Warranty Policy

Effective Date: October 23, 2026

NestWorks is committed to providing quality after-sales service. This Limited Warranty Statement explains our warranty process and how warranty requests are handled.

This Limited Warranty applies to individual consumer customers. Business-to-business (B2B) customers' warranty rights are governed by a separate written agreement with NestWorks.

Warranty Statement

To ensure a smooth warranty process, please keep your purchase receipt, invoice, order record, payment proof, and related documents as proof of purchase for future service requests. Only proof of purchase issued by NestWorks or a NestWorks authorized dealer can be used for warranty service.

These policy terms do not affect any other rights you may have under applicable state or jurisdictional law. If the product was purchased from a third-party website or other channel, such as a retail purchaser or reseller, please follow that reseller's own return and exchange policy.

How to Submit a Claim

Warranty requests must be submitted through NestWorks official after-sales channels:

  1. Official support page: https://www.nestworks.ai/support

  2. Official customer support email: support@nestworks.ai

  3. Original purchase channel

Do not attempt repairs without NestWorks guidance. Please submit a ticket first and perform repairs only under the guidance of the customer support team.

Required Documents

When submitting a warranty request, please provide:

  1. Your order number and purchase proof.

  2. A brief description of the product issue.

  3. Clear evidence such as photos, videos, or log files.

Return Shipping and Inspection

After approval, if a return is required, please ship the product to the return address and follow the shipping instructions provided by NestWorks.

Packaging requirements, RMA procedures, and return shipping arrangements are set out in our Returns & Refunds Policy.

Warranty service begins only after the returned product is received and inspected by NestWorks.

What Is Covered

NestWorks is pleased to provide warranty service if the product has the following performance faults during the warranty period:

  1. Damage or faults under normal use not caused by the customer.

  2. Functional faults caused by manufacturing or workmanship errors.

What Is Not Covered

Warranty service is not provided in the following situations:

  1. The product was damaged in transit, but you did not refuse delivery and no damage proof was issued by the logistics company.

  2. Damage caused by accident, drop, abuse, misuse, flood, fire, earthquake, liquid spill, incorrect power supply, or other external causes.

  3. Damage caused by use beyond the permitted or intended use described by NestWorks.

  4. Modification that materially changes the function or performance of the product or components without NestWorks' written permission.

  5. Product labels, serial numbers, tamper-evident marks, or similar markings appear torn or altered.

  6. You cannot provide valid proof of purchase, or there are reasonable grounds to believe it is forged or altered.

  7. Wear and scratches not caused by manufacturing or workmanship and not affecting product performance.

  8. Damage caused by failure to perform periodic maintenance at the intervals required by NestWorks maintenance guidance, or failure to follow required procedures such as cleaning and lubrication.

  9. Damage caused by installation or operation in violation of NestWorks official documentation, including but not limited to the user manual, operating instructions, and product interface warnings.

  10. Faults or damage caused by any third-party product, including products or accessories provided or integrated into your product by NestWorks at your request.

  11. Damage caused by third-party accessories, or damage to third-party accessories caused by the product.

  12. Damage caused by unofficial firmware or software, or by modifying or updating firmware or software with unofficial tools or methods.

  13. Damage or loss caused by continued use after dangerous conditions such as smoke, abnormal noise, or loose parts occur.

Warranty Period

The product warranty period starts on the day after you receive the product.

If a product component is repaired or replaced during the warranty period, the remaining warranty period of the whole product applies to the repaired or replaced component. Repair or replacement of components does not extend or reset the product warranty period.

Product and component warranty periods differ. Please refer to the Product & Major Component Warranty Period Table for details.

If the official warranty period required by consumer protection law at the place of purchase differs from this policy, the longer warranty period applies.

Exchange Note

If NestWorks provides a whole-product exchange, the warranty period for the exchanged product restarts from the date you receive the replacement product. Replacing a part does not reset the warranty period.

Suspension During Service

During return-to-factory repair or exchange, including in-transit, repair, and return transit, the warranty period is suspended and extended by the number of days the product is in repair or exchange service.

Replacement Parts and DIY Service

During the warranty period, after NestWorks confirmation, customers may self-install free replacement parts.

This is considered part of the warranty service for repairable products.

Regional Use Restrictions

NestWorks products have strict regional use restrictions, including voltage standards, regional versions, and account functions.

Please purchase the version corresponding to your country or region. Otherwise, account binding, cloud monitoring, remote control, remote video monitoring, and other functions may not work.

NestWorks does not support cross-region service. If a customer takes a product to another country or region for service, all related repair fees and shipping fees are borne by the customer.

Service provided by a service center not approved by NestWorks will void the warranty.

Laser Module Limited Warranty and Safety Notice

To maintain warranty eligibility, you must clean the laser module and surrounding components after each use.

Accumulation of smoke, soot, and debris may affect performance and cause overheating, deposits, or permanent discoloration.

The accompanying machine must also be properly maintained, including regular cleaning of the ventilation system and exhaust components. Failure to follow these maintenance requirements may void warranty coverage.

Appearance changes caused by smoke and heat during engraving, such as discoloration or residue buildup, do not affect function and are not covered by warranty.

This warranty does not cover damage caused by improper cleaning, neglected maintenance, insufficient ventilation, or excessive smoke accumulation.

Safety Notice

  1. Read all safety instructions before use. Before using products with a laser module, carefully read the quick start guide, terms of use, disclaimers, and safety instructions, including laser safety, chemical handling, fire safety, and electrical safety. Failure to follow these documents may lead to improper use and potential hazards.

  2. Follow cleaning and maintenance requirements. During use, follow the recommended cleaning and maintenance guidance for the laser module and machine components. Failure to maintain the product in a timely manner may cause equipment damage and safety risks.

  3. Use appropriate fire suppression equipment. For fire safety, user-installed fire suppression devices must use only certified, in-date pure carbon dioxide (CO₂) extinguishers. Do not use dry powder, foam, water-based, or other extinguishers that may leave corrosive residue or damage electrical circuits. Indirect damage such as internal component corrosion or laser module damage caused by using non-CO₂ extinguishers or improper handling is not covered by warranty.

Your State Law Rights

This warranty gives you specific legal rights. You may also have other rights under the U.S. Magnuson-Moss Warranty Act and the laws of your state.

Some states do not allow limitations on implied warranties or the exclusion of incidental or consequential damages, so some of the limitations above may not apply to you.

This policy applies to the maximum extent permitted by law.

Policy Revisions

We may update this policy from time to time. The "Last updated" date at the top of this page is the effective date of the current version.

Your continued use of our services or products after an update means you accept the updated policy.

To the extent permitted by law, NestWorks reserves the final interpretation right of this Limited Warranty Statement.

For order cancellation and shipping policy, please refer to the NestWorks official online store and USA Shipping Policy.