Refund policy
IMPORTANT NOTICE
The 30-day money-back program is not an unconditional full-price refund. Approved voluntary returns are subject to eligibility requirements, inspection, deductions, and a 10% restocking fee for parts and accessories or a 20% restocking fee for laser machines. Original shipping charges and all return-related expenses are nonrefundable unless AEON agrees otherwise in writing or applicable law requires otherwise.
1. Scope; Binding Effect
This Refund and Return Policy (the "Policy") applies to eligible products purchased directly from AEON Laser USA, Inc. ("AEON," "we," "us," or "our") through aeonlaser.us, an accepted AEON quote or invoice, or another AEON-authorized direct sales channel. By placing an order, accepting delivery, requesting a return authorization, or returning a product, the purchaser and recipient (collectively, "Customer" or "you") agree to this Policy.
This Policy is incorporated into AEON's Website Terms and Conditions and the accepted order documents. If a signed purchase agreement, quote, invoice, financing document, or mandatory law directly conflicts with this Policy, the conflicting specific term controls only to the extent of the conflict.
2. 30-Day Money-Back Eligibility
Subject to this Policy, Customer may request a voluntary return within thirty (30) calendar days after the product is delivered to the delivery address shown in AEON's records. The request must be received by AEON before the return window expires. The return window is not extended by delayed installation, scheduling, financing, training, Customer absence, business interruption, failure to open the shipment, or failure to inspect the product.
A product is not approved for return merely because a request was submitted within 30 days. AEON must issue a written Return Merchandise Authorization ("RMA"), the product must be shipped by the RMA deadline, and it must satisfy all eligibility and condition requirements after inspection.
3. Restocking Fees
Approved voluntary returns are subject to the following restocking fees, calculated from the eligible purchase price actually paid for the returned product after discounts and before taxes and separately stated shipping charges:
· Parts and accessories: ten percent (10%).
· Laser machines: twenty percent (20%).
Restocking fees compensate AEON for receiving, inspection, testing, administration, inventory handling, refurbishment assessment, repackaging assessment, and reduced resale value. The applicable restocking fee is deducted from the refund and is separate from other authorized deductions. Unless required by law, restocking fees apply even if the product was never operated, the packaging was opened, or Customer changed its mind, ordered the wrong product, experienced buyer's remorse, found the product unsuitable for its workflow, or no longer has space, financing, personnel, permits, utilities, or other resources to use it.
AEON will not charge a restocking fee to the extent a return results solely from AEON shipping the wrong product or another verified AEON error and Customer follows AEON's return instructions. Warranty claims, shipping-damage claims, and technical-support matters are governed by their separate policies and do not automatically qualify for a voluntary money-back return.
4. Return Shipping, Freight, Packaging, and Other Costs
TO THE MAXIMUM EXTENT PERMITTED BY LAW, AEON IS NOT RESPONSIBLE FOR AND WILL NOT PAY OR REIMBURSE RETURN SHIPPING, FREIGHT, FUEL SURCHARGES, INSURANCE, CUSTOMS OR BROKERAGE, DUTIES, TAXES, LIFTGATE, RESIDENTIAL OR LIMITED-ACCESS SERVICE, INSIDE DELIVERY, STORAGE, DETENTION, REDELIVERY, RECONSIGNMENT, RIGGING, FORKLIFT OR CRANE SERVICE, DEINSTALLATION, DISCONNECTION, LABOR, TRAVEL, CRATING, PALLETIZING, PACKAGING MATERIALS, OR OTHER RETURN-RELATED COSTS.
Customer must arrange and prepay all return transportation and related services unless AEON expressly agrees otherwise in writing. Original outbound shipping, delivery, freight, handling, installation, training, rush, payment-processing, financing, customs, and similar charges are nonrefundable to the extent permitted by law. If AEON advances or is billed for a Customer-responsible charge, AEON may deduct it from the refund or invoice Customer.
5. Return Merchandise Authorization Required
No product may be returned without a valid written RMA issued by AEON. To request an RMA, contact support@aeonlaser.us and provide the order number, purchaser name, product description, serial number when applicable, delivery date, reason for return, product condition, current location, and photographs or video reasonably requested by AEON.
An RMA is a conditional authorization to ship the product for inspection; it is not approval of a refund. The RMA is valid only for the identified product, quantity, serial number, return address, carrier method, and time period. Unauthorized, late, collect, cash-on-delivery, misdirected, or noncompliant returns may be refused, stored, or returned to Customer at Customer's expense.
6. Return Deadline and Transit
Unless the RMA states otherwise, Customer must tender the return shipment to the approved carrier within ten (10) calendar days after AEON issues the RMA and must provide valid tracking or a freight PRO number. Issuance of an RMA does not extend the original 30-day request deadline. AEON may cancel an RMA if the shipment is not timely tendered or if Customer does not provide requested information.
Customer bears the risk of loss, theft, delay, and damage during return transit until AEON accepts the shipment at the authorized return location. Customer should purchase full-value cargo insurance and use a carrier appropriate for the size, weight, and value of the product. A carrier's loss or damage does not obligate AEON to issue a refund.
7. Condition Requirements
To qualify for a refund, the returned product must be the original product sold under the order, with matching serial number when applicable, and must be returned in clean, complete, safe, and resalable condition. It must include all originally supplied components, accessories, cables, keys, tools, manuals, safety devices, guards, interlocks, packaging, promotional items, and other materials.
The product must not have damage or excessive wear caused by use, installation, removal, modification, collision, fire, water, freezing, contamination, corrosion, improper power, inadequate cooling or ventilation, prohibited materials, poor maintenance, neglect, misuse, unsafe operation, unauthorized repair, missing labels, or failure to follow instructions. Customer must remove its materials, debris, residue, passwords, personal data, and proprietary files before return, without altering AEON software or safety systems.
8. Machine Deinstallation and Packaging
Customer is solely responsible for safe shutdown, deinstallation, utility disconnection, drainage when required, stabilization of moving components, removal from the premises, crating, blocking and bracing, palletization, weather protection, loading, and return transportation of a laser machine. Qualified professionals must be used where required by law or reasonably necessary for safety.
Machines must be returned in the original crate, pallet, blocking, bracing, foam, covers, and packaging whenever available. If original packaging is unavailable or unsuitable, Customer must obtain AEON's written packaging instructions and use packaging reasonably equivalent to or better than the original. AEON does not provide free replacement packaging and is not responsible for packaging design, labor, materials, or damage caused by inadequate packaging.
9. Parts and Accessories Packaging
Parts and accessories must be individually protected, placed in appropriate antistatic, moisture-resistant, shock-resistant, or manufacturer packaging where applicable, and packed to prevent movement and contact damage. Fragile optics, laser tubes, glass components, electronics, and precision assemblies require packaging specifically suitable for those items. Shipping an item in retail packaging alone may be inadequate.
10. Excluded and Nonreturnable Items
Unless AEON expressly approves the return in writing or applicable law requires otherwise, the following are not eligible for the 30-day money-back program:
· custom-built, specially configured, personalized, engraved, modified, made-to-order, or special-order products;
· clearance, closeout, final-sale, demonstration, used, refurbished, or as-is products identified as such when sold;
· software licenses, downloads, digital content, subscriptions, training, consultations, installation, service labor, travel, and other performed or consumed services;
· consumables, filters, lubricants, adhesives, coatings, materials, opened chemicals, or hygiene-sensitive items;
· opened, installed, energized, contaminated, damaged, or used optics, mirrors, lenses, laser tubes, power supplies, or electronic components when safe resale or reliable testing is not reasonably possible;
· gift cards, promotional products not separately purchased, giveaway items, and products received without charge;
· products missing serial numbers, identification labels, safety labels, or material components; and
· products purchased from an unauthorized seller or returned by a person who cannot verify the purchase.
11. Inspection and Additional Deductions
AEON will inspect the return after receipt. Inspection may include identity verification, serial-number verification, inventory, cosmetic inspection, electrical or mechanical testing, operational testing, safety inspection, contamination assessment, and review of packaging and accessories. AEON may take photographs or video and may use qualified third parties.
In addition to the applicable restocking fee, AEON may deduct the reasonable documented cost or diminution in value resulting from missing items, damage, excessive wear, contamination, unsafe condition, data removal, cleaning, testing, repair, refurbishment, replacement packaging, carrier charges, or other failure to meet this Policy. If deductions equal or exceed the otherwise refundable amount, no refund will be due, and Customer may be responsible for reasonable disposal, storage, or return costs. AEON will not impose deductions prohibited by applicable law.
12. Refund Calculation
Subject to inspection, the refund is calculated as follows: eligible product price actually paid, minus the applicable 10% parts or 20% machine restocking fee, minus nonrefundable charges, Customer-responsible costs paid or incurred by AEON, discounts or promotional value that must be reversed, and authorized condition or missing-item deductions. Taxes collected on the refundable portion will be handled as required by law.
For bundled purchases, free accessories, rebates, gifts, or package discounts, AEON may require return of the full bundle or deduct the stated or reasonable value of unreturned items and benefits. Trade-in credits, financing proceeds, promotional financing, and lender payments may be returned or adjusted through the applicable provider rather than paid directly to Customer.
13. Refund Method and Timing
AEON will notify Customer whether the return is approved, partially approved, rejected, or requires additional information after inspection. Approved refunds will ordinarily be initiated within ten (10) business days after inspection is complete and all required information is received. Complex freight, damage, financing, fraud, or carrier matters may require additional time.
Refunds are issued to the original payment method or financing source unless AEON determines another lawful method is necessary. Financial institutions and payment processors control posting time. AEON is not responsible for their processing delay. Store credit may be offered but will not replace a cash refund required by applicable law.
14. Rejected Returns; Retrieval and Disposal
If a return is rejected, AEON will provide notice and may require Customer to pay shipping, packaging, storage, and handling charges before the product is returned. Customer must provide instructions and payment within ten (10) calendar days after notice. If Customer fails to do so, AEON may store the product at Customer's expense and, after any notice required by law, treat it as abandoned and dispose of, recycle, or liquidate it. Any proceeds may be applied to amounts owed, subject to applicable law.
15. Cancellations Before Shipment
A request to cancel before shipment is not automatically approved. AEON may deny cancellation if the order has entered production, allocation, customization, export, consolidation, packaging, booking, or shipment preparation. If AEON approves a pre-shipment cancellation, it may deduct nonrecoverable third-party charges, financing or payment costs, custom work, and other amounts disclosed or permitted by law. Once a product is tendered to a carrier or otherwise dispatched, the 30-day return process and applicable restocking fee ordinarily apply.
16. Defects, Shipping Damage, and AEON Error
Do not use this voluntary return process as a substitute for the separate Warranty, Support, or Shipping Policy. Report shipping damage within the deadlines and using the procedures in the Shipping Policy. Report suspected defects through the applicable support or warranty channel. AEON may require troubleshooting, photographs, video, diagnostics, or inspection before determining the appropriate policy and remedy.
A defect allegation, support request, or carrier claim does not automatically waive restocking fees or return costs. If AEON confirms that it shipped the wrong product or that applicable law or a separate written policy requires AEON to bear specified costs, AEON will provide instructions and the required remedy. Customer must mitigate further damage and follow safe-use and preservation instructions.
17. No Delay-Based Return Right
Website, checkout, order, tracking, and sales-representative timeframes are estimates unless a binding date and remedy are stated in a written agreement signed by an authorized AEON officer. Except where applicable law or a signed agreement provides otherwise, a production, shipment, customs, carrier, appointment, or delivery delay does not by itself create a right to cancel, refuse delivery, obtain a refund, avoid a restocking fee, recover consequential damages, or initiate a chargeback.
18. Chargebacks and Payment Disputes
Customer should contact AEON and allow a reasonable opportunity to apply this Policy before initiating a chargeback or payment dispute. A chargeback does not cancel the order, transfer title back to AEON, eliminate return requirements, or authorize Customer to retain both the product and purchase funds. AEON may provide the order documents, acceptance records, delivery evidence, communications, and this Policy to the payment provider and may pursue lawful collection remedies.
19. Limitation of Liability
TO THE MAXIMUM EXTENT PERMITTED BY LAW, AEON IS NOT LIABLE UNDER THIS POLICY FOR INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, PUNITIVE, OR CONSEQUENTIAL DAMAGES; LOST PROFITS, REVENUE, PRODUCTION, CONTRACTS, DATA, OR BUSINESS OPPORTUNITY; DOWNTIME; SUBSTITUTE EQUIPMENT; LABOR; INSTALLATION OR DEINSTALLATION; OR OTHER COSTS ARISING FROM A RETURN, REFUND, REJECTION, INSPECTION, OR REFUND-PROCESSING DELAY.
AEON's aggregate liability arising solely under this Policy will not exceed the amount Customer paid AEON for the affected product. This limitation does not apply to liability or remedies that applicable law does not permit the parties to limit.
20. Contact; Policy Changes
Return requests and questions must be submitted to support@aeonlaser.us or through the return contact method identified on aeonlaser.us. Include the order number, purchaser information, product and serial number, delivery date, reason for return, product condition, and requested documentation.
AEON may revise this Policy by posting an updated version and effective date. The version in effect when AEON accepts an order ordinarily governs that purchase, unless applicable law requires otherwise. Headings are for convenience. If a provision is unenforceable, it will be modified to the minimum extent necessary and the remainder will continue.
Last Updated 08/01/2026