Thank you for your purchase from Monport.
This Returns & Refunds page can help you if you are dissatisfied with our products or service.
In general, our return policy applies to products without packaging and damaged machines. This return policy expires 30 days after your order is delivered. If you contact us within 30 days to report the problem, the policy will also remain in force.
Please note that your refund request may be rejected after the order has exceeded the 30-day return period, in which case you may NOT receive a refund or payment. If you contact us within 30 days to report the problem, the policy will also remain in force.
Monport does not accept returns without prior approval.
Keep your proof of purchase and provide it to Monport's support team so that our team can find your order information.
If the outer packaging received is damaged,
Take photos of the labels on the 5 sides of the outer packaging and of the entire machine. If there are damaged parts, take photos of these too and contact Monport at support@monportlaser.com.
Keep your packaging for a while in case you need to return the items.
RETURN POLICY
Before starting a refund process, please contact our Monport support team in advance.
Due to shipping and restocking fees, the amount of your refund may be less than the amount you paid.
In addition, shipping and restocking costs are affected by seasons, distance, country, etc.
The return policy may also apply to orders cancelled after the products have left the warehouse and are in transit.
In this scenario, any potential charges, including shipping and restocking fees, will be deducted from your final refund.
Scenario 1: Refund for shipment
If you want to cancel your order and get a refund before the order is shipped, please contact our support team, and we will help you cancel it.
In this scenario, we will process your refund request within 1-3 working days.
If you have not yet received a refund, check your bank account again first.
Then contact your credit card company; it may take some time for your refund to be officially booked.
Then contact your bank. There is often some processing time before a refund is booked.
If you have done all this and you still have not received your refund, please contact us at support@monportlaser.com.
Scenario 2: Refund during shipment
If you change your mind after we hand over the product to the logistics company, please contact our support team as soon as possible, and we will try to intercept the package immediately.
However, it is not always possible to successfully intercept the package, and it will still be delivered to you.
In that case, you should refuse the package so that it can be returned to our warehouse.
Your refund will be approved once our warehouse updates the restocking information.
We hope you understand that we will deduct shipping costs and 10% of the order value as a service charge from your refund.
Scenario 3: Refund after package delivery
Package not opened
Your refund will be approved once our warehouse updates the restocking information.
We hope you understand that we will deduct shipping costs and 15% of the order value as a service charge from your refund.
You are responsible for any costs incurred during the return process.
Package opened and used
Your refund will be approved once our warehouse updates the restocking information.
We hope you understand that we will deduct shipping costs and 15% of the order value as a service charge from your refund.
You are responsible for any costs incurred during the return process.
In addition, wear/damage to the machine and accessories will negatively affect the final refund amount.
Package opened with products with manufacturing defects
There is a possibility that products may have damages, defects and errors during manufacturing or shipping.
The warranty policy applies to damage incurred during shipping.
Please contact our support team via e-mail as soon as possible once you suspect the machine has manufacturing defects.
Members of the support team can advise you on how to return or repair according to the Warranty Policy.
REPAYMENTS
Consumables are non-refundable.
After your product is delivered to our warehouse, we will check the status of the product and communicate this information to you via e-mail.
Once your refund is approved, we will process your refund request within 1-3 working days.
If you have not yet received a refund, check your bank account again first.
Then contact your credit card company; it may take some time for your refund to be officially booked.
Then contact your bank. There is often some processing time before a refund is booked.
If you have done all this and you still have not received your refund, please contact us at support@monportlaser.com.
Exchanges (if applicable)
We only replace items if they have arrived faulty or severely damaged. If you need to exchange it for the same product, please email us at support@monportlaser.com, or contact our customer service team and we will send you a return label.
Warranty policy
Limited Warranty:
The warranty of Monport machines and hardware takes effect as soon as your order is delivered.
The detailed warranty terms are as follows:
- 2-year warranty on 60W, 80W, 100W, 130W and 150W CO2 laser cutting machines and all fibre marking machines.
- 1-year warranty on 40W CO2 laser cutters, plus 80W, 100W, 130W and 150W laser tubes and all fibre machine laser sources.
- 6-month warranty on 40W and 60W laser tubes.
- Power sources and lenses: 2-year warranty on 80W, 100W, 130W and 150W CO2 laser cutters; 1-year warranty on 40W and 60W CO2 laser cutters.
Contact us and get professional support at support@monportlaser.com if you have any problems. Our technical support team is ready to answer your questions.
The above limited warranty conditions do not apply to:
- Return, refund or replacement requests. Please see our Return and Refund Policy page.
- Orders or products exceeding the warranty conditions.
- Products purchased and/or obtained from sources not authorised by Monport.
- Products that have undergone changes or refinements after the order has been unpacked.
- Wear that has occurred during normal use.
- Damage and/or defects caused by the following reasons:
- Improper or irresponsible use, including unsuitable working conditions; unstable power supply and incorrect plugging and unplugging; unreliable cooling system; working for unreasonable purposes, etc.
- Lack of proper maintenance and preservation, including exposure of products or parts to extreme temperatures, humidity or other harmful materials; accumulation of dirt and residues of engraving material in the machine; lack of lens cleaning, etc.
- Disasters such as fire, flood, lightning, etc.
- Product identification such as serial number is unknown, unauthorised, modified or deleted.
- Original order information cannot be provided.
- Install and use illegal software or software that is unauthorised, non-standard.
- Damage and/or defects caused during return.
- Damage and/or defects caused by force majeure or accidents.
- Other damage and/or defects not caused by the quality of the product.
Monport is not responsible for the above situations. Please contact our support team if you encounter the above or other complicated situations.
Remark:
Packaging items, bundled products and accessories are not covered by the above warranty conditions. We will re-ship these products free of charge if you receive a defective one for the first time.
After the expiry of your product's warranty, Monport is under no obligation to provide further replacement, repair and shipping costs.