Warranty Policy
7-Day Return Policy
1. Window
Return requests must be initiated within 7 days after the product is delivered.
2. Condition
Returned items must be brand new, unused, and kept in their complete original packaging.
3. Usage Note
Any product that has been used for actual operation is not eligible for return.
4. Restocking Fee
All non-defective returns will be subject to a tiered restocking fee of 8%.
This fee includes the prepaid return shipping label required for the return.
5. Reporting and Verification
If you find any of the following upon delivery:
- Damage
- Missing parts
- Functional issues
Please contact our support team within 7 days and provide an unboxing video as evidence. Claims submitted after this period may not be accepted.
6. Return Process
- Order placed but not yet shipped:Please email info@lumitoolcleaning.com to request order cancellation and a refund.
- Order delivered:Please email support@lumitoolcleaning.com to request a return or exchange. Our support team will provide the detailed return instructions and inform you of any potential fees.
Process:
- Provide our support team with your order number, a description of the issue, and relevant photos or videos.
- LumiTool will respond within 7 business days.
- Ship the product back to the designated warehouse.
- After shipping the product, promptly send the tracking number to support@lumitoolcleaning.com.
- After the warehouse receives the returned product, the refund will be processed within 14 business days.
Note:Please provide the tracking number promptly. Otherwise, the warehouse may not be able to locate the package in time, which may delay the refund process.
Detailed Terms：
Return & Replacement Policy
Depending on your order status, please contact us as via info@lumitoolcleaning.com
Return Policy — 7-Day Period
- The product must have been purchased from the LumiTool Official Online Store.
- Return requests must be submitted within 7 calendar days starting from 00:00 on the day after product receipt.
Fees
Once the machine has been used, returns or replacements will not be accepted unless a quality defect is confirmed.The following situations are not accepted:
- Inability to use the machine to clean the customer’s own materials
- Subjective dissatisfaction with the machine’s color or appearance
- Incompatibility with the customer’s operating habits
For returns without quality issues, a 8% service fee will apply, which includes the return shipping cost.
- All products, packaging, and materials must be returned intact and in their original condition.
After we receive the returned item, the refund will be processed within 14 business days.
- Once an order has entered processing or has been shipped, address changes cannot be guaranteed. If an incorrect or incomplete address results in delivery failure, package return, re-shipment, storage fees, or package loss, the customer shall be responsible for all related costs.
60-Day Guarantee
1. Coverage
This guarantee applies within 60 days from the date of delivery if the product experiences a major hardware failure that affects core functionality, such as motherboard failure or laser module failure.
2. Free Replacement
Once the issue is confirmed by our technical support team support@lumitoolcleaning.com as a critical quality defect, LumiTool will provide a free replacement service and cover all associated shipping costs.
3. Exclusions
This guarantee does not apply to the following situations:
- Misuse
- Accidental damage
- Improper maintenance
- Products tested and confirmed to have no quality defects
4. Requirement
When requesting a replacement, the product must be returned together with all original accessories, parts, and packaging.
Detailed Terms：
Replacement Policy — 60-Day Period
Eligibility
- The product must have been purchased from the LumiTool Official Online Store.
- Replacement requests must be submitted within 60 calendar days starting from 00:00 on the day after product receipt.
Important Note
This 60-day replacement policy applies only to major hardware failures that severely affect core functionality, such as motherboard failure or laser module failure upon arrival.For other performance issues, the standard warranty repair process will apply.The final determination of whether an issue qualifies for replacement rests with LumiTool.
Fees
If a replacement is approved under this 60-day policy, LumiTool will provide a replacement unit and cover the associated shipping costs.
General Exclusions — Returns & Replacements
The following situations are not covered under the return or replacement policy:
- Products received beyond the specified period: 30 days for returns / 60 days for replacements
- Products purchased from unauthorized channels
- Products returned without all original accessories, attachments, or packaging
- Products that are tested and found to have no defects
- Damage or failure caused by misuse, accidents, improper maintenance, or the use of unauthorized third-party parts or software
- Damage caused by uncontrollable external events, such as fire or flooding
Disclaimers
- All returns and replacements must be pre-approved by LumiTool.
- We reserve the right to refuse returns that do not meet the stated conditions.
- Please contact customer service for the specific return address and instructions. Unauthorized returns are not accepted.
- Before returning the product, you are responsible for deleting all personal data from the device. LumiTool is not liable for any data breach resulting from your failure to do so.
1-Year Warranty
Warranty Policy
LumiTool guarantees that all products are eligible for free warranty service within 1 year from the date of purchase, under normal usage conditions, if faults occur due to transportation or product-related issues.During the warranty period, LumiTool reserves the right to decide whether to repair or replace the relevant product or components.For special issues occurring within the warranty period, LumiTool will provide free repair or replacement services.However, if other issues arise under normal usage conditions, LumiTool reserves the right to charge the related fees.
Exclusions from Warranty
This warranty does not apply to the following situations:
- Damage caused by the use of non-compliant power supplies, voltage, or outlets
- Damage caused by the use of non-compliant gases, consumables, materials, or working environments
- Failure to clean or replace protective lenses, nozzles, laser head components, or related parts as required by the user manual
- Damage caused by dust, metal dust, moisture, oil stains, or other contaminants entering the device
- Optical power loss caused by improper operation
- Damage caused by failure to follow safety instructions
- Damage caused by unauthorized repair, disassembly, or modification
- Damage caused by the use of third-party accessories, software, consumables, or unofficial parameter settings
Technical Support and Repair
If any malfunction occurs during product use, please contact LumiTool technical support promptly for troubleshooting.Upon receiving the product, please inspect it immediately to ensure it is intact. If any abnormality is found, please contact both the carrier and LumiTool immediately. LumiTool continuously develops new products, and the information in the user manual may be updated without prior notice.
Return and Repair Process
- If any issue occurs during product inspection or use, please contact LumiTool customer service immediately at info@lumitoolcleaning.com .
- If a return is confirmed, please use the original packaging to properly repack the product, paying special attention to protecting the output fiber cable and core components. After the product is shipped to the designated address, LumiTool will conduct inspection, repair, or replacement, and return it to the customer upon completion. Damage caused during return shipping due to improper packaging may not be covered by the warranty and may affect eligibility for refund, replacement, or repair.
- If the returned product is tested and no fault is found, or if the issue is determined to be caused by customer misuse or other non-warranty factors, the customer may be responsible for inspection fees, repair fees, return shipping fees, and other related costs.
Warranty Eligibility
This warranty applies only to the original purchaser and is not transferable unless otherwise required by applicable law.