1. How to Cancel an Order
● A. You can cancel your order by contacting our customer service within 24 hours of purchase. No fees will be charged for this process. Other handling fees shall be borne by the customers themselves.
● B. If your order has been shipped but has not yet been delivered, you may request an interception by contacting us via email. A 7% service fee will apply.
● C. If your order has already been delivered, you may refuse the package and have it returned to our warehouse. Please note that a 7% service fee will apply.
2. 15-Day No-Reason Return
Undamaged products can be returned for a refund, regardless of the reason, within 15 days of receipt. Once the returned item arrives back in EM-Smart’s warehouse for inspection, the refund process will begin. The refund is typically processed within 12 working days, though the exact time may also depend on your bank’s processing speed.
During the return process, the customer is responsible for properly packing the product with the original protective materials. EM-Smart will arrange courier pickup at the customer’s address.
EM-Smart is not responsible for any damage or losses incurred during the return process, so please make sure the product is securely packed.
● Returns must include all accessories
● Items must include original packaging and the protective materials
● Our 15-day money-back guarantee and warranty policy only apply to orders from regions listed on our Shipping Policy page. For products shipped outside of these regions, the buyer will be responsible for all shipping costs associated with returns or exchanges.
● If your order includes free gifts, please return them along with the main item. Failure to do so will result in a refund deduction of the gift's value. Opened consumable gifts are not eligible for return.
● Returns may be rejected if items do not meet the above requirements
Refund requests for the 15-day money-back guarantee expire 15 days after opening a warranty claim. It is not possible to process a refund request for items that have expired this 15-day money-back window. For purchases not made directly through EM-Smart’s online stores, please contact retailers for refunds.
3. Return Terms (Standards, Service Fees & Supported Regions)
A. Return Standards
1. Purchased through official EM-Smart channels.
2. Refund requests are accepted within 15 days of receipt, for any reason. Return shipping costs are the responsibility of the customer, while EM-Smart will arrange the pickup service.
3. Consumables and separately purchased materials / smoke purifier filters cannot be returned.
B. Service Fees
|
Product Category |
Package Status |
Service Fee |
|
Machine & accessories |
Unopened |
7% |
|
Machine |
Unused |
20% |
|
Accessories |
Unused |
20% |
|
Machine & accessories |
Used |
30% |
C. Supported Regions
● US:Desktop Laser Engraving Machine | Fiber & Diode Lasers | EM-Smart
● Germany:Desktop Laser Engraver | Fiber & Diode Lasers | EM-Smart EU
● Other European regions:Desktop Laser Engraver | Fiber & Diode Lasers | EM-Smart EU
4. How to Request a Return
To request a return, please send an email to our official customer service: sales@em-smart.com. Your email must include:
1. Original order number and exact product name(s) to be returned.
2. Brief reason for return (e.g., changed mind) and any supporting evidence (screenshots, photos, videos, or operation logs if applicable).
Our customer service team will review your request within 2 business days and contact you with further instructions.
Once your return request is approved, EM-Smart will arrange pickup.
Return Processing & Packaging Guidelines:
● All returns must be pre-approved by our customer service. Unauthorized returns may be rejected.
● Use the original packaging and materials to prevent damage during shipping.
● Once the package is properly packed, we will arrange a courier to pick it up. At that time, you will receive two documents, which need to be printed out before the pickup. The courier will call you in advance, and when they arrive, please hand over the package together with the two printed documents.
5. Refund Timeline
The refund process will begin once our warehouse has received the returned products and completed the inspection. The refund will be credited back using the same payment method as your initial order, and you will receive a notification email once the refund has been issued. The refund is typically processed within 12 working days, though the exact time may also depend on your bank’s processing speed.
6. Additional Notes
● All terms are subject to change based on EM-Smart policies.
● For questions regarding returns, shipping, or fees, please contact our customer service team.
● Refunds will only be issued to the original payment method used for the purchase.
● EM-Smart reserves the right to refuse returns that do not comply with this policy.
● Products returned without prior approval may not be accepted or refunded.
● Refund amounts may be adjusted if returned items are missing parts, accessories, or packaging.
● Customers are responsible for ensuring accurate shipping information; EM-Smart is not liable for delays or issues caused by incorrect addresses.
● EM-Smart is not responsible for delays caused by logistics carriers or customs clearance.
● For bulk or special custom orders, different return and refund terms may apply—please confirm with our sales team before placing your order.
● Warranty coverage continues to apply according to EM-Smart’s Warranty Policy, separate from this Return & Exchange Policy.