Notification:

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.

Refund&Return Policy

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.

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.

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.

Refundable situation and related policy

▸Return policy

If you are approved of our policy, your refund will be processed.

▸Return method

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.

▸Return  Address

▸Refund arrival time

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.

Non-refundable situation

• Only regular-priced items can be refunded, all discounted products can’t be refunded.
• All pre-sale products can’t be canceled after 24 hours, as your order had been submitted to our factory to process the produce.
• Exchanging products that have been received is not allowed in normal situations.
• Machines and accessories after 30 days of shipment or print more than 50 times are no longer eligible for return.
• Package with visible wear or damage is unable to be returned.
• Materials and filters purchased separately (not come with machine) will not able to be returned or replaced except for quality problems.

 If there are special circumstances, please email info@cloudray.com for help.

Exchange Policy

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/.

▸Exchangeable Situation

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.

Exchange terms

Exchange method

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.

Exchange arrival time

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.

▸Non-exchangeable situation

You cannot request an exchange service if

• The product has been received for more than 30days.
• The product was purchased from other third-party platforms.
• The product returned to Cloudray does not include all original accessories, attachments or packaging, or items that were damaged due to improper use.
• The product is found to be free of defects after all appropriate tests.
• Failure or damage is caused by improper use, maintenance, or storage, such as:
  • ⦿ improper handling;
  • ⦿ use of the product not for the is not for the reasonably intended purpose;
  • ⦿ improper plugging or unplugging of external devices;
  • ⦿ drops or improper external crash;
  • ⦿ exposure to improper temperatures, solvents, acids, alkalis, water intrusion, etc;
  • ⦿ infestation of insects and rodents or intrusion of foreign objects resulting in the breakage, dust, damage of the product or parts (such as housing, components, wiring, etc.), etc.
• Failure or damage is caused by any installation, repair, alteration, addition, or disassembly by agencies or personnel who are not authorized by Cloudray.
• Modification, alteration or removal of the original identification information of the product or components.
• Damage is caused by uncontrollable external events (fire, flood, strong wind or thunderstorm).
• The product received fails to be sent back to Cloudray within seven (7) calendar days after Cloudray confirms the replacement request.

Additional Terms for EU Consumers

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

1. Scope of Application

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:

• Small business operations
• Home-based businesses
• Maker businesses
• Craft businesses
• Personalized product businesses
• Custom engraving businesses
• Jewelry production businesses
• Workshop operations
• Commercial manufacturing activities
• Product resale activities
• Service-based production activities

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.

2. Right of Withdrawal

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.

3. How to Exercise the Right of Withdrawal

Customers wishing to exercise their withdrawal rights must provide:

• Order Number
• Customer Name
• Email Address
• Country of Residence
• Product Purchased
• Purpose of Purchase

Purpose of Purchase options may include:

• Personal / Hobby Use
• Educational Use
• Business Use
• Workshop / Studio Use
• Manufacturing Use
• Resale Use
• Other

Cloudray may request additional information where reasonably necessary to verify eligibility and process the request.

4. Products Excluded from the Right of Withdrawal

Certain products are exempt from statutory withdrawal rights under applicable EU consumer protection laws.

4.1 Digital Products and Software Licenses

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:

• Software licenses
• Activation keys
• Firmware licenses
• Software upgrades
• Downloadable software
• Digital files
• Electronic content
• Online services delivered electronically

Once delivered, activated, downloaded, registered, accessed, or otherwise made available to the customer, such products are non-refundable.

4.2 Custom-Built and Made-to-Order Products

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:

• Custom voltage configurations
• Customized machine assemblies
• Special work area configurations
• Custom fixtures
• Custom tooling
• Special laser source configurations
• Personalized machine modifications
• Customized software integrations
• Non-standard machine configurations
• Products manufactured or assembled specifically upon customer request

Such products are produced specifically for individual customer requirements and are exempt from withdrawal rights where permitted by applicable law.

5. Standard Industrial Equipment

Standard industrial equipment that is not customized may be eligible for withdrawal rights where required by applicable law.

Examples include:

• Standard Fiber Laser Marking Machines
• Standard UV Laser Marking Machines
• Standard MOPA Laser Systems
• Standard Rotary Accessories
• Standard Machine Accessories

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:

• Commercial production use
• Manufacturing activities
• Material processing
• Engraving operations
• Marking operations
• Welding operations
• Cutting operations
• Cleaning operations
• Extended operating time
• Software activation
• Production parameter setup
• Commercial workflow integration
• Consumable usage
• Modification of factory settings
• Installation into a production environment

6. Return Authorization Requirement

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.

7. Return Shipping Responsibilities

Unless otherwise required by applicable law, customers are responsible for the direct cost of returning goods.

This may include, without limitation:

• Return shipping costs
• Freight charges
• Insurance costs
• Customs duties
• Import taxes
• Export fees
• Brokerage fees
• Other transportation-related charges

Customers are responsible for ensuring returned goods are properly packaged and adequately protected during transportation.

8. Return Shipment Documentation

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.

9. Inspection and Diminished Value Assessment

Upon receipt of returned goods, Cloudray will inspect and evaluate:

• Product condition
• Packaging condition
• Included accessories
• Physical wear
• Cosmetic condition
• Software activation status
• Operating status
• Operating history
• Signs of commercial or production use
• Modification history
• Overall resale condition

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:

• Missing accessories
• Missing packaging
• Physical damage
• Cosmetic damage
• Software activation
• Excessive operating hours
• Commercial use
• Production use
• Unauthorized modifications
• Reduced resale value
• Missing documentation

Any applicable deductions will be documented and communicated to the customer.

9.1 Industrial Equipment Resale Condition

To qualify for the maximum refundable amount, returned products should be returned in substantially the same condition as received, including:

• Original packaging
• All manuals and documentation
• All accessories and included components
• No physical damage
• No unauthorized modifications
• No significant signs of commercial or production use

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.

10. Refund Processing

Where a refund is due under applicable law, Cloudray will process the reimbursement after:

• Returned goods have been received by Cloudray;
• Product inspection has been completed;
• Any diminished value assessment has been completed.

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.

11. Refund Amount

Where a refund is due under applicable law, the refund may include:

• The purchase price paid for the product;
• Standard outbound shipping charges originally paid by the customer.

The following may not be refundable unless required by applicable law:

• Expedited shipping charges
• Premium delivery services
• Installation services
• Training services
• Extended warranty services
• Customs duties
• Import taxes
• Other optional services purchased separately

Any deductions permitted under applicable law, including deductions for diminished value, may be applied before the final refund amount is issued.

12. Contact Information

To exercise your withdrawal rights or inquire about eligibility, please contact:

Cloudray Customer Support Center

Email: info@cloudray.com