Return and Refund Policy

Refund and Return Policy

Scope of Application

This policy applies to all consumers who purchase goods on this website. Please read this policy carefully before purchasing goods. Once you complete the purchase, it means that you have understood and accepted all the terms and conditions of this policy.

Return Conditions

CNC machines are different from ordinary small commodities. The costs of production, purchase, transportation and installation are very high. We guarantee that every product shipped has undergone complete and strict factory quality inspection, and we will try our best to ensure the safety of the goods during transportation. However, quality problems may still occur due to insufficient understanding of the product by the user or our negligence. Our after-sales service will try our best to communicate with the customer and try to solve them.If the user really wants a refund, we provide a 30-day return window period. If the product meets the following return policy during this window period, we will provide you with a return service. Of course, it doesn’t matter if you miss the window period. We will still provide the after-sales warranty service we promised.

1. The machine was purchased from CATEKCNC (excluding CATEKCNC agents).

2. It has not been more than 30 days since you received the goods.

3. The machine has not been damaged due to improper operation, improper storage, etc., and it does not affect the secondary sale of the machine.

4. The goods you received have quality problems, such as damage, deformation, functional failure, etc.

5. It does not meet the specifications, models, configurations, etc. agreed in the contract, or fails to achieve the processing accuracy advertised by the company for the machine.

6. Subjective reasons such as the machine failing to meet the user's expectations.

Refund Conditions

Due to the particularity of CNC machines, and most of the machines are customized by customers (non-standard products), we need some time to produce after receiving customer orders. Customers need to pay a certain deposit (50% of the machine price) to confirm the order to prevent factory production losses caused by malicious orders from customers.

After the order is confirmed, we still allow customers to cancel the order, but the deposit will not be refunded (this is also a common practice in the industry, please understand our difficulties). In order to ensure the smooth transaction purchase, please be sure to communicate clearly with the salesperson before placing an order to ensure that the machine can indeed meet your processing needs. If necessary, we provide free proofing services.

After the user receives the product, if there is any problem with the use of the product, our after-sales team and technical team will try their best to solve your problem, but if you still want to return the product for some reason (you need to meet the "return conditions" in this agreement), the refund is divided into two situations:

1. If the return is indeed caused by product quality problems, we will bear the logistics costs and refund all the money you paid for the machine.

2. For returns caused by subjective reasons of the customer, the customer needs to bear the logistics costs and pay us a certain amount of liquidated damages.

Return Process

1. Request a return

   Please contact our after-sales customer service or the salesperson who serves you and explain the reason for the return. If the return is due to quality issues, please provide clear photos or videos and other evidence when applying for a return to prove that the product has quality issues. After customer service confirms that you meet our return policy, we will guide you into the return process.

2. Product Return

   Please ensure that the machine and its accessories, various knives, etc. are complete, and then contact our after-sales staff, who will assist you in contacting customs logistics for transportation.

3. Refund

   After receiving your returned product, our after-sales staff will check the machine to ensure that it meets the return criteria. After confirmation, we will contact you for refund processing.