Return and Refund Policy

This Return and Refund Policy is issued by Online Marketing and Growth Agency, LLC, the operator of The CNC Direct.

1. Overview

At The CNC Direct, we stand behind the quality of our products. This policy explains when and how returns and refunds are accepted for purchases made through thecncdirect.com.

Summary

  • Region: United States
  • Return window: 14 days total, but damage must be reported within 48 hours of delivery
  • Return eligibility: Accepts returns ONLY for both defective and non-defective products if they meet policy conditions
  • Return shipping: Customer is responsible for return shipping on change-of-mind returns. 
  • Restocking fee: Restocking fees may apply depending on the supplier and the reason for the return. If applicable, the fee will be communicated before your return is processed.

2. Contact Information

To start a return or report damage, contact our customer service team:

Hours: Monday to Friday, 9am to 5pm EST

3. Eligibility for Returns

Returns are accepted under the following conditions:

  • The item arrived damaged, defective, or incorrect
  • The customer wishes to return a new item within the policy window
  • The damage or issue was reported within 48 hours of delivery
  • The product is returned within 14 days of delivery
  • The item is unused and includes all original packaging and accessories

Items must be in new condition. Used or installed products cannot be returned unless defective upon arrival.

4. Reporting Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, contact us within 48 hours of delivery. Include:

  • Your order number
  • Photos/recording that clearly showing the damage or issue
  • A brief description of the problem

We will review the information and, if approved, provide return instructions. For defective, damaged, or incorrect items, we cover the cost of the return at no charge to you.

5. Return Shipping and Fees


Return shipping costs and service fees vary by brand. Below is a summary for each supplier we carry. For all brands, if your item arrives defective, damaged, or incorrect, contact us first — we will arrange the return at no cost to you.

Creality Products (3D Printers, Laser Engravers)

  • Change-of-mind returns: Customer is responsible for all return shipping costs
  • Additional assessed costs may apply for repackaging and inspection if the original packaging is not reusable or accessories are missing
  • Defective/damaged items: Return shipping covered at no cost to you
AtomStack Products (Laser Engravers & Cutters)
  • Change-of-mind returns: Customer is responsible for return shipping costs, plus a service fee based on the condition of the item:
    • Unopened: 10% service fee
    • Opened, unused: 15% service fee
    • Opened, used: 30% service fee
  • Defective/quality issues: Covered under warranty at no cost to you
PioCreat Products (Industrial 3D Printers)
  • Returns are handled on a case-by-case basis. Restocking fees and return shipping responsibility will be communicated before your return is processed
  • Defective/damaged items: Contact us within 48 hours of delivery — we will coordinate with the manufacturer at no cost to you
Please ship all approved returns within 7 days of receiving return approval.

If you have questions about fees for your specific product, contact us at support@thecncdirect.com before initiating a return.

6. Refunds and Replacements

  • After receiving and inspecting your returned item, we will confirm whether a refund or replacement applies
  • Refunds are issued to the original payment method within 14 days after we receive and inspect the return
  • If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery with photos of the issue. We will work with the supplier to provide a replacement or another suitable resolution, subject to the supplier's policy and product availability.

7. Exchanges

We accept exchanges ONLY for both defective and non-defective products as long as they meet the return conditions. Replacement items are shipped once the returned item is received and approved.

8. Non-Returnable Items

We cannot accept returns for:

  • Damaged items reported after 48 hours
  • Items damaged due to misuse or neglect

9. Cancellations

  • Once shipped, cancellations are not possible. You must follow the return process outlined above.

10. Legal Rights

This policy does not affect your rights under U.S. consumer protection law.

11. Changes to This Policy

We may update this policy from time to time. Changes take effect upon posting.

By purchasing from The CNC Direct, you agree to this Return and Refund Policy.