Thank you for choosing Xtool scanner. We guarantee that all Xtool Store products are rigorously tested by our quality inspectors before shipment.

Cancel the order

Xtool scanner will typically mail your order within 1-2 business days. If you need to cancel your order, please contact Xtool scanner as soon as possible to cancel your order and receive an immediate refund. If your order has been shipped, the customer needs to explain the situation to the logistics company and reject the product. We will issue a refund to the customer as soon as we confirm receipt of the returned product.

About returns: 30 days return period

We want you to be satisfied with your purchase. If you are not completely happy, you can return the product to us, and we will either repair, replace it, or issue a refund. You are eligible for a REFUND or EXCHANGE, subject to the following terms:
All items are eligible for return and will be processed if conditions are met.
You are required to ship back the items by following these instructions:

Please contact our customer service at support@xtoolscanner.com for return or exchange approval, as well as the product-related return address and RETURN AND EXCHANGE POLICY instructions.

Conditions
1. If you receive defective product,you can contact our support team to receive defective parts at no charge. If the issue cannot be resolved, you can return or exchange the product for free. If you receive the wrong item, you can also return or exchange it at no cost. If you need to return due to any seller error, you can return or exchange the product for free as well.

Important：
For items that are damaged or defective on arrival, you must provide videos/photos to support your claim that the item was damaged or malfunctioned upon arrival. If the buyer refuses or fails to send photos/videos of the suspected defective/damaged item, this return will be considered "buyer's remorse" and will be the sole responsibility of the buyer. The customer needs to pay the shipping fee for the return as well as a 15% service fee. Without exception, if the customer claims that the goods are defective/damaged, the customer must provide proof before returning the goods. Use the Contact Us form to submit images/videos for your return request.

2. If you would like to return or exchange your purchased item for personal reasons, you will be responsible for the shipping costs to and from our warehouses if the product is unused. A 15% depreciation fee will apply to the order amount if the product has been removed from its packaging and used.

Under what circumstances do customers need to pay for return shipping?

If the return is due to a customer error, the return shipping cost is the customer’s responsibility. In these cases, prepaid return shipping labels are not available. Please note that the original shipping and handling charges will be deducted from your total refund, and any orders with special shipping charges will be deducted from our actual outbound shipping costs. Examples of these customer returns include:

Buyer’s remorse (“not satisfied with the performance,” “the item does not suit me,” “the item does not meet my expectations,” “I tried, but I want something else,” etc.)
No reason/no longer want it
Misunderstanding of product description (failure to fully read product details/description/features)
Canceling the order after the item has been shipped, even if you have not received it
The customer bought the wrong item
The customer accidentally purchased too many
The customer accidentally provided the wrong shipping address

After the 30-day return period, if an item fails or breaks down, the customer can use the Xtool scanner Manufacturer's product warranty period for repairs. For more information, see the manufacturer's product 

Refund Policy

To be eligible for a refund, you must return the product within 30 days of the delivery date of your purchased item(s). If the product is damaged in any way or if you initiate the return after 30 days, you will not qualify for a refund.

To ensure your product is eligible for a refund, please meet the following conditions:

The product must be returned in its original packaging.
The product must include the receipt or proof of purchase.
Once we receive your product, our team will inspect it and process your refund. The funds will be refunded to the original payment method used during the purchase within 2-5 business days after we receive the returned package.

Exchange Policy

Products can be exchanged for a different item within the same product line (e.g., laser engraver, accessory), provided that the desired product is available. Customers may exchange items within 30 days; exchanges requested after 30 days will not be processed.

To be eligible for an exchange, please ensure the following conditions are met:

The product must be returned in its original packaging.
The product must include the receipt or proof of purchase.
You are responsible for shipping the product back for inspection and replacement, and you must cover the return shipping fee. Your exchanged product will be processed once we receive the items and verify the conditions.

If you choose an item with a higher value than the one you are exchanging, we will request payment for the price difference. If the new item is of lower value, we will refund you the difference.

Note: Refurbished products cannot be returned or exchanged.

Product Replacement Process: 

Step 1 :
Please contact us at support@xtoolscanner.com to let us know about your problem and confirm the solution.
Step 2:
Take a picture of your shipment and send it to us, along with the tracking number. The cost of repairs depends on whether they are covered by warranty. (Please check the warranty scope)
Step 3:
We confirm that the goods have been returned and check the problem. Please also email us yours
Contact details (name, mobile phone number, detailed address, postal code).
Step 4:
We will send the goods back to you.Thank you for your cooperation.

 

● For any questions regarding returns and refunds, please contact us at support@xtoolscanner.com