Refund policy

Refund & Returns Policy – Supplies, Consumables & Operational Conditions

CUTWORX USA
Last Updated: August 20, 2025

Scope of Policy

This Refund & Returns Policy applies only to supplies and consumables purchased from CUTWORX USA, including but not limited to media, blades, inks, accessories, and other consumable materials.

Equipment purchases, software, and services may be governed by separate signed agreements, which shall supersede this policy in all cases.

All signed agreements, purchase agreements, service agreements, financing documents, and written authorizations take precedence over this policy.


1. General Return Policy

CUTWORX USA offers a 10-day return window for eligible consumables and supplies.

  • Return requests must be initiated within 10 calendar days of delivery

  • Approved returns must be received within the same 10-day period

To qualify, items must:

  • Be unused

  • Be unopened

  • Remain factory sealed

  • Be in original packaging

  • Include valid proof of purchase

Returns that do not meet these requirements will be denied and may be returned at the customer’s expense.


2. Non-Defective Returns

For non-defective returns:

  • Item must be factory sealed and unused

  • 25% restocking fee applies

  • Original shipping charges are non-refundable

  • Return shipping is the responsibility of the customer

Opened, used, altered, or damaged items will not be accepted.


3. Defective Items

Defective consumables are eligible for exchange only.

  • No refunds will be issued

  • Customer must notify CUTWORX USA within 10 days

  • Item must be returned for inspection

  • Replacement will be issued for the same product only

If the defect is confirmed, CUTWORX USA will cover return shipping.


4. Damaged or Incorrect Items

Customers must inspect all shipments upon delivery.

Claims for:

  • Damaged items

  • Incorrect items

  • Defective items

Must be reported within 10 days of delivery.

Failure to report within this timeframe may result in denial.


5. International Orders

All international sales are final.

No returns, refunds, or exchanges will be accepted for orders shipped outside the United States.


6. Return Authorization Requirement

All returns require prior written authorization.

Returns sent without approval will be refused.

To initiate a return, contact CUTWORX USA via:

Return Address:
CUTWORX USA
8101 Tristar Drive, Suite 110
Irving, TX 75063
United States


7. Return Inspection

All returned items are subject to inspection.

Items may be rejected if they show:

  • Use or wear

  • Physical damage

  • Tampering

  • Missing packaging

Rejected items will be returned at the customer’s expense.


8. Software & System Compatibility Disclaimer

Certain CUTWORX USA equipment platforms (including but not limited to Eclipse Series, Apex Series, and Comagrav systems) utilize Windows-based software environments.

CUTWORX USA is not responsible for performance issues, downtime, or incompatibility arising from:

  • Microsoft Windows updates or changes

  • Driver conflicts

  • Security certificate enforcement

  • Operating system compatibility changes

  • Third-party software interference

In some cases, additional research, development, or software updates may be required to restore compatibility. These circumstances are outside the control of CUTWORX USA.

CUTWORX USA shall not be liable for:

  • Lost production time

  • Labor costs

  • Material loss

  • Missed deadlines or contracts

  • Business interruption or lost revenue


9. Power, Facility & Operating Requirements

All equipment, consumables, and systems require proper facility conditions.

Customers are solely responsible for ensuring compliance with all specifications, including:

Electrical Requirements

  • Correct voltage

  • Proper phase (single or three-phase)

  • Adequate amperage

  • Proper circuit protection

  • Stable and conditioned power supply

  • Proper grounding

Environmental & Utility Requirements

  • Proper temperature and humidity ranges

  • Clean, dry, and regulated compressed air

  • Air must be free of moisture and contaminants

  • Stable internet/network connectivity where required

Liability Disclaimer

CUTWORX USA is not responsible for damage or performance issues resulting from:

  • Power fluctuations (surges, brownouts, blackouts)

  • Improper grounding or electrical resonance

  • Facility wiring deficiencies

  • Contaminated or wet compressed air

  • Network instability or interruptions

Any resulting damage, including to components or consumables, will:

  • Void eligibility for return or refund

  • Void warranty coverage

  • Be the sole responsibility of the customer and/or facility provider

CUTWORX USA reserves the right to request verification of facility compliance prior to approving any claim.


10. Consumables & Use Limitations

Consumable products are non-returnable once opened or used.

Eligibility for return applies strictly to unused, factory-sealed items.


11. Installation & Service Requirements

Warranty replacement parts must be:

  • Installed

  • Calibrated

  • Tested

By authorized CUTWORX USA technicians.

Parts that are:

  • Self-installed

  • Improperly installed

  • Damaged during installation

Are not eligible for return, refund, or warranty coverage.


12. Refund Processing

Once approved:

  • Refunds are issued within approximately 72 business hours after inspection

  • Refunds are returned to the original payment method

Financial institutions may require additional processing time.

If more than 15 business days have passed, contact CUTWORX USA.


13. Exchanges

To exchange an item:

  1. Return the original item (if eligible)

  2. Place a new order


14. Return Abuse Prevention

CUTWORX USA reserves the right to deny returns in cases of:

  • Excessive return activity

  • Attempts to return used consumables

  • Fraud or misuse


15. Policy Supersession

In any conflict between this policy and a signed agreement, the signed agreement shall control.


16. Contact

For return requests or questions:

17. Legal Enforcement (Texas)

This policy shall be governed by and interpreted under the laws of the State of Texas.

Any disputes arising from purchases, equipment performance, or policy enforcement shall be subject to:

  • Jurisdiction in the State of Texas

  • Venue in Dallas County, Texas

Customers acknowledge that equipment performance is dependent on proper installation, facility compliance, and operating conditions, and agree that CUTWORX USA shall not be held liable for external factors beyond its control.