THE LASER MACHINE CO · LEGAL
Returns & Refund Policy
At The Laser Machine Co, we want you to be completely satisfied with your purchase. This policy sets out your rights and our process for returns, refunds, and faulty goods.
Our Returns Position
The Laser Machine Co supplies professional equipment to business customers — clinics, salons, and practitioners purchasing for commercial use. Our machines are manufactured to order, and the majority of purchases are made as part of a training and equipment package through Alex James Training Academy.
Because of this, returns are uncommon in practice. However, we consider return requests for machine-only purchases on a case-by-case basis, provided the following conditions are met:
- The machine must be unused and in its original condition
- All original packaging must be intact
- All included accessories, manuals, and safety equipment must be present
- You must contact us before returning anything
Please note: Where training has been attended as part of your purchase, the training element is non-refundable as it constitutes a completed service. Return requests will not be considered for machines that have been used.
How to Initiate a Return
Contact us before sending anything back — do not ship the machine without speaking to us first. We'll confirm your return is eligible and provide full instructions.
Return shipping costs are the responsibility of the customer. We strongly recommend using a tracked, insured courier service as we cannot accept responsibility for machines lost or damaged in transit on the way back to us.
Refund Process
If a return is agreed, we will inspect the machine on receipt and process your refund promptly once it has been confirmed as unused and complete. Refunds are issued to the original payment method.
If the machine shows any signs of use, damage, or is returned incomplete, we reserve the right to refuse the return or deduct an appropriate amount from the refund to cover any reduction in value.
Faulty or Damaged on Arrival
If your machine arrives damaged or develops a fault, contact us immediately. We aim to respond to all fault reports as quickly as possible — in most cases the same day.
Many issues can be resolved quickly with remote guidance, and our team will work through the problem with you step by step. If the machine cannot be resolved remotely, we'll arrange collection and either repair or replace it at no cost to you.
QUESTIONS ABOUT THIS POLICY?
Get in touch and we'll be happy to help.