refund policy

refund policy

Return policies are generally valid for 30 days after receipt. This return policy becomes effective upon completion of your order. If your refund request has passed the return policy deadline, no refund or exchange will be offered, except in exceptional cases. A receipt or proof of your order is required to process your return. If your product was not purchased from our official website but through other channels, the return will not be processed according to our policy. In this case, it is necessary to request after-sales service from the dealer. Do not return purchased items directly to the manufacturer.

Refund status and related policies

▸Refund Policy

1. Package Not Shipped: In this case, please send an email to us@xtool.com within 24 hours to cancel your order. This way you will receive the full amount you paid as soon as possible. Please do not charge back. Refunds take time and a portion of the processing fee (charged by your bank) will be deducted from your refund.
2. Your package is in transit: In this situation, you should send an email to jp@xtool.com to intercept your package as soon as possible. The purchase price will be refunded and we will pay for any interception fees, additional customs duties, etc. incurred. Return shipping costs are non-refundable. The customer is responsible for the costs of interception of the package.
3. Your package has been received:

• For machines including Startup, Pro, Rotary, M1, D1:
• Unopened Envelope and Original Receipt: You will be charged a refund of the purchase price plus a 10% service charge. Return shipping costs are non-refundable. You are responsible for return shipping costs.
• If the package is opened, unused, with the original receipt, with all materials and original packaging, and undamaged: you will receive a refund of the purchase price and will be obligated to pay a 15% service charge. Return shipping costs are non-refundable. You are responsible for return shipping costs.
• Opened packaging, used unit with no visible wear or damage, within 30 days of shipment, with original receipt, with all original packaging and materials (except proof materials). You will receive a price refund. 30% service charge applies. Return shipping costs are non-refundable. You are responsible for return shipping costs.
• For accessories such as smart smoke purifiers, exhaust fans, rotary attachments and risers for D1:
• Unopened packages within 30 days of shipment and with original receipt: You will receive a refund of the purchase price plus a 15% service charge. Return shipping costs are non-refundable. You are responsible for return shipping costs.
• Opened packaging (used or unused), within 30 days of shipment, with original receipt, complete with all original materials and packaging, undamaged: Your purchase price will be refunded and 20% of the purchase price will be refunded. A service fee will be charged. Return shipping costs are non-refundable. You are responsible for return shipping costs.
• Refunds will be issued if you accept our policy. PS: The above service charge percentage is based on the total price of the item including tax and freight.
• If the consumer is at the origin of the return, the shipping costs are the responsibility of the consumer. Specific charges will be calculated based on the selected carrier. If, for our reasons, the goods received are damaged or incorrect, the consumer is not obliged to bear the shipping costs for this reason.

▸ How to return

To return a product, please email us your shipping address. We will inform you of the return address. As long as there is no quality problem, the return shipping fee will be borne by the customer. Return shipping costs are non-refundable. Depending on where you live, it may take some time for the ordered and exchanged items to reach you. We will also update the tracking number of your order by email so that you can get the logistics information of your package.

▸ Refund arrival time

After we receive and verify the returned machine, we will process the refund and email you the corresponding proof. Processing usually takes 3-5 business days. All refunds are made in Euros or Pounds. The date the refund arrives in your account also depends on the efficiency of your paying bank. If you have not received your refund for a long time after processing it, please check with your bank.

Non-refundable situation

• In general, we are unable to exchange items that have been received.
• Machines and accessories older than 30 days from shipment or machines and accessories printed more than 50 times will not be returned.
• Packages with visible wear or damage cannot be returned.
• Separately purchased materials and filters (not included in the laser box) cannot be returned or exchanged, except for quality issues.

For special circumstances, please email us at service.jp@xtool.com.