Return & Replacement Policy
We hope you're delighted with your order. We understand that sometimes you would like a refund or a replacement. As long as an item fits the requirements in this policy, we will offer the service for you.
Depending on the order status, you can contact us through the method below.
| Order Placed | Order Delivered |
|---|---|
| ⦿ Please send an email to support@xtool.com. | ⦿ Please send an email to support@xtool.com. We will help you with your return or replacement process as soon as possible. |
| ⦿ At this point, we will try to cancel your order and give you a refund. | ⦿ The product must fit the Conditions of Return and Replacement below. You may need to pay a service fee and the shipping cost. |
| ⦿ Please DO NOT open a chargeback, otherwise, the bank will charge you a handling fee. This will also prolong the refund process. |
▸What return policy covers
⦿ The products are purchased from xTool Official Online Store
- Within 30 calendar days starting from 00:00 on the day after receiving a product if the product has no manufacturing defect
- Within 30 calendar days starting from 00:00 on the day after receiving a product if the product has a manufacturing defect
▸What will cost
We hope you're delighted with your order. We understand that sometimes you would like a refund or a replacement. As long as an item fits the requirements in this policy, we will offer the service for you.Depending on the order status, you can contact us through the method below.
| Package Status | Product Category | Service fee* |
|---|---|---|
| Unopened | Machine | 10% |
| Unopened | Accessory | 15% |
| Opened, Unused | Machine | 15% |
| Opened, Unused | Accessory | 20% |
| Opened, Used | Machine | 30% |
| Opened, Used | Accessory | 20% |
- All products, packages, and materials must be intact.
- If it's a machine, it must have lasered less than 50 times.
- Materials and filters purchased separately can't be returned.
*Note:
- The percentage of the service fee will be calculated on the total price of the order, including tax and shipping costs. Exchanging a product after delivery is not allowed.
- All products, packages, and materials must be intact. Please keep the original packing box in case you need to send back the products, or it might impact on the progress of return.
- We will issue a refund within a maximum of 14 days from the day on which we have received the goods back and confirm it with an automated email. You can see the refund in your bank account or credit card statement after the refund is issued. In certain circumstances, refund timeframes may be longer. For more information about our refund policies and how long it will take for you to receive your refund, please contact our customer services.
- Please note that if you want to cancel the order or return the product without any product manufacturing defect, you will pay for the shipping fee.
▸What replacement policy covers
⦿ The products are purchased from xTool Official Online Store
- Within 90 calendar days starting from 00:00 on the day after receiving a product if the product has suffered substantial damage in transit.
- Within 90 calendar days starting from 00:00 on the day after receiving a product if the product does not match the original description.
- Within 90 calendar days starting from 00:00 on the day after receiving a product if the product has a manufacturing defect.
▸What will cost
In other non-statutory conditions, subject to xTool approval and to the extent complies with local laws, xTool may charge you additional fees as follows.
| Period | Service fee | Customer needs to cover shipping costs |
|---|---|---|
| Within(Including) 15 days | / | / |
| Between 15 to 30(Including) days | 15% | √ |
| Between 30 to 90 days | 30% | √ |
▸What will Not cover
- The product has been received for more than 30 days, the product cannot be returned.
- The product has been received for more than 90 days, the product cannot be replaced without meeting the statutory conditions such as manufacturing defect.
- The product was purchased from non-xTool channels.
- The product returned to xTool does not include all original accessories, attachments or packaging, or items that were damaged due to improper use.
- The product is found to be free of defects after all appropriate tests.
- Failure or damage is caused by improper use, maintenance, or storage, such as:
⦿ improper handling;
⦿ Use the product for illegal purposes；
⦿ improper plugging or unplugging of external devices;
⦿ dropsor improper external crash;
⦿ exposure to improper temperatures, solvents, acids, alkalis, water intrusion, etc;
⦿ infestation of insects and rodents or intrusion of foreign objects resulting in the breakage, dust, damage of the product or parts (such as housing, components, wiring, etc.), etc. - Failure or damage is caused by any installation, repair, alteration, addition or disassembly by agencies or personnel who are not authorized by xTool.
- Modification, alteration or removal of the original identification information of the product or components.
- Damage is caused by uncontrollable external events (fire, flood, strong wind or thunderstorm).
- The product received fails to be sent back to xTool within seven (7) calendar days after xTool confirms the replacement request.
▸Disclaimers
- Only approved returns requests are accepted.
- xTool, at its sole discretion, reserves the right to refuse returns of any merchandise that does not meet the return requirements as outlined in the refund and return policy.
- xTool will only accept returns to the address provided to you in your return confirmation email.
- xTool will not accept any drop-off returns. All returns must be mailed.
- Each item must be returned in the same condition as you communicated to us. Items purchased must be returned by following the instructions indicated by us. In most cases, we’ll provide you with a pre-paid return label. Each label is linked to a specific return. To make sure that you receive a timely and correct refund, please include only the items listed on your return label in the corresponding box.
- Where applicable, a return shipping fee plus tax (if any) will be deducted from your refund. Please note that returns that contain multiple items, or large items, may cost more. We offer various returns methods which will differ depending on the items you’re returning. We’ll always display the most accurate return costs and methods available for your items.
- We reserve the right to refuse returns or to charge you fees and expenses if the product isn't received in the condition you communicated with us.
- When returning a product for any reason, you must do so in the exact conditions you received it from us. In this respect you must entirely delete, remove and eliminate all personal data pertaining to you and/or any third party which may be possibly present in the same item, and must de-latch any account possibly latched to the same item. You will be fully responsible for any data breach that may occur if you fail to do so. You must remove from the returned product and from the box containing the returned product any item not pertaining to the returned product as originally received from us. We will not be responsible for any such items erroneously left by you within the returned product or within the box containing the returned product. You agree and accept that the returned product will become our property, and that we are therefore entitled to sell it to third parties at our full discretion.
- Gift Cards are non-returnable items. However, unused gift cards may be eligible for a refund by using customer service.
！NOTE:
This after-sales policy may vary according to local laws and regulations, and xTool reserves the right to interpret and modify this warranty policy at any time at its sole discretion.