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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.
  • You can enjoy xToolCare services after purchasing a machine and its xToolCare on the official xTool website or Amazon.
  • 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 2 Incident Costs with xToolCare
xToolCare for D1 Pro 5W $69.99 $39.98
10W $79.99 $59.98
20W $159.99 $99.98
xToolCare for M1 5W $79.99 $39.98
10W $89.99 $59.98
xToolCare for P2 55W $299.99 $199.98

*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. 

2.3 Component Coverage

For xTool S1

Component Name Standard Warranty with xToolCare
Main control board 12 months 24 months
Laser module 12 months 24 months
Power adaptor 12 months 24 months
Exhaust fan 6 months 12 months
Z-axis panel 6 months 12 months
Blind window 6 months 12 months
Front plate 6 months 12 months
TF card 6 months 12 months
Emergency stop switch 6 months 12 months
Limit sensor 6 months 12 months
Blade Not covered Not covered but enjoying free replacement with invoice
Power cord Not covered Not covered but enjoying free replacement with invoice
USB connection cable Not covered Not covered but enjoying free replacement with invoice
USB security key Not covered Not covered but enjoying free replacement with invoice
Distance sensor Not covered Not covered but enjoying free replacement with invoice
Exhaust pipe Not covered Not covered but enjoying free replacement with invoice
Key screwdriver Not covered Not covered but enjoying free replacement with invoice
Screw Not covered Not covered but enjoying free replacement with invoice
Manual guide Not covered Not covered but enjoying free replacement with invoice
Material package Not covered Not covered but enjoying free replacement with invoice
Protective lens Not covered Not covered but enjoying free replacement with invoice

*xToolCare 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.

For xTool F1

Component Name Standard Warranty with xToolCare
PCB (including main board, knob control, and interface board) 12 months 24 months
Motor 12 months 24 months
Laser module (includng lens) 12 months 24 months
Fan 3 months 6 months
Cover shield 3 months 6 months
Power adapter 3 months 6 months
Power cord 3 months 6 months
USB cable 3 months 6 months

*xToolCare 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.

For xTool D1 Pro

Component Name Standard Warranty xToolCare
PCB 12 months 24 months
Motor 12 months 24 months
Guide rail 12 months 24 months
Laser module 12 months 24 months
Power adapter 3 months 6 months
Conveyor belt 3 months 6 months
Motor connection cable 3 months 6 months
Laser connection cable 3 months 6 months

*xToolCare 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.

For xTool M1

Component Name Standard Warranty xToolCare
PCB 12 months 24 months
Motor 12 months 24 months
Laser module 12 months 24 months
Camera 12 months 24 months
Guide rail 12 months 24 months
Rotary attachment (if included) 12 months 24 months
Power adapter 3 months 6 months
Timing belt 3 months 6 months
Blade holder 3 months 6 months

*xToolCare 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.

For xTool P2

Component Name Standard Warranty with xToolCare
Laser power supply 12 months 24 months
Swithching power supply 12 months 24 months
Circuit board 12 months 24 months
Motor (including Water pump / Air pump) 12 months 24 months
Camera 12 months 24 months
Electronic lock switch 12 months 24 months
Guide rail 12 months 24 months
Timing belt 12 months 24 months
Laser tube 6 months 12 months
Reflector 3 months 6 months
Focuing mirror 3 months 6 months
Slat Not covered Not covered but enjoying free replacement with invoice
Drawer Not covered Not covered but enjoying free replacement with invoice
Power cord Not covered Not covered but enjoying free replacement with invoice
USB cable Not covered Not covered but enjoying free replacement with invoice
Exhaust pipe Not covered Not covered but enjoying free replacement with invoice
Funnel Not covered Not covered but enjoying free replacement with invoice
Antifreeze Not covered Not covered but enjoying free replacement with invoice
Screwdriver Not covered Not covered but enjoying free replacement with invoice
Manual guide Not covered Not covered but enjoying free replacement with invoice
Consumable clips Not covered Not covered but enjoying free replacement with invoice

*xToolCare 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.

3. Service of Process

3.1 xToolCare Purchase

Valid only if you purchase xToolCare within one month of the machine order being delivered.

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.

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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 obligat