Our Commitment

At Xpro CNC, we are committed to providing our clients with industrial-grade machinery of the highest quality and performance. We stand behind the craftsmanship and reliability of every machine we manufacture. This policy outlines the procedures and terms for handling returns, damages, and warranty claims to ensure a transparent and fair process for all our valued customers.

Given the specialized, high-value, and industrial nature of our CNC machines, our policy focuses on repair, replacement, and addressing manufacturing defects rather than conventional returns for non-defective goods.

1. General Returns

Due to the significant costs associated with shipping, installation, and the custom configuration of our industrial CNC machines, Xpro CNC does not accept general returns for machines that are not defective or damaged upon arrival. We encourage our clients to work closely with our sales and engineering teams before purchase to ensure the selected machine meets their specific requirements.

2. Shipping Damage or Incorrect Shipments

It is the customer’s responsibility to inspect all equipment upon delivery.

• Visible Damage: If you notice any visible damage to the packaging or the machine itself upon arrival, you must note it on the bill of lading or delivery receipt with the carrier before signing. Failure to do so may impede your ability to file a freight claim.
• Concealed Damage or Incorrect Items: If you discover concealed damage after uncrating, or if you have received an incorrect machine or parts, you must notify Xpro CNC in writing within 48 hours of delivery.
• Required Documentation: Please provide your order number, a detailed description of the issue, and clear photographic evidence of the damage or incorrect item to our support team at support@xprocnc.com.

Upon verification, we will coordinate with the freight carrier and arrange for the necessary repairs or the replacement of damaged or incorrect parts at our expense.

3. Manufacturing Defects & Warranty Claims

All Xpro CNC machines are covered by our Xpro CNC Limited Warranty. This warranty covers defects in materials and workmanship under normal use.

If you believe your machine has a manufacturing defect, please follow these steps:

1. Contact Support: Immediately contact our technical support team to initiate a service ticket. Our team will begin remote troubleshooting to diagnose the issue.
2. Repair or Replacement: Under the terms of our Limited Warranty, Xpro CNC will, at its discretion, either provide replacement parts, dispatch a technician for on-site repair, or, in rare cases, approve the replacement of the entire machine.
3. Return Material Authorization (RMA): No machine or part may be returned without a valid Return Material Authorization (RMA) number issued by Xpro CNC. The RMA will include specific instructions for the return, packaging, and shipping. Unauthorized returns will be refused.

For complete details on coverage, limitations, and the claim process, please refer to the official Xpro CNC Limited Warranty document provided with your machine.

4. Non-Returnable Items

The following items are considered final sale and are not eligible for return or refund:

• Custom-configured or specially ordered machines.
• Software, once the license has been activated or the packaging is opened.
• Consumable parts, including but not limited to nozzles, cutting bits, lenses, and filters.
• Any machine that has been modified, misused, or damaged by the customer due to improper operation or maintenance.

5. Refunds

Refunds are only issued in the rare event that Xpro CNC is unable to repair or replace a defective machine as determined by our warranty terms. No refunds will be issued for non-defective machines or for issues not covered under our Limited Warranty. Approved refunds will be processed to the original method of payment within 15 business days of the final resolution.

6. Governing Law

This Return & Refund Policy is governed by the laws of the province of Ontario, Canada. This policy does not supersede any statutory rights you may have under the applicable Sale of Goods Act.

Contact Us

For any questions regarding this policy or to initiate a claim, please contact our Customer Support team:

• Email: support@xprocnc.com
• Phone: +1 647 355 9776
• Address: 11 Gray Rd, Bracebridge, ON P1L 1P8

Disclaimer: This policy is a template and should be reviewed by a legal professional to ensure full compliance with all applicable local, provincial, and federal regulations before being published on your website.