{"id":16,"date":"2026-03-27T22:24:13","date_gmt":"2026-03-27T14:24:13","guid":{"rendered":"https:\/\/intouchray.com\/?page_id=16"},"modified":"2026-03-27T22:25:18","modified_gmt":"2026-03-27T14:25:18","slug":"refund-and-returns-policy","status":"publish","type":"page","link":"https:\/\/www.intouchray.com\/eo\/refund-and-returns-policy\/","title":{"rendered":"Refund and Returns Policy"},"content":{"rendered":"<h2 data-path-to-node=\"5\">Overview<\/h2>\n<p data-path-to-node=\"6\">Our policy for <b data-path-to-node=\"6\" data-index-in-node=\"15\">Intouch<\/b> 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.<\/p>\n<ul data-path-to-node=\"7\">\n<li>\n<p data-path-to-node=\"7,0,0\"><b data-path-to-node=\"7,0,0\" data-index-in-node=\"0\">Inquiry Period:<\/b> Customers have <b data-path-to-node=\"7,0,0\" data-index-in-node=\"31\">30 days<\/b> from the date of delivery to report any initial technical discrepancies or hardware issues.<\/p>\n<\/li>\n<li>\n<p data-path-to-node=\"7,1,0\"><b data-path-to-node=\"7,1,0\" data-index-in-node=\"0\">Custom Orders:<\/b> Please note that custom-engineered (OEM\/ODM) production lines and machines built to specific customer specifications are <b data-path-to-node=\"7,1,0\" data-index-in-node=\"136\">non-returnable<\/b>.<\/p>\n<\/li>\n<\/ul>\n<h2 data-path-to-node=\"8\">Warranty &amp; Component Replacement<\/h2>\n<p data-path-to-node=\"9\">In lieu of traditional returns for overseas shipments, we provide a comprehensive warranty:<\/p>\n<ul data-path-to-node=\"10\">\n<li>\n<p data-path-to-node=\"10,0,0\"><b data-path-to-node=\"10,0,0\" data-index-in-node=\"0\">Core Components:<\/b> 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.<\/p>\n<\/li>\n<li>\n<p data-path-to-node=\"10,1,0\"><b data-path-to-node=\"10,1,0\" data-index-in-node=\"0\">Technical Support:<\/b> We provide lifetime remote video support to assist your engineers with installation and part replacement.<\/p>\n<\/li>\n<li>\n<p data-path-to-node=\"10,2,0\"><b data-path-to-node=\"10,2,0\" data-index-in-node=\"0\">Consumables:<\/b> 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.<\/p>\n<\/li>\n<\/ul>\n<h2 data-path-to-node=\"11\">Shipping Damage &amp; Inspection<\/h2>\n<p data-path-to-node=\"12\">Since laser machines contain precision optics, the following protocol is mandatory:<\/p>\n<ol start=\"1\" data-path-to-node=\"13\">\n<li>\n<p data-path-to-node=\"13,0,0\"><b data-path-to-node=\"13,0,0\" data-index-in-node=\"0\">Arrival Inspection:<\/b> Before signing the Bill of Lading (BOL), inspect the external crating for damage.<\/p>\n<\/li>\n<li>\n<p data-path-to-node=\"13,1,0\"><b data-path-to-node=\"13,1,0\" data-index-in-node=\"0\">Reporting:<\/b> Any &#8220;Hidden Damage&#8221; (damage found after uncrating) must be reported to <b data-path-to-node=\"13,1,0\" data-index-in-node=\"82\">Intouch<\/b> within <b data-path-to-node=\"13,1,0\" data-index-in-node=\"97\">72 hours<\/b> of delivery with supporting photo and video evidence.<\/p>\n<\/li>\n<li>\n<p data-path-to-node=\"13,2,0\"><b data-path-to-node=\"13,2,0\" data-index-in-node=\"0\">Carrier Claims:<\/b> We will assist in filing insurance claims for machines shipped under CIF\/DDP terms, provided the damage is documented immediately.<\/p>\n<\/li>\n<\/ol>\n<h2 data-path-to-node=\"14\">Refunds<\/h2>\n<p data-path-to-node=\"15\">Once a machine has been cleared for export and shipped from our factory in China, we do not offer &#8220;change of mind&#8221; refunds.<\/p>\n<ul data-path-to-node=\"16\">\n<li>\n<p data-path-to-node=\"16,0,0\"><b data-path-to-node=\"16,0,0\" data-index-in-node=\"0\">Order Cancellation:<\/b> If an order is canceled before it leaves our factory but after production has begun, a <b data-path-to-node=\"16,0,0\" data-index-in-node=\"107\">25% restocking\/labor fee<\/b> will be applied to the refund.<\/p>\n<\/li>\n<li>\n<p data-path-to-node=\"16,1,0\"><b data-path-to-node=\"16,1,0\" data-index-in-node=\"0\">Approved Refunds:<\/b> If a refund is approved for a non-custom item, it will be processed within 10\u201314 business days via the original payment method (Wire Transfer\/Credit Card).<\/p>\n<\/li>\n<\/ul>\n<h2 data-path-to-node=\"17\">Shipping for Repairs<\/h2>\n<p data-path-to-node=\"18\">If a specific component (such as a laser head) requires factory-level repair:<\/p>\n<ul data-path-to-node=\"19\">\n<li>\n<p data-path-to-node=\"19,0,0\">You will be responsible for the shipping costs to return the component to our facility in China.<\/p>\n<\/li>\n<li>\n<p data-path-to-node=\"19,1,0\"><b data-path-to-node=\"19,1,0\" data-index-in-node=\"0\">Intouch<\/b> will cover the cost of shipping the repaired or replaced component back to you, provided the failure was due to a manufacturing defect.<\/p>\n<\/li>\n<\/ul>\n<h2 data-path-to-node=\"20\">Need Help?<\/h2>\n<p data-path-to-node=\"21\">For technical support or warranty claims, please contact our after-sales department at <b data-path-to-node=\"21\" data-index-in-node=\"87\">info@intouchray.com<\/b>. Please include your <b data-path-to-node=\"21\" data-index-in-node=\"121\">Serial Number<\/b> and <b data-path-to-node=\"21\" data-index-in-node=\"139\">Order Date<\/b> in all correspondence.<\/p>","protected":false},"excerpt":{"rendered":"<p>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: [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_seopress_robots_primary_cat":"","_seopress_titles_title":"","_seopress_titles_desc":"","_seopress_robots_index":"","footnotes":""},"class_list":["post-16","page","type-page","status-publish","hentry"],"blocksy_meta":[],"_links":{"self":[{"href":"https:\/\/www.intouchray.com\/eo\/wp-json\/wp\/v2\/pages\/16","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.intouchray.com\/eo\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.intouchray.com\/eo\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.intouchray.com\/eo\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.intouchray.com\/eo\/wp-json\/wp\/v2\/comments?post=16"}],"version-history":[{"count":4,"href":"https:\/\/www.intouchray.com\/eo\/wp-json\/wp\/v2\/pages\/16\/revisions"}],"predecessor-version":[{"id":4899,"href":"https:\/\/www.intouchray.com\/eo\/wp-json\/wp\/v2\/pages\/16\/revisions\/4899"}],"wp:attachment":[{"href":"https:\/\/www.intouchray.com\/eo\/wp-json\/wp\/v2\/media?parent=16"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}