1. Scope and Legal Relationship

a. Policy Scope

This Return and Refund Policy (the “Policy”) is an integral part of the Carvemate Terms and Conditions and is incorporated therein by reference.

b. Applicability

This Policy applies exclusively to products purchased directly from the Carvemate official website (www.carvemate.com). Products acquired through authorized dealers or third-party marketplaces are subject to the return and refund policies of the original seller.

2. Governing Law and Consumer Rights

a. Governing Law

This Policy is primarily governed by the laws of the Province of Ontario, Canada. However, the enforcement of mandatory consumer protection rights will be governed by the laws of the customer’s residing province.

b. Statutory Rights

Carvemate is committed to providing fair and transparent after-sales service across the country. This Policy does not affect, restrict, or limit your mandatory statutory rights under the applicable consumer protection legislation of your province or territory. In case of conflict, the governing law shall prevail.

c. Cooling-Off Period (Statutory Right of Cancellation)

For customers residing in Ontario, Quebec, or British Columbia, statutory cancellation (“cooling-off”) rights apply to online purchases:

• • • • Ontario: 10 days after receiving the later of the goods or the contract copy.
      • Quebec: 10 days after receiving the goods.
      • British Columbia: 7 days after receiving the goods.

Carvemate will comply fully with all applicable legal requirements in these provinces.

d. Voluntary Return Policy (Standard Execution)

Beyond statutory rights, the terms of this Policy represent Carvemate’s standard voluntary return and refund conditions for all other cases.

3. Categories and Conditions for Return

a. Voluntary Return (Change of Mind)

For returns requested within Ten (10) Calendar Days of receiving the product, solely due to personal reasons (change of mind), the customer may apply for a full unit return via email.

Such returns must strictly meet the following conditions:

• • • • The product is a non-customized standard model.
      • The product must be unassembled, unused, and undamaged.
      • All accessories, manuals, and original packaging must be complete and intact.

Carvemate reserves the right to determine whether to accept the return following a thorough inspection of the returned product.

Due to the size and weight of CNC equipment, return shipping can be substantial. Customers are strongly advised to review product specifications and installation requirements carefully before placing an order.

Note: This section constitutes a voluntary customer service offering by Carvemate and is not part of the statutory “Cooling-Off Period Return” mandated by law. Mandatory statutory rights (such as the unpenalized right to cancel a remote agreement) will be executed in accordance with the local regulations of the applicable province (e.g., Ontario, Quebec, BC).

b. Product Defect, Incorrect, or Transit-Damaged Return

If the product received does not match the order (incorrect product), is damaged during transit, or is missing major components that necessitate a return or exchange of the full unit, you must contact us via email within Ten (10) Calendar Days of receipt to submit a claim.

c. Return During Repair Process

Should a full unit or component return be required during the repair or service process, please contact us at any time. We will arrange the return according to the established procedure.

4. Refund Standards and Fee Allocation

a. Customer-Initiated Returns (Non-Quality Issues)

For voluntary returns unrelated to defects or shipping damage:

• • • • Return Shipping: The customer is responsible for all costs, including but not limited to shipping fees, associated with returning the product.
      • Ancillary Costs: The customer must bear any potential costs incurred during return transit that were not prepaid (e.g., customs duties, brokerage fees).
      • Original Shipping Costs: The initial shipping costs paid to deliver the product and all other associated initial fees (e.g., customs duties, clearance fees) are non-refundable.
      • Restocking Fee: A 20% Restocking Fee, calculated based on the customer’s actual paid price for the product, will be applied and deducted from the refund.

b. Other Returns (Defective/Damaged/Incorrect)

• • • • Our Responsibility (If conditions met): If you use the original packaging and the prepaid shipping label provided by us to the designated address, Carvemate will assume responsibility for all potential losses caused by shipping, damage, or delay.
      • Customer Responsibility (If conditions not met): If the return product is not shipped using the original packaging, or if the customer fails to use our specified carrier/address, the customer will assume all costs and risks arising from transit delays, return-to-sender, damage, or loss.
      • Unauthorized Returns: Returns sent without prior authorization (RMA) may be refused upon delivery, and a normal refund cannot be guaranteed.

5. Return and Refund Process

a. Submission and Contact

All communication regarding returns and refunds will be confirmed via email. Please ensure your email address is correct and current.

b. Request Submission

Email us to explain the return request and reason. Provide complete and accurate contact information (Name, mailing address, phone, email) and attach necessary evidence (e.g., proof of purchase, photos, videos).

c. RMA Issuance

All returns must be applied for and agreed upon by us. Unauthorized returns will be refused or severely delayed. If a return, exchange, or refund is confirmed, we will issue a Return Merchandise Authorization (RMA) number via email.

d. Shipping Instructions:

• • • • If all return costs are the customer’s responsibility (Section 4.a), we will notify you of the designated return address and detailed instructions.
      • If we assume the return shipping costs (Section 4.b), we will provide a prepaid shipping label or specify the authorized carrier.

e. Packaging

The returned unit must use the original packaging or equivalent protective packaging, and must be shipped using the prepaid shipping label to the designated address, to prevent transit damage or delays.

f. Inspection and Completion

Upon receipt, we will inspect the returned product to confirm it meets the stated conditions. Following a successful inspection, we will ship the replacement product/parts or process the refund.

g. Refund Processing

The eligible refund amount (after deducting any applicable fees as stipulated in this Policy) will be processed back to the original payment channel within 10-15 business days. A refund note will be emailed to you. The actual time for funds to appear in your account depends on the processing time of your payment institution.

h. Invalid Payment Method

If your original payment method is no longer valid, please contact us to provide a new account for the refund transfer.

6. Non-Returnable Items

The following items are generally not accepted for return:

• • • • Customized products or special orders.
      • Products that have been installed, used, or damaged by the customer (beyond reasonable inspection).
      • Products without original packaging or missing major components.
      • Products returned without prior authorization (RMA).
      • Products submitted after the applicable return claim period has expired.

If any damage or deficiency is due to non-customer causes, it will be handled under the terms of our Warranty Policy.

7. Contact Information： Please contact us at: [email protected]

Effective Date: May 1, 2025