Refund and Returns Policy

Overview

Our policy for Intouch industrial laser systems is designed to support long-term business partnerships. Because our products involve high-value machinery and international logistics, our policy focuses on technical integrity and component performance.

  • Inquiry Period: Customers have 30 days from the date of delivery to report any initial technical discrepancies or hardware issues.
  • Custom Orders: Please note that custom-engineered (OEM/ODM) production lines and machines built to specific customer specifications are non-returnable.

Warranty & Component Replacement

In lieu of traditional returns for overseas shipments, we provide a comprehensive warranty:

  • Core Components: If a major component (e.g., Laser Source, Chiller, or Control Board) is found to be defective within the warranty period, we will ship a replacement part to your facility.
  • Technical Support: We provide lifetime remote video support to assist your engineers with installation and part replacement.
  • Consumables: Components with a limited lifespan (such as laser nozzles, protection lenses, and certain mirrors) are exempt from the standard return policy once used in production.

Shipping Damage & Inspection

Since laser machines contain precision optics, the following protocol is mandatory:

  1. Arrival Inspection: Before signing the Bill of Lading (BOL), inspect the external crating for damage.
  2. Reporting: Any “Hidden Damage” (damage found after uncrating) must be reported to Intouch within 72 hours of delivery with supporting photo and video evidence.
  3. Carrier Claims: We will assist in filing insurance claims for machines shipped under CIF/DDP terms, provided the damage is documented immediately.

Refunds

Once a machine has been cleared for export and shipped from our factory in China, we do not offer “change of mind” refunds.

  • Order Cancellation: If an order is canceled before it leaves our factory but after production has begun, a 25% restocking/labor fee will be applied to the refund.
  • Approved Refunds: If a refund is approved for a non-custom item, it will be processed within 10–14 business days via the original payment method (Wire Transfer/Credit Card).

Shipping for Repairs

If a specific component (such as a laser head) requires factory-level repair:

  • You will be responsible for the shipping costs to return the component to our facility in China.
  • Intouch will cover the cost of shipping the repaired or replaced component back to you, provided the failure was due to a manufacturing defect.

Need Help?

For technical support or warranty claims, please contact our after-sales department at info@intouchray.com. Please include your Serial Number and Order Date in all correspondence.