Return Policy
1. Eligibility for Returns & Refunds
We accept returns and provide refunds under the following conditions:
- Damaged or Defective Items: Items received with physical damage, manufacturing defects, or incorrect specifications.
- Non-Delivery: Orders that never arrived (subject to carrier investigation).
- 14-Day Return Window: Requests must be submitted within 14 days of delivery.
- Original Condition: The product must be unused, in its original packaging, and include all accessories (e.g., power cords, manuals, tools).
2. How to Initiate a Return
To request a return, follow these steps:
1. Contact Us: Email liweixing802@gmail.com within 14 days of delivery. Include your order number, product details, photos of product condition and reason for return.
2. Approval: Our team will review your request and provide a Return Authorization and instructions if approved.
3. Ship the Item: Securely package the product. Ship to the authorized address we provide.
3. Return Shipping Costs
- Damaged Items: We cover return shipping costs. Shipping cost will be reimbursed after the returned item received and checked.
- Customer-Requested Returns: The customer is responsible for return shipping fees unless the return is due to our error.
4. Restock Fees
- Customer-requested Returns: 20% of the order amount will be charged as restocking fees.
- If the returned item is confirmed with no original packaging or lacking accessories after checking by the warehouse, 35% restock fee will be charged. The restock fee will be deducted in the refund.
5. Refund Process
- Inspection: Refunds are issued after we receive and inspect the returned item.
- Timing: Refunds are processed within 5–7 business days and may take 3–10 business days to reflect in your account, depending on your payment provider.
- Method: Refunds are issued to the original payment method or PayPal.
- Refunds exclude original shipping costs, import fees and restock fees (if applicable).
6. Non-Refundable Situations
- Customized Orders: Machines modified or engraved per customer specifications.
- Second-hand products
- Misuse or Unauthorized Repairs: Damage caused by improper use, neglect, or repairs not authorized by us.
-Missing Components: Returns lacking original packaging, accessories, or documentation.
- Missing proof of purchase (e.g., invoice) from our authorized brand stores (e.g. Amazon, Aliexpress, Walmart)
7. Warranty Coverage
Our standard warranty covers defects in materials/workmanship. Warranty claims do not require a return. Contact support for troubleshooting or part replacement.
• All HoLivoCrt CNC Machines cover 1-year warranty.
• All HoLivoCrt CNC Accessories cover 3-month warranty.
• CNC Router Bits cannot be returned once the packages open.
8. Contact Us
For questions or assistance, reach our support team at email: support@foxalien.com
9. Policy Updates
We reserve the right to update this policy. Changes will be posted on this page with a revised effective date.