Safe & secure
Shipping and Handling
We ship worldwide to nearly every country across the globe, we employ the services of major, trusted international carriers to ensure your package arrives at your destination fast and securely.
Order Successful
After you have successfully placed your order you will receive the email confirmation from us. If you have any requests for your order, kindly let us know as soon as possible before your item enters the processing stage.
For pre-sale products, after the client confirms the estimated date of the product, it is unacceptable to cancel the order during the waiting period then. If the client strongly request this, since our product is in transport, the client needs to pay compensation for Cloudray (35% of your order payment)
Processing
We will carry out strict quality controls on your machines and ensure they are properly packed before preparing them for shipment.
After the confirmation of your order and the full payment, there will be 5-7 processing day which contains machine production and continuous machine test to ensure the quality of the laser beam, once it is finished we will arrange shipment for your order.
Shipping
⏩China Warehouse
All products which are not marked as oversea warehouse support will be shipped from China Warehouse.
For accessories, there are 5 options:
UPS SAVER EXPRESS within 4-8 business days.
DHL EXPRESS within 3-7 business days.
FedEX EXPRESS within 4-8 business days.
JCEX EXPRESS within 12-17 business days.
YANWEN EXPRESS within 15-20 business days.
For laser machine, there are 3 options:
UPS SAVER EXPRESS within 4-8 business days.
DHL EXPRESS within 3-7 business days.
FedEX EXPRESS within 4-8 business days.
We do not ship on Sunday or various national holidays.
In most cases, the package will be delivered within the estimated time of arrival. However, the actual delivery date may be affected by flight arrangements, weather conditions and other external factors. Please refer to the tracking information for the most accurate delivery date.
⏩Oversea Warehouse
Cloudray is equipped with four main oversea warehouses. All warehouse products can only be shipped to the related countries, which didn’t support multinational transport.
USA Warehouse: Only adapted to clients in the United States with free shipping. Remote locations require additional shipping.
AU Warehouse: Only adapted to clients in Australia with free shipping. Remote locations require additional shipping.
DE Warehouse: Only adapted to clients in European Union with free shipping.Remote locations require additional shipping
UK Warehouse: Only adapted to clients in the United Kingdom with free shipping. Remote locations require additional shipping.
⏩Pre-sale Products
All Pre-sale Products can’t be canceled during the waiting period after confirmation of customers. Please take reference of estimated arrival date on product details.
Delivered
Note: For tracking numbers, it may take a few days before they become active on the tracking website. If the information is not available please try again later. Please rest assured that the estimated shipping time is valid regardless of the tracking site updates.
During any period of your order, please don’t hesitate to contact us at any time if you need help.
Customer Support Center: info@cloudray.com
All customer support services and policies will be only applied to orders directly on https://www.cloudraylaser.com/.
All customer support services and policies will be only applied to orders directly on https://www.cloudraylaser.com/.
If your products are not purchased from our official website https://www.cloudraylaser.com/ but purchased through cloudray store on other shopping platforms, we will not be responsible for your order.
All Laser machines have 2-year warranty after purchase. During the warranty period, we will be responsible for all machine failure and damage except personal improper use, maintenance, or storage.
Please note that machine damage caused by the prolonged processing of highly reflective materials (such as copper, brass, gold, silver, etc.) is excluded from our warranty service, as back-reflection can cause irreversible damage to optical components.
Notice Again: Please don't hire any third party to fix your laser machine or any machine problem, Cloudray repair station will be responsible for them. A 2-year warranty is under the condition that all repair jobs will be operated by Cloudray officials, as you hire a third party to fix the machine, the 2-year warranty will be invalid.
Normally, our return policy only for laser accessories support 30 days easy return service after receipt. This return policy will come into effect when completing your order.
For laser machine product and high-value products(value ≥$1000) , we don't offer 30-return policy. Please confirm your request before your purchase.
Software licenses, activation keys, firmware licenses, digital content, downloadable software, and electronically delivered products are non-refundable once delivered, activated, downloaded, registered, accessed, or otherwise made available to the customer.
If your request for a refund exceeds the time on the return policy, we will not offer you any refund or exchange, except in special cases.To complete your return, we require a receipt or proof of your order. If your products are not purchased from our official website https://www.cloudraylaser.com/, but purchased through cloudray store on amazon/ebay etc., we will not be responsible for your order according to our policy. And in this circumstance, you will need to go to your buyer for after-sales service.
Under this condition, please do not return your purchase to the manufacturer directly.
All refunds must be processed after our confirmation that you send the correct product and they are in good condition. If any damage and loss led by the customer during the return progress, we will not be responsible for the loss. Please directly contact the responsible logistics providers.
All returned products are subject to inspection before any refund is approved.
Cloudray reserves the right to inspect:
Refund eligibility and refund amounts will be determined after inspection.
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
To qualify for the maximum refundable amount, returned products should be returned in substantially the same condition as received, including:
Cloudray reserves the right to assess the resale condition of returned equipment and apply lawful deductions where the condition of the returned goods reduces their market value or resale potential.
In this circumstance, you can email us to cancel your order by info@cloudray.com.
In this way, you will get the total amount you paid the fastest. Please remember do not submit a chargeback, because in that way your refund time will be lengthened, and a portion of the handling fee (charged by your paying bank) will be deducted from your refund.
In this circumstance, you should email us to intercept your package by info@cloudray.com as soon as possible. You will receive a refund for your purchase price and pay us the costs such as interception fees and additional duties incurred. Return shipping costs are non-refundable. You will be responsible for the cost of intercepting the package.
For Laser Machine, as it is a high-valued product, we don’t support return without any objective reason.
Refused shipments, undeliverable packages, failed delivery attempts caused by the customer, or returns resulting from refusal to pay duties, taxes, customs charges, or other government fees may be subject to:
These charges may be deducted from any eligible refund.
a. Unopened package(s) with its e-invoice: You will receive a refund for your purchase price and pay us a 10% service fee. Return shipping costs are non-refundable. You will be responsible for any return shipping costs.
b. Opened package(s), unused, with its e-invoice, with all original materials and packaging, undamaged: You will receive a refund for your purchase price, and pay us a 20% service fee. Return shipping costs are non-refundable. You will be responsible for any return shipping cost.
c. Opened package(s), used, unit no visible wear or damage, within 30 days of shipment with its e-invoice, with all original packaging and materials except the Proofgrade Materials, undamaged: You will receive a refund for your purchase price, and pay us a 50% service fee. Return shipping costs are non-refundable.
The machine is a high-value product, if you return our machine without any quality problems, you need to return it to our tech support center as the machine had been used, we can't judge the status of the machine, in this condition, the machine can't be sold again, it will be a giant loss for us, you need to return the machine to our China tech center and our tech support will check all machine details before our refund.
Only after we confirm all details of the machine are okay, we will process the 50% refund of your order, you need to pay 50% service fees. What's more, You will be responsible for all return fees which includes any return shipping cost and customs fee. Please consult the application before you purchase our laser machine.
d. Opened package(s), damaged or functional problem, please directly contact us to offer your evidence, our technician will evaluate and offer you the final judgment, as it is our duty, we will assist to fix and be responsible for all fees with our solution. We will not pay for your extra fee if you contact other third agency to fix our machine.
For Accessories, please read product details and confirm all needed parameters before purchase, we don’t accept returns due to any personal misunderstanding.
a. Unopened package(s) within 30 days of shipment with its original receipt: You will receive a refund for your purchase price and pay us a 15% service fee. Return shipping costs are non-refundable. You will be responsible for any return shipping costs.
b. Opened package(s), used or unused, within 30 days of shipment with its original receipt, with all original materials and packaging, undamaged: You will receive a refund for your purchase price, and pay us a 20% service fee. Return shipping costs are non-refundable. You will be responsible for any return shipping cost.
c. Opened package(s), damaged or functional problem, please directly contact us to offer your evidence, our technician will evaluate and offer you the final judgement, as it is our duty, we will assist to fix or resend you the new products.
If you are approved of our policy, your refund will be processed.
PS: The percentage of service fees mentioned above is based on the total price of goods, including tax and freight.
To return your product, please email us(info@cloudray.com) to get the shipping address, and we will give you a returned address. Except for quality problems, you will have to pay for your own shipping costs of item returning. Return shipping costs are non-refundable. Depending on where you live, it may take different time for your ordered and exchanged product to reach you. We will also update the tracking number of your order by email so that you can get the logistics information of your package.
After we receive the returned machine and check it over, we will process the refund and send you the relevant proof by email, which usually takes 3-5 business days to process. All refunds are in US dollars. When the refund will reach your account also depends on the efficiency of your paying bank. If you haven't received your refund for a long time after we process your refund, please check with the paying bank.
Please contact us to process return and refund instead of opening a chargeback, as the dispute is open, your original payment will be blocked by the bank or Paypal( depends on your payment method), we can’t process the refund to your account until the dispute is ended which will make the refund longer process longer.
Customers are encouraged to contact Cloudray Customer Support before initiating any chargeback, payment dispute, or claim.
Cloudray must be provided a reasonable opportunity to diagnose, troubleshoot, repair, replace, or otherwise resolve product-related issues before a refund request is evaluated.
Failure to cooperate with troubleshooting procedures may affect the outcome of a refund request where permitted by applicable law.
If there are special circumstances, please email info@cloudray.com for help.
Normally, our exchange policy starts when you receive the goods and ends 1 month after receipt. The exchange policy only applies to machines purchased from the official website https://www.cloudraylaser.com/.
If you find any manufacturing defect, malfunction, or parts missing after receiving your machine, and cloudray technician confirms that the issue is covered by the warranty and cannot be fixed, you will be able to request an exchange service.
you can request an exchange product. Cloudray will cover the cost of shipping to and from your location.
You can choose a warranty service or a paid exchange product.
⦿ Between 7 days and 15 days of receipt: you will need to pay us 15% service fee and be responsible for return shipping costs.
⦿ Between 15 days and 30 days of receipt: you will need to pay us 20% service fee and be responsible for return shipping costs.
Note: The percentage of service fees mentioned above is based on the total price of goods. If you require an exchange machine that costs more than you paid for, you'll have to pay the difference.
To exchange your product, please email us (info@cloudray.com) to state your situation first. Please do not return your machines directly, and we will not be responsible for the lost items in this case.
It usually takes 7-15 business days to process the exchange, and the transportation time depends on the distance and logistics. If you need to pay for some fees, we will ship your exchange machine after the payments arrive on our account.
You cannot request an exchange service if
For return, refund, exchange, warranty, or policy-related questions, please contact Cloudray support.
The following provisions have been added in response to updated European Union consumer protection requirements, including Directive (EU) 2023/2673, effective June 19, 2026.
Cloudray's products are primarily intended for industrial, commercial, educational, workshop, and professional use. As certain EU consumer protection laws may apply to eligible individual consumers, the provisions below provide additional information regarding order processing, withdrawal rights, and other applicable consumer protections under EU legislation.
For additional information regarding EU consumer rights, customers may refer to the official guidance provided by the European Union: Returns and the right of withdrawal - Your Europe
Last Updated: [15/06/2026]
This policy applies exclusively to eligible consumers residing within the European Union (“EU”) and supplements Cloudray’s Return & Exchange Policy.
If there is any conflict between this policy and Cloudray’s general Return & Exchange Policy, this policy shall prevail with respect to eligible EU consumer purchases.
This policy applies only to customers purchasing as consumers, meaning individuals acting for purposes wholly outside their trade, business, craft, profession, manufacturing activities, resale activities, commercial activities, workshop operations, entrepreneurial activities, or other income-generating purposes.
Orders placed by companies, manufacturers, workshops, educational institutions, commercial organizations, resellers, distributors, professional users, makers, DIY businesses, small businesses, entrepreneurs, studios, or individuals purchasing products for commercial, professional, manufacturing, production, resale, workshop, customization, business-development, or other income-generating purposes may not qualify for statutory consumer withdrawal rights under applicable law.
Examples may include, without limitation:
Consumer status will be determined based on the actual purpose of the purchase and intended use of the products, rather than solely on the legal status of the purchaser.
Cloudray reserves the right to request reasonable information regarding the intended use of the product and to determine whether a purchase qualifies as a consumer transaction or a business-related purchase.
Subject to applicable EU consumer protection laws, eligible consumers may withdraw from certain distance purchase contracts within fourteen (14) days without providing any reason.
For physical goods, the withdrawal period expires fourteen (14) days after the day on which the customer, or a third party designated by the customer, acquires physical possession of the goods.
To exercise the right of withdrawal, customers must submit a withdrawal request through Cloudray’s designated withdrawal form or provide another clear and unequivocal statement expressing their decision to withdraw from the contract before the withdrawal period expires.
Cloudray will acknowledge receipt of the withdrawal request by email.
Submitting a withdrawal request does not automatically entitle the customer to a full refund.
Product eligibility, applicable legal exceptions, product condition, and any diminished value assessment will be reviewed in accordance with this policy and applicable law.
Customers wishing to exercise their withdrawal rights must provide:
Purpose of Purchase options may include:
Cloudray may request additional information where reasonably necessary to verify eligibility and process the request.
Certain products are exempt from statutory withdrawal rights under applicable EU consumer protection laws.
The statutory right of withdrawal does not apply to digital content supplied electronically once performance has begun, provided that the customer has expressly consented to the immediate supply of digital content and acknowledged that the statutory right of withdrawal is lost once delivery or performance begins.
This includes, but is not limited to:
Once delivered, activated, downloaded, registered, accessed, or otherwise made available to the customer, such products are non-refundable.
The statutory right of withdrawal does not apply to goods manufactured, assembled, configured, modified, personalized, or otherwise supplied according to the customer’s specifications.
Examples include:
Such products are produced specifically for individual customer requirements and are exempt from withdrawal rights where permitted by applicable law.
Standard industrial equipment that is not customized may be eligible for withdrawal rights where required by applicable law.
Examples include:
Customers may inspect and test products only to the extent necessary to establish the nature, characteristics, and functioning of the goods.
Any use exceeding what would reasonably be permitted in a physical showroom may result in diminished value and a corresponding reduction in the refundable amount.
Examples include:
Customers must obtain written return authorization from Cloudray before returning any product.
Unauthorized returns may be refused and returned to the sender at the sender’s expense.
Upon approval of a withdrawal request, Cloudray will provide return instructions and the designated return address.
Unless otherwise required by applicable law, customers are responsible for the direct cost of returning goods.
This may include, without limitation:
Customers are responsible for ensuring returned goods are properly packaged and adequately protected during transportation.
Customers must provide valid shipment tracking information after dispatching returned goods.
Cloudray recommends the use of fully trackable and insured shipping services.
Failure to provide tracking information may delay processing of the withdrawal request and return.
Upon receipt of returned goods, Cloudray will inspect and evaluate:
Where permitted by applicable law, Cloudray reserves the right to reduce the refund amount to reflect any diminished value resulting from handling or use beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
Factors that may affect the refundable amount include, but are not limited to:
Any applicable deductions will be documented and communicated to the customer.
To qualify for the maximum refundable amount, returned products should be returned in substantially the same condition as received, including:
Cloudray reserves the right to assess the resale condition of returned industrial equipment and apply lawful deductions where the condition of the returned goods reduces their market value or resale potential.
Where a refund is due under applicable law, Cloudray will process the reimbursement after:
Where permitted by applicable law, Cloudray may withhold reimbursement until the returned goods have been received or the customer has supplied sufficient evidence of having returned the goods.
Refund amounts may be adjusted to reflect any diminished value identified during inspection, as permitted by applicable law.
Any deductions applied will be documented and communicated to the customer together with the refund determination.
Where a refund is due under applicable law, the refund may include:
The following may not be refundable unless required by applicable law:
Any deductions permitted under applicable law, including deductions for diminished value, may be applied before the final refund amount is issued.
To exercise your withdrawal rights or inquire about eligibility, please contact:
Cloudray Customer Support Center
Email: info@cloudray.com
This form is for eligible consumers residing in the European Union who wish to exercise their statutory right of withdrawal for an eligible online purchase made from Cloudray.
Quick Start Guide (Including Packing List): Download
Overall rating: 5.0 / 5 from 2 reviews.
The bwd is perfect, i use 3 of the plates in my xtool m2 machine, a little tip. If you have the M2 and the print module shift the upper plate to the side and the M2 can use the printhead normaly and leave the protective plate in its placeholder. The plates are also very easy to clean.
Anette C. 5/5 Verified
Cloudray Adjustable Honeycomb Table for Laser Engraver & Cutter
The honeycomb panel is flat and durable, height adjustable for easy focusing, ensures smooth smoke extraction, and prevents the accumulation of cutting debris.
Kim 5/5 Verified
Cloudray Adjustable Honeycomb Table for Laser Engraver & Cutter
You may check out all the available products and buy some in the shop
Return to shop