Warranty Policy

LIMITED WARRANTY POLICY AND CONDITIONS

We guarantee that during the specified warranty period outlined below, products purchased directly from our official website will be free from defects in materials and workmanship under normal use and service. No other warranty, express or implied, is provided for products purchased. Our responsibility for defective products is strictly limited to repair or replacement, as detailed in this Limited Warranty. This warranty does not apply to products purchased from third-party websites such as Amazon or eBay.

NEW LASER MACHINES

The limited warranty applies to all new laser machines purchased from our official website, effective from the date of order fulfillment, as follows:

  • 3-Year Warranty on machine mechanical parts.
  • 2-Year Warranty on machine electrical components.
  • 1-Year Warranty on machine optical & power sources related parts.

Mechanical Parts

  • Linier System: X & Y Axis Gantry Rail / Guide Rail, Z-Axis Shaft, Axis Motor, Timing Belt.
  • Hardware: Door Hinges, Door Shocks, Exhaust Fan, Cooling Fan, Reflective Mirror Mount

      (Exclude Mirror 3, Laser Head).

Electrical Components

  • Sensors: Door Protection, Water, Thermal Stats (Fume Guard).
  • Computing: Motherboard, Control Panel, Camera, Connector Port & Cable, Wifi Receiver
  • Power: Power Switch, E-Stop, Fuse Breaker, Low Voltage Power Supply.
  • Lighting: LED Light and any other component illustrate luminant.

Optical & Optical Power Source

  • Optical: Laser Head (Mirror 3), Reflective Mirror, Focal Lens,
  • Optical Power Source: Glass CO2 Tube, RF Block, Laser Power Source

WARRANTY EXCLUSIONS

This warranty does NOT cover the following components and in circumstances unless is damaged upon receiving. All parts that are excluded from the list below can still put in request for purchase through sales@1laser.com:

Excluded Machine Parts

  • Protective Cover
  • All Access Doors
  • Honeycomb Bed
  • Debris Collection Tray
  • Base of the Machine/Leg Stand

Excluded Conditions

  • Misuse or Abuse: Damage resulting from improper use, neglect, accidents, or failure to follow operating instructions.
  • Improper Setup and Installation:
    • Failure to follow the setup requirements guideline as specified in the user manual.
    • Incorrect installation or assembly of the machine or its components.
    • Use of inappropriate or non-recommended accessories and equipment.
  • Unauthorized Modifications or Alterations:
    • Any changes or modifications made to the machine without prior authorization from our technical support team.
    • Installation of unapproved parts or components.
    • Any third-party modifications or attachments damage our mainboard or electrical system will void the warranty for the 2-year electrical components. 
  • Fire and Electrical Damage:
    • Any damage caused by fire or electrical issues resulting from misuse, improper setup, or failure to adhere to safety guidelines.
  • Environmental Factors:
    • Damage caused by natural disasters such as fire, flood, lightning, or exposure to unsuitable environmental conditions.
  • Third-Party Products:
    • Any third-party products or accessories not supplied or approved by us.
    • Warranties for third-party products or accessories purchased through us are subject to the respective manufacturer’s warranty policies.
  • Software and Data Issues:
    • Problems related to third-party software, viruses, or loss of data.

Note: If you are unsure about the proper setup, installation, or operation of your machine, please contact our technical support team for assistance to ensure compliance with all requirements and to maintain your warranty coverage.

OBTAINING WARRANTY SERVICE

To request warranty service, please follow these steps:

  1. Contact Technical Support:
    • Log into your online account and submit a ticket to our support team.
    • Provide your name, order number, and a detailed description of the issue.
    • Include clear photographs or videos illustrating the problem or defect.
    • Any other required field needed on the form.
  2. Assessment and Assistance:
    • Our technical support team will assess your claim and may provide troubleshooting assistance to resolve the issue.
  3. Repair or Replacement:
    • If the product is deemed defective under warranty terms, we will, at our discretion, send of replace defective part free of charge.
    • Replacement parts will be shipped using ground shipping services within the 48 contiguous United States. Expedited or international shipping costs, including to Alaska and Hawaii, are the responsibility of the customer.

Important: Do not attempt to repair or modify the machine yourself, as this may void the warranty. Always consult our technical support team for guidance and assistance.

WARRANTY TERMS AND CONDITIONS

  • Non-Extension of Warranty: Repairs or replacements under this warranty do not extend the original warranty period.
  • Exclusions of Returns and Exchanges: This warranty does not cover returns, refunds, or exchanges. Please refer to our separate return and refund policy for these matters.
  • Customer Responsibility: Customers are responsible for regular maintenance as outlined in the user manual, including:
    • Using appropriate water-cooling systems with clean distilled water or laser coolant.
    • Regularly cleaning optical mirrors, lenses, and guide rails using recommended materials.
    • Keeping the machine free from debris and operating it in a suitable environment.
  • Limitation of Liability: Our liability under this warranty is limited to the actual purchase price of the defective product. We are not liable for any indirect, incidental, or consequential damages, including but not limited to loss of business, revenue, or data.
  • No Implied Warranties: All implied warranties, including warranties of merchantability and fitness for a particular purpose, are expressly disclaimed.
  • Changes to Warranty: We reserve the right to modify or discontinue this warranty at any time without prior notice. Any such changes will not affect warranty claims for products purchased prior to the modification.

EXCHANGES

We will replace items only if they are defective or severely damaged upon arrival. To request an exchange for the same product:

  1. Contact Us:
    • Submit your inquiry with your online account with order details and description of the issue.
  2. Return the Item:
    • Ship the defective item to our designated address as instructed by our support team.
  3. Conditions for Exchanges:
    • Products must be returned in their original packaging.
    • Exchanges due to post-purchase price reductions or promotions will incur restocking fees and all associated shipping costs are the responsibility of the customer.

POST-WARRANTY SUPPORT

After the warranty period has expired:

  • Repair and Replacement Services:
    • We offer repair and replacement services for out-of-warranty products at competitive rates.
    • Customers are responsible for all costs related to parts, labor, and shipping.
  • Technical Support:
    • Our support team remains available to assist with troubleshooting and provide guidance for maintaining and servicing your machine.
  • Obtaining Quotes:
    • Contact us for quotes on repairs, replacement parts, or technical services.
    • Customers are responsible for all costs related to parts, labor, and shipping.

Customer Satisfaction is Our Priority

We are committed to providing high-quality products and exceptional customer service. If you have any questions or need assistance, please do not hesitate to contact our customer support team at cs@1laser.com. We are here to help ensure that you have a positive experience with our products.