Unlock Membership Benefits
  • Spend $1, Earn 1 Point
  • 10% OFF on accessories
  • $10 OFF on materials
Unlock Membership Benefits
  • Spend $1, Earn 1 Point
  • 10% OFF on accessories
  • $10 OFF on materials

Refund policy

We hope you're delighted with your order. We understand that sometimes you would like a refund. As long as an item fits the requirements in this policy, we accept the return and give a refund in US dollars.

 

1. How to Return

Depending on the order status, the return process varies. Please follow the instructions below to return the order.

Order Placed
Order Delivered
  • Please send an email to vicky@info.xtool.com
  • At this point, we will try to cancel your order and give you a refund.
  • Please don't open a chargeback, otherwise, the bank will charge you a handling fee. This will also prolong the refund process.
  • Please send an email to support@info.xtool.com. We will help you with your return process as soon as possible. 
  • The product must fit the Conditions of Return below. You will need to pay a service fee and the shipping cost.

 

2. Conditions of Return

If the order is already delivered, a return must be made within 30 days from the date of delivery. You will need to provide the original receipt and pay a service fee for the refund.


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.


3. How Long Does it Take

  • In order to process your return in a timely manner, please include the packing slip, the order number, and the customer's name in the package.
  • If you return the order on your own, please contact customer support and provide the tracking number so we can track the shipping progress.
  • After we receive the returned product, it usually takes 3-5 business days for us to process the refund.
  • We will examine the condition of the product and, once approved, send you a confirmation email. The bank will then handle the rest of the refund process.
  • If you don't receive the refund for a long time after the confirmation email, please check with your bank.


4. 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.

 

5. Got Questions?

Write us an email anytime via vicky@info.xtool.com