Last Updated: September 23, 2026

Thank you for choosing Sup Laser Machines. Because our products include specialized industrial laser welding and laser cleaning equipment, returns and refunds are subject to the conditions outlined in this policy.

Please read this policy carefully before placing an order.

1. Return Eligibility

We accept returns only when the product meets the requirements outlined in this policy and the return has been approved by Sup Laser Machines in writing.

Because our laser machines are specialized industrial equipment, certain products may not be eligible for return, particularly products that are:

  • Custom-built or specially configured.
  • Made to order.
  • Modified according to customer specifications.
  • Already installed.
  • Used beyond reasonable inspection or testing.
  • Damaged after delivery due to customer handling or operation.
  • Returned without prior authorization.

If you are unsure whether your order is eligible for return, please contact us before shipping anything back.

2. Requesting a Return

To request a return, contact us at:

info@suplasermachines.com

Please include:

  • Your full name or company name.
  • Order number.
  • Date of purchase.
  • Product name and model.
  • Reason for the return.
  • Photographs or videos of the product when applicable.
  • Any other information we may reasonably require.

Do not ship a product back to us before receiving written return instructions.

Unauthorized returns may be refused or may experience significant processing delays.

3. Return Period

Unless otherwise agreed in writing, customers should contact us regarding a return request within 30 days of receiving the product.

Submitting a return request does not automatically mean that the return has been approved.

We will review each request based on the product purchased, its condition, the reason for the return, and the applicable terms of the order.

Certain products may have different return conditions stated in the applicable quotation, order confirmation, warranty, or sales agreement.

4. Custom and Made-to-Order Equipment

Laser welding machines, laser cleaning machines, and related equipment may be configured or prepared specifically for a customer’s requirements.

Custom, specially configured, modified, or made-to-order equipment may not be eligible for cancellation, return, or refund once production or preparation has begun.

If a customer requests cancellation after production or customization has started, any refund or cancellation amount will be determined based on the circumstances of the order and any costs already incurred.

We encourage customers to confirm machine specifications, configuration, electrical requirements, and intended application before placing an order.

5. Products That Have Been Used or Installed

Products must generally be returned in substantially the same condition in which they were received.

Returns may be rejected or subject to deductions if equipment has been:

  • Installed.
  • Used for production.
  • Modified.
  • Damaged.
  • Disassembled without authorization.
  • Exposed to inappropriate operating conditions.
  • Returned without original components or accessories.
  • Returned without required packaging or documentation.

Industrial laser equipment may require significant inspection and testing after a return.

Any applicable reduction in the refund amount will depend on the condition of the returned equipment and the costs associated with restoring or inspecting it.

6. Defective or Damaged Products

If you receive a product that appears defective, damaged, or materially different from what was ordered, please contact us as soon as possible at info@suplasermachines.com.

Please provide photographs, videos, order information, and a description of the issue where appropriate.

We may first attempt to troubleshoot the issue remotely or provide technical assistance.

Depending on the circumstances, we may provide:

  • Replacement parts.
  • Technical support.
  • Repair assistance.
  • A replacement product or component.
  • A return authorization.
  • Another appropriate resolution.

A product should not be returned solely because it is believed to be defective without first contacting us.

7. Shipping Damage

Customers should inspect shipments upon delivery.

If equipment or packaging has visible damage, please document the damage with photographs and notify us as soon as possible.

Where applicable, customers should also report the damage to the shipping carrier and note the damage on delivery documentation.

Shipping damage claims may require photographs, videos, packaging documentation, delivery records, and other information needed to investigate the claim.

8. Refunds

Once a return has been approved and the returned product has been received and inspected, we will determine whether a refund is applicable.

If a refund is approved, the refund will generally be issued to the original payment method used for the purchase, unless otherwise agreed.

Refund Processing Time

Please allow approximately 2 weeks to 1 month for an approved refund to be fully processed.

The refund timeframe may include:

  • Return transportation.
  • Receipt and inspection of the equipment.
  • Internal processing.
  • Approval of the refund.
  • Processing by the payment provider or financial institution.

Once we have initiated the refund, the time it takes for the funds to appear in your account may also depend on your bank or payment provider.

9. Shipping Costs

Unless otherwise agreed in writing, original shipping costs are generally non-refundable.

If a return is approved because of a confirmed defect, shipping damage, incorrect product shipment, or another issue for which Sup Laser Machines is responsible, we will determine the appropriate shipping-cost resolution on a case-by-case basis.

For customer-requested returns, the customer may be responsible for return shipping, freight, handling, and other applicable costs.

Because our equipment may be large and heavy, return freight costs can be substantial.

10. Restocking and Related Charges

Depending on the product and circumstances of the return, a restocking, inspection, refurbishment, handling, or other reasonable charge may apply.

Any applicable charges will be communicated to the customer before a return is finalized whenever reasonably possible.

Custom-built or specially configured equipment may be subject to costs incurred before cancellation or return.

11. Exchanges

Product exchanges are not guaranteed and are subject to product availability and approval.

If an exchange is approved, the customer may be responsible for applicable price differences, shipping charges, return freight, restocking fees, or other costs.

12. Refused or Undeliverable Shipments

If an order is refused by the customer or returned to us because of an incorrect address, failure to accept delivery, failure to complete required customs procedures, or another customer-related reason, the customer may be responsible for applicable return freight, storage, handling, customs, and other costs.

Any refund will be evaluated after the product has been returned and inspected.

13. International Returns

International returns may involve additional shipping, customs, duties, taxes, brokerage charges, and other expenses.

Customers are responsible for complying with applicable return-shipping and customs requirements unless otherwise agreed in writing.

International returns may take longer to process because of transportation and customs procedures.

14. Refund Exclusions

A refund may not be available when:

  • The product is custom-built or made to order and production has begun.
  • The product was modified at the customer’s request.
  • The product was damaged through misuse or improper operation.
  • The product was installed or used contrary to operating instructions.
  • The product was damaged after delivery due to customer actions.
  • The customer failed to follow applicable return instructions.
  • The product is returned without authorization.
  • The customer refuses or fails to accept delivery.
  • The customer fails to provide information reasonably required to process the return.

Nothing in this policy is intended to limit any rights that cannot legally be excluded under applicable law.

15. Warranty Claims

A warranty claim is different from a standard return.

If your machine develops a technical problem that you believe is covered by warranty, please contact us at info@suplasermachines.com.

We may request photographs, videos, diagnostic information, operating details, or other information to determine the appropriate resolution.

Warranty claims may be subject to separate warranty terms provided with the product or included in the applicable purchase agreement.

16. How to Contact Us

For return, cancellation, or refund requests, please contact:

Sup Laser Machines
United States
Email: info@suplasermachines.com
Website: https://suplasermachines.com

Please include your order number and relevant product information so that we can process your request as efficiently as possible.

17. Changes to This Policy

Sup Laser Machines reserves the right to update or modify this Return & Refund Policy from time to time.

Any changes will be posted on this page with an updated “Last Updated” date.

The policy applicable to your purchase will generally be the policy in effect at the time of the applicable transaction, subject to any separate written agreement or applicable law.