General Procedure

Complete a Returns Authorization Request form. You can request a form from us or download the form here.

Submit a completed Returns Authorization Request form to us by either fax or email before returning the goods to us.

Note: Returns will not be accepted should the goods be returned without a valid RMA number.

Upon receipt of the completed form, Laser SOS USA will assign an RMA number to the RMA form. This will be dated, authorized and returned to the customer by fax or email.

Note: The RMA number will remain valid for a period of 30 days after issue.

The customer should return the package or goods together with a copy of the dated and authorized RMA form. Laser SOS USA will process the returned goods and keep the customer informed of the progress.

Please click on the links below for more information on the following.

Shipping Charges | Warranty Claim | Repair/Exchange | Repair/Rebuild

Shipping Charges

It is the responsibility of the customer to arrange and pay for freight door to door. It's recommended to have sufficient insurance to cover any damages in transit. Laser SOS USA reserves the right to refuse any returned part based on the condition of the part received on the Repair/Exchange. Any additional costs, charges, duties and taxes etc will be invoiced to the customers account.

If it is ever necessary to repackage any Laser SOS USA product for reshipment, use the original shipping carton, crate and all packing material, if available. If the original packing material is not available, use similar.

Warranty Claim

All product is warranted to meet published specifications and to be free of defects in material and workmanship for a period of one year following delivery. The following exceptions do apply:

• Items damaged as a result of negligence, mishandling or misuse.
• Parts that carry an individual warranty for example lamps whose warranty may be based on usage hours.
• Optics and other consumable products, i.e. Filters, Lenses, Mirrors, Laser Rods, Q-Switches, etc.

Repair/Exchange

Advanced replacements are made at the discretion of Laser SOS USA. Where an advanced replacement is carried out, Laser SOS USA will invoice the customer for the advanced replacement. The replacement value will then either be credited back to the customer in full where the replacement has been made against a validated warranty claim, or a partial credit will be given to the customer where the replacement has been made against the repair or refurbishment that can be economically effected.

Repair/Rebuild

Where items are returned for repair or refurbishment, Laser SOS will carry out an investigation and if repair or refurbishment is possible, a quote will be issued to the customer for work to be done within a suitable time frame. All repairs and refurbishments are guaranteed for a period of 90 days following delivery.

It should be noted that Laser Rod breakages can occur during refurbishing, and Laser SOS USA cannot be held responsible for any damage or breakages that occur during these processes.

Laser SOS USA assumes no liability expressed or implied regarding the structural integrity of Laser Rods sent to us for refurbishing.