Return and refund policy

We strive to ensure your satisfaction with your laser engraver purchase. If you are not completely satisfied, you may return the product for a repair, replacement, or refund, subject to the following terms:

Eligibility and Conditions

All laser engravers are eligible for return under these conditions:

  • Defective or Malfunctioning Items: If your laser engraver is defective, malfunctioning, or incorrect upon arrival, we will cover the return shipping costs, and the return or exchange will be free of charge.
  • Change of Mind: If you decide to return your laser engraver for any reason other than a defect or malfunction, you will be responsible for the shipping costs to and from our warehouse. A 5% deduction will be applied for inspecting the product's condition and the cost of restocking when the product is not used, and 30% if the product has been took out of package and used.

Buyer-Responsible Shipping Costs

  • Returning products for reasons other than a verified defect
  • Returns made by mistake or due to buyer error
  • Items claimed to be defective but found to be functional by AtomStack quality control
  • Costs incurred from unauthorized returns (returns made outside the approved warranty process)

Not Covered Under Warranty

  • Products without valid proof of purchase
  • Lost or stolen products
  • Items beyond their warranty period
  • Non-quality-related issues reported after 30 days of purchase
  • Complimentary or free products
  • Repairs performed by third parties
  • Damage caused by external sources
  • Damage resulting from misuse of the product (including, but not limited to: drops, exposure to extreme temperatures, water damage, improper operation)
  • Purchases made from unauthorized resellers

Refund Policy

· 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 note that exchanges are not permitted after delivery.

Please ensure the following conditions are met for a refund:

  • The product must be returned in its original packaging.
  • The product must include the receipt or proof of purchase.

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.

Exchange Policy

Products can be exchanged for a different item within the same product line (e.g., laser engraver or accessory), subject to availability. Exchanges must be requested within 30 days of delivery. Requests made after this period will not be processed.

To be eligible for an exchange, please ensure the following conditions are met:

  • The product must be returned in its original packaging.
  • The product must include the receipt or proof of purchase.
  • The product must be shipped back for inspection before a replacement is processed.

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.

How To Initiate a Return

  • Contact Customer Support: Email us at support@atomstack.com to request a refund. Include your order number and a brief description of the reason for the refund.
  • Return the Product: Follow the instructions provided by our customer support to return the product. Ensure it is returned in its original packaging and with the receipt or proof of purchase.
  • Processing the Refund: Once we receive and inspect the returned product, we will process your refund. The refund will be issued to the original payment method within 2-7 business days.