Refund Policy

Return / Refund / Exchange Policy

We are committed to ensuring that our customers are satisfied with their purchases. However, we understand that returns, refunds, and exchanges may sometimes be necessary. This policy outlines the conditions under which returns are accepted, restocking fees are applied, and exchanges are processed.

Product Quality and Return Policy

We take pride in delivering high-quality laser engraving products. If your product is found to be severely damaged and unrepairable upon unboxing or uncrating, we will exchange it for the same model at no cost to you. To ensure a smooth resolution, all issues related to damage or defects must be documented and reported to us immediately upon discovery.

Please note, we cannot accept responsibility for any claims made after 30 days from the date of delivery. If your product arrives damaged or defective, kindly complete our online form and contact our customer service team at cs@1laser.com.

For returns not related to damage or defects, a 25% restocking fee will be applied. The original shipping cost and return shipping expenses are non-refundable. We encourage you to thoroughly inspect your machine upon receipt and report any concerns immediately during the unboxing or uncrating process.

Learn more: OneLaser Shipping Policy

Important Considerations

  • Manufacturer Defects or Unrepairable Damage: Items that negatively affect performance upon delivery are eligible for return under this policy within 30 days of receipt. Defects or damages discovered after delivery are subject to our warranty policy.
  • Inspection and Restocking Fee Adjustment: Estimated restocking fees are provided at the time of return initiation. However, these fees may be adjusted following a detailed inspection of the returned item to assess its condition.
  • Non-Returnable Items: Items that have sustained customer-caused damage, modifications, or aftermarket alterations that impair performance are not eligible for return or refund.
  • Return Shipping: All return shipping costs for refunds or exchanges will be the responsibility of the customer. We will arrange the return label and coordinate the Bill of Lading (BOL) for logistics pick-up. The shipping cost will be deducted from your refund based on the price quote provided under our shipping account.

File Claim

Claim must be filed

  1. Contact Us:
    • Email us at cs@1laser.com to acquire a
    • Provide your name, order number, and a detailed description of the issue.
    • Include clear photographs or videos illustrating the problem or defect.
    • Our team will assist you with the exchange process and provide instructions for returning the item.
  2. Return the Item:
    • Ship the defective or damaged item back to us using the provided label or BOL. Ensure that the item is securely packaged to prevent further damage during transit.
  3. Receive Your Exchange:
    • Once the unit is on the way back to us, we will rearrange another shipment out to you.

    Return Process

    1. Initiate Return:
      • Email us at cs@1laser.com.
      • Provide your name, order number, and the reason you want to return the unit.
      • Include clear photographs or videos of your unit inside and outside.
      • Our team will provide you with a shipping label or Bill of Landing (BOL) and arrange the return shipment.
    2. Return Item:
      • Ship the item back using the provided label. Ensure that the item is securely packaged to prevent any damage during transit.
    3. Inspection:
      • Once we receive the returned item, we will inspect it to confirm its condition and apply the appropriate restocking fee and less shipping.
    4. Refund:
      • If the return is approved, we will issue a refund to your original payment method, minus any applicable restocking fees/shipping fees. Refunds will be credited to the account within 7 working days.

    Additional Return & Refund Information

    • Order Cancellation: Order cancellations are free of charge if requested within 48 hours of order confirmation. However, cancellations made after 48 hours will incur a 25% cancellation or restocking fee. Additionally, if a tracking number has already been issued by the courier, the order will be subject to both the restocking fee and applicable shipping charges.
    • Price Adjustment Policy: If the price of a OneLaser product drops within 48 hours of your purchase, you can request a refund for the difference (proof of purchase required). Exclusions: Black Friday, Christmas, or other special Federal Holiday promotions, Clearance, and open-box items. We reserve the right to make the final decision based on your request. If eligible, we will process a credit note or refund the difference to your credit card. At OneLaser, we strive to provide the best laser technology at competitive prices, and our Price Adjustment Policy is just one way we demonstrate our commitment to customer satisfaction.
    • Return Shipping Costs: We are not responsible for the cost of any return shipping materials or additional expenses. Please keep your crates and package material to avoid additional
    • Third-Party Products: Products sold from other brands, are subject to their own return, refund, and warranty policies.
    • Final Sale Items: Software and other related services purchases are final and non-refundable.
    • Leased or Financed Equipment: Returns and refunds cannot be issued for leased or financed equipment due to leasing company terms. However, we can assist and facilitate an exchange with the leasing/finance company if the customer agrees to cover all related cost with the leasing company among with restocking & shipping fees.

      FAQs

      What Happens After I Ship the Return?

      Once we receive your returned item, we will inspect it and notify you of the return status. If your return is authorized, we will initiate a refund to your original payment method. The credit will be processed according to your payment provider’s policies.

      What If I Haven’t Received My Refund Yet?

      Refunds may take some time to process. After we receive and inspect the returned product, we will initiate the refund process. If you have not received your refund within two weeks of our receipt of the returned item, please contact our customer support team for assistance.

      Can I Exchange My Purchase?

      We only exchange items if they are defective or severely damaged upon delivery. If you need to exchange for the same product, please reach out to us by log into your account and fill out all require field to submit a ticket to our specialist.

      Contact Us

      If you have any questions regarding how to return your item or need further assistance, please contact our Customer Service team cs@1laser.com