After-Sales Policy

一、Return & Refund

• What Is Covered:

  · Products purchased from the HTVRONT Official Online Store.
  · Returns requested within 15 calendar days, starting at 00:00 on the day after you receive your machine. You are responsible for the return shipping cost (unless covered by shipping insurance). Please contact our team (support@htvront.com) with your order number to initiate a return.
  
  
  
  
  *Key Notes:
  a. All products, packages, and materials must be intact and in resalable condition.
  b. Materials and tools purchased separately cannot be returned for non-quality-related reasons.
  c. Non-returnable items include digital content, clearance items, and discontinued products.
  d. Return Shipping Responsibility: HTVRONT covers return shipping for quality-related issues. For other returns, the customer is responsible.
  
  
  Policy for All Machines:
  · Once the machine has been used (cleaning and refurbishing used machines is time-consuming), returns and exchanges will NOT be accepted except for quality issues. Unacceptable scenarios include the inability to use the machine to cut one's own materials, dissatisfaction with the machine's color, operational habits not being compatible with the machine, etc.
  · If a fault occurs due to failure to follow the official usage and maintenance methods, warranty and return/exchange rights will be invalidated.
  · Extended Return Window: Products can be returned within 30 days of receipt.
  
  
  *Note:
  · If you are unsure about needing the machine, please do not use it, as this may void your return and exchange rights.
  · Please perform necessary maintenance and do not perform any unauthorized operations, otherwise you may lose return, exchange, and warranty rights.
  · Keep the original machine packaging, as its loss may affect the normal return process.
  
  

  What Is Not Covered:

  · Products received for more than 30 days (return) or 90 days (replacement).
  · The product was purchased from non-HTVRONT channels. · The product returned to HTVRONT does not include all original accessories, attachments or packaging, or items that were damaged due to improper use. · The product is found to be free of defects after all appropriate tests. · Failure or damage is caused by improper use, maintenance, or storage, such as: · improper handling; · Use the product for illegal purposes; · improper plugging or unplugging of external devices; · dropsor improper external crash; · exposure to improper temperatures, solvents, acids, alkalis, water intrusion, etc; · infestation of insects and rodents or intrusion of foreign objects resulting in the breakage, dust, damage of the product or parts (such as housing, components, wiring, etc.), etc. · Failure or damage is caused by any installation, repair, alteration, addition or disassembly by agencies or personnel who are not authorized by HTVRONT. · Modification, alteration or removal of the original identification information of the product or components. · Damage is caused by uncontrollable external events (fire, flood, strong wind or thunderstorm). · The product received fails to be sent back to HTVRONT within seven (7) calendar days after HTVRONT confirms the replacement request.

二、Product Issues Resolution

1. Wrong Item Received:
   1. If you receive an item different from what you ordered, we offer a full refund or reshipment. You will need to return the incorrect item first.
2. Damaged Item:
   1. If the item is damaged during shipping, we offer a full refund or replacement. You will need to return the damaged item.
3. Missing Item:
   1. If part of your order is missing during shipping, we offer a full refund or reshipment for the missing part.
4. Cosmetic Defect:
   1. If the received item has non-damage related cosmetic defects (e.g., scratches, color variance), HTVRONT will provide compensation or a replacement based on the situation.
5. Missing Accessories:
   1. If accessories are not fully included with the machine, we will resend the missing ones. If a brand new product itself is missing accessories, we may replace the entire machine for you.

三、Order Cancellation

• Orders cannot be canceled through the website after payment is completed. Please contact customer service immediately for assistance. If the order has already entered the shipping process, cancellation may not be possible.
• Refund Method: All refunds will be credited back to your original payment account.

四、Quality Guarantee & Warranty

1. Warranty Coverage:
   1. The machine comes with a one-year warranty from the date of purchase. For malfunctions caused by non-human factors (material or workmanship defects), HTVRONT will provide repair or replacement and cover the two-way shipping costs.
   2. After the warranty period expires, the customer is responsible for the repair costs and two-way shipping fees.
2. Non-Warranty Cases:
   1. Problems arising from customer misuse, accidents, unauthorized modifications, or failure to maintain/store the product as per the manual are not covered under warranty.
3. Warranty Details: For more detailed warranty terms, please refer to the specific "Machine Warranty Statement" published on the official HTVRONT website.

• Email: [support-au@htvront.com]
• Service Hours: [UTC+8，Monday to Friday, 9:00 AM - 6:00 PM (GMT+8) This policy is established by HTVRONT, who reserves the right of final interpretation. It may be updated without prior notice. Please refer to the latest version on the official website.