For safety and security, each customer is allowed to create only one registered account by default. For customers who attempt to create several accounts, we reserve the right to suspend accounts without further notice.
In accordance with Customs regulations customers must provide valid and accurate data . All consignee names, address and payers name should be valid. In certain countries the consignee may have to submit their ID or passport to clear the package or for payment verification purpose. Customers are solely responsible for the accuracy of data that they provide to Mactron. Should any information be incorrect and prevent any shipment or deliveries or customs clearance, Mactron Laser will not held responsible and will not offer any compensation in such cases.
Whilst all efforts are made to ensure accuracy of product descriptions, specifications and pricing there may be occasions where errors arise. Should such a situation occur Mactron Laser cannot accept your order. In the event of a mistake you will be contacted with a full explanation and a corrected offer. The information displayed is considered as an invitation not as a confirmed offer for sale. The contract is confirmed upon supply of goods.
Given the popularity and/or supply constraints of some of our products, Mactron Laser may have to limit the number of products available for purchase. Mactron Laser reserves the right to change quantities available for purchase at any time, even after you place an order.
Both parties agree that, following order dispatch, transportation is the sole responsibility of the third-party logistics company. During this stage, full ownership of the product(s) belongs to the buyer; all associated liability and risks during transportation shall be borne by the buyer.
Customers can cancel their order before production, if you choose to cancel your order after the production of your machine , there will be a 10% cancellation fee. please contact our Support Center. However, once the order has been dispatched, the order cannot be canceled, changed, or refunded. Upon receipt of the package, our Warranty and Returns policy comes into effect.
Shipping and Delivery
Shipping times displayed on Mactron Laser refer to the estimated time it takes for packages to leave our hands. Since the actual delivery of your order can be impacted by many events beyond Mactron’s control once it leaves our facilities, we suggest that if customers have a special occasion or event that they wish to use their item for, such as a birthday, that they order their items well in advance. Mactron Laser cannot be held liable for late deliveries. We will, however, work with you to ensure a smooth shopping experience.
For a smooth delivery and peace of mind, we strongly recommend that customers purchase shipping insurance during the checkout.In the event that your package has a shipping issue, Mactron Laser will send you a replacement package free of charge. If the item is no longer in stock, we will offer you a refund option.
Any orders that do not have shipping insurance will not be the responsibility of Mactron Laser and the customer takes full liability for their package during the shipping process.
Mactron Laser provides information via banners on our site and through newsletters to customers, that provide details of shipping delays due to the Christmas peak season, and encourages customers to order in advance. We can therefore not be held responsible if a customer does not receive their order in time for Christmas.
There may be occasions when Mactron Laser confirms your order but subsequently learns that it cannot supply the ordered product. In the event we cannot supply a product you ordered in a timely fashion, Mactron Laser will contact customers and offer to cancel the order and refund the purchase cost in full.
We try to make the delivery process as simple as possible and we are able to send your order either to you home or to your work place. We can ship to PO Boxes via all shipping methods, except for expedited shipping methods, as signatures are required upon delivery. Express shipments of this type can only be delivered to physical addresses.
Shipping and delivery times are calculated in working days from Monday to Friday. In the case of major holidays such as Christmas and the Chinese Lunar New Year, please allow extra delivery time. During those special occasions we will provide notices to reflect possible delays.
Customers are responsible for providing complete and accurate shipping addresses. Mactron Laser cannot make changes to your shipping address once a package has been shipped, and Mactron Laser is not liable for packages lost due to incomplete or inaccurate addresses.
Mactron Laser cannot be held responsible for any package that does not make it through the local customs and is destroyed due to the item being illegal in the destination country. Customers are solely responsible for complying with their local laws. We can also not be held responsible for any import tax that may occur and it is the customers sole responsibility to pay this fee, if any. Kindly note that shipping insurance does not cover any customs issues, including but not limited to, goods being destroyed or confiscated due to their illegal status in any given destination country.
Should the buyer refuse the package due to import duties or taxes, the buyer takes full liability for all the costs involved in the process.
All orders reported as “delivered” by shipping companies are considered delivered. Mactron Laser cannot be made liable of non-delivery in this case.
If a delivery fails for any reason and the address sent to was the correct address as provided by the customer, Mactron Laser cannot be held liable if a package is returned to us.
Whatever the customer orders is what we ship. We can not be held liable for the customer receiving the wrong item if they placed the wrong order.
All non-receipt of orders must be reported within 3 months from the date we ship the item to you, for Latin America this deadline is extended to 4 months for postal deliveries. This applies for flat rate shipping, priority mail and standard shipping methods. All expedited delivery issues must also be reported within 3 months from the shipment date. After this time we will no longer be able to investigate and no compensation will be offered. Please note that this policy does not apply to packages sent via expedited shipping methods that are shown as delivered on the shipping company’s tracking website.
Exchange and Returns (Refunds Guarantee)
If when you receive your product(s), the machine cannot use or have big quality problem may return the items to us, within 7 days for refund. Returns will take approximately 7-10 working days for the process once the goods have arrived. The precise length depends on the payment provider used (e.g. Bank transfer, credit card company, etc). Items must be in their original packaging, all the original boxes must be intact and included, along with all packaging materials, manuals, blank warranty cards, plus all accessories and documents provided by the manufacturer.
You must first contact us and be in receipt of a return merchandise authorization (S/N) number before sending any item back. Any product returned without a S/N number will not be refunded.
The Refunds does not cover volume/wholesale and customized orders.
Any product returned found not to be defective can be refunded within the time stated above. There is a 25% restocking fee for all returned items. Shipping back to Mactron Laser is paid for by the customer. We are in general unable to refund you postal fees.
By default, the refund amount cannot exceed the original order amount paid to Mactron. We are not responsible for and has no knowledge about any bank fees or exchange rate charges that may occur. These fees are processed by the issuing bank and will not be refunded by Mactron.
Discounted or end of line products can only be returned for repair. No refunds or replacements will be made.
Mactron Laser provides free remote startup training and unlimited phone support when you purchase a machine from us.
We have fast curstomer service, for any general tech support questions, email [email protected] for the fastest service. Someone will respond to you promptly.
- Phone or Video
Customers will be able to register for optional webinars. Training videos typically cover specific software features (serialization, rotary marking and optimization)
Online training sessions via Phone, Zoom, Skype or Teamviewer
If we can’t fix your issue remotely, we could discuss to do offsite service.
Notice : In your email, please include:
– Your first and last name
– Your phone number
– Machine series number
– Order or PI number
– Detailed description of the issue
– Attachment of photos or videos of the problem*
*Note: We receive a high volume of emails and calls.
– To help us improve our response time, please ensure to include all information listed above.
While we try in good faith to be as accurate as possible, we do not warrant that product descriptions or other content is accurate, complete, reliable, or error free. From time to time there may be information on Mactron Laser that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing and availability.
We reserve the right to correct any errors, inaccuracies or omissions and to change or update information at any time without prior notice.
Prices and availability of items are subject to change without notice. The prices do not include import tax and duties, should your package become examined and deemed taxable by your local customs. Payment of these is the responsibility of the buyer.
Although Mactron Laser will always strive to resolve issues to the satisfaction of the customer in a professional, courteous and friendly fashion, we will not tolerate any unacceptable or unreasonable behavior towards our Customer Service Team members.
Unacceptable behavior directed towards Customer Service staff or Mactron Laser may, for example, include any of the following:
- Aggressive, abusive and threatening behavior. Examples include: any and all direct or implied threats on any communication channel; intimidating language; personal and verbal abuse; sexist, racist, homophobic, or derogatory remarks; rudeness; inflammatory statements; swearing; and unsubstantiated allegations.
- Persistently making habitually demanding or vexatious complaints, despite the matter having been fully addressed; similarly, repeating complaints persisting despite reasonable and fair solutions being offered in accordance with our policies.
- Asking, expecting or demanding staff to breach established company policy guidelines, e.g. refund amount, time lines, special compensation, etc.; similarly, seeking an unrealistic outcome beyond the scope of our own policies and procedures.
- Repeatedly changing the nature (or focus) of a complaint or the desired outcome, part way, after a formal response has been provided.
- Excessive number of complaints compared to the total purchase value history.
For such behavior, complainants may be advised and formally notified of the following:
Their language is considered offensive, abusive, threatening, and wholly unacceptable.
They must refrain from using such language, intimidation, and threats.
There will be no further exchange of correspondence on the matter if they persist with this behavior.
Mactron Laser reserves the right to no longer accept orders from the customer in the future without further notice.
Complaint Escalation Process
This process applies strictly to Customer Service issues. For separate legal issues such as copyright, please view our legal page.
If the customer is dissatisfied with the solution offered by our Customer Service, the customer may contact our Ticket Supervisor by submitting a new ticket in “submit a formal complaint” section as follows.
All complaints will be answered within 24 hours except on weekends and public holidays.
Note: Live Chat and telephone services are exclusively presale channels. We do not resolve after sales complaints over Live Chat or via phone.
Conditions of Use
All content included on the site such as text, graphics, logos, button, icons, images, audio clips, digital downloads and software are all owned by Mactron Laser and are protected by international copyright laws.
License and Site Access
Mactron Laser grants you a limited license to access and make personal use of this site. This license does not include any forms of commercial use of this site or its contents, any collection and use of any products, any collection and use of any product listings descriptions or prices, any derivative use of this site or its contents, any downloading or copying of account information for the benefit of another merchant, or any use of data mining, robots or similar data gathering and extraction tools. This site may not be reproduced, duplicated, copied, sold, resold, or otherwise exploited for any interest without express written consent from Mactron.
Mactron Laser Marketing Correspondence
Following initial registration, customers are added to our mailing list featuring special deals, coupons and promotions. This allows our customers to take advantage of exclusive discounts. All customers can choose to unsubscribe from our marketing emails at any time by clicking on the link at the email footer.