---
title: "Refund and Returns Policy"
url: https://www.intouchray.com/refund-and-returns-policy/
date: 2026-03-27
modified: 2026-03-27
author: "Sales11@taiyilaser.com"
description: "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..."
word_count: 397
---

# 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:

-
**Arrival Inspection:** Before signing the Bill of Lading (BOL), inspect the external crating for damage.

-
**Reporting:** Any "Hidden Damage" (damage found after uncrating) must be reported to **Intouch** within **72 hours** of delivery with supporting photo and video evidence.

-
**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.