Return & Warranty Policy

HT Marker supplies professional-grade industrial marking equipment manufactured by selected manufacturing partners. Because our laser systems and dot peen markers are heavy, high-value assets, we operate strictly under B2B commercial terms  (Business-to-Business) . We prioritize machine repair, parts replacement, and dedicated remote technical support over returns.

Please read the following policies carefully before submitting a claim.

🔄 1. Return Policy

If you encounter an operational issue, you must first contact our engineering team for remote troubleshooting. Most issues are software-related or quickly resolved via a video call.

If a return is absolutely necessary and approved by our management, the following strict conditions apply:

  • Return Window: Eligible products may be returned within 14 calendar days after delivery, subject to the conditions below. After 14 days, all sales are considered final and fall exclusively under our Warranty Policy. 

  • Condition of Returned Goods: The machine must be 100% unused, unfired, and in its original, unopened condition. It must be repacked in its original wooden crate with all manuals, software USBs, and accessories intact.

🛑 CRITICAL RULE: USED MACHINES CANNOT BE RETURNED If a laser tube has been fired, or a dot peen stylus has been used to strike metal, the machine is classified as “Used Industrial Equipment.” Used machines are strictly non-returnable and non-refundable.

  • 40% Restocking Fee: All approved returns are subject to a mandatory 40% restocking fee based on the purchase price. This covers the initial testing, handling, labor, and administrative costs.

  • Return Shipping & Insurance: The buyer is 100% responsible for all return freight costs, including booking the carrier, customs clearance, and transit insurance. Original shipping costs paid at the time of purchase are non-refundable. If the machine is lost or damaged during return transit, HT Marker will not issue a refund.

🚫 2. Non-Returnable Items

For quality control and customization reasons, the following items cannot be returned or exchanged under any circumstances:

  • Custom-built or specially modified machines (e.g., custom voltages, non-standard marking areas).

  • Consumables (Laser sources, optical lenses, marking pins).

  • Optional rotary attachments, customized fixtures, or software licenses.

💳 3. Refund Processing

Once your returned machine is received at our facility, our technicians will conduct a thorough inspection (which may take up to 7 business days).

  • If the machine passes inspection (confirming it is unused and undamaged), we will process your refund minus the 40% restocking fee.

  • The balance will be credited back to your original credit card or bank account within 7 to 14 business days, depending on your payment gateway (e.g., Airwallex/Stripe) or bank’s processing times. 

🛡️ 4. 1 Year Limited Warranty (Parts & Support)

HT Marker stands behind the durability of our equipment. We provide a comprehensive “Parts-Only & Remote Support” warranty to keep your production line running.

  • What is Covered: We offer a 1-Year Limited Warranty on the main machine and its core electrical/mechanical components (e.g., control boards, step motors, power supplies, touch screens) starting from the date of delivery.

  • Free Replacement Parts: If a core component fails due to a manufacturing defect under normal industrial use, HT Marker will provide the replacement part for free.

  • No On-Site Labor: As an international manufacturer, HT Marker does not provide on-site repair labor, technician visits, or cover local third-party repair bills. Our warranty provides the parts and the remote video/email guidance needed for your in-house technicians to swap the component.

✈️ SHIPPING COSTS FOR WARRANTY PARTS While HT Marker covers the cost of the replacement part, the buyer is fully responsible for the international express shipping costs (e.g., DHL/FedEx) and any local import duties associated with receiving the warranty parts.

⚠️ 5. Warranty Exclusions (Consumables)

Industrial marking inherently consumes certain components. The following consumables, wear-and-tear items, and user-caused damages are strictly excluded from the 1-year warranty:

  • Dot Peen Consumables: Tungsten carbide marking pins (stylus), pin springs, and O-rings.

  • Laser Consumables: Laser tubes/sources (The laser source is covered for manufacturing defects during the stated warranty period. Normal power degradation, misuse, contamination, optical damage and operation outside the specified conditions are excluded. ), optical f-theta lenses, protective mirrors, and safety goggles.

  • Improper Use: Damage caused by improper installation, lack of grounding wire, power surges, lack of maintenance (e.g., failure to clean lenses), or operating the machine in extreme environments (high humidity, severe metal dust without enclosure).

To initiate a warranty claim or request technical support, please contact: info@htmarker.com