Refund policy


1. How to Return
  • Please send an email to support@acmerlaser.com. We will help you complete the return process as quickly as possible.
  • Products must meet the following return conditions. You need to pay service fee and shipping fee.
  • Note: We do not accept return applications from unofficial channels.
2. Conditions of Return

For items that arrive damaged or defective, you must provide supporting video/photos proving that the item arrived damaged or faulty. If the customer refuses or fails to provide photos/video of the damaged/broken item, this return will be considered a "Buyer's Remorse".

3. Important Notice
  • Policy Update & Effective Date:
    This revised Return and Refund Policy (V2.1) applies to all regions and will officially take effect on July 23, 2026, at 9:00 AM CEST.
  • What’s Changed:
    Added Return & Exchange terms for the XMetal series.
  • Proof Requirement for Damaged Items:
    For items that arrive damaged or defective, you must provide supporting videos/photos proving that the item arrived damaged or faulty. If you refuse or fail to provide photos/videos of the damaged/broken item, the return will be considered "Buyer's Remorse".
Refund Policy V2.1 (Excludes XMetal Series)
Country or region Product Category Return Period (of delivery/receipt) Package Status Service Fee *
EU countries Machine • Within 14 Days Unopened No service fee
• Within 14 Days Opened, Unused No service fee
• Within 14 Days Used Based on actual diminished value (up to 30%)**
• Between 15 to 30 Days Unopened 15%
• Between 15 to 30 Days Opened or Used 30%
• Exceeds 30 days Any Status Returns are not supported
Accessories & materials • Within 14 Days Unopened No service fee
• Within 14 Days Opened, Unused No service fee
• Within 14 Days Used Based on actual diminished value (up to 30%)**
• Between 15 to 30 Days Unopened 15%
• Between 15 to 30 Days Opened or Used 30%
• Exceeds 30 days Any Status Returns are not supported
Software G-code • After dispatch Any Status Returns are not supported
Others Machine • Within 30 days from the date of receipt Unopened 20%
Opened 30%
• Exceeds 30 days Any Status Returns are not supported
Accessories & materials • Within 30 days from the date of receipt Unopened 20%
Opened 30%
• Exceeds 30 days Any Status Returns are not supported
Software G-code • After dispatch Any Status Returns are not supported

*Unless otherwise stated, customers are responsible for all return shipping costs and packaging fees.

**You are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods. If the returned item shows signs of use, wear, or damage beyond a reasonable inspection, a deduction based on the actual diminished value will be applied to your refund, not exceeding 30% of the product price or the actual cost of restoration, whichever is lower.
Refund Policy V2.1 (Exclusive for XMetal Series)
Country or region Product Category Return Period (of delivery/receipt) Package Status Service Fee *
EU countries Machine • Within 14 Days Unopened No service fee
• Within 14 Days Opened, Unused No service fee
• Within 14 Days Used Non-returnable and non-exchangeable**
• Between 15 to 30 Days Unopened 15%
• Between 15 to 30 Days Opened, Unused 30%
• Between 15 to 30 Days Used Non-returnable and non-exchangeable**
• Exceeds 30 days Any Status Returns are not supported
Others Machine • Within 30 days from the date of receipt Unopened 20%
Opened 30%
Used Non-returnable and non-exchangeable**
• Exceeds 30 days Any Status Returns are not supported

*Unless otherwise stated, customers are responsible for all return shipping costs and packaging fees.

**For ACMER XMetal, once the machine has been used for actual laser processing operations, including laser welding, laser cleaning, or laser cutting, returns or exchanges will not be accepted unless a verified manufacturing defect or quality issue is confirmed. Due to the nature of the product, a used machine cannot be restored to a new and resalable condition without significant refurbishment efforts.
The following situations are not eligible for return or exchange, including but not limited to: inability to process the customer's specific materials as expected; dissatisfaction with the machine's color, appearance, or cosmetic features; or incompatibility with the user's personal operating habits, workflow preferences, or experience expectations.
Users must operate and maintain the ACMER XMetal strictly in accordance with the official user manuals, operating instructions, and maintenance guidelines. Any malfunction, damage, or performance issue resulting from improper use, unauthorized modification, misuse, or failure to follow official instructions will void all applicable warranty, return, and exchange rights.

 

 

NOTE: 

  • All products, packaging and materials must be in good condition and will be inspected after we receive the return.
  • If it is a machine, the number of laser irradiations must be less than 50 times.
  • Materials and filters purchased separately cannot be returned.
  • The percentage of service fee will be calculated based on the total order price. No exchange of products is allowed after delivery.
  • If the outer box is damaged, please take a photo or video to prove it.
  • The product details clearly indicate incompatible accessories, and refund applications for this reason are not supported.
  • Parts such as power cords, etc. can be replaced free of charge within one week. You will be responsible for shipping and parts costs after one week.
  • Used/refurbished products have the same warranty as new products, but cannot be returned after purchase.
  • ACMER officials can directly cancel the order when the second-hand laser machine is out of stock.
4. How Long Does it Take
  • For prompt processing of your return, please include the packing slip, order number and customer name with the package.
  • If you are returning the item yourself, please contact customer support and provide a tracking number so we can track the shipping progress.
  • After we receive the returned product, it usually takes 3-5 working days to process the refund.
  • We will check the condition of the product and send you a confirmation email once approved. The bank will then handle the rest of the refund process.
  • If you do not receive your refund after a long time after receiving the confirmation email, please contact your bank.
5. Disclaimers
  • Only approved return requests will be accepted.
  • ACMER reserves the right, at its sole discretion, to refuse the return of any merchandise that does not meet the return requirements set forth in the Refund and Return Policy.
  • ACMER only accepts returns sent to the address provided in the return confirmation email.
  • ACMER does not accept any on-site returns. All returns must be made by mail.
6. Got Questions?

Please feel free to drop us an email at support@acmerlaser.com.