Warranty Statement

At RLSOO OFFICIAL STORE, we want to ensure we provide great service to our customers. For this purpose, we have prepared a Warranty Statement to inform you of our procedures and how we intend to handle warranty requests. Please note that the following statement applies only to individual customers.

To ensure a smooth process for warranty support, please properly keep your purchase receipt, invoice, and other relevant paperwork for your RLSOO product as proof of purchase for any future service inquiries. This will help us provide fast and efficient service in case of a warranty claim. Please note that only purchase receipts issued by Rlsoo or distributors authorized by Rlsoo are valid for warranty. All refunds, returns, and replacements will only be processed after the original products have been received and inspected at our local warehouse.

Any warranty case must be submitted via our official email: hello@rlsoo.com. Please note that all return requests must be submitted to our official customer support first and the package must be returned to our designated address, otherwise you could be liable for the loss of the returned items. Any return that has not been confirmed and monitored by customer support might be lost.

Documentation needed for a warranty service:

  • Purchase receipt, invoice, and other relevant paperwork.
  • A brief description of the product issue along with clear evidence of its presence (e.g., photos, videos, and log files where relevant).

The following policy terms will not affect any other rights you are entitled to under the applicable laws of your state or jurisdiction.

If the product is purchased on a 3rd party website or via other purchasing channels such as a retail purchaser (“Resellers”), you shall follow their individual return and exchange policies.

Printer Packaging

The original packaging can provide the best protection for the products, and improper packaging may void warranty and be subject to charges. Pack the products according to our instructions to prevent damage in transit. RLSOO will cover the cost of return shipping which is caused by our product quality during the warranty, but you will be responsible for the returned product's packaging and any damage occurring in transit caused by improper packaging. So we highly recommend that you keep the original packaging box and packing materials of the product in case you need to return it for warranty service.

Return and Refund Policy

We are happy to accept your request for return service in any of the following circumstances:

  • Within 14 calendar days of receiving a product which has critical failures, manufacturing defects, or any functionality issues.
  • Within 14 calendar days of receiving a product which has sustained substantial damage in transit, provided that the damage proof issued by the carrier can be provided to RLSOO.
  • Within 14 calendar days of receiving a product which is unopened, unactivated, and is still in its new condition.

If you return a product based on a reported issue, the product will be inspected before the refund is processed. If the returned product is confirmed to have no such issue as reported after all appropriate tests are conducted by Rlsoo, Rlsoo will charge the shipping fee for each returned item. The shipping fee will be deducted from the total refund amount.

Shipped goods have to be returned to our warehouses/designated places before we proceed with the refund.

We will deduct related costs for any missing parts, such as accessories, cables, or filaments, from the total refund amount.

You should bear all the shipping charges caused if you request to return a non-defective item such as a Battery,Chains etc, within 14 calendar days of receiving the product.

Unfortunately, RLSOO will not provide return service under any of the following circumstances:

  • The return request is beyond 14 calendar days of receiving a product.
  • The received product has missing accessories, cables, Battery,Chains, or any items which are included in the original package.
  • The received product contains accessories, cables, Battery,Chains, or any item which has external damage, such as cracks, dents or scratches. Confirmed logistics damage are not considered in this scenario.
  • RLSOO identifies, through evaluation and testing, that the defect(s) or malfunction (s) are caused by user's error, such as dropping to the ground, supplying wrong voltages, water damage, etc.
  • The product is found to have no defects after all appropriate tests are conducted by Rlsoo.
  • The purchase receipt, invoice, or other relevant paperwork is not provided, or is reasonably believed to have been forged or tampered with.
  • If the product is confirmed to be non-refundable, customers can request defective products to be shipped back. Customers will need to bear the return shipping cost.
  • Please note that once we have agreed to a return, customers are required to ship the product back within 14 calendar days as instructed. Failure to do so will be deemed as a waiver of right to return.

Replacement Policy

We are happy to provide you with replacement service in any of the following circumstances that occur：

  • Within 30 calendar days of receiving the product, if the product has sustained substantial damage in transit, provided always that the proof of damage issued by the carrier can be provided to Bambu Lab.
  • Within 30 calendar days of receiving the product, if you receive the wrong product.
  • Within 30 calendar days of receiving the product, if the product suffers critical failure or manufacturing defects.

Please note that the warranty period for the replacement under this section starts from the date of receipt of the replacement product by the customer. To ensure that the products you request replacement service are delivered in good condition, please note that all replaced products must be in the original packaging. Improper packing may void warranty and be subject to charge.

If you have requested an exchange, related fees and costs must be paid and received by Bambu Lab before new items are shipped.

Please note that once we have agreed to a replacement, customers are required to ship the product back within 14 calendar days as instructed. Failure to do so will be deemed as a waiver of your right to the replacement.

We also offer Advanced Replacement for customers who require a replacement product(s) before returning the original one(s) to us. This service requires a temporary deposit, equivalent to the selling price listed on our online store. Upon confirming the payment, we will ship you a replacement unit and provide shipping information within 0-48 hours. Typically, the temporary deposit will be fully refunded upon receipt of the original unit. But please be aware that the original product shall be returned within 30 calendar days from the date of receiving the replacement unit, or the deposit will be non-refundable.

RLSOO will not provide replacement service in any of the following circumstances：

  • The request for a replacement is submitted 30 calendar days after receiving the product.
  • The received product does not include all original packaging, accessories, , or any items which are not new or in like-new condition, i.e. with cracks, dents or scratches.
  • A product sent to RLSOO for replacement does not include all original accessories, attachments, or contains items damaged by user error.
  • Rlsoo identifies, through evaluation and testing, that the defect(s) or functional problems are caused by user error, such as dropping to the ground, supplying the wrong voltages, water damage, etc.
  • The product is found to have no defects after all appropriate tests are conducted by Bambu Lab. If you request the non-defective products be shipped back to you, the shipping cost is supported by you.
  • The original proof of purchase, receipt or invoice is not provided, or is reasonably believed to have been forged or tampered with.
  • Proof of damage during the transit issued by the carrier can not be provided, but it has not been rejected upon receipt, or no certificate confirming the damage has been issued by the logistics company. All shipping damages need to be reported within 7 calendar days after the package(s) is delivered.
  • Products that are damaged due to force majeure including fire, floods, lightning strikes, traffic accidents, etc.

Repair Policy

Our support team is ready to assist you with any issues that you might have with our products.

Rlsoo will gladly provide warranty service if the product is under the warranty window but has the following performance failures:

  • The product is normally used but has non-customer induced damages or failures.
  • The product has function failures due to manufacturing errors or workmanship.

RLSOO is unable to provide repair for your product in the following circumstances:

  • The product is found damaged in transit, but it is not rejected on delivery, or no certificate confirming damages is issued by the logistics company. Proof of damage during the transit can not be provided.
  • The failure is caused by accident, abuse, misuse, flood, fire, earthquake, food or liquid spills, incorrect electrical charge, or other external causes.
  • The damage is caused by operating the product outside the permitted or intended uses described by Rlsoo.
  • The product or part that has been modified to significantly alter functionality or capability without the written permission of RLSOO.
  • Product labels, serial numbers, waterproof marks, etc. show signs of tampering or alteration.
  • A legal proof of purchase from Rlsoo, receipt or invoice is not provided or is reasonably believed to have been forged or tampered with.
  • The product has wear and scratches which are not caused by manufacturing or workmanship and do not influence the product performance.

Warranty Period - MINI CHAINSAW

Warranty periods for different countries/regions:

2-year warranty for consumers from the US, Canada

1-year warranty for the rest of the world (any country not mentioned above).

Limited Warranty Period - 3 Months

Battery

Consumable parts with no warranty

“Consumables” are defined herein as disposable items, parts, or components of the product which are inherently subject to deterioration and wear out during the normal operation of the product.

Consumable parts include but are not limited to:

Saw Chain

Goggles & Gloves

Oil Bottle (Empty)

US Charger

Screwdriver/ Wrench / Brush

Storage Box

*For order cancellation and shipping policy, you may refer to our official webstore.

*RLSOO reserves the final right of interpretation for the above service policy.