xToolCare Terms of Service

Thank you for purchasing xToolCare. Please note the following important points:

• By purchasing xToolCare, you acknowledge that you have read, understood, and agreed to these terms.
• Purchase of xToolCare is optional and up to your own decision. Whether or not you purchase the xToolCare, you are still entitled to your statutory warranty rights under applicable local laws.
• You have a 14 day cooling off period starting from the date of purchase, during which you can cancel your xToolCare and get a full refund provided that you have not made a claim within this period. You may submit your cancellation request by contacting Support@xtool.com.
• You can enjoy xToolCare services if you purchase a machine from the official xTool website, Amazon, or eBay. However, xToolCare itself is exclusively available through the official xTool website at https://asia.xtool.com/. You can only get it at the xTool official website.
• A single xTool machine can only bind to xToolCare once.
• The SN barcode and logistics sweep label of the machine is essential for using xToolCare. Please keep the information private and well. It is advised that you take photos of the SN barcode and logistics sweep label when the product arrives.
• Valid only if you purchase xToolCare within 90 calendar days of the machine order being delivered.
• If any part of this xToolCare Terms of Service conflicts with your local laws, your local laws will take precedence.

1. Introduction

All xToolCare services are provided by https://asia.xtool.com/.

The following is an introduction to xToolCare.

xToolCare services may differ depending on the product. Please refer to a product's page description when purchasing xToolCare.

1.1 Official Extended Warranty, Create with Confidence

Extend your 2-year standard warranty by up to 3 years, ensuring lasting protection for your creative projects. This benefit shall commence upon the expiry of your standard warranty period.

*The duration of the extended warranty shall vary according to the service package purchased. Extended warranty coverage for certain core components may differ from that of the main unit. For specific details, refer to Clause 2.2.

1.2 Core Component Accident Protection

Within the xTool Care service period, if your core component (laser module, print head) is damaged due to an accident, replace it with a new one for only the service fee (as provided in Section 2.3), saving up to 80% compared to standard repair costs.

This benefit is limited to a maximum of two (2) uses during the xTool Care service period.This benefit shall become effective upon your binding of the care service and shall be available for use during both the standard warranty period and the extended warranty period.

*The Core Component Accidental Damage Protection benefit is exclusively applicable to designated machine models. F1, F1 Ultra, and F1 lite are not currently eligible for this coverage.

*xTool technician will help you diagnose the machine failure and provide corresponding solutions. Repair only applies to damage or malfunction that has been confirmed by the xTool technical engineer. And each time, only one component can be repaired.

*Standard Repair Costs means the total amount payable by a customer who has not purchased the Care service when requesting repair services for accidental damage, including
(i) the cost of the core components to be repaired or replaced,
(ii) the round-trip logistics or shipping fees, and
(iii) the applicable Service Fee.

1.3 Free Full Machine Renewal

Within the xTool Care+ service period*, users are entitled to a one-time free full machine replacement service before returning the orginal device. This benefit ensures that complex technical hurdles do not interrupt your creative workflow. Please note that whether or not you choose to purchase xTool Care+ service does not affect, limit, or replace your statutory rights under applicable consumer protection laws, including your right to remedies free of charge in case of non-conformity.

*By binding the xTool Care+ service, users are entitled to a one-time free full device replacement service within 2 years upon receipt of device.

Applicable models：
This benefit is exclusively available for selected models, including F2 Ultra UV, P3, F2 Ultra, F2, M2,MetalFab Laser Welder (1200W/800W),Wonder Press.
This benefit is applicable for malfunction and accidental damage, and shall become effective upon meeting one of the following eligibility criteria:
- Irreparable Unit Failure: The device issue cannot be resolved through individual part replacement and must be returned to the factory for comprehensive servicing.
- High-Value Component Failure: The failure involves multiple high-cost core components, where the total repair cost is deemed disproportionate to the machine's value.
- Excessive Downtime: The estimated repair cycle is excessively long, significantly impacting the user's normal production or business operations.

Exclusions:
- This benefit does not apply to device malfunctions that can be effectively resolved through standard component replacement or remote technical guidance.
- The determination of renewal eligibility is subject to final confirmation by an xTool authorized technical engineer after a professional diagnosis.

Replacement Policy:
- New Unit Replacement: If the remaining warranty period of the device is eighteen (18) months or longer, and new unit inventory is available, the device will be replaced with a new unit.

- Refurbished Unit Replacement: If the remaining warranty period is less than eighteen (18) months, and refurbished unit inventory is available, the device will be replaced with a refurbished unit.

All replacements are subject to stock availability, and the final replacement method is subject to xTool's assessment.
- Alternative Solutions: In the event that the corresponding inventory is unavailable, we will consult with the user to provide a waitlist option or other alternative solutions.

1.3.1Service Request Submission

(1) Please provide accurate and truthful information on the application interface.
(2) Ensure the Product Serial Number (SN) is correct before submission. Do not tear, alter, or replace the SN sticker. If the SN is incorrect or unidentifiable, the "Worry-Free Replacement" application cannot be processed.
(3) If the product information submitted (including but not limited to the device itself, SN code, etc.) does not match the actual product received, xTool reserves the right to refuse service and return the product at your expense.

1.3.2Payment Confirmation & Fulfillment

(1) Please verify that all replacement information is correct. Once the request is confirmed approved by our technical team and the replacement unit has entered the shipping stage, the service cannot be canceled or modified. The one-time replacement quota will be considered consumed and cannot be reinstated.

(2) Device Exchange Obligation: Upon receiving the replacement unit, the original (old) device must be returned to xTool using the provided shipping label. You shall have no further claims to the original device, including but not limited to fault detection, damage assessment, or price quotes. Failure to return the original device may result in the suspension of all future services and potential legal claims.

(3) Warning on Abnormal Equipment & Misconduct: Abnormal devices are ineligible for replacement service. This includes, but is not limited to: lost devices, counterfeit/imitation machines, devices with unauthorized disassembly of the body or battery, altered serial numbers, devices in "Lost Mode," or devices containing non-original parts.Ineligibility & Misconduct: xTool reserves the right to restrict or refuse service if there are unresolved abnormal cases, or suspected suspicious behavior (e.g., continuous or bulk replacement requests) associated with your account or linked accounts, unauthorized modifications, non-original parts, or serial number tampering. Technical Verification: All requests are subject to remote video diagnosis. If the device is found to be functional or if the damage is caused by intentional misuse to trigger a replacement, xTool reserves the right to reject the claim.In cases of fraud, material misrepresentation, or failure to return the original equipment, xTool may immediately cancel the service without prior notice. You may be required to pay for all past and current services provided, no refunds will be issued, and future purchases or renewals may be restricted.

1.3.3 Shipping the Original Device

To prevent damage during transit, please ensure the device is properly packaged before handing it over to the courier. (preferably using the original packaging or the box from the replacement unit). xTool reserves the right to claim compensation for any avoidable losses caused by inadequate packaging. The original device and all corresponding components must be handed over to the courier within [7] business days of receiving the replacement unit. If you fail to return the complete damaged components corresponding to the replacement service, you must pay for the missing parts; otherwise, the replacement service will not be processed.

1.3.4Receiving the Replacement Unit

(1) The replacement product will be shipped to the address provided. Any losses resulting from incorrect addresses, phone numbers, or refusal of delivery shall be borne by the user.

(2) To protect your rights, please inspect the product upon delivery for any shipping damage. If an functional abnormality is found, you must contact our After-Sales Service Center within 24 hours of signing for the package, in accordance with logistics claim procedures. Requests made after this window will be interpreted as your confirmation that the product is received in good condition and fully functional.

(3) After the replacement service, if the Serial Number (SN) changes, the new product will be bound to the original Care plan and inherit the remaining validity period of all services.

1.4 Priority Access, Quick Response

xTool's expert technical team offers one-on-one consultation, with a swift 2-hour response time, providing accurate diagnostics and maintenance recommendations.

This benefit shall become effective upon your binding of the care service and shall be available for use during both the standard warranty period and the extended warranty period.

2. Clauses

2.1 Service of Scope

2.1.1 Exclusions

The losses, expenses, and liabilities listed below are not covered by any of the xToolCare services:

1) The part is not covered by the service.
2) xTool laser product is completely destroyed and cannot be recovered.
3) xTool product is lost.
4) Purchase the xToolCare after the machine fails.
5) Damage is covered by the standard warranty.
6) Damage caused by using the xTool product with a non-xTool product or third-party accessory/software that is not authorized by xTool.
7) Damage to components caused by unauthorized repair or replacement.
8) Damage to the product is caused by deliberate actions.
9) Damage to the product caused by installation, usage, or operation not in accordance with the recommended use, as outlined in the product's user manual.
10) Damage to the xTool product caused by using the product to engage in illegal activities.
11) Direct or indirect loss caused by a natural disaster, war, military action, riot, coup, terrorist activities, etc.
12) Damage to the product is caused by nuclear radiation, nuclear explosion, nuclear pollution, or other radioactive pollution.
13) Products are purchased from non-xTool official or authorized channels.
14) xToolCare and the corresponding product are not purchased from the same country or region.
15) The service is applied outside of the coverage area.
16) The date when you apply for the services is not within the validity period of the service.
17) Failure to apply for the service in accordance with the service process.

2.2 Component Coverage

For xTool F2 Ultra UV

*xToolCare only applies to damage or malfunction that has been confirmed by the xTool technical engineer. And each time, only one machine or one component can be repaired.

For xTool F2

*xToolCare only applies to damage or malfunction that has been confirmed by the xTool technical engineer. And each time, only one machine or one component can be repaired.

For xTool P3

*xToolCare only applies to damage or malfunction that has been confirmed by the xTool technical engineer. And each time, only one machine or one component can be repaired.

For xTool P3

*xToolCare only applies to damage or malfunction that has been confirmed by the xTool technical engineer. And each time, only one machine or one component can be repaired.

For xTool F2 Ultra

*xToolCare only applies to damage or malfunction that has been confirmed by the xTool technical engineer. And each time, only one machine or one component can be repaired.

For xTool F2 Ultra（single）

*xToolCare only applies to damage or malfunction that has been confirmed by the xTool technical engineer. And each time, only one machine or one component can be repaired.

For xTool Apparel Printer

*xToolCare only applies to damage or malfunction that has been confirmed by the xTool technical engineer. And each time, only one machine or one component can be repaired.

For xTool S1

*xToolCare only applies to damage or malfunction that has been confirmed by the xTool technical engineer. And each time, only one machine or one component can be repaired.

For xTool F1 Ultra

*xToolCare only applies to damage or malfunction that has been confirmed by the xTool technical engineer. And each time, only one machine or one component can be repaired.

For xTool M1 Ultra

*xToolCare only applies to damage or malfunction that has been confirmed by the xTool technical engineer. And each time, only one machine or one component can be repaired.

For xTool M2

*xToolCare only applies to damage or malfunction that has been confirmed by the xTool technical engineer. And each time, only one machine or one component can be repaired.

For xTool Wonder Press

*xToolCare only applies to damage or malfunction that has been confirmed by the xTool technical engineer. And each time, only one machine or one component can be repaired.

For xTool P2S

*xToolCare only applies to damage or malfunction that has been confirmed by the xTool technical engineer. And each time, only one machine or one component can be repaired.

For xTool Apparel printer

*xToolCare only applies to damage or malfunction that has been confirmed by the xTool technical engineer. And each time, only one machine or one component can be repaired.

2.3 xTool Care Basic Fees and Core Component Accident Protection Service Fees

*“Basic Fee” refers to the purchase price paid by the Buyer for the Care service, excluding any additional charges or optional service fees.

3. Service of Process

3.1 xToolCare Purchase

Valid only if you purchase xToolCare within 90 calendar days of the machine order being delivered.

3.2 xToolCare Binding & Usage

Automatic Binding：

To enhance user convenience, when all of the following conditions are met, the xToolCare will be automatically bound to the machine:
1) the xToolCare and the machine eligible for that xToolCare are included in the same order;
2) the machine has not been bound to any xToolCare;
3) the machine has been successfully received.

The xToolCare is considered officially bound and activated once the automatic binding is completed. Upon automatic binding, xToolCare will be validated pursuant to this Term of Service, i.e. even if no benefits are used within the validity period, the service will expire and once expired, the binding cannot be undone. Automatic binding does not affect your right to cancel within any applicable cooling‑off period.

After the automatic binding is completed, a binding-confirmation notification will be sent to your email. If the automatic binding is incorrect, you can contact customer support to request unbinding provided that no xToolCare benefits have been used and the xToolCare have not expired.

If the aforementioned conditions are not met（e.g., when the machine and xToolCare are purchased under separate orders) , the automatic binding process will not be triggered. The binding process must be completed manually by following the steps provided below.

Manual Binding Process:

Step 1: Log in to the Support Center
Use the email address associated with your xToolCare purchase to log in to your Support Center account.If you haven’t registered yet, please sign up using the same email address.

Step 2: Go to “My Device” and click “Add Device”
Add your machine by clicking the “Add Device” button.Make sure you have your machine’s Serial Number (SN), proof of the serial number, and purchase receipt ready. Having these documents prepared will help ensure a smooth binding process.

Step 3: Bind xToolCare to Your Device
Click the “Bind Care” button to link your xToolCare service to the machine.This step is essential for activating your xToolCare coverage. *Note: Once xToolCare is bound to a machine, it cannot be refunded.（This does not affect your right to cancel within any applicable cooling‑off period.）

Step 4: Submit a Repair Request
When NeededIf you require service, you can easily submit a repair request through your account whenever needed.

3.3 Problem Report & Diagnosis

Provide photos of machine SN barcode and logistics sweep label. Clearly articulate the problem. And support xTool technicians in diagnosing the problem.

4. Termination of Service

In the case that xTool has fully fulfilled the obligations of the xToolCare service, the service will be terminated under one of the following circumstances:

1) The coverage period agreed for each service has expired.

2) The applicable service quota has been reached.

3)The user has requested to exit xToolCare, and the request has been confirmed by xTool.

5. Return and Transfer of xToolCare Service

1) You are eligible for a refund if you request it within 30 days of your xToolCare order and no xToolCare service has been bound to any machine. Alternatively, you may exercise your right to cancel during any applicable cooling‑off period, regardless of whether binding has already been completed.

2) xToolCare cannot be transferred to another user or machine after purchase.

6. Service Upgrade

1. Cross-model upgrades are not permitted for xToolCare services. Example: xToolCare for P2 cannot be upgraded to xToolCare for P2s.

2. Customers who purchased xToolCare for D1 Pro V1 are eligible to upgrade to xToolCare V2.