Warranty policy

Warranty

AFTER-SALES SERVICE POLICIES

This warranty does not affect your legal rights in accordance with the laws and provisions of your country or region. The terms specified in this warranty should be executed to the extent permitted by the laws of your country or region. When the warranty period of this policy is not sufficient to cover the scope of the law in your country or region, your local policy regulations shall prevail.

 

I. Limited Warranty

How to obtain limited warranty service if the product does not work properly during the warranty period? Email us via support@axistarlaser.com for after-sales service. Your email should contain a valid purchase order number or any other proof of purchase.

Axistar Laser will try to analyze and solve your problem through remote assistance like email and online video chat. If the problem cannot be solved through remote communication, you may need to send the product to Axistar Laser's local repair center, or contact a local technician for doorstep repair service. If the problem occurs within the warranty period, Axistar Laser will repair or replace the product and provide after-sales service for free.

 

This warranty does not apply to

  • products or parts whose warranty expired;
  • products purchased through channels that are not authorized by Axistar Laser, or products resold by other buyers;
  • normal discoloration, wear and tear, and consumption that occur during the use of the product;
  • failure or damage is caused by incorrect or improper use, maintenance, or storage, including improper handling, use of the product not for the reasonable intended purpose, improper plugging or unplugging of external devices, drops or improper external crash; contact with or exposure to improper temperatures, solvents, acids, alkalis, water intrusion, etc., an infestation of insects or rodents or intrusion of foreign objects resulting in the breakage, dust, damage of the product or parts (such as housing, components, wiring, etc.);
  • failure or damage caused by installation, repair, alteration, addition, or removal by any agency or personnel not authorized by Axistar Laser;
  • damage caused by unauthorized modification, disassembly, or removal of the casing, or damage due to failure to follow the official manual or instructions;
  • products or parts whose original identification information has been modified, altered, or removed;
  • products or parts of which you cannot provide a valid receipt or any other documents that can prove the warranty status;
  • failure or damage caused by using of software that is illegally authorized, non-standard or not publicly available;
  • damage caused by reliability or compatibility issues due to the use of unauthorized third-party parts;
  • failure or damage caused by virus infection, hacker attacks, or other malicious infringements;
  • failure or damage caused by force majeure or accidents;
  • damage that occurs during its transit back for repair;
  • other failure or damage not caused by the quality of the product;
  • products that can operate uninterruptedly or without errors.

Axistar Laser does not assume responsibility for the issues above. If you run into the issues above, contact relevant parties for solutions.

 

II. Replacement

  • Within 7 calendar days of receiving the product, if the product has sustained significant damage during transit, provided you can supply proof of damage issued by the carrier, you may request a replacement. Axistar Laser will cover the shipping fees for both returning the product and sending the replacement.
  • Exceeding 7 calendar days and within 30 calendar days of receipt of the product, if the product is malfunctioning or defective, you may request a paid replacement. You will be responsible for the return shipping cost and a 15% restocking fee, while Axistar Laser will cover the shipping fee for sending the replacement product.
  • Exceeding 30 calendar days and within 60 calendar days of receipt of the product, if you find any issues with the product, you may request a paid replacement. You will be responsible for the return shipping cost and a 30% restocking fee, while Axistar Laser will cover the shipping fee for sending the replacement product.
  • Exceeding 60 calendar days of receipt of the product, the product is no longer eligible for replacement but may qualify for repair services.

Please be aware that there may be additional customs fees depending on the policies of different countries. Extra charges such as customs clearance fees, local shipping charges, or administrative fees will be borne by you.

 

You cannot request a replacement service if

  • the product is out of warranty;
  • the product was purchased from non-official channels;
  • the product returned to Axistar Laser 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;
  • you fail to provide valid proof of purchase, order number, or other legal proof;
  • failure or damage is caused by incorrect or improper use, maintenance, or storage, such as improper handling; use of the product not for the reasonable intended purpose; improper plugging or unplugging of external devices; drops or improper external crash; contact with or 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.);
  • failure or damage is caused by any installation, repair, alteration, addition, or disassembly by agencies or personnel who are not authorized by Axistar Laser;
  • 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 replacement product functions well after some tests upon the receipt of the replacement product sent from Axistar Laser.
  • the product received fails to be sent back to Axistar Laser within seven (7) calendar days after Axistar Laser confirms the replacement request.

 

III. Warranty scope and period

Warranty scope Warranty period Instructions
Laser Engraving Machine The main components 12 months PCB (including main board*, knob control board and interface board), Motor, laser module (including lens**).

*If the main board is damaged, the whole machine will be replaced.
**If the laser module (including lens) is damaged, the whole machine will be replaced.
Laser Engraving Machine Consumable parts 3 months Fan, cover shield.
Laser Engraving Machine Accessories 3 months Power adapter, power cord, USB cable.

Note:

The "warranty period" above starts from the date of receipt of the product, with the invoice date as a reference. Therefore, please keep your invoice as proof of purchase. If there is no valid invoice, the warranty period will start from the date when the product leaves the factory.

Warranty for laser head:
Laser power declines at different rates depending on various factors, such as frequency of usage, working hours, working environment, etc.

Warranty for laser tube:
(1) If any sign of the laser tube being broken is noted during the first unpacking inspection, Axistar Laser promises to provide after-sales warranty service for the laser tube;
(2) Within the warranty period, if the laser tube fails to function properly (fails to produce lasers, etc.) with no obvious defect noted though, Axistar Laser promises to provide after-sales warranty services for the laser tube;
(3) Within the warranty period, if any outward rupture of the laser tube occurs (including but not limited to the rupture caused by improper handling process or crack caused by freezing temperature), Axistar Laser does not provide after-sales warranty service for the laser tube.

 

IV. Special Notes

  • Product packaging, complimentary items, consumables, and accessories are not covered by the warranty, but if problems occur when the product is under use for the first time after it's purchased, the product can be replaced without charge. Axistar Laser will charge some fees to cover the costs if there's a need to add packaging, accessories, or need for refurbishment.
  • About warranty issues related to a product which is purchased in China but already brought abroad: Our company will bear the cost covering the shipment of sending back the product to the customer after it's well repaired, but the customer needs to bear the cost related to the shipment of sending the product for repair and the international shipping cost when the repaired product is sent back to the customer.
  • Axistar Laser will not be responsible for any other promises made by agents that are not guaranteed by Axistar Laser.
  • For products that will be discontinued or have been discontinued, relevant departments of our company will issue an announcement and send a contact letter to the agents to inform the final maintenance date of the product after which the warranty service will be terminated.
  • For products sold with separate agreements on after-sales service terms, the contract confirmed by Axistar Laser shall prevail.
  • If you submit a valid claim under this Limited Warranty, Axistar Laser at its sole discretion will (1) provide you with detailed instructions and new or refurbished parts to repair the product; or (2) authorize your return of the product for (i) repair with new or refurbished parts, (ii) replacement with a new or refurbished product that is equivalent to the product to be replaced, or (iii) a refund of the purchase price.

 

V. Scope of responsibility

  • During the provision of after-sales service, Axistar Laser will cover the loss of product only when it assumes the responsibility for transit and repair.
  • UNLESS OTHERWISE REQUIRED BY LAW, IN NO EVENT AXISTAR LASER SHALL BE LIABLE FOR PERSONAL INJURY, OR ANY INCIDENTAL, SPECIAL, INDIRECT, OR CONSEQUENTIAL DAMAGES WHATSOEVER, INCLUDING, WITHOUT LIMITATION, DAMAGES FOR LOSS OF PROFITS, LOSS OF DATA, BUSINESS INTERRUPTION, OR ANY OTHER COMMERCIAL DAMAGES OR LOSSES, ARISING OUT OF OR RELATED TO YOUR USE OR INABILITY TO USE AXISTAR LASER'S PRODUCTS, HOWEVER, CAUSED, REGARDLESS OF THE THEORY OF LIABILITY (CONTRACT, TORT OR OTHERWISE) AND EVEN IF Axistar Laser HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

 

VI. Relationship of Consumer Law to this Policy

This warranty gives you specific legal rights, and you may have other rights that vary from state to state (or from country to country or province to province). Except as permitted by law, Axistar Laser does not exclude, limit, or suspend other rights you may have, including those that may arise from noncompliance with a sales contract. To fully understand your rights, you should consult the laws of your country, province, or state.

Policy Restrictions Subject to Consumer Law.

To the extent permitted by law, this warranty and the remedies created are exclusive and in lieu of all other warranties, remedies, and conditions, whether oral, written, statutory, express or implied, to the extent permitted by law. Axistar Laser disclaims all statutory and implied warranties, including, but not limited to, warranties of merchantability and fitness for a particular purpose, and warranties against hidden or delayed defects. to date, such warranties cannot be disclaimed, and Axistar Laser limits the duration and remedies of such warranties to the duration of this express warranty and, at Axistar Laser's option, to the repair or replacement services described below. Some states (countries and provinces) do not allow limitations on the duration of implied warranties (or conditions), so the above limitations may not apply to you.

 

NOTE: This after-sales policy may vary according to local laws and regulations, and Axistar Laser reserves the right to interpret and modify this warranty policy at any time at its sole discretion.