Return & Refund Policy

Thank you for choosing Arcus CNC (accessible via arcuscnc.com). We stand behind the quality of our industrial machinery and equipment. Because our products consist of high-value industrial machinery, parts, and specialized components, our return and refund procedures are explicitly defined below to ensure a transparent and fair process for all parties.

1. Return Window

You have 30 days from the date of delivery to request a return or report issues with your shipment. To be eligible for a return, your items must meet the following criteria:

  • The product/machinery must be in its original, unused condition, and free from any signs of operation, modification, or installation.

  • All original packaging, crates, protective wraps, toolboxes, manuals, and accessories must be intact and included.

  • Proof of purchase (original commercial invoice or order confirmation) must be provided.

2. Non-Returnable & Restricted Items

Due to the technical and customized nature of CNC and laser equipment, the following items cannot be returned or refunded:

  • Customized Products: Any machinery built, configured, or altered according to specific customer requirements (including custom dimensions, power configurations, or custom color schemes).

  • Consumable Parts: Items subject to wear and tear during operation (such as laser nozzles, protective windows, lenses, cutting blades, and ceramic rings) once the original sealed packaging is opened.

  • Used Machinery: Equipment that has already been connected to a power source, gassed, or run for production usage cannot be returned. Technical issues with used machinery will be covered under our standard Product Warranty.

3. How to Initiate a Return

To initiate a return or claim, you must contact our management and support team prior to shipping any goods back to our facility:

  1. Submit a Request: Email our team at info@arcuscnc.com with your Order Number, Commercial Invoice, and a detailed description of the reason for the return.

  2. Provide Evidence: For damaged, defective, or incorrect shipments, you must provide high-resolution photographs or video footage showing the issue clearly.

  3. Return Authorization: Our team will review your application within 48 hours. If approved, we will issue a Return Merchandise Authorization (RMA) along with explicit crating and shipping instructions.

CRITICAL NOTE: Please DO NOT send any machinery or components back to our factory or any third-party warehouse without a confirmed RMA. Unauthorized shipments will be rejected at the buyer’s expense.

4. Return Shipping Costs & Restocking Fees

  • Defective, Damaged, or Incorrect Items: If the equipment arrives damaged from transit or does not match your ordered specifications, Arcus CNC will take full responsibility. We will coordinate the return shipping logistics or supply the necessary replacement parts/machinery at our own expense.

  • Buyer’s Remorse / Incorrect Ordering: If you wish to return a standard, non-customized stock item due to a change of mind or incorrect ordering, the buyer is solely responsible for arranging and paying for all return freight, ocean shipping, customs clearance duties, and handling fees.

  • Restocking Fee: Returns for personal reasons or ordering errors are subject to a 15% Restocking Fee, which will be deducted from your final refund to cover industrial inspection and repackaging costs.

5. Refunds & Processing Time

Upon arrival of the returned items at our facility, our engineering and quality control team will conduct an inspection to verify the product’s condition.

  • Approval: Once the inspection confirms compliance with our return criteria, your refund will be processed.

  • Timeframe: Refunds will be credited back to your original payment method (Wire Transfer/TT, PayPal, or Credit Card) within 7 to 14 business days, depending on your banking institution’s processing times.

6. International Transit Damage & Discrepancies

We pack all equipment in heavy-duty, export-standard wooden crates to prevent damage during sea and air transit. However, upon arrival:

  • You must inspect the external packaging before signing the freight carrier’s delivery receipt.

  • If severe damage is visible, note the damage on the carrier’s bill of lading and contact info@arcuscnc.com immediately.

7. Contact Information

For all questions regarding logistics, returns, or equipment operation issues, please reach out to our corporate headquarters:

  • Company Name: Arcus CNC

  • Website: arcuscnc.com

  • Corporate Email: info@arcuscnc.com

  • Headquarters Address: Building 2, Qisheng Plaza, Lixia District, Jinan, China

  • Contact Phone: +86 15653503872

  • Business Hours: Monday – Friday, 9:00 AM – 6:00 PM (GMT+8)

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