M.RISE Return Policy

1. Policy Core

Within 30 days from the date you receive the product, if the product has issues that comply with the conditions stipulated in this policy, you may apply for a return and refund. To ensure fairness, the returned product must meet the following eligibility requirements.

2. Return Eligibility & Conditions

Applicable Orders: This policy applies only to products purchased directly from M.RISE officially. For products purchased through distributors or second-hand transfers, please contact the original seller.

Product Condition: The product must be in its original, as-new, unused, and undamaged condition, including all original packaging, accessories, gifts, manuals, and warranty cards.

Time Limit: You must contact us to initiate the request within 30 calendar days of receiving the product.

3. Acceptable Reasons for Return

Quality-Related Reasons:

• The product has manufacturing or workmanship defects.
• The product was damaged during transit or due to an error on our part.
• The product received is severely inconsistent with the model or specifications ordered.

4. Non-Returnable Situations

• Customer Subjective Reasons: Including, but not limited to, you changing your mind, ordering the wrong product, or the product not meeting your expectations.
• Customized Products: Non-standard machines customized according to your specific requirements are not returnable unless they have quality issues.
• Consumables: Used or opened consumables (e.g., laser gas, nozzles, blades) are not returnable unless they are defective.
• Human Damage: Any damage caused by customer misuse, improper installation, unauthorized modification, or accidents.
• Unsatisfactory Condition: The product is missing components, shows signs of use, or has scratches, affecting resale.
• Late Request: Requests made after the 30-day return period has expired.

5. Return Process (4-Step Method)

To protect your rights, please strictly follow the process below. We will be unable to process returns that are shipped back without prior authorization.

• Initiate Request: Send an email to [email protected], providing the order number, product serial number, and detailed reason for the return. Photos or videos as proof are necessary if applicable.
• Review & Authorization: Our customer service team will review your application within 1-2 business days. Upon approval, we will provide you with a unique Return Merchandise Authorization Number (RMA Number) via email.
• Return Product: Pack the product securely (we recommend taking photos before packing), ensuring all items and a copy of the proof of purchase are included. Clearly mark the RMA Number on the outside of the shipping box, otherwise, processing may be delayed.
• Arrange Shipping: Arrange shipment according to the “Shipping Cost Responsibility” section below. We recommend purchasing shipping insurance for the return package.

6. Refund Process

• Receipt & Inspection: After we receive the returned product, our technical team will inspect it to ensure it meets the refund criteria. This process typically takes 3-5 business days.
• Refund Processing: Once the inspection is passed, we will initiate the refund process within 24 hours.
• Refund Path & Timing: The refund will be credited to the original payment method used for the purchase. The time it takes for the refund to appear in your account depends on your bank or payment provider’s processing time, typically 5-10 business days. Please be patient.

7. Return Shipping Cost Responsibility

• M.RISE will bear the return shipping costs if the return is due to our responsibility, such as product quality defects, incorrect item shipped by us, or damage during transit.
• However, the customer is responsible for arranging and paying for the return shipping costs if the return request falls under the “Non-Returnable Situations” but we have exceptionally approved the return, or if the initial reason for return is later determined by our inspection to be caused by the customer.

We are committed to handling every after-sales request fairly and efficiently. If you have any questions about the above policy, please feel free to contact us.

M.RISE Customer Service Team

Email: [email protected]