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.