Document

xToolCare Terms of Service

Thank you for purchasing xToolCare. Please note the following important points:

  • By purchasing xToolCare, you acknowledge that you have read, understood, and agreed to these terms.
  • To ensure that you can enjoy the services normally, xToolCare and the corresponding machine must be purchased at xTool official website.
  • Only when you buy both machine and xToolCare at xTool official website, can you enjoy the service.
  • A single xTool machine can only bind to xToolCare once.
  • The SN barcode and logistics sweep label of the machine is essential for using xToolCare. Please keep the information private and well. It is advised that you take photos of the SN barcode and logistics sweep label when the product arrives.

1. Introduction

All xToolCare services are provided by https://www.xtool.com/.

The following is an introduction to xToolCare.

xToolCare services may differ depending on the product. Please refer to a product’s page description when purchasing xToolCare.

1.1 Validity Period

xToolCare will take effect after the expiration of the standard warranty on the laser machine. And it lasts for one year.

1.2 Warranty Events

You are entitled to two warranty events in the validity period. Generally, machine damage and malfunction can be repaired through component replacement and whole machine repair.

*xTool technician will help you diagnose the machine failure and provide corresponding solutions. Repair only applies to damage or malfunction that has been confirmed by the xTool technical engineer. And each time, only one machine or one component can be repaired.

1.3 Two-Way Shipping

Free two-way shipping is only available in the US, except for some remote areas, such as Alaska, Hawaii, Puerto Rico, Guam, Armed Forces Pacific, Armed Forces Europe, and Armed Forces Americas. For customers from other countries and regions, only free return shipping is available.

1.4 Technical Support

xTool after-sales service center will respond to your service request within 12 hours, except for holidays. Your problems, including software, firmware, and hardware issues, can be solved through remote guidance or by sending the whole machine for repair.

1.5 Factory Repair

All replacement components and repair services come from xTool original factory. The machine failure and damage will be accessed by xTool technicians. Then the repair measures will be provided based on technician assessment.

1.6 Exclusive Access

xToolCare is exclusive to https://www.xtool.com/. You can only get it at the xTool official website. (Only when you buy the machine and xToolCare at the xTool official website, you can enjoy the service). It is not open to Amazon, https://eu.xtool.com/, Amazon, or other non-official channels.

2. Clauses

2.1 Service of Scope

2.1.1 Scenarios Within the Service Scope

The following is the scope of coverage for xToolCare. Any expenses incurred outside the scope of coverage will be handled at your own expense.

1) Replacement Service covers the main components during normal use or due to accidents, and components are defined below:

  • For xTool D1 Pro: laser module, PCB, motor, baffle assembly, power adapter, light shaft, power cord, guide rail, conveyor belt, motor connection cable, laser connection cable, and USB cable.
  • For xTool M1: laser module, rotation attachment (if included), fan(according to problem), power adapter, and blade holder.
  • For Laserbox Rotary: reflective mirror, focus lens, PCB, laser tube, power supply for laser tube, air pump, water pump, power supply for the mainboard.

*Notice, when replacing the laser head or laser tube, you need to pay a certain replacement fee according to different laser machines (the pricing plan is clearly illustrated in 2.2 Plan). No additional charge for other component replacement.

*Some machine malfunctions and failures can be settled through component replacement. The replacement solution will be provided according to xTool technical diagnosis.

2) Machine Sending for Repair covers the laser machine damaged due to normal use or accidents . The machines include xTool D1 Pro, xTool M1, and xTool Laserbox Rotary.

  • For xTool M1: PCB, guide rail, camera, fan(according to the problem), power adapter, and belt.
  • For Laserbox Rotary: motor and guide rail.

*Once xTool technician diagnoses that the failures and damage can only be settled by sending the machine for repair. xTool after-sales service department will contact express for you. (Free two-way shipping does not cover all the countries and regions, refer to 1.3 Two-Way Shipping for details).

3) Extended Standard Warranty Service covers malfunctions, failure, and damage only during normal use. The main components are listed below:

  • For xTool D1 Pro: PCB, motor, baffle assembly, power adapter, light shaft, power cord, guide rail, conveyor belt, motor connection cable, laser connection cable, and USB cable.
  • For xTool M1: rotation attachment (if included), fan(according to the problem), power adapter, and blade holder.
  • For Laserbox Rotary: reflective mirror, focus lens, PCB, power supply for laser tube, air pump, water pump, power supply for the mainboard.

2.1.2 Exclusions

The losses, expenses, and liabilities listed below are not covered by any of the xToolCare services:

1) The part is not covered by the service.

2) xTool laser product is completely destroyed and cannot be recovered.

3) xTool product is lost.

4) Purchase the xToolCare after the machine fails.

5) Damage is covered by the standard warranty.

6) Damage caused by using the xTool product with a non-xTool product or third-party accessory/software that is not authorized by xTool.

7) Damage to components caused by unauthorized repair or replacement.

8) Damage to the product is caused by deliberate actions.

9) Damage to the product caused by installation, usage, or operation not in accordance with the recommended use, as outlined in the product's user manual.

10) Damage to the xTool product caused by using the product to engage in illegal activities.

11) Direct or indirect loss caused by a natural disaster, war, military action, riot, coup, terrorist activities, etc.

12) Damage to the product is caused by nuclear radiation, nuclear explosion, nuclear pollution, or other radioactive pollution.

13) Products are purchased from non-xTool official or authorized channels.

14) xToolCare and the corresponding product are not purchased from the same country or region.

15) The service is applied outside of the coverage area.

16) The date when you apply for the services is not within the validity period of the service.

17) Failure to apply for the service in accordance with the service process.

2.2 Plan

Product Power Basic Service Fee Cost Per Replacement for Blue Laser Head Cost Per Replacement for Infrared Laser Head
xToolCare for D1 Pro 5W $69.99 $19.99 N/A
10W $79.99 $29.99 $49.99
20W $159.99 $49.99 $49.99
xToolCare for M1 5W $79.99 $19.99 N/A
10W $89.99 $29.99 N/A
xToolCare for Laser box Rotary 40W $299.99 $99.99 N/A

*Notice! The basic service fee for xToolCare for D1 Pro 2-in-1 Kit 10W and xToolCare for D1 Pro 2-in-1 Kit 20W are the same as xToolCare for D1 Pro 10W and xToolCare for D1 Pro 20W. Need to pay attention: The replacement cost for blue laser head or infrared laser head is different.

2.3 Component Coverage

For xTool D1 Pro

Component Name Standard Warranty xToolCare
Laser module 12 months 24 months
PCB 12 months 24 months
Motor 12 months 24 months
Guide rail 12 months 24 months
Baffle assembly 12 months 24 months
Power adapter 3 months 15 months
Conveyor belt 3 months 15 months
Laser connection cable 3 months 15 months
Motor connection Cable 3 months 15 months
Light shaft 3 months 15 months
Power cord Not included 12 months
USB cable Not included 12 months

*You are entitled to two warranty events in the validity period.

For xTool M1

Component Name Standard Warranty with xToolCare
Laser module 12 months 24 months
PCB 12 months 24 months
Guide rail 12 months 24 months
Camera 12 months 24 months
Rotation attachment (if included) 12 months 24 months
Fan 12 months 24 months
Power adapter 3 months 15 months
Belt 3 months 15 months
Blade holder 3 months 15 months

*You are entitled to two warranty events in the validity period.

For xTool Laserbox Rotary

Component Name Standard Warranty with xToolCare
Reflective mirror 12 months 24 months
Focus lens 12 months 24 months
PCB 12 months 24 months
Laser tube 12 months 24 months
Power supply for laser tube 12 months 24 months
Air pump 12 months 24 months
Water pump 12 months 24 months
Power supply for mainboard 12 months 24 months
Motor 12 months 24 months
Guide Rail 12 months 24 months

*You are entitled to two warranty events in the validity period.

3. Service of Process

3.1 xToolCare Purchase

Purchase xToolCare service within one month after your product order (The time you complete your order at xTool store).

3.2 Contact xTool Customer Service

Email xTool with tag #xToolCare at support@xtool.com and provide your valid order number for both machine and xToolCare.

3.3 Problem Report & Diagnosis

Provide photos of machine SN barcode and logistics sweep label. Clearly articulate the problem. And support xTool technicians in diagnosing the problem.

SN Barcode Logistics Sweep Label

3.4 Repair or Replacement

Based on xTool technical diagnosis, our after-sales staff will send you replacement components or arrange for machine repair.

*If you want to replace the laser head, xTool customer service will arrange delivery within 1-3 workdays(If the components are in stock in the xTool US warehouse) after you pay the replacement fee. The arrival time needs to be based on your location and local logistics transportation time.

*Based on technical judgment, if your machine only needs to replace components to complete the repair, we will arrange component delivery within 1-3 workdays (If the component is in stock in the xTool US warehouse) and inform you of the shipping code. The arrival time needs to be based on your location and local logistics transportation time.

*Based on technical judgment, if the machine needs to be sent for repair, we will arrange a return label within 1 workday and feedback on the digital return label to you. After printing the return label, you need to glue the label to the package and take the packaged machine to the local logistics point for delivery. The delivery cost will be covered by xTool.

4. Termination of Service

In the case that xTool has fully fulfilled the obligations of the xToolCare service, the service will be terminated under one of the following circumstances:

1) The coverage period agreed for each service has expired.

2) The applicable service quota has been reached.

3) The user has requested to exit xToolCare, and the request has been confirmed by xTool.

5. Return and Transfer of xToolCare Service

1) You can get a refund if you are within 30 days of your xToolCare order and none of xToolCare services have been used.

2) xToolCare cannot be transferred to another user or machine after purchase.

6. Service Upgrade

1) xToolCare for D1 cannot be upgraded to xToolCare for D1 Pro.

2) Customers who have purchased xToolCare for D1 Pro V1 enjoy the right to upgrade to xToolCare V2.