Refund policy

Return & Warranty Policy

At Carverall, we want every customer to feel confident when purchasing and using our laser engraving machines. This Return & Warranty Policy explains how returns, exchanges, warranty service, replacement parts, and non-refundable items are handled.

By placing an order on our website, you agree to the terms below.

30-Day Limited Return Policy

Carverall accepts eligible return requests within 30 days of delivery.

To qualify for a return, the product must be:

• Purchased directly from the Carverall official website
• Returned within 30 days of delivery
• Unused and in original condition
• Returned with all original accessories, manuals, parts, cables, tools, and packaging
• Packed in the original shipping carton and protective materials

Returns that do not meet these conditions may be refused or may be subject to additional fees.

Before returning any item, customers must contact Carverall customer support and receive return authorization. Returns sent without approval may not be accepted.

Opened or Used Product Returns

If a product has been opened, assembled, tested, or used, but is still approved for return, a restocking fee of 20%-30% may be deducted from the refund.

The final restocking fee depends on the product condition, missing accessories, packaging condition, cleaning requirements, and resale condition.

Customers are responsible for return shipping costs unless the return is caused by a confirmed product quality issue.

Original Packaging Requirement

Customers must keep the original packaging during the return window.

Laser engravers are precision machines and must be shipped with proper protective packaging. If the original packaging is missing, damaged, or incomplete, the customer is responsible for any additional packing cost, return shipping risk, damage during transit, or carrier claim failure.

Carverall may refuse a return if the machine cannot be safely shipped back.

Quality Issues and Warranty Service

For product quality issues, Carverall will first provide remote troubleshooting and technical support.

Depending on the confirmed issue, Carverall may offer one of the following solutions:

• Software or setup guidance
• Replacement parts
• Repair guidance
• Component replacement
• Machine replacement, when necessary
• Refund, only when other reasonable solutions are not available

For most quality-related issues, Carverall will prioritize replacement parts or component replacement instead of full machine return.

Customers may be asked to provide photos, videos, error messages, order information, machine serial number, and troubleshooting results to help confirm the issue.

1-Year Limited Warranty

Carverall laser engraving machines include a 1-year limited warranty from the date of delivery.

The warranty covers defects in materials or workmanship under normal use. It does not cover damage caused by misuse, improper installation, unauthorized modification, poor maintenance, accidents, unsuitable materials, incorrect power supply, liquid damage, fire damage, or normal wear and tear.

Warranty service is available only to the original purchaser and applies to products purchased directly from the Carverall official website.

Shipping Damage

If your order arrives damaged, please contact Carverall support within 7 days of delivery.

Please provide:

• Order number
• Photos of the outer shipping carton
• Photos of internal packaging
• Photos or videos of the damaged item
• Carrier tracking number

Do not discard the packaging before the claim is resolved. Missing packaging may affect the shipping claim result.

Missing Parts or Accessories

If your order is missing parts or accessories, please contact us within 7 days of delivery.

After verification, Carverall will arrange replacement parts when applicable. Missing parts claims submitted after extended use may require additional review.

Return Shipping Cost

Return shipping cost depends on the reason for return:

Carverall is not responsible for returns lost or damaged during return shipping caused by improper packaging.

Refund Processing

After the returned product is received and inspected, Carverall will notify the customer of the refund approval status.

Approved refunds will be issued to the original payment method. Shipping fees, restocking fees, missing accessory costs, damage costs, and other applicable deductions may be subtracted from the refund.

Refund processing time may vary depending on the payment provider.

Exchanges and Replacement Machines

Carverall may offer a replacement machine if a serious product defect is confirmed and cannot be resolved by replacement parts or remote troubleshooting.

Replacement machines may be new or equivalent-condition units depending on inventory and case details.

U.S. Replacement Parts Support

Carverall keeps commonly used replacement parts in the United States whenever possible to support faster after-sales service.

Warranty Exclusions

The warranty does not cover:

• Damage caused by incorrect assembly or installation
• Damage caused by using unsafe or unsuitable materials
• Damage caused by engraving PVC, vinyl, or unknown materials
• Damage caused by poor ventilation or smoke buildup
• Damage caused by unauthorized repair or modification
• Damage caused by drops, impact, water, fire, or power surge
• Normal wear and tear
• Cosmetic scratches after use
• Consumables and wear parts
• Products purchased from unauthorized sellers
• Products without valid proof of purchase

How to Request Support, Return, or Warranty Service

To request support, please contact Carverall customer service before sending any item back.

Please include:

Order number
Product model
Serial number, if available
Description of the issue
Photos or videos showing the issue
Troubleshooting steps already tried

Our support team will review the case and provide the next step, which may include remote troubleshooting, replacement parts, repair guidance, exchange, return authorization, or refund review.

Important Laser Safety Notice

Laser engraving machines must be used responsibly. Always follow the user manual, wear proper laser safety protection, use adequate ventilation, and never leave the machine running unattended. Do not engrave PVC, vinyl, or unknown materials, as they may release harmful gases.