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Refunds Policy

Returns Policies

We want you to have a positive experience every time you shop with us. Occasionally though, we know you may want to return items, and you have the right to cancel the purchase of most items within 14 days. You also have statutory rights where goods are not as described, not fit for purpose or not of satisfactory quality.

Please note that we will issue a refund within a maximum of 14 days and confirm it with an automated email. In certain circumstances refund time frames may be longer. You can see the refund in your bank account or credit card statement after the refund is issued. In certain circumstances refund timeframes may be longer. For more information about our refund policies and how long it will take for you to receive your refund, please contact customer services as outlined on this page.

I. Mistaken Returns

Please ensure you enclose the correct and complete item when making a return. The correct item must be returned to receive a refund.

If you have accidentally sent the wrong item to us, please contact customer service as soon as possible as we do not store mistakenly sent items. We cannot guarantee your item will be found and returned, and no compensation is provided for incorrect items sent to us.

II. Damaged, Broken, or Defective Items

We apologise if your item arrived damaged, broken, or defective. We will work with you to replace the items if available or provide a return for a full refund, if your items are damaged, broken, or defective upon arrival. In the event that you choose to return the item for full refund, we will also reimburse you return shipping fee for the least expensive type.

In the unlikely event that an item arrives damaged, broken, or defective, you can reject your order within 30 days from the day on which you receive the goods purchased (or the last good, lot or piece if it relates to goods or multiple lots or pieces delivered separately). If you need assistance with this issue, please contact us using the customer service. 

III. Statutory Cancellation Right

Unless one of the exceptions listed below applies, you can cancel your order without giving any reason within 14 days from the day on which you receive the goods purchased (or the last good, lot or piece if it relates to goods or multiple lots or pieces delivered separately).

You must inform us of your decision to cancel your order by contacting us using the contact details set forth below. We will communicate an acknowledgment of receipt to you by email.

We will reimburse all payments received from you for the goods purchased and delivery charges for the least expensive type of delivery offered by us no later than 14 days from the day on which we received the above communication. We will use the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. We may withhold reimbursement until we have received the goods back.

Please note that you must send back the goods by following the instructions indicated by us no later than 14 days from the day on which you communicate your cancellation. You will have to bear the direct cost of returning these goods. Returned items must be in original, saleable condition with original tags. You may be liable if the value of the goods returned diminishes due to the handling of the goods (except when it was necessary to establish the nature, characteristics and functioning of the goods).

IV. Voluntary Returns Policy and Service Fee

As well as your statutory rights described above, you can return most products to us within 30 days of receipt of the products subject to the terms and conditions set forth herein. 

For any excessive handling by the consumer, a service fee will be deducted from the refund as follows:

Package Status

Product Category

Service Fee

Unopened

Machine

10%

Unopened

Accessory

15%

Opened, Unused

Machine

15%

Opened, Unused

Accessory

20%

Opened, Used

Machine

30%

Opened, Used

Accessory

20%

Note:

  • This returns guarantee does not affect your statutory rights and therefore does not affect your right of cancellation as described above.
  • This returns guaranteedoes not apply to materials and filters purchased separately.
  • The percentage of the service fee will be calculated on the total price of the order, including tax and shipping costs.
  • The returned machineshall have not lasered more than 50 times.

We will issue a refund within a maximum of 14 days and confirm it with an automated email. You can see the refund in your bank account or credit card statement after the refund is issued. In certain circumstances, refund timeframes may be longer. For more information about our refund policies and how long it will take for you to receive your refund, please contact our customer services.

The same exclusions apply to this return guarantee as for the right of cancellation. The following products thus cannot be returned under the returns guarantee (unless defective):

  • Products which are not suitable for return due to health protection or hygienic reasons if unsealed by you after delivery, or which are, after delivery, inseparably mixed with other items;
  • Sealed audio or video recordings or of sealed software if unsealed by you after delivery;
  • Goods made to your specifications or clearly personalised, especially personalised We Handmade items;
  • Goods which may deteriorate or expire rapidly;
  • A service, if the supplier has fully performed it and you accepted when you placed your order that the supplier could start to deliver it and that you could not cancel it once delivery had started;
  • Digital content (including apps, digital software, eBooks, MP3, etc.) which is not supplied on a tangible medium (e.g. on a CD or DVD) if you accepted when you placed your order that the supplier could start to deliver it and that you could not cancel it once delivery had started. Where an eBook has been partially read or in cases of abuse, refunds may be denied.
  • Newspapers, journals or magazines with the exception of subscription contracts;
  • Alcoholic beverages whose actual value is dependent on fluctuations in the market which the supplier cannot control.

V. Returns Costs & Methods

Each item must be returned in the same condition as you communicated to us. Items purchased must be returned by following the instructions indicated by us. In most cases, we’ll provide you with a pre-paid return label. Each label is linked to a specific return. To make sure that you receive a timely and correct refund, please include only the items listed on your return label in the corresponding box.

Where applicable, a return shipping fee plus tax (if any) will be deducted from your refund. Please note that returns that contain multiple items, or large items, may cost more. We offer various returns methods which will differ depending on the items you’re returning. We’ll always display the most accurate return costs and methods available for your items.

We reserve the right to refuse returns or to charge you fees and expenses if the product isn't received in the condition you communicated with us.

VI. Other Statutory Rights

You have additional rights in relation to incorrect, damaged or defective goods. 

VII. Removal of Personal Data

When returning a product for any reason, you must do so in the exact conditions you received it from us. In this respect you must entirely delete, remove and eliminate all personal data pertaining to you and/or any third party which may be possibly present in the same item, and must de-latch any account possibly latched to the same item. You will be fully responsible for any data breach that may occur if you fail to do so. You must remove from the returned product and from the box containing the returned product any item not pertaining to the returned product as originally received from us. We will not be responsible for any such items erroneously left by you within the returned product or within the box containing the returned product. You agree and accept that the returned product will become our property, and that we are therefore entitled to sell it to third parties at our full discretion.

VIII. Gift Cards

Gift Cards are non-returnable items. However, unused gift cards may be eligible for a refund by using customer service.

  1. Contact Information

If you have any questions about this policy, including any requests to exercise your rights,

  • for order placed, please contact us by sendingan email to vicky@info.xtool.com; and
  • for order delivered, please contact us by sending an email tosupport@info.xtool.com.