Refund policy
Last Updated: January 17, 2026
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Please note that returns are only supported after confirmation via our customer service email.
1. How to Return
To start a return, you must contact us at info@artilumelab.com. Returns sent back to us without first requesting a return will not be accepted. We do not accept return applications from unofficial channels.
If your return is accepted, we will send you a return shipping label and instructions. You are required to pay the service fee and return shipping fee.
2. Conditions of Return & Service Fees
Important: For items that arrive damaged or defective, you must provide supporting video/photos. If the customer fails to provide such proof, the return will be considered "Buyer's Remorse".
Service Fee Table
| Region | Category | Package Status | Service Fee |
|---|---|---|---|
| US & EU | Machine | Unopened | 10% |
| Machine | Opened / Used | 20% | |
| Accessories | Unopened | 10% | |
| Accessories | Opened / Used | 20% | |
| Other Countries* | Machine/Acc. | Unopened | 20% |
| Machine/Acc. | Opened / Used | 30% | |
| Global | Software / G-code | N/A | Non-refundable |
*Other countries include Australia, Russia, UK, Canada, Mexico, etc.
Key Restrictions:
- Laser Use: For machine returns, the number of laser irradiations must be less than 50 times.
- Consumables: Materials, filters, and customized items cannot be returned.
- Refurbished Items: Used/refurbished products have the same warranty but cannot be returned.
- Parts: Power cords and similar parts can be replaced for free within 1 week; thereafter, the customer bears all costs.
3. Processing Time
After we receive and inspect the returned product (which takes 3-5 working days), we will notify you of the approval or rejection of your refund.
If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please note that it can take additional time for your bank to post the refund.
4. Disclaimers
- Artilume reserves the right to refuse any merchandise that does not meet the requirements set forth above.
- We only accept returns sent to the address provided in our official confirmation email. No on-site returns accepted.
- If the outer box is damaged upon arrival at your site, please take photos/videos immediately to support your claim.
