Refund policy
GENERAL RETURN POLICY
Conditions
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:
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.
Note: Refurbished products can only exchanged for refurbished products, not new products
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:
All products, packaging, and materials must be in original condition to qualify for a return or replacement.
Machines must have fewer than 50 laser uses to be eligible for a return.
Separately purchased materials and filters are not eligible for returns.
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: Open-box items may require extra inspection, cleaning, or minor repairs to ensure they meet our quality standards. To help cover these additional steps, a slightly higher service fee is applied. We appreciate your understanding.
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.
D. Digital Product
License Key and Gift Cards: All digital products are non-refundable and non-returnable due to the inability to verify post-purchase distribution or gifting activities.
Please Note: The LightBurn License Key is a third-party product. We only retain issuance records of license keys for 90 days. While we typically keep users’ purchase records beyond that period, we reserve the right to delete purchase data after 90 days. Therefore, we strongly recommend that you securely save your License Key immediately upon receipt.