an exchange, please ensure the following conditions are met:
If you choose an item of higher value, you will need to pay the price difference. If the new item is of lower value, we will refund the difference. You are allowed up to two exchanges, provided all conditions are met.
Note: Refurbished products cannot be returned or exchanged.
This section outlines the timeframes and associated service fees for returns, exchanges, and repairs based on product categories (machines, accessories, and consumables), product condition (opened, unopened, used, unused), and the presence or absence of quality issues (defects).
* Note:
1)about calendar day:
Take 30 calendar days as an example, and so on.
30 calendar days—the return period starts at 12:00 a.m. the day after you receive your product and ends at 11:59 p.m. on the 30th day. For example, if you receive your product on March 1, the return window begins on March 2 at 12:00 a.m. and closes on March 31 at 11:59 p.m.
2)This is a general after-sales guideline, and each case will be handled on an individual, case-by-case basis according to the specific details of the order.
1) Unopened Items
A. Machines
Condition | Timeframe | Action | Fees |
---|---|---|---|
Unopened | 15 calendar days | Return | Customers are responsible for the return shipping fee and a 10% service charge for all returns. ※ Excludes returns due to our errors, such as wrong or defective items. |
B. Optional Accessories
Condition | Timeframe | Action | Fees |
---|---|---|---|
Unopened | 7 calendar days | Return | Customers are responsible for covering the return shipping fee and a 15% service fee. ※ Excludes returns due to our errors, such as wrong or defective items. |
C. Consumables
If you need to return consumable parts due to non-quality issues, please reach out to us within 7 days of receiving your order. Be sure to include all original packaging items and ensure the product remains in its original condition, with appearance and functionality intact. Kindly note that return shipping and any related fees will be your responsibility.
2) Opened Items
Note:
A. Machines
warranty scope: main parts, warranty period: 12 months.
Condition | Timeframe | Action (No Quality Issues) | Action (With Quality Issues) |
---|---|---|---|
Opened, Unused | 7 calendar days | Return or exchange with a 15% service fee and return shipping cost covered by the customer. | For items under warranty, you have several options: you can return the item, receive a full replacement, or, if preferred, we can send replacement parts for quick and easy self-installation. ※ We cover the shipping costs for sending repaired or replacement items back to you. |
Opened, used | Within 15 calendar days | Return or exchange with a 30% service fee and return shipping cost covered by the customer. | For items under warranty, you have several options: you can return the item, receive a full replacement, or, if preferred, we can send replacement parts for quick and easy self-installation. ※ We cover the shipping costs for sending repaired or replacement items back to you. |
Opened, Used | Within 30 calendar days | Exchange with a 30% service fee and return shipping cost covered by the customer. | For items under warranty, you have several options: you can receive a full replacement, or, if preferred, we can send replacement parts for quick and easy self-installation. ※ We cover the shipping costs for sending replacement items back to you. |
Opened, Used | After 30 days and up to 1 year | Not eligible for return or replacement. However, we’re happy to provide support or services if needed, in line with our warranty terms. | For items under warranty, you have several options: you can receive a full replacement, or, if preferred, we can send replacement parts for quick and easy self-installation.
※ We cover the shipping costs for sending replacement items back to you. |
※ Note: Used items have a higher service fee because they require extra inspection, cleaning, and processing to ensure quality standards.
B. Optional Accessories
warranty period: 12 months.
Condition | Timeframe | Action (No Quality Issues) | Action (With Quality Issues) |
---|---|---|---|
Opened, Unused/Used | Within 15 calendar days | Return with a 20% service fee and return shipping cost covered by the customer. | For items under warranty, you have several options: you can return the item, receive a full replacement, or, if preferred, we can send replacement parts for quick and easy self-installation. ※ We cover the shipping costs for sending repaired or replacement items back to you. |
Opened, Used | Within 30 calendar days | Exchange are available with a 30% service fee and return shipping cost covered by the customer. | For items under warranty, you have several options: you can receive a full replacement, or, if preferred, we can send replacement parts for quick and easy self-installation. ※ We cover the shipping costs for sending repaired or replacement items back to you. |
Opened, Used | After 30 days and up to 1 year | Not eligible for return or replacement. However, we’re happy to provide support or services if needed, in line with our warranty terms. | For items under warranty, we can send replacement parts for quick and easy self-installation.
※ We cover the shipping costs for sending replacement items back to you. |
※ Note: Used items have a higher service fee because they require extra inspection, cleaning, and processing to ensure quality standards.
C. Consumables
· Quality Issues: If any quality issues (e.g., damage or malfunction) are identified upon receiving a consumable part, please contact customer support within 7 days with photos and relevant proof. After verification, a replacement will be arranged.
· Wear and Tear: Regular wear and tear during use (such as laser lens degradation or filter blockage) is not covered under warranty. We recommend replacing these parts periodically to ensure optimal equipment performance.
Product model | Warranty scope | Warranty period | Instructions |
---|---|---|---|
AtomStack Hurricane | Main parts | 12 months | Main components: X-axis guide rail, Y-axis guide rail, connection cables, water tank, drawer, motor, laser power supply, camera, mainboard switch power supply, and mainboard. ※The main parts of the product except the non-warranty parts below. |
Wearing parts | 6 months | CO2 laser tube | |
Wearing parts | 3 months | Focusing lens, reflective mirror, sensor, fan, air pump, water pump, LED light strip, LED bar, limit switch, flame detection board. | |
Included Accessories | No Warranty (Free replacement if damaged upon receipt) | User manual, tool kit, USB data cable, air tube, brush, funnel, power cable, fixed focus plate, exhaust hose, USB drive, dot card, kraft paper. |
Warranty for AtomStack Hurricane CO2 Laser Tube:
1.If any signs of damage to the laser tube are found during the initial unpacking inspection, AtomStack will provide warranty service for the laser tube.
2.If the laser tube fails to operate properly within the warranty period (such as failing to produce lasers) and no visible defects are observed, AtomStack will provide warranty service.
3.However, if any visible damage to the laser tube occurs within the warranty period (including, but not limited to, breakage from improper handling or cracks caused by freezing temperatures), AtomStack cannot provide warranty service.