We hope you're delighted with your order. We understand that sometimes you would like a refund. As long as an item fits the requirements in this policy, we accept the return and give a refund in Canadian dollars.
1. How to Return
Depending on the order status, the return process varies. Please follow the instructions below to return the order.
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Order Placed
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Order Delivered
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At this point, we will try to cancel your order and give you a refund.
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Please don't open a chargeback, otherwise, the bank will charge you a handling fee. This will also prolong the refund process.
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2. Conditions of Return
If the order is already delivered, a return must be made within 30 days from the date of delivery. You will need to provide the original receipt and pay a service fee for the refund.
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Package Status
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Product Category
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Service fee*
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Unopened
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Machine
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10%
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Unopened
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Accessory
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15%
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Opened, Unused
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Machine
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15%
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Opened, Unused
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Accessory
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20%
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Opened, Used
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Machine
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30%
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Opened, Used
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Accessory
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20%
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All products, packages, and materials must be intact.
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If it's a machine, it must have lasered less than 50 times.
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Materials and filters purchased separately can't be returned.
*Note: The percentage of the service fee will be calculated on the total price of the order, including tax and shipping costs. Exchanging a product after delivery is not allowed.
3. How Long Does it Take
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In order to process your return in a timely manner, please include the packing slip, the order number, and the customer's name in the package.
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If you return the order on your own, please contact customer support and provide the tracking number so we can track the shipping progress.
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After we receive the returned product, it usually takes 3-5 business days for us to process the refund.
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We will examine the condition of the product and, once approved, send you a confirmation email. The bank will then handle the rest of the refund process.
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If you don't receive the refund for a long time after the confirmation email, please check with your bank.
4. Disclaimers
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Only approved returns requests are accepted.
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xTool, at its sole discretion, reserves the right to refuse returns of any merchandise that does not meet the return requirements as outlined in the refund and return policy.
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xTool will only accept returns to the address provided to you in your return confirmation email.
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xTool will not accept any drop-off returns. All returns must be mailed.
5. Got Questions?
