Terms, Refund & Return Policy

TERMS, REFUND & RETURN POLICY

Effective Date: April 28, 2025

THEO is a brand of:

For European Markets:
Maxphotonics GmbH
Dornierstrasse 11
82205 Gilching
Germany

For North American Market:
THEO Laser Inc.
1900 W. Park Dr., Suite #150
Westborough, MA 01581
USA

1. Scope & Applicability

This Terms, Refund & Return Policy applies to all purchases made via theo.inc.
We sell to both consumers (individuals) and business customers (companies).
Certain statutory rights under European law apply only to consumers (B2C). Business customers (B2B) are subject to different terms as outlined below.

2. Definitions

• Consumer (B2C): An individual purchasing for personal use, not for business, trade, or professional purposes.

• Business Customer (B2B): Any company, partnership, or individual purchasing for business, trade, or professional purposes.

3. Statutory Rights for EU Consumers (B2C)

Right of Withdrawal (14-Day Cooling-Off Period):

• Consumers in the EU/EEA have the right to withdraw from their online purchase within 14 days of receiving the goods, for any reason or no reason.

• To exercise this right, notify us in writing within 14 days of delivery. You then have another 14 days to return the goods.

• We will refund the full purchase price, including standard shipping costs. You are responsible for return shipping unless otherwise agreed.

• Some items may be exempt from the right of withdrawal (e.g., custom-made products, sealed goods unsealed after delivery).

Legal Guarantee (2 Years):

• All goods sold to EU consumers are covered by a minimum 2-year legal guarantee against defects or non-conformity, starting from the date you receive the goods.

• If your item is faulty or not as described, you are entitled to free repair, replacement, or, if that is not possible, a full or partial refund.

   

4. Terms for Business Customers (B2B)

• The statutory 14-day right of withdrawal and 2-year legal guarantee do not apply to business customers.

• Returns, refunds, and warranty claims for B2B purchases are handled according to the specific terms below and any contractually agreed conditions.

• B2B customers may not return goods unless explicitly agreed in writing. Any returns must be pre-approved by Theo.inc and may be subject to restocking fees or other conditions.

   

5. Commercial Warranty (All Customers)

• All THEO products are warranted to be free from defects in material and workmanship under normal use during the warranty period.

• Warranty covers the machine body, welding torch, and laser source (excluding accessories and quick-wear parts such as nozzles, protective windows, cables, and pipes).

• The QCS (Process Fiber and Termination End) is covered if a defect is due to a product fault.

• Quick-wear parts and accessories are not covered unless specified.

  Please refer to our detailed Warranty Policy for details.

   

6. Returns & Refunds Procedure

How to Initiate a Return:

• Contact us by email with your order ID, a detailed description of the issue, and supporting photos or videos.

  • Europe: marketing@maxlasers.com

  • North America: hello@theo.inc

Return Conditions:

• Items must be returned in original condition and packaging unless defective.

• For B2C: Returns under the 14-day right of withdrawal must be unused and in resalable condition.

• For B2B: Returns accepted only if pre-approved and in line with agreed terms.

Refunds:

• Refunds are processed after inspection of the returned product.

• Refunds are issued to the original payment method.

• For B2C, standard shipping costs are refunded; for B2B, shipping costs are non-refundable unless otherwise agreed.

7. Exclusions & Exceptions

• No returns or refunds for products purchased from unauthorized vendors.

• Custom-made or personalized items may be excluded from the right of withdrawal.

• Quick-wear parts and accessories are non-returnable unless defective.

8. After-Sales Service

• Technical support is available via phone, email, or remote assistance.

• For warranty and after-sales services, if the issue is not due to a defect attributable to THEO, the customer bears transportation costs.

• Service coverage and terms may vary by region.

9. Service Costs & Response Times

• North America: 12/5 support, response within 6 hours, solution within 24 hours, onsite visits within 72 hours.

10. Contact Information

Europe:
Maxphotonics GmbH
Dornierstrasse 11
82205 Gilching
Germany
Email: marketing@maxlasers.com
Phone: +49 (0) 81 0573 038 90

North America:
THEO Laser Inc.
1900 W. Park Dr., Suite #150
Westborough, MA 01581
USA
Email: hello@theo.inc
Phone: +1 (508) 299-5640

11. Dispute Resolution

EU consumers may use the European Online Dispute Resolution (ODR) platform for disputes with EU-based companies.

12. Legal Notice

All terms are subject to change without notice. For the latest version, please refer to our website.

Your statutory consumer rights are not affected by this policy. For business customers, all sales are final unless otherwise agreed in writing.

YOUR SUCCESS, OUR COMMITMENT. LET’S CONNECT.

Summary Table: Key Differences