Refund policy
Our refund policy is valid for 30 days from the date you receive your product. This policy takes effect upon order completion. If your refund request exceeds this period, we cannot offer a refund or exchange, except in special cases.
To process your refund, we require a receipt or proof of purchase. If your products were purchased through channels other than orturlaser.com, we will not handle the refund. In this case, please contact your seller for after-sales support. Do not return your purchase directly to the manufacturer.
▸ Refund Policy
We hope you're satisfied with your order. However, if you need a refund and meet the conditions outlined below, we will process it accordingly.
Depending on your order status, please follow the steps below:
1. Your package hasn't been shipped:
If your order has not been shipped, please email us at support@orturlaser.com within 12 hours to cancel your order. A full refund will be issued. Please avoid opening a chargeback, as it may extend the refund processing time and result in a deduction of handling fees by your payment provider.
2. Your package is in transit:
If your package is already on the way, please email us at support@orturlaser.com as soon as possible to intercept it. A refund will be issued, but you will need to cover interception fees and any additional duties incurred. Return shipping costs are non-refundable.
3. Your package has been received:
- You are responsible for all return shipping costs, whether the package has been opened or not.
- If the product has no manufacturing defects and is returned within 10 to 30 days of receipt, you must provide the original receipt and pay a service fee.
| Package Status | Product Category | Service Fee* |
|---|---|---|
| Unopened | Machine | 10% |
| Unopened | Accessory | 5% |
| Opened, Unused | Machine | 20% |
| Opened, Unused | Accessory | 10% |
| Opened, Used | Machine | 30% |
| Opened, Used | Accessory | 15% |
Note:
- The service fee is calculated based on the total order price, including taxes and shipping costs.
- The service fee does not include return shipping costs.
4. Non-refundable situations:
- Products purchased from non-orturlaser.com channels.
- Non-returnable materials.
- Products damaged due to fire, flood, or other force majeure events.
- Product exchanges are generally not allowed.
- Machines and accessories that have exceeded 30 days of shipment or have been used more than 30 times.
- All products, packaging, and materials must remain intact. Damaged packaging may affect return eligibility.
▸ Refund Method
To return your product, please email us for the return shipping address. Except for quality-related issues, you are responsible for return shipping costs, which are non-refundable. Depending on your location, return shipping times may vary. Please provide the tracking number via email so we can monitor the return status.
▸ Refund Processing Time
Once we receive and inspect the returned product, we will process the refund within 3-5 business days and provide confirmation via email. Refunds are issued in US dollars. The time it takes for the refund to appear in your account depends on your payment provider. If you experience delays, please check with your bank.
▸ Additional Notes
- If you encounter special circumstances, please contact us at support@orturlaser.com.
- Ortur is not liable for personal injury or indirect damages, including but not limited to loss of profits, data, or business interruptions caused by the use or inability to use Ortur's products.
- This refund policy is subject to change in accordance with local laws and regulations. Ortur reserves the right to interpret and modify this policy at its sole discretion.