AtomStack After-Sales Policy

This policy applies to all AtomStack laser engravers, accessories, and consumables purchased through our authorized sales channels (https://eu.atomstack.com/). Rest assured, we strive to make this process as smooth as possible and will always follow the laws and regulations in your region, ensuring a fair and transparent approach.

1, General Principles

1) Coverage for Main Equipment, Accessories, and Consumables :

Core Components:  Z-axis, laser, motherboard, connecting cables, commonly replaced parts.Frame Components: upper support beam, lower support beam, left profile, right profile, adapter, limit switch, motor.

• Optional Accessories

Includes rotary roller, working panel, protective enclosure, air purifier, extension kit, air assist set, camera, high pedestal, etc.

Note: Included accessories, such as the user manual, materials, screwdriver, toolkit, consumable clips, etc., are not covered under the warranty.

2) Service Fee :

A standard service fee applies to all after-sales support, including returns, exchanges, and repairs, to help cover handling and processing. This ensures that every request receives the attention and care it deserves, whether or not a quality issue is involved.

3) Local Law :

A standard service fee applies to all after-sales support, including returns, exchanges, and repairs, to help cover handling and processing. This ensures that every request receives the attention and care it deserves, whether or not a quality issue is involved.

2, Refund Policy

· If your order has not been delivered, please contact our customer support directly at support@atomstack.com. Avoid initiating a chargeback with your bank, as this may incur a handling fee and delay the refund process.

The fee ranges from 2.5% to 6% for the United States, and 3.5% to 6% for Europe and other countries, depending on the payment channel used. Please note that these fees are imposed by the payment processor at the time of the order and are not received by us.

· If the order has already been delivered, returns must be initiated within 30 days from the delivery date. Please provide the original receipt and note that a service fee will apply for processing the refund.

Note: The service fee is calculated as a percentage of the total order price, including tax and shipping costs. 

Please ensure the following conditions are met for a refund:

• The product must be returned in its original packaging.
• The product must include the receipt or proof of purchase.

Once we receive your product, our team will inspect it. If it meets the conditions, we will process your refund to the original payment method within 2-7 business days.

3, Exchange Policy

Exchanges must be requested within 30 calendar days of delivery. （The timing here is a general guideline; please see the details below for specific timelines and fees based on each situation.）

To be eligible for an exchange, please ensure the following conditions are met:

• The product must be returned in its original packaging.
• The product must include the receipt or proof of purchase.
• The product must be shipped back for inspection before a replacement is processed.

If you choose an item of higher value, you will need to pay the price difference. If the new item is of lower value, we will refund the difference. You are allowed up to two exchanges, provided all conditions are met.

Note: Refurbished products cannot be returned or exchanged.

4, Timeframes, Fees, and Policies for Returns, Exchanges

This section outlines the timeframes and associated service fees for returns, exchanges, and repairs based on product categories (machines, accessories, and consumables), product condition (opened, unopened, used, unused), and the presence or absence of quality issues (defects).

* Note：

1）about calendar day:

Take 30 calendar days as an example, and so on.
30 calendar days—the return period starts at 12:00 a.m. the day after you receive your product and ends at 11:59 p.m. on the 30th day. For example, if you receive your product on March 1, the return window begins on March 2 at 12:00 a.m. and closes on March 31 at 11:59 p.m.

2）This is a general after-sales guideline, and each case will be handled on an individual, case-by-case basis according to the specific details of the order.

1) Unopened Items

A. Machines

B. Optional Accessories

C. Consumables

If you need to return consumable parts due to non-quality issues, please reach out to us within 7 days of receiving your order. Be sure to include all original packaging items and ensure the product remains in its original condition, with appearance and functionality intact. Kindly note that return shipping and any related fees will be your responsibility.

2) Opened Items

Note:

• All products, packaging, and materials must be in original condition to qualify for a return or replacement.
• Machines must have fewer than 50 laser uses to be eligible for a return.
• Separately purchased materials and filters are not eligible for returns.

A. Machines

warranty scope: main parts,  warranty period: 12 months.

※ Note: Used items have a higher service fee because they require extra inspection, cleaning, and processing to ensure quality standards.

B. Optional Accessories

warranty period: 12 months.

※ Note: Used items have a higher service fee because they require extra inspection, cleaning, and processing to ensure quality standards.

C. Consumables

· Quality Issues: If any quality issues (e.g., damage or malfunction) are identified upon receiving a consumable part, please contact customer support within 7 days with photos and relevant proof. After verification, a replacement will be arranged.

· Wear and Tear: Regular wear and tear during use (such as laser lens degradation or filter blockage) is not covered under warranty. We recommend replacing these parts periodically to ensure optimal equipment performance. 

5, Warranty scope and period for AtomStack Hurricane

Please note：

Warranty for AtomStack Hurricane CO2 Laser Tube:

1.If any signs of damage to the laser tube are found during the initial unpacking inspection, AtomStack will provide warranty service for the laser tube.

2.If the laser tube fails to operate properly within the warranty period (such as failing to produce lasers) and no visible defects are observed, AtomStack will provide warranty service.

3.However, if any visible damage to the laser tube occurs within the warranty period (including, but not limited to, breakage from improper handling or cracks caused by freezing temperatures), AtomStack cannot provide warranty service.

6, Not Covered Under Warranty

• Lack of Valid Proof of Purchase: Products purchased without a valid receipt or order confirmation are not eligible for warranty coverage.
• Lost or Stolen Items: Warranty does not apply to products that have been lost or stolen.
• Out of Warranty Period: Items that exceed their specified warranty duration are not covered.
• Non-Quality-Related Issues: Issues not associated with the quality of the product, particularly those reported more than 30 days after purchase, typically do not qualify for free warranty service. However, support options may still be available within the first 30 days to address these concerns.
• Complimentary or Free Products: Items provided at no charge do not carry warranty coverage.
• Unauthorized Repairs: Repairs conducted by third parties or unauthorized service providers will void any warranty claims.
• External Damage: Damage caused by external factors such as natural disasters, accidents, or negligence is not covered.
• Misuse of the Product: Damage resulting from improper use, including but not limited to damage or malfunctions caused by improper use, maintenance, or storage are not covered. This includes issues from incorrect handling, using the product for unintended purposes, improper connection of external devices, drops or impacts, failure to clean lenses and guide rails, exposure to extreme temperatures, solvents, acids, water intrusion, pest infestation, or foreign objects. Damage to casing, internal components, dust buildup, or improper wiring is also excluded..
• Unauthorized Resellers: Products purchased from unauthorized sellers or resellers are not eligible for warranty service.
• Modifications or Alterations: Any changes made to the product that are not approved by the manufacturer will void the warranty.
• Consumable Parts: Items that are considered consumables (e.g., filters, lenses, air assist pump) are typically not covered under warranty.
• Issues Due to Improper Installation: Warranty does not cover damages or malfunctions resulting from incorrect installation or setup by the customer.

7, How To Initiate a Return

• Contact Customer Support: Email us at support@atomstack.com to request a refund. Include your order number and a brief description of the reason for the refund.
• Return the Product: Follow the instructions provided by our customer support to return the product. Ensure it is returned in its original packaging and with the receipt or proof of purchase.
• Processing the Refund: Once we receive and inspect the returned product, we will process your refund. The refund will be issued to the original payment method within 2-7 business days.