Just Add Sharks laser cutters and spares are unpacked, alignment checked and tested in the UK by Just Add Sharks Ltd before they reach you the customer. In the event of an “out-of-the-box” problem on delivery you can raise a support query via the contact form at the bottom of this page giving your details and a way to contact you. We will email or telephone you as soon as possible.
Many problems are simple to fix and we will provide you with information, telephone and remote PC support or with additional instruction or guidance to resolve any issues remotely in the first instance. Telephone diagnostics will be necessary before the issuing of replacement parts, a repair visit or return-to-base collection can be arranged. Occasionally we will diagnose issues remotely using Teamviewer software. Teamviewer that allows you to issue a temporary password to grant Just Add Sharks short term access to your computer remotely and under your supervision.
Total failure of the laser cutter machine is very unlikely. Should a field replaceable component fail due to unforeseen manufacturing faults or defects or a problem occur in transit or at the time of delivery we will diagnose the problem with you via telephone or email before taking action. You can raise a support query via our contact form at the bottom of this page and we will contact you as soon as we are able usually within a few hours. Should a part fail due to a manufacturing fault we’ll arrange to send you a replacement part or make an arrangement to replace the part at your location as soon as resonably possible.
Under the Consumer Protection (Distance Selling) Regulations 2000 should you wish to return the item for any reason at all with-in 7 days of purchase you must email firstname.lastname@example.org stating you wish to return the item. The Item should be returned in the condition of delivery. A charge of £100 for any UK postcode will be levied for return or you will be provided with an address to return the item, as delivered at your own expense. Refunds will be issued following the return and inspection of goods.
In the unlikely event of a total hardware failure of the product we will arrange to collect the product and refund you 100% of the cost and delivery though you should raise any faults on delivery within 24 hours of receipt of your laser cutter via thecontact form and as early as possible on detection.
Mirrors, lenses, power supply unit and CO2 laser tube are consumable parts (i.e. they have a limited lifespan below that of the machine as a whole) and have an operating life of around 1200 hours with proper maintenance. Consumables have a 3 month warranty.
The laser cutter is covered by a one year manufacturers warranty.