Mars 5 Ultra

Refund Policy & Warranty Info

Thank you for your purchase. We hope you are happy with your purchase. However, if you are not completely satisfied with your purchase for any reason, ELEGOO provides a straightforward warranty that is processed in the most hassle-free way possible. Please refer to the warranty policy below, as warranty periods and warranty rules differ according to the models and parts list.

Warranty Policy

1. Warranty timeline

2. Warranty Rules for Laser Head and Tube

A. Laser Head WarrantyRules:
  The rate of laser power drop is related to the frequency of use, working hours, and working environment.

B. Laser Tube Warranty Rules:

a). If the laser tube is found to be damaged during the first unpacking inspection, after-sales warranty service can be provided normally；

b). During the warranty period, if the laser tube cannot emit light normally, but no obvious appearance defects are found, after-sales warranty services can be provided normally;

c). During the warranty period, if the laser tube has any appearance cracks (including but not limited to cracks caused by improper handling or cracks caused by freezing temperatures), after-sales warranty services can't be provided normally.

3. Warranty Period

All times shown on this page are calculated from the date the original order was received. If you receive free replacement products or accessories, the warranty period will still be calculated from the date the original order was received.

4. Warranty Forfeiture

The following Conditions Are Not Covered Under Warranty:
A. Products without sufficient proof of purchase
B. Lost or stolen products
C. Items that have expired their warranty period
D. Non-quality-related issues (after 30 days of purchase)
E. Free products
F. Repairs through 3rd parties
G. Damage from outside sources
H. Damage from misuse of products (including, but not limited to: falls, extreme temperatures, water, and operating devices improperly)
I. Purchases from illegitimate resourcesor second-handed parties
J. Normal discoloration, wear, or consumption during product use.

Return & Refund Policy

1. For Unwanted Items

*This clause does not apply to Pre-owned & Refurbished items.

If the Elegoo product that you purchased does not meet your satisfaction but was not confirmed defective by certified Elegoo technicians, we call such product as “unwanted product”.

1. For products in condition unopened (all original tags and labels attached), within 14 days of delivery, you may return them with an "unwanted reason" and get a refund. You are responsible for the shipping fees, and ELEGOO will charge a 5% restocking fee based on the order amount.
2. For products in condition open-box and unused, within 14 days of delivery, you may return them with an "unwanted reason" and get a refund. You are responsible for the shipping fees, and ELEGOO will charge a 15% restocking fee based on the order amount.
3. For used products or orders beyond 14 days, refunds for unwanted products are not available.

For your own benefit, we recommend that you use a traceable carrier that can provide you with the delivery confirmation to ship your Product for refund back to the location instructed in the RMA authorization. Elegoo shall not be responsible for any loss or damage to the returning product caused in transit.

The returning product will be thoroughly inspected by Elegoo when received and a decision will be made whether the inspection criteria are met. If your returning product fails to satisfy the inspection criteria and has been shipped to Elegoo, your non-conforming product for refund will be rejected or subject to a deduction fee at Elegoo’s sole discretion.

After the 14-day refund window has expired, your only recourse regarding the products is through our warranty.

2. For Quality-Related Items
*This clause does not apply to Pre-owned & Refurbished items.

 A. Product is defective when you receive it, within 14days of delivery, you can return defective items to Elegoo and get a full refund or replacement, and Elegoo is responsible for return shipping charges. Or you can ask Elegoo to repair defective items, and Elegoo is responsible for repair fees.

B. Beyond the 14days but within warranty, a full refund and replacement are not available, but repair is acceptable. Elegoo is responsible for repair fees.

C. Out of warranty, Elegoo will provide free technical support, if the parts need to be replaced, the customer is responsible for the repair fees, which means the customer needs to purchase the parts and bear the freight.

Important: To avoid any delay or denial of processing your refund and replacement request, please verify that the returning product must be with all parts & accessories included and all original tags and labels attached and in the original box (generic boxes will be rejected).

3. Process After Returning Product

After receiving your return and inspecting the condition of your item, we will process your return. Please allow at least 7 days from the receipt of your item to process your return. We will notify you by email when your return has been processed and move to the next warranty process, refund you the payment via Paypal, or send a new replacement to you.

Contact Us

Regarding product issues, please don't hesitate to contact us at the customer service channels below to acquire technical support, refund or exchange.

1. For 3D printer technical support: 3dp@elegoo.com
2. For laser engraver technical support: lec@elegoo.com
3. For order issues, unwanted item refunds, or returns: info@elegoo.com
4. For STEM kits, robots technical support: service@elegoo.com

When contacting our customer service team, the buyer must provide sufficient proof of purchase (the order number from online purchases made through ELEGOO, Amazon, or other ELEGOO's authorized resellers), tell us which product you purchased, and describe the problem as clearly as possible through text, images or short videos. This will help our team to process your inquiries and help you solve the problems more efficiently.