Save Up to $2500 Enjoy limited-time Fall savings on Senfeng Tools.

Return & Refund Policy

We want you to have confidence when purchasing from SENFENG TOOLS.

Because our products include industrial laser equipment, customized configurations, and specialized machinery, cancellation, returns, refunds, and warranty services are subject to the terms below.

Nothing in this policy limits any cancellation, return, refund, warranty, or other consumer rights that cannot legally be excluded or limited under applicable law.

1. Contact Us Before Canceling or Returning an Order

Please contact SENFENG TOOLS as soon as possible if you need to cancel an order or request a return.

All returns must be approved by SENFENG TOOLS before the product is shipped back.

Do not send a product to us without receiving return authorization and return instructions.

For approved returns, SENFENG TOOLS will provide the appropriate return or service address based on your location, order, product, and service requirements.

Customers must not independently select or use one of the regional addresses listed in this policy unless SENFENG TOOLS has specifically instructed them to do so.

Unauthorized returns may be refused or may result in additional processing, storage, or shipping costs.

To request a cancellation or return, please contact:

Email: support@senfengtools.com

Please provide:

  • Order number
  • Customer name
  • Product name/model
  • Reason for cancellation or return
  • Photos and/or videos where applicable

2. Order Cancellation Before Fulfillment

Free Cancellation Before Processing Begins

If an order has not yet entered production, customization, packaging, fulfillment, or shipment preparation, the customer may generally cancel the order free of charge.

Any approved refund will generally be issued to the original payment method.

Cancellation requests should be submitted as soon as possible because orders may move into production or fulfillment shortly after payment is received.

Cancellation After Production, Configuration, Packaging, or Shipment Preparation

If an order has already entered production, customization, configuration, packaging, fulfillment, or shipment preparation, cancellation may still be possible depending on the status of the order.

In such cases, a Cancellation/Processing Fee of 10%–15% of the order amount may apply to cover costs already incurred by SENFENG TOOLS.

The applicable fee will depend on the stage of production or fulfillment and the costs already incurred.

Customized, specially configured, or made-to-order products may be subject to additional cancellation restrictions.

If an order has already been shipped, the cancellation terms in Section 3 apply.

3. Cancellation or Return After Shipment

Once an order has been shipped, cancellation is generally treated as a return or shipment interception request rather than a free cancellation.

If the customer requests cancellation after shipment and the shipment can still be intercepted, the customer may be responsible for:

  • Original shipping or delivery costs actually incurred by SENFENG TOOLS
  • Shipment interception or carrier recall costs
  • Return shipping or freight charges
  • Storage or redelivery charges, where applicable
  • Customs, brokerage, or other logistics charges, where applicable
  • Necessary inspection, handling, or processing fees

For large or freight-delivered machines, return transportation and freight-related charges may be substantial.

If the shipment cannot be intercepted, the customer may need to receive the product and follow the applicable return process described below.

4. Non-Defective or Change-of-Mind Returns

Our return policy distinguishes between non-defective/change-of-mind returns and products affected by verified defects, shipping damage, or incorrect shipment. Different terms may apply to each situation.

Unless otherwise stated on the applicable product page, quotation, or sales agreement, eligible products may generally be considered for return within 30 calendar days of delivery.

Once a return is authorized, the customer must ship the item back within 14 calendar days of receiving the return authorization (RMA) instructions and provide valid tracking information. Failure to ship within this period may void the return authorization.

Due to the size, value, technical characteristics, and specialized nature of industrial laser equipment, not all products are eligible for change-of-mind returns.

Return eligibility will be determined based on the product type, condition, order configuration, and applicable sales terms.

To qualify for an approved non-defective return:

  • The return request must be submitted within the applicable return period.
  • The product must be in substantially the same condition as received. For industrial equipment shipped on pallets or in wooden crates, customers are strictly required to repackage the machine in its original crating/pallet with proper bracing. Damage incurred during return shipping due to improper or non-original packaging remains the sole responsibility of the customer and may result in the refusal of the return or substantial deductions from any refund.
  • The product must include the original packaging, accessories, manuals, and other materials where applicable.
  • The product must not have been improperly used, modified, damaged, or altered.
  • The product must be approved for return by SENFENG TOOLS before shipment.
  • The customer must follow the return instructions provided by SENFENG TOOLS.

For machines that have been installed, configured, operated, or used in production, SENFENG TOOLS may require an inspection before determining whether the product is eligible for return.

This policy does not limit any rights available to customers under applicable law.

5. Restocking Fees for Non-Defective Returns

For approved non-defective or change-of-mind returns, SENFENG TOOLS may charge a Restocking Fee based on the condition of the returned product and the costs required to inspect, restore, repackage, or resell the product.

The applicable Restocking Fee may take into account:

  • Product condition
  • Signs of use or operation
  • Installation or configuration
  • Missing accessories or components
  • Packaging condition
  • Inspection costs
  • Repackaging costs
  • Depreciation
  • Restoration or handling requirements

For approved non-defective returns, a restocking fee of 15%–30% (depending on the product's packaging condition, inspection, and testing required) will be deducted from the total refund.

This fee is separate from shipping, freight, customs, and other return-related costs.

6. Industrial Machine Return Conditions

Due to the nature, size, value, and technical characteristics of industrial laser equipment, a machine that has been installed, configured, operated, modified, or used in production may not qualify for a standard change-of-mind return.

For machines that have been operated after delivery, SENFENG TOOLS may require:

  • Technical inspection
  • Photos or videos of the machine
  • Operating information
  • Serial number verification
  • Confirmation of machine condition
  • Other reasonable information necessary to evaluate the return

The final return eligibility and any applicable Restocking Fee will depend on the machine's condition and the circumstances of the return.

This policy does not limit any rights available to customers under applicable law.

7. Customized and Made-to-Order Products

Customized, specially configured, personalized, or made-to-order products may not be eligible for cancellation or return once production or customization has started.

This may include products involving:

  • Custom specifications
  • Special configurations
  • Customized branding
  • Customer-specific production
  • Non-standard components
  • Special electrical or technical requirements
  • Other customer-requested modifications

Applicable cancellation and return restrictions will be communicated before or during order confirmation where reasonably practicable.

8. Return Shipping and Other Return Costs

Unless the return is caused by a verified product defect, incorrect product shipment, shipping damage, or another issue for which SENFENG TOOLS is responsible, the customer may be responsible for return-related costs, including:

  • Return shipping costs
  • Return freight charges
  • Shipment interception or recall charges
  • Packaging costs
  • Customs or brokerage fees
  • Storage or redelivery charges
  • Applicable Restocking Fees
  • Necessary inspection, handling, or processing fees

Any original shipping or delivery charges actually incurred by SENFENG TOOLS may also be deducted from the refund where applicable.

For large or freight-delivered machines, return transportation costs may be substantial.

9. Damaged or Incorrect Products

If you receive a product that appears damaged during transportation or an incorrect product was shipped, contact SENFENG TOOLS as soon as possible.

Please provide:

  • Order number
  • Photos of the external packaging
  • Photos or videos of the damage
  • Photos of the product and shipping label
  • A description of the issue

For freight shipments, customers should document visible damage on the carrier's delivery receipt where possible.

We will investigate the issue and, where appropriate, coordinate repair, replacement, or another suitable remedy.

Customers must inspect the external packaging upon delivery. Any visible damage must be noted on the carrier's Delivery Receipt (BOL). Any damage or discrepancy must be reported to SENFENG TOOLS within 48 hours (or 3 business days) of delivery with photos/videos.

10. Product Defects

If a product has a verified manufacturing defect, SENFENG TOOLS may provide one or more of the following remedies, subject to the applicable warranty:

  • Technical support
  • Replacement parts
  • Repair
  • Product replacement
  • Other remedy permitted under the applicable warranty

The appropriate remedy will depend on the nature and severity of the defect.

A verified product defect is not subject to the standard change-of-mind return terms described above.

11. Warranty

SENFENG TOOLS provides a limited warranty for eligible products.

Standard Warranty Period: 1 Year

The applicable warranty period may vary by product and may be stated on the product page, invoice, quotation, warranty document, or other applicable sales documentation.

Warranty coverage generally applies to defects in materials or workmanship under normal use and in accordance with the applicable product documentation.

12. Warranty Exclusions

Unless otherwise required by applicable law, warranty service does not cover damage or failure resulting from:

  • Misuse or abuse
  • Accidental damage
  • Improper installation
  • Improper electrical connection
  • Failure to follow the user manual
  • Unauthorized modification or repair
  • Use outside specified operating conditions
  • Improper maintenance
  • Normal wear and tear
  • Consumable parts
  • Damage caused by unsuitable materials or operating conditions
  • Damage caused by external equipment or third-party products
  • Damage caused by natural disasters or other events outside our reasonable control

Consumable components may have separate service or replacement terms.

13. Technical Support Before Return

Because many equipment issues can be diagnosed or resolved remotely, SENFENG TOOLS may require customers to work with our technical support team before approving a return for a suspected product issue.

Technical support may request:

  • Photos
  • Videos
  • Machine error messages
  • Operating information
  • Serial number
  • Software information
  • Test results

This process helps determine whether the issue can be resolved through troubleshooting, replacement parts, remote technical support, or another remedy without returning the equipment.

14. Refund Processing

Once your return is received at our regional facility, inspection typically takes 3–5 business days. Upon approval, your refund will be processed to the original payment method within 5–10 business days, depending on your bank or credit card issuer. we will notify you whether the refund has been approved.

Approved refunds will generally be issued to the original payment method.

Refund timing may depend on:

  • Return inspection
  • Payment processor
  • Bank processing
  • Card issuer
  • Other financial institutions

Depending on the circumstances of the return, the refund may be reduced by applicable charges, including:

  • Original shipping or delivery costs actually incurred by SENFENG TOOLS
  • Return shipping or freight costs
  • Shipment interception or recall costs
  • Customs or brokerage fees
  • Installation or training fees that have already been provided or incurred
  • Restocking Fees
  • Processing or handling fees
  • Other applicable charges disclosed before or at the time of purchase

15. Software, Digital Products & Consumables

Non-returnable consumable parts include, but are not limited to: protective lenses, focus/collimator lenses, laser nozzles, wire feeding nozzles, welding tips, protective gloves, and opened cleaning agents/wire spools, unless received defective upon arrival.

16. Exchanges

Product exchanges are generally considered for:

  • Verified manufacturing defects
  • Incorrect products shipped by SENFENG TOOLS
  • Products damaged during shipment where replacement is appropriate

All exchanges require prior authorization.

The specific exchange or replacement process will depend on the product, availability, and nature of the issue.

17. Regional Service & Return Addresses

SENFENG TOOLS maintains regional service and receiving locations in the United States, Australia, and Germany.

The applicable address for a return, repair, replacement, inspection, or other after-sales service will be designated by SENFENG TOOLS based on the customer's location, order, product, and service requirements.

United States

SENFENG TOOLS
2775 E Philadelphia St Ontario, CA 91761 United States

Australia

SENFENG TOOLS
15 Century Dr Braeside VIC 3195 Australia

Germany

SENFENG TOOLS
Waldstraße 76A63128 Dietzenbach Germany

Important: These addresses are not general walk-in return addresses. Customers must receive written authorization and specific return or service instructions from SENFENG TOOLS before shipping any product to a regional location.

SENFENG TOOLS reserves the right to designate a different service or receiving location when necessary based on the nature of the product or service request.

18. No Unauthorized Returns

Customers must receive return authorization and return instructions from SENFENG TOOLS before shipping any product back.

We are not responsible for products sent to an unauthorized address or location.

Products sent to the wrong regional location may result in additional transportation, handling, storage, or processing costs.

19. Contact Us

For cancellation, return, refund, or warranty assistance:

Senfeng Laser USA Inc.
Email: support@senfengtools.com
Phone: +1 626 774 6507
Business Hours: Monday–Friday, 8:30 AM–5:30 PM PDT

Address: 2775 E Philadelphia St, Ontario, CA 91761