OTOMIC CNC® Refund Policy for Online Shopping:

Customers have the option to request a refund if they are dissatisfied with our services or products. Our Refund Policy is as follows:

  1. Eligibility:

    • Customers are eligible for a refund of purchased products according to the terms stated in this Refund Policy.
    • This Refund Policy does not replace or supersede OTOMIC-CNC’s limited warranty or the disclaimer of warranty mentioned in the End User License Agreement.

  2. Refund Process:

    • Refunds can only be requested before the production of the machine.
    • To initiate a refund, customers must submit a formal written request via email to [email protected] or by calling +86-186-6899-1371.

  3. Refund Method:

    • If the payment was made by credit card, debit card, or net banking, the refund will be issued to the original payment method.
    • For payments made through a payment gateway, the refund will be processed to the same account.

 

OTOMIC CNC® Return Policy for Online Shopping:

  1. Warranty:

    • New CNC machines from OTOMIC-CNC come with a one-year warranty from the shipping date.
    • Machines purchased through dealers must be registered with OTOMIC-CNC within 30 days of purchase to be covered by the warranty.
    • OTOMIC-CNC guarantees that all new machines are free from manufacturers’ defective workmanship, parts, and materials.
    • If any parts are determined to have a manufacturer’s defect, OTOMIC-CNC will repair or replace them free of charge.
    • The defective item/part must be returned to OTOMIC-CNC along with the complaint.

  2. Exceptions:

    • The warranty does not cover damage caused by natural disasters, acts of terrorism, normal wear and tear, lack of maintenance or cleaning, accidents, neglect, inadequate dust collection, misuse/abuse, or unauthorized repair or alterations.

  3. Return Procedure:

    • All returns to OTOMIC-CNC must have a return merchandise authorization number (RMA) issued by the Customer Service Department.
    • Products must be returned within 30 days from the delivery date, accompanied by the RMA number.
    • Unapproved returns are subject to a 25% stocking fee plus round trip shipping charges.

  4. Additional Terms:

    • OTOMIC-CNC is not responsible for tools or modifications performed by entities other than OTOMIC-CNC on their CNC machines.
    • User alignment, adjustment, tuning, and machine settings are not covered by the warranty.
    • It is the user’s responsibility to understand basic CNC machinery settings, procedures, and equipment maintenance according to the manufacturer’s standards.

  5. Shipping and Damage:

    • OTOMIC-CNC is not responsible for damage or loss caused by freight companies or other uncontrollable circumstances.
    • Claims for loss or damaged goods must be reported to OTOMIC-CNC within 24 hours of delivery.

OTOMIC CNC® Replacement Parts Policy for Online Shopping:

  1. Eligibility:

    • Customers are eligible for replacement parts under the following circumstances:
      • The part is determined to be defective due to manufacturer’s workmanship or materials.
      • The part is damaged during shipping or delivery.

  2. Return Process:

    • To request a replacement part, customers must contact our Customer Service Department and provide detailed information about the defective or damaged part.
    • A return merchandise authorization number (RMA) will be issued for the return of the faulty part.

  3. Return Procedure:

    • All returned parts must be properly packaged to avoid further damage during shipping.
    • The RMA number provided by our Customer Service Department must be clearly marked on the package.
    • The returned part should be sent back to OTOMIC-CNC within 30 days from the date of the RMA issuance.
    • If the returned part is not received within the specified timeframe, the RMA will be canceled, and the return will not be accepted.

  4. Cost and Shipping:

    • Replacement parts, under warranty, will be shipped to the customer at OTOMIC-CNC’s expense.
    • Technical support for installing replacement parts is primarily provided through phone, fax, email, or the OTOMIC-CNC Customer Support Website.
    • The labor required to install the replacement part is the responsibility of the customer.

  5. Additional Terms:

    • OTOMIC-CNC is not responsible for any damage or loss caused by improper installation or usage of replacement parts.
    • If the replacement part is not returned to OTOMIC-CNC within 30 days, the customer will be responsible for the cost of the part, and their account will be billed accordingly.
    • Any additional tools or modifications performed on the CNC machine by entities other than OTOMIC-CNC may void the warranty, subject to evaluation on a case-by-case basis.

 

Please note that before the machine is produced, a refund or return is possible. Once production has started, refunds and returns are not supported. It is essential to obtain a valid return merchandise authorization number (RMA) before returning any items.