Warranty

Notification: 

All customer support services and policies will be only applied to orders on https://www.cloudraylaser.com/. 

If your products are not purchased from our official website https://www.cloudraylaser.com/, but purchased through Cloudray store on shopping platforms (Amazon,ebay, Aliexpress etc.), we will not be responsible for your order directly.

 

Part I. Laser Machine 

 

1. Limited Warranty Coverage

Cloudray provides a limited warranty for complete laser machines purchased directly from Cloudray official website--www.cloudraylaser.com.

This Limited Warranty applies only to the original purchaser and is not transferable if the machine is resold, transferred, or given to another party.

 

Cloudray complete laser machines include a 2-year limited warranty, starting from the order creation date in Cloudray’s order website.

The order creation date refers to the date when the customer’s order is successfully created and recorded in Cloudray’s official website.

Please note that the warranty period does not start from the delivery date, installation date, first-use date, or machine activation date.

 

During the warranty period, if the machine experiences a malfunction under normal use, Cloudray will provide technical support to help diagnose the issue, identify the possible cause, and provide technical guidance to assist the customer in resolving the problem.

Please note that the complete machine warranty does not mean that every component has the same warranty period. Different core components are covered under their own warranty terms.

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2. Warranty Period by Component

The F-theta lens / field lens is considered a consumable or wear part and is not covered under the warranty.

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3. Laser Source Power Notice

Laser source output power may gradually decrease after long-term use. This is a normal characteristic of laser equipment and does not automatically indicate a product defect.

To help extend the service life of the laser source and the machine, Cloudray does not recommend operating the machine at full power for extended periods. For most applications, it is recommended to operate the machine at approximately 80%–85% power when possible.

 

Please note that machine damage caused by the prolonged processing of highly reflective materials (such as copper, brass, gold, silver, etc.) is excluded from our warranty service, as back-reflection can cause irreversible damage to optical components.

Notice Again: Please don't hire any third party to fix your laser machine or any machine problem, Cloudray repair station will be responsible for them. A 2-year warranty is under the condition that all repair jobs will be operated by Cloudray officials, as you hire a third party to fix the machine, the 2-year warranty will be invalid.

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4. Warranty Conditions

This Limited Warranty is subject to the following conditions:

1. The product must be purchased directly from Cloudray official website.
2. The warranty applies only to the original purchaser.
3. The product must be used under normal operating conditions.
4. The product serial number must remain intact, readable, and unaltered.
5. Any unauthorized modification, repair, or after-market addition may void the warranty.
6. The machine owner is responsible for any service, repair, or replacement that falls outside the scope of this warranty.

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5. What This Warranty Does Not Cover

This warranty does not cover damage, failure, or malfunction caused by misuse, improper maintenance, improper installation, unauthorized repair, or external conditions beyond Cloudray’s control.

Examples of non-covered situations include, but are not limited to:

• Misuse, abuse, neglect, or irresponsible operation;
• Accidental damage;
• Improper installation or improper return shipping;
• Fire, flood, lightning, natural disasters, or other acts of God;
• Inadequate or unstable electrical service;
• Improper voltage, blown fuses, or similar power-related damage;
• Service, repair, or alteration by anyone other than an authorized Cloudray representative;
• Use of components, accessories, or consumables not approved by Cloudray;
• Tampering with, altering, defacing, or removing the product serial number;
• Damage caused by after-market additions or unauthorized modifications.

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6. Maintenance-Related Exclusions

Damage caused by improper maintenance or failure to follow basic maintenance requirements is not covered under this warranty.

Examples include, but are not limited to:

• Failure to use clean water in the chiller or water pump where required;
• Failure to clean optical mirrors and lenses;
• Failure to clean or lubricate guide rails with proper lubricant oil;
• Failure to remove dust, debris, or waste from the collection tray;
• Failure to store the laser machine in a properly conditioned environment;
• Operation in unsuitable temperature, humidity, dust, or ventilation conditions.

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7. Software, Data, and Downtime Disclaimer

Cloudray is not responsible for any software programs, data, files, settings, or information stored on any media or on any part of a product returned for service or repair.

This warranty does not cover third-party software, software conflicts, virus-related issues, or software not purchased from Cloudray.

Cloudray is not responsible for loss of data, loss of production time, loss of business, or any downtime caused by a product requiring service or repair. Customers are responsible for backing up their own data, files, parameters, software settings, and work materials.

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8. Shipping, Customs, and Replacement Parts

For warranty-related cases, Cloudray will first provide technical support to diagnose the issue and determine whether the case is covered under warranty.

If replacement parts or accessories are required due to damage caused by improper operation, misuse, or other non-warranty reasons, the customer is responsible for the cost of replacement parts, international shipping, customs duties, taxes, and related fees.

For cases outside the warranty scope, Cloudray can provide a quotation for the necessary parts, accessories, or repair service.

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9. Extended Warranty

Cloudray reserves the right, at its sole discretion, to approve or deny the purchase of any extended warranty service.

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10. Post-Warranty Support and Repairs

Cloudray provides free lifetime remote technical support to the original purchaser via email, phone, or remote connection.

After the warranty period expires, replacement parts, accessories, repairs, shipping charges, customs fees, and related costs will be the responsibility of the customer.

Cloudray can provide a quotation for the required parts and repair service. Discounted pricing may be available for replacement parts and repairs.

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11. Technical Support Contact

For technical support, please contact Cloudray through the following channels:

Email: info@cloudray.com
Skype: Official Cloudray (You can search info@cloudray.com to find us on Skype.)

WeChat: cloudray-support

Phone Support:
Please email us first with your product issue, machine model, order information, photos, videos, and a clear description of the problem. Cloudray will assign the appropriate technician according to the specific issue.

 

 

PART II. Accessories

 

Notification: For Fragile items, such as Laser Tube, customization products, such as Honeycomb Work Table and Size Knife Working Table Blade, we don’t support return & exchange due to the wrong size. 

All warranty policy are adapted to customers who order directly on www.cloudraylaser.com, and all warranty policy is only valid for products during warranty period without any manual damage.

PRODUCT	TYPE	WARRANTY/MONTH
LASER CHILLER	/	24
LASER TUBE	CR35,CR45,CR50,CR70	4
	OTHER SERIES	10
FIBER LASER(RAYCUS)	/	24
RUIDA CONTROLLER	/	12
FSCUT CONTROLLER	/	24
RAYTOOLS LASER CUTTING HEAD	/	12
Au3Tech LASER CUTTING HEAD	/	12
PRECITEC LASER CUTTING HEAD	/	12
WSX LASER CUTTING HEAD	/	12
LASER POWER SUPPLY	T,DY,Z&Es SERIES	12
STEPPER MOTOR	/	12
LASER SCAN LENS	/	24
AIR COMPRESSOR	/	6
SUPPLY FLYBACK TRANSFORMER	/	6
HTD-3M LOOP/TIMING BELT	/	12
SWITCH POWER SUPPLY	/	24

 

•  The above is the warranty period of some products, if you need more product warranty period, please contact customer service: info@cloudray.com