Refund policy

Warranty, Return, and Refund Policy


Warranty Overview

Langmuir Systems is committed to supporting makers, fabricators, and machinists with equipment built to last. Our Warranty Program is designed to provide peace of mind through comprehensive protection against defects in materials and workmanship. The program includes a Standard Warranty provided with every eligible product, as well as optional Extended Warranty Plans for customers seeking longer and more flexible protection. This document outlines the terms, coverage, exclusions, and claim procedures for all warranty types offered by Langmuir Systems. 


Standard Warranty (Base Coverage)

All Langmuir Systems products include:
  • 12-month limited warranty on mechanical hardware from delivery date
  • 6-month limited warranty on electronics from delivery date
The standard warranty covers defects in materials and workmanship under normal use and applies only to the original purchaser. The original order number and customer contact information are required to initiate a claim.

Silver Plan Coverage

The Silver Plan extends standard coverage by:
  • Hardware: Total of 24 months from delivery date
  • Electronics: Total of 18 months from delivery date
All standard warranty terms and exclusions apply.


Gold Plan Coverage

The Gold Plan includes:
  • Hardware: Total of 48 months from delivery date
  • Electronics: Total of 48 months from delivery date
  • Expedited shipping on replacement parts for approved claims (limited for freight shipments items)
  • Priority queue processing for warranty claims and support inquiries
All standard warranty terms and exclusions apply.

What Is Covered

Warranty coverage includes replacement of parts that:
  • Were received in defective or unusable condition
  • Become defective during normal use due to material, design, or manufacturing flaws
  • Replacements may be refurbished or new, at Langmuir Systems’ discretion.

What Is Not Covered

The warranty does not cover:
  • Consumables, including plasma/mill/pressing consumables (such as electrodes, cutting tips, bits, tooling, etc).
  • Damage caused by improper use, modification, or unauthorized repairs
  • Damage from environmental exposure (e.g., moisture, rust, freezing)
  • Improper assembly or maintenance
  • Cosmetic imperfections such as scratches or dents that do not affect function
  • Normal wear and tear
  • Products that have been resold or transferred to another party

Warranty Claims for Third-Party Equipment

Langmuir Systems distributes certain third-party products—including plasma cutters and other accessories—that are covered under their own manufacturer-issued warranties. These products are not covered by Langmuir Systems’ standard or extended warranty plans. However, Langmuir Systems supports customers by assisting with the warranty claim process for these third-party items whenever possible.

What You Need to Know:

  • Each third-party product comes with its own manufacturer warranty, which defines its own coverage terms, claim process, and duration.
  • Langmuir Systems upholds these warranties and will act as a liaison with the manufacturer to help facilitate claim resolution.
  • Customers must provide proof of purchase and a detailed description of the issue when initiating a claim through Langmuir Systems.
  • In some cases, the third-party manufacturer may require the customer to contact them directly for support, repair, or replacement.

Additional Processing Time:

Warranty claims involving third-party equipment may require additional time for processing and shipping due to:

  • Manufacturer review or approval requirements
    Delays in parts availability or direct fulfillment from the manufacturer
  • Differences in service processes or lead times outside of Langmuir Systems’ control

Claims Process

All warranty claims must be submitted by the original purchaser. To initiate a claim:
  1. Contact Langmuir Systems Product Support at (833) 526-4797, Monday–Friday, 9:00 AM–5:00 PM CST. Request to speak with Product Support and provide:
    1. Your original order number
    2. A description of the issue
    3. Any requested photos or videos to document the problem
  2. If approved, Langmuir Systems may request the defective part to be returned. A return label will be provided.
  3. A replacement part (refurbished or new) will be shipped within 5 business days of receiving the returned part.
    1. Gold Plan customers receive expedited shipping and priority handling of their claim.

Limitations

Extended warranties are non-transferable and must be purchased within 30 calendar days of original delivery. Coverage does not apply retroactively to damage occurring before warranty activation. Extended Warranty Plans are non-refundable once purchased or once the covered product is delivered.


Returns and Refunds Policy

Langmuir Systems stands behind its products and is committed to helping customers resolve product-related concerns. Return eligibility depends on the type of product purchased. Machines, drop-shipped products, software, digital goods, extended warranty plans, and certain other products are subject to the restrictions described below.

Machine Sales Are Final

All machine sales are final. Langmuir Systems does not accept returns or provide refunds for machines, including the Apollo CNC Fiber Laser and any associated machine configuration, package, or option.

If a machine is damaged, defective, or not operating as intended, the customer must contact Langmuir Systems Product Support and allow Langmuir Systems a reasonable opportunity to diagnose and correct the issue.

Langmuir Systems Product Support may provide assistance through:

  • Telephone, email, video, or remote troubleshooting;
  • Repair or adjustment instructions;
  • Replacement parts or components;
  • Return and repair of an affected component; or
  • Onsite technical support when Langmuir Systems determines that onsite assistance is reasonably necessary.

The appropriate method of support will be determined by Langmuir Systems based on the nature of the issue, the customer’s location, available warranty coverage, and other relevant circumstances.

A machine requiring troubleshooting, adjustment, repair, replacement parts, or onsite service is not eligible for return or refund. The customer must reasonably cooperate with troubleshooting, inspection, testing, repair, and service efforts.

Nothing in this policy limits any rights or remedies that cannot legally be waived under applicable law.

Drop-Shipped Products

Products shipped directly to the customer by a third-party manufacturer, supplier, distributor, or fulfillment partner are considered drop-shipped products.

All sales of drop-shipped products are final. Langmuir Systems does not accept returns or provide refunds for drop-shipped products except when the product is damaged during shipping and the shipping damage is properly documented at delivery.

The customer or receiving party is responsible for inspecting the shipment and its packaging before signing the carrier’s Bill of Lading or delivery receipt.

When visible shipping damage is present:

  • The damage must be specifically noted on the carrier’s Bill of Lading or delivery receipt before the shipment is accepted.
  • The receiver must sign the Bill of Lading or delivery receipt as damaged.
  • The notation should clearly describe the damage. General statements such as “subject to inspection” may not be sufficient.
  • Photographs must be taken of the packaging, crate, pallet, shipping labels, product, and visible damage before the shipment is moved, unpacked, repaired, or altered.
  • Langmuir Systems must be notified within five business days of delivery.
  • The customer must provide Langmuir Systems with the signed Bill of Lading or delivery receipt, photographs, and any other requested documentation.

Signing a Bill of Lading or delivery receipt without noting visible damage constitutes acknowledgment that the shipment was received in apparent good condition. Langmuir Systems may be unable to pursue a carrier claim or provide a repair, replacement, return, or refund when visible damage was not documented at the time of delivery.

Customers should refuse delivery when a shipment has substantial visible damage that may have materially affected the product. The customer should contact Langmuir Systems before refusing delivery whenever reasonably possible.

Concealed shipping damage must be reported immediately after discovery and no later than five business days following delivery. Concealed-damage claims remain subject to the carrier’s reporting requirements, inspection, and approval. Reporting concealed damage does not guarantee that a claim will be approved.

For an approved shipping-damage claim, Langmuir Systems may provide repair assistance, replacement parts, product replacement, carrier claim assistance, or a refund, at Langmuir Systems’ discretion.

Return Eligibility for Eligible Non-Machine Products

Certain unused, non-machine products sold and fulfilled directly by Langmuir Systems may be eligible for return.

To qualify for consideration:

  • The return must be requested by the original purchaser within 30 calendar days of delivery.
  • Proof of purchase and the original order number are required.
  • The product must be unused, uninstalled, unassembled, unmodified, undamaged, and in resalable condition.
  • The product must include all original packaging, accessories, manuals, components, hardware, and documentation.
  • The customer must obtain a Return Merchandise Authorization number before returning or delivering the product.
  • In-person returns require prior written approval from Langmuir Systems.

Return requests submitted more than 30 calendar days after delivery will be denied unless Langmuir Systems approves an exception in writing.

Langmuir Systems may deny a return if the product shows evidence of use, assembly, installation, modification, damage, missing components, improper packaging, or any other condition that prevents the product from being resold as new.

Return Authorization

Before returning an eligible product, the customer must contact Langmuir Systems and obtain a Return Merchandise Authorization number.

The Return Merchandise Authorization number must be clearly included with the returned product. Products returned without authorization may be refused, returned to the sender, or held at the customer’s expense.

Issuance of a Return Merchandise Authorization does not guarantee approval of a refund. Final refund eligibility will be determined after Langmuir Systems receives and inspects the returned product.

Return Shipping

Unless Langmuir Systems agrees otherwise in writing, the customer is responsible for all return shipping, freight, insurance, packaging, handling, and related costs.

The customer is responsible for properly packaging the returned product to prevent damage during transit. Langmuir Systems is not responsible for products that are lost or damaged during return shipping.

Original shipping, freight, delivery, residential delivery, liftgate, installation, expedited shipping, and handling charges are non-refundable.

Inspection and Restocking Fee

Langmuir Systems will generally inspect an authorized return within five business days after receiving it.

If the product satisfies all return requirements, the approved refund will be based on the original amount paid for the returned product, less:

  • A 20% restocking fee;
  • Original shipping, freight, delivery, and handling charges;
  • Return shipping or freight costs paid by Langmuir Systems;
  • Missing component or replacement packaging costs;
  • Cleaning, repair, testing, or refurbishment costs; and
  • Any other non-refundable charges associated with the order.

If the product does not satisfy the return requirements, Langmuir Systems may deny the refund or deduct the costs necessary to restore the product to a resalable condition.

If a return is denied, the customer may be responsible for the cost of shipping the product back to the customer.

Damaged, Defective, or Incorrect Products

Customers must inspect all products promptly after delivery and notify Langmuir Systems of damaged, defective, missing, or incorrect products within five business days.

The customer must retain the product, parts, packaging, crate, pallet, and shipping materials until Langmuir Systems provides further instructions. Discarding packaging or shipping materials may prevent Langmuir Systems or the carrier from properly evaluating a claim.

Langmuir Systems may require photographs, videos, troubleshooting, testing, inspection, return of a component, or other documentation before determining the appropriate resolution.

Depending on the circumstances, Langmuir Systems may provide troubleshooting assistance, replacement parts, repair, product replacement, account credit, or another appropriate remedy.

A product issue that can be corrected through support, repair, adjustment, or replacement parts does not automatically qualify the product for return or refund.

Software and Digital Goods

All software, license keys, downloads, upgrades, subscriptions, digital files, and other digital goods are final sale and non-refundable once delivered, downloaded, activated, accessed, or otherwise made available to the customer.

Extended Warranty Plans

Extended Warranty Plans are non-refundable once purchased or once the covered product is delivered, whichever occurs first.

The non-refundable nature of an Extended Warranty Plan does not alter or eliminate the coverage provided under the applicable Silver Plan, Gold Plan, or other warranty terms described elsewhere in this document.

Additional Non-Returnable Products

The following products are not eligible for return unless Langmuir Systems approves an exception in writing:

  • Machines and machine systems, including the Apollo;
  • Drop-shipped products, except in cases of properly documented shipping damage;
  • Custom-made, special-order, configured, modified, or personalized products;
  • Used, installed, assembled, altered, or damaged products;
  • Consumables, tooling, cutting components, pressing consumables, and wear items;
  • Hazardous materials, chemicals, flammable liquids, and gases;
  • Clearance, closeout, final-sale, and specially discounted products;
  • Gift cards;
  • Software and digital goods; and
  • Extended Warranty Plans.

Exchanges

Langmuir Systems does not process direct exchanges.

When an eligible return is approved, the customer must return the original product in accordance with this policy and place a separate order for the replacement product.

Refund Processing

Langmuir Systems will notify the customer after the returned product has been inspected and a refund determination has been made.

Approved refunds will generally be issued to the original payment method within 10 business days following approval. Financial institutions and payment processors may require additional time to post the refund to the customer’s account.

Policy Exceptions

Any exception to this policy must be approved in writing by an authorized Langmuir Systems representative.

Verbal statements, troubleshooting discussions, onsite service, or issuance of a Return Merchandise Authorization do not modify this policy or guarantee a return or refund.

Contact Us

For warranty support, machine troubleshooting, shipping-damage claims, or eligible return requests, contact:

Langmuir Systems Product Support
Phone: (833) 526-4797
Email: support@langmuirsystems.com
Address: 301 S Trade Center Parkway, Conroe, TX 77385
Support Hours: Monday–Friday, 9:00 AM–5:00 PM Central Time