Aftersales Policy

At PENDSTAR, we stand behind the quality of our products. This policy outlines our warranty coverage, technical support, and service terms for laser machines and accessories purchased directly from www.pendstar.com.

⚠️ Important Notice:

  • Policy Scope: This policy applies only to orders placed on our official website. Purchases from third-party platforms (Amazon, eBay, etc.) are subject to the seller’s terms.
  • Non-Transferable: Warranties are valid for the original purchaser only and cannot be transferred.

Part I: Laser Machines

1. Warranty Coverage

Component Warranty Period Details
Main Machine Parts 2 Years Control system, etc.
Fiber Laser Source 1 Year Power loss over time is normal. Avoid running at full power (>80% recommended).


2. Warranty Conditions

What’s Covered:

  • Defects in materials or workmanship during normal use.
  • Free remote troubleshooting and replacement of defective parts.

What’s Not Covered:

  • Improper Use: Damage from neglect, accidents, or unauthorized modifications.

Examples:

  • Failure to use clean water in the chiller.
  • Dust accumulation on lenses/rails.
  • Operating in extreme environments (high humidity, temperature).

 

  • External Factors: Natural disasters, power surges, third-party software/viruses.
  • Non-Approved Parts: Use of accessories not sold by PENDSTAR.

 

3. Post-Warranty Support

  • Lifetime Remote Assistance: Free technical guidance via email, Skype, or WeChat.
  • Replacement Parts: Sold at discounted rates (customer covers shipping and customs fees).

Part II: Laser Accessories

1. Warranty Coverage

Product Warranty Period Conditions
Fiber Lasers (RAYCUS) 24 Months No manual damage.
Laser Chillers 24 Months
Laser Cutting Heads 12 Months Brand-specific (Raytools, Precitec, etc.).

2. Non-Returnable Items

  • Fragile Products: Laser tubes, ceramic nozzles.
  • Customized Items: Honeycomb tables, blade worktables (no returns for sizing issues).

Technical Support

Contact Us:

📧 Email: [support@pendstar.com]
📞 Phone: Contact us via email first for technician assignment.
💬 Live Chat: Available on www.pendstar.com (Mon-Fri, 9 AM - 5 PM GMT+8).

FAQ

Q: How do I claim warranty service?
A: Email [support@pendstar.com] with your order number, issue description, and photos/videos.

Q: Can I extend the warranty period?
A: No extensions are offered currently. Post-warranty repairs are charged at discounted rates.

Q: Who pays for international shipping on warranty claims?
A: Customers cover shipping/customs fees if damage is due to improper use.

Q: Does warranty cover software issues?
A: No. We only support hardware purchased directly from PENDSTAR.

Key Limitations

  • Data Loss: We are not responsible for lost data or downtime during repairs.

  • Resale: Warranties are void if the machine is resold.

  • Tampering: Removing serial numbers or unauthorized repairs voids coverage.