Refund&Return Policy

Normally, our return policy lasts until 30 days after receipt. This return policy will come into effect when completing your order. If your request for a refund exceeds the time on the return policy, we will not offer you any refund or exchange, except in special cases.To complete your return, we require a receipt or proof of your order. If your products are not purchased from our official website, but purchased through other channels, we will not handle the return for you according to our policy. And in this circumstance, you will need to go to your buyer for after-sales service.Please do not return your purchase to the manufacturer directly.

Refundable situation and related policy

▸Return policy

  • Your package hasn't been shipped:
    In this circumstance, you can email us to cancel your order by business@xtool.com.
    Through this way, you will get the total amount you paid the fastest. Please remember do not open a chargeback, because in that way your refund time will be lengthened, and a portion of the handling fee (charged by your paying bank) will be deducted from your refund.
  • Your package is on the way:
    In this circumstance, you should email us to intercept your package by business@xtool.com as soon as possible. You will receive a refund for your purchase price and pay us the costs such as interception fees and additional duties incurred. Return shipping costs are non-refundable. You will be responsible for the cost of intercepting the package.
  • Your package has been received:

    For Laserbox machines, including Startup, Pro, Rotary and D1:
    a. Unopened package(s) with its original receipt: You will receive a refund for your purchase price and pay us a 10% service fee. Return shipping costs are non-refundable. You will be responsible for any return shipping costs.

    b. Opened package(s), unused, with its original receipt, with all original materials and packaging, undamaged: You will receive a refund for your purchase price, and pay us a 15% service fee. Return shipping costs are non-refundable. You will be responsible for any return shipping cost.

    c. Opened package(s), used, unit no visible wear or damage, within 30 days of shipment with its original receipt, with all original packaging and materials except the Proofgrade Materials, undamaged: You will receive a refund for your purchase price, and pay us a 30% service fee. Return shipping costs are non-refundable. You will be responsible for any return shipping cost. 

    For Laserbox accessories, including Smart Smoke Purifier, Exhaust fan, Rotary attachment and Raiser for D1:
    a. Unopened package(s) within 30 days of shipment with its original receipt: You will receive a refund for your purchase price and pay us a 15% service fee. Return shipping costs are non-refundable. You will be responsible for any return shipping costs.

    b. Opened package(s), used or unused, within 30 days of shipment with its original receipt, with all original materials and packaging, undamaged: You will receive a refund for your purchase price, and pay us a 20% service fee. Return shipping costs are non-refundable. You will be responsible for any return shipping cost. 

If you are approved of our policy, your refund will be processed.
PS:The percentage of service fee mentioned above is based on the total price of goods, including tax and freight.

▸Return method

To return your product, please email us to get the shipping address, and we will give you a returned address.Except quality problems, you will have to pay for your own shipping costs of item returning. Return shipping costs are non-refundable. Depending on where you live, it may take different time for your ordered and exchanged product to reach you. We will also update the tracking number of your order by email so that you can get logistics information of your package.

▸Refund arrival time

After we receive the returned machine and check over, we will process the refund and send you the relevant proof by email, which usually takes 3-5 business days to process. All refunds are in US dollars. When the refund will reach your account also depends on the efficiency of your paying bank. If you haven't received your refund for a long time after we process your refund, please check with the paying bank.

Non-refundable situation

  • Only regular priced items can be refunded, all sale items cannot be refunded.
  • Exchanging products that have been received is not allowed in normal situations. 
  • Machines and accessories after 30 days of shipment or print more than 50 times are no longer eligible for return.
  • Package with visible wear or damage is unable to be returned.
  • Materials and filters purchased separately (not come with laserbox) will not able to be returned or replaced except for quality problems.

 If there are special circumstances, please email business@xtool.com for help.