Refund and Returns Policy
HALOONG Machine Tools Manufaturer Co.,Ltd (Zhengzhou)

Haloong-after-sales-engineer-is-at-the-customer-site

HALOONG CNC Machinery is committed to protecting our customers' privacy and safeguarding their rights in purchasing, using our products, and accessing after-sales services. Should you need assistance, please contact us.

CONTACT US

​Refund and Returns Policy – HALOONG Machine Tools Manufacturer Co., Ltd. (Zhengzhou)

At HALOONG CNC Machinery, we are committed to delivering high-quality machinery and ensuring customer satisfaction. Please review our policy carefully before initiating a return or refund request.

​1. 30-Day Return Guarantee

​Eligibility

  • Products purchased ​directly from HALOONG (via our website, sales team, or official channels) may be returned within ​30 days of delivery if:
    • ​Unused, in original packaging, and accompanied by all accessories, manuals, and protective materials.
    • ​Defective items must include a detailed description of the issue and supporting evidence (e.g., photos/videos).
  • ​Non-Returnable Items:
    • Customized or specially ordered machines/parts (unless defective).
    • Consumables (e.g., blades, filters, nozzles) unless proven defective.
    • Products purchased through third-party dealers (contact dealer directly).

​Process

  1. ​Submit Request:
    • Contact HALOONG Customer Service via ​aiwoodcnc@gmail.com or ​**+86-15038235155** to request a ​Return Merchandise Authorization (RMA).
    • Provide order number, product details, and reason for return.
  2. ​Pre-Return Inspection:
    • For defective items, our technical team may request remote diagnostics (e.g., video call) to verify the issue.
  3. ​RMA Issuance:
    • Approved returns will receive an ​RMA number and designated shipping address.
    • Returns without an RMA will incur a ​25% restocking fee + round-trip shipping charges.
  4. ​Ship Product:
    • Securely package the item with ​original packaging and visible RMA label.
    • Return must be shipped within ​7 days of RMA issuance via a trackable carrier (e.g., DHL, FedEx).

​Refund Calculation

  • ​Refund Amount:
    • Excludes original shipping fees, transaction charges, and return shipping costs.
    • ​Partial Refunds: Issued if returned items show signs of use, damage from improper packaging, or missing components.
  • ​Refund Timeline:
    • Processed within ​24 hours after inspection.
    • Credit card/PayPal refunds reflect in ​3-5 business days (dependent on financial institutions).

​2. One-Year Limited Warranty

​Coverage

  • All new HALOONG machines are covered by a ​1-year warranty effective from the ​shipping date.
  • ​Dealer-Purchased Machines: Must be registered with HALOONG within ​30 days of purchase to activate warranty.

​Warranty Includes

  • ​Repair or Replacement:
    • Parts confirmed by HALOONG as defective due to manufacturing errors.
    • Replacement parts shipped at HALOONG’s expense via standard carrier (e.g., FedEx Ground).
  • ​Technical Support:
    • Free remote assistance (phone/email) for part installation and troubleshooting.

​Exclusions

  • ​Voided Warranty:
    • Damage from misuse, neglect, lack of maintenance, accidents, modifications, or natural disasters.
    • Repairs attempted by unauthorized personnel.
    • Failure caused by inadequate dust collection or incompatible power supply.
  • ​Non-Covered Costs:
    • Labor charges for part installation.
    • Shipping costs for non-defective items.

3. Return/Refund Process

​Step-by-Step

  1. ​Initial Request → 2. ​Pre-Return Inspection → 3. ​RMA Issuance → 4. ​Product Return → 5. ​Quality Check → 6. ​Resolution

​Quality Inspection

  • HALOONG inspects returned items within ​2 business days of receipt.
  • Customers will receive an inspection report and resolution plan (e.g., refund, replacement, or repair).

4. Non-Refundable Scenarios

  • Returns initiated ​after 30 days of delivery.
  • Products altered, misused, or damaged by the customer.
  • Machines with ​expired warranty or purchased through third-party dealers.
  • Items returned without ​original packaging or RMA authorization.

​5. Additional Policies

​International Returns

  • ​Duties & Taxes:
    • Customers are responsible for any customs duties, taxes, or import fees incurred during return shipping.
  • ​Shipping Carrier:
    • Use a trackable service and insure high-value items. HALOONG is not liable for lost or damaged shipments.

​Replacement & Exchange

  • ​Priority Replacement:
    • For urgent cases, HALOONG may ship replacement parts before receiving the defective item (requires security deposit).
  • ​Cross-Model Exchanges:
    • Subject to product availability and price difference adjustment.

​Dispute Resolution

  • Unresolved issues may escalate to HALOONG’s management team within ​14 days of initial complaint.
  • Final decisions are binding and based on documented evidence.

6. Important Notes

  • ​Data Security:
    • For CNC machines with software/data storage, customers must delete all data before return. HALOONG is not responsible for data breaches.
  • ​Warranty Transfer:
    • Warranty is non-transferable unless approved in writing by HALOONG.
  • ​Policy Updates:
    • Visit our website for the latest policy version. Previous agreements are superseded by the current terms.

​Contact Information

HALOONG Machine Tools Manufacturer Co., Ltd.

  • ​Address: No.261, Hongsong Road, National Hi-Tech Industrial Development Zone, Zhengzhou, Henan Province, China
  • ​Email: aiwoodcnc@gmail.com
  • ​Tel: +86-15038235155

You can also find more of our contact information here. Contact Us.

This policy is subject to change without prior notice. Last updated: March 1, 2025.