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Returns & Refunds

We have a guaranteed warranty and provide after-sale customer service for our products. If there is any quality issue, please feel free to contact us, and we will offer professional instructions and solutions in a timely manner.

Online Returns Policy

With limited exceptions, we do not provide pre-paid return labels; you are responsible for covering shipping costs to return the item(s).

 

  • Items must be sent back within 30 days of the delivery date.
  • Items must be unused and have original tags attached.
  • We are not liable for any return packages that may become lost or stolen in transit.
  • Please keep your proof of postage and/or return tracking number when shipping back your returns.
  • Returns are processed within 5–7 business days after your item(s) is/are delivered to us.
  • Damaged, defective, or incorrect items must be reported within 7 days of delivery.

 

Warranty & Return

Customers can contact us within 30 days of receiving an item. If you have received a defective or damaged item, the wrong plug type, or the wrong product, please contact us immediately at service@atezr.com.

We guarantee a 1-year warranty. We accept returns within 30 days and exchanges within 30 days if there are any quality problems. If the customer finds damage not caused by themselves or another person within one week of receiving the goods, we will send replacement parts free of charge. After one week, the customer has to bear the shipping cost of replacement parts.

During the maintenance period, all accessory costs and shipping charges are paid by the buyer.

The printers that we sell are new factory-made products, and all parts used are the same as the original parts.

In order to help technicians address your product problem faster and assist you in solving the problem or resending parts, please describe the problem to us and provide:

  1. The order number (order number always beginning with ATS-), the model of the machine, and a detailed description of your problem.
  2. A clear video or photo describing your problem.
  3. For defective, incorrect, or not-as-described items, a clear picture or video of the problem with the item.

 

Order Cancellation

Customers can cancel their order at any time prior to shipping, but please contact us first. We will help you cancel the order and process your refund, and the refund will take 5–8 business days to deposit into your account.

We promise to process your request to cancel your order within 24 hours on weekdays. However, once the order has been dispatched, the order cannot be canceled, changed, or refunded. Upon receipt of the package, our Warranty & Return policy comes into effect.

 

Exchanges and Returns

You must first contact us and get our written approval before sending any item back. Any product returned without prior acceptance will not be refunded.

Custom items and special orders may not be returned unless they have been determined to have been provided in error by our company. If the goods are returned without any quality problems, it is necessary to ensure that the goods’ condition does not affect their resale. If the returned goods’ condition affects their resale, our company will charge appropriate fees, including packaging fees.

 

Solutions

  • Atezr's Responsibility

If our company is responsible for the issue, we will allow a return to our warehouse for a refund or an exchange.

Once we receive the item, we will refund in full the original product price and its shipping fee or resend a replacement for free at our expense. This solution is only applicable when Atezr.com is responsible for shipping the wrong item.

  • Customer's responsibility

Incorrect order or an unwanted item

If the customer wants to return the item(s) for his/her own reason, we can also allow a return. In this case, the customer will be responsible for these costs:

  • The shipping fee both ways (to and from our warehouse)
  • 4.4% of order total value(PayPal transaction fee)
  • 5% of the order total value(labor commission and service charge)

 

The customer needs to provide a shipping tracking number and proof of payment to us, and we will arrange the refund as soon as we receive these.

 

Satisfaction Guaranteed

Your satisfaction is our priority!

If you are dissatisfied with your order, please contact us within 30 days of receiving the product to request a return. Our customer service team will provide you with an RMA form and our return address. All return shipping fees are at the customers' own expense.

 

Additional Notes about Warranty

All returns must first be approved by our customer service team; if approved, you will be provided with an RMA form. Items returned without an RMA form will not be accepted.

All returned items must be in brand new condition, be unused, and come with all original tags and their original packaging.

If the customer requests a refund, we will refund the original product cost upon receiving the returned item. All shipping fees to return the item, as well as the original shipping fees, are non-refundable.

We do not accept returns on discounted items unless the customer received the wrong item or the item was faulty.

 

Compensation Time Frame

 

For returned or exchanged items, we will need 3–6 business days upon receiving your item(s) to complete the process.

After this time, the refund time frame is as below:

PayPal account refunds: Up to 48 hours

Please go to our Contact Us page for further help. We will do our very best to help you and reply to all messages within 48 hours.

 

Return Address:

5521 Schaefer Ave, Chino, CA 91710, USA

In order to provide better service to you, If you need to refund your products, please contact us in advance. If you need any help with orders, please contact us. We highly recommend contacting us by email.

Email: service@atezr.com

Tel: (510) 485-0341

Office Hours: 9:00 a.m. to 6:00 p.m. PST

If you need after-sales service or technical support, please contact us at service@atezr.com.