At Caverjoy, we place great emphasis on product quality and customer satisfaction. We want you to be happy with your purchase. However, if you are not completely satisfied for any reason, please refer to our return and refund policy outlined below.
This policy applies to purchases made directly through wp.caverjoy.com. Products purchased through authorized resellers or other sales platforms are subject to their respective policies. Please contact the reseller or platform for further information.
This policy applies together with our Shipping Policy and Warranty Policy. Nothing in this policy limits any non-waivable rights you may have under applicable consumer protection law. If any provision of this policy conflicts with a mandatory requirement of applicable law, the law controls.
1. Return Period
- A return request may be made within 30 calendar days of receiving the goods.
- The return shipment must be made within 30 calendar days of submitting the return request. After this period, your return request will be automatically canceled without prior notice.
2. Returnable Items
To be eligible for a return, products must be in the same condition as you received them: unused, complete, with all tags attached, and in the original packaging. Upon arrival, the return will be inspected.
The following are excluded from return, or are handled separately:
- Damaged, Defective, or Incorrect Items: If you receive a product that is damaged, defective, or not what you ordered during transport, please contact our customer service within the 30-day return period to arrange a return or exchange. In such cases, we will cover all return and replacement shipping costs. After the 30-day return period, defects in materials or workmanship are governed by our Warranty Policy, which provides for repair or replacement. Nothing in this policy limits your rights under the Warranty Policy or applicable consumer protection law.
- Damage Due to Improper Handling: Products damaged due to improper handling, unauthorized disassembly, or malfunction are excluded from return, and the return request will be rejected. You may contact support@wp.caverjoy.com for repair support under our Warranty Policy.
- Missing Accessories or Packaging: For a successful return, the product must be returned with all accessories, any gifts, and original packaging. Otherwise, the return may be rejected or a reduced refund may be issued.
- Bundle Offers: For bundle offers containing discounted products, returns and refunds are only possible for the entire bundle. Individual products from a bundle offer cannot be returned separately.
- Materials and After-Sales Parts: Non-defective consumable materials and after-sales parts are not eligible for no-reason returns. If a part is defective or incorrectly shipped, please contact customer service within the 30-day return period, and we will handle it under this policy or our Warranty Policy.
3. Return Procedure
- Submit a Return Request: Email support@wp.caverjoy.com with:
- The original order number and the exact name of the products to be returned;
- A brief reason for the return (e.g., change of mind), along with clear evidence (screenshots, photos, or videos, and, if applicable, operation log files).
- Customer Service Review: We will process your request within 2 business days after receiving it and contact you to discuss the further return process.
- Ship the Product: Once the return request is confirmed and approved, please send the products in the original packaging. You will receive the return address from our customer service.
- Quality Check: Upon arrival at our center, a quality control check will be carried out. Please stay in touch and check your emails regularly to confirm that we have received the returned products.
4. Packaging and Shipping Notes
- Each return must first be confirmed and checked by our customer service. Unauthorized returns may be rejected, and you may be liable for the loss of returned products.
- Each return must be sent to the return address provided by our customer service; otherwise, you may be liable for the loss of returned products. Freight must be prepaid; we do not accept freight-collect packages.
- To avoid damage during transport, all returned products must be packed in the original box and original packaging materials. Please reuse the box and packaging materials in which you received the goods.
- Please choose a trackable shipping method and provide a valid tracking number. Please monitor the shipment status closely. We are not responsible for lost packages sent via external carriers, except where required otherwise by applicable law.
Return Address:
Room 1701, Unit 1, Building 1, No. 9 Industrial West Road, Songshan Lake, Dongguan, Guangdong, China
5. Refunds
Refund Processing Time: We will initiate the refund within 7 business days after receiving and inspecting the returned products. The time for the refund to appear in your account depends on your bank or payment provider and may take up to 7 additional days.
Refund Amount: A service fee and return shipping will be incurred for returning non-defective products. The service fee amounts are set out below:
| Package Status | Product Category | Service Fee* |
|---|---|---|
| Unopened | Machine | 5% |
| Unopened | Accessory | 5% |
| Opened, Unused | Machine | 15% |
| Opened, Unused | Accessory | 20% |
| Opened, Used | Machine | 30% |
| Opened, Used | Accessory | 20% |
* Service fees are charged only to the extent permitted by applicable law and are disclosed before purchase through the checkout page or a link to this policy. If a fee is not permitted under applicable law, it will not apply. This service fee does not override any non-waivable right you may have under applicable state law.
Refund Amount and Account Notes:
- PayPal and credit card issuers charge certain bank fees, which may affect the final amount you receive.
- We can currently issue refunds only to the original payment account used for the purchase. If you wish to redirect the amount to another account, please contact your bank directly.
6. Order Cancellation and Delayed Shipment
We strive to process and deliver your orders efficiently and promptly.
Cancellation by You: If you wish to cancel an order, please contact us within 2 hours of placing your order to arrange a cancellation (this window is prominently disclosed at checkout). If your order exceeds the 2-hour period:
- In-stock items may already be undergoing internal processing, handed over to a carrier, or in transit, and therefore may no longer be cancelable.
- Pre-order items: If you wish to cancel a pre-order before shipping for other reasons, please contact our customer service. We will do our best to assist you.
If We Cannot Ship on Time: If we are unable to ship your order within the estimated timeframe stated in our Shipping Policy, or within 30 days after receiving your order if no timeframe was promised, we will notify you, provide a revised shipping date, and offer you the option to continue waiting or cancel the order for a full refund. Refunds will be issued to the original payment method.
Notes on Failed Cancellation:
- If it is too late to cancel your order, please contact our customer service immediately upon receipt of the package to initiate a return and refund request.
- Regarding chargebacks: Filing a dispute or chargeback directly with your card issuer may lead to an extended review and prolong the refund process by up to 90 days. If you have a question about your order, we encourage you to contact support@wp.caverjoy.com first, and we will address your request within a reasonable time. This section does not limit your right to file a dispute with your card issuer under applicable law.
- Regarding refused packages: If you refuse the shipment by not paying applicable duties or by declining to sign for delivery, the parcel may be returned, destroyed, or lost. In that case, duties, shipping costs, carrier fees, and other costs actually incurred will be deducted from any refund to which you are otherwise entitled, to the extent permitted by applicable law. This does not limit your right to refuse a shipment where the product is defective or not as described, and the deduction described above will not apply in such cases.
7. Amendments
We may update this policy at any time. The “Last Updated” date at the top shows the effective date. Your continued use of our services after the update means you accept the new policy. For material changes, we will provide reasonable advance notice by email or a prominent notice on the Site where practicable.
Caverjoy reserves the right to interpret this policy, provided that such interpretation does not limit any non-waivable right you may have under applicable consumer protection law.
8. Contact Us
For questions about this policy or to initiate a return and refund request, contact:
Caverjoy Laser Technology Co., Ltd.
Email: support@wp.caverjoy.com
Telephone: +86 18601672919
Address: Room 1701, Unit 1, Building 1, No. 9 Industrial West Road, Songshan Lake, Dongguan, Guangdong, China
Website: wp.caverjoy.com