$0.000

Warranty & Return Policy

Warranty Policy
Return & Refund Policy
How to request warranty (return, repair and refund)
Lifetime Technical Support

 

Warranty Policy

Most products are covered with a one-year manufacturer warranty, except where noted.

In the case where a warranty claim is required, Top 3D Shop Inc. will work with the customer to assess the root cause of the issue and will file for a replacement component to be provided by the manufacturer. 

Top 3D Shop Inc. acts only as a conduit to the warranty provider (the manufacturer except where noted). The warranty provider will act on their own discretion in these matters, and Top 3D Shop Inc. is not responsible for their decisions. The warranty provider is the final arbiter of all disputes and will charge for all repairs if they deem that any event voided their warranty.

The following guidelines illustrate the general terms shared by most of the warranty providers in the Top 3D Shop Inc’s product portfolio. When examining warranty claims, the warranty provider’s policy will always prevail.

Warranty obligations are void if:

  • The manufacturer’s warranty seals have been damaged;
  • Serial numbers on the products or their markings do not correspond to the information in the warranty card;
  • A product or part of a product that has been serviced, altered, refurbished or modified by anyone who is not authorized by the warranty provider (the manufacturer except where noted);
  • A product has pronounced mechanical or electrical damage;
  • Damages that have occurred during transportation, unless the shipping box has pronounced damage upon receipt, and all packaging and product damage has been immediately photographed and clearly documented for claim submission on the day of receipt and passed onto the warranty provider;
  • Damages have been caused by inappropriate, incorrect or improper use, installation, maintenance, operation and cleaning. For correct use, reference is made to the manual of the product;

These include, but are not limited to:

  • Defects caused by the use of consumables that do not meet the capabilities of the product;
  • Damage caused by the ingestion of foreign objects, substances, liquids or other substances that are not prescribed in the user’s manual;
  • Damage caused by the use of non-standard spare parts, non-compliance with the terms of technical and preventive maintenance;
  • Any other event, act, default or omission outside of the warranty provider’s control such as fires, floods, earthquakes, domestic factors and other accidents.

Warranty service does not include:

  • Labor to replace any defective component;
  • Installation of equipment, its configuration, and associated staff training;
  • Maintenance work (cleaning the extruder, changing the nozzle, calibrating the table, tightening the belts, adjusting the axes, lubricating the guides, cleaning the bath and the printer from the polymer, etc.);
  • Installation and repairment of software;
  • Shipping charges to and from the warranty provider. Replacement parts are shipped free of charge, but if the customer demands physical inspection and repair, the charges for transporting the product to the warranty provider are to be paid by the customer.

The warranty does not apply to:

  • Cosmetic damage including, but not limited to, scratches and dents;
  • Packaging, replacement and repair of consumables: cords, cables, cartridges, data carriers, removable containers and films, etc.;
  • Deficiencies caused by normal wear and tear (including, but not limited to the extruder mechanism, hotends & nozzles, part cooling fans, teflon guide tubes, build plate surfaces, the resin tanks, build platforms and the LCD screens);
  • A product where the product is no longer owned by the original purchaser, the warranty is non-transferable;

Top 3D Shop Inc. is neither the manufacturer nor the warranty provider and shall be held harmless for any actions of the manufacturer or warranty provider, including but not limited to: delays, defective products, or closure. Top 3D Shop Inc. will not be able to provide rescue service in the event that the manufacturer or warranty provider ceases to conduct business, or for any reason voids its warranty service, or for any other reason fails to deliver on its warranty obligations.

Top 3D Shop Inc. provides all items on an “As-Is” basis. Top 3D Shop Inc. itself does not issue warranty of any kind, to the extent permitted by applicable law. All warranties, express or implied, including but not limited to any warranties of merchantability, fitness for a particular purpose, and title, are hereby expressly disclaimed by Top 3D Shop Inc.

Per your request, Top 3D Shop Inc. will provide you assistance in contacting the manufacturer and will ensure effective communication to help troubleshoot your problems.

LIMITATION OF DAMAGES

EXCEPT TO THE EXTENT PROHIBITED BY APPLICABLE LAW, TOP 3D SHOP INC. SHALL NOT BE LIABLE FOR ANY INCIDENTAL, INDIRECT, SPECIAL OR CONSEQUENTIAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOSS OF PROFITS, REVENUE OR DATA, RESULTING FROM ANY BREACH OF EXPRESS OR IMPLIED WARRANTY OR CONDITION OR UNDER ANY OTHER LEGAL THEORY, EVEN IF TOP 3D SHOP INC. HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

 

Refund & Return Policy

Unless otherwise stated, every product purchased at Top 3D Shop has a 14-day return policy. If 14 days have gone by since the product's receipt, unfortunately we can’t offer you a refund or exchange. If a product is faulty, you may return or exchange it within 14 days of receipt. Please note that a product can only be deemed defective by the warranty provider (the manufacturer except where noted) directly.

Nothing should be returned to Top 3D Shop Inc. without a valid Return Authorization.

All items returned without a valid Return Authorization will be refused and returned to sender at the senders' expense. Top 3D Shop Inc. reserves the right not to accept any product for return. All returns are subject to Top 3D Shop Inc. and/or the warranty provider’s (the manufacturer except where noted) inspection and acceptance.

All items accepted for return by Top 3D Shop Inc. will be charged restocking fees, which are dependent on the manufacturer’s return policies, and in some cases can be as high as 50%. Where the warranty provider’s return period is shorter than Top 3D Shop Inc.’s, the warranty provider’s return period will prevail.  Please inquire regarding the return policy of individual products at sales@top3dshop.com. 

All items accepted for return must be unopened, in a sellable condition, and not expired (applicable to items with expiration dates).

Non-refundable items

For 3D printer kits, no returns will be accepted for any kit that has been opened. Only new, unopened 3D printer kits may be returned within 14 days of purchase.

The same policy applies to perishable goods such as 3D printer filament and resin.

Sale items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Additional non-returnable items:

  • Gift cards
  • Software products

NOTE: if a software product is incompatible with your computer configuration, software incompatibility will NOT be considered a valid reason for a refund; this applies to both individual software products and software packages supplied as part of a hardware bundle.

 

How to request warranty (return, repair and refund)

If your item has an issue, please, first send a request to sales@top3dshop.com or call +1 (888) 409-29-60. Our customer support team will assist you.

In order to minimize any delays, please, follow the process below:

1. Describe the problem with your item in detail: What happened? When? How? Please also state your full order number and attach a warranty card (if applicable);

2. Tell us, what steps you have already taken to resolve the issue;

3. Send a clear photo or video showing the defect(s); these should be taken under good lighting.

NOTE: Photos/videos should ideally be clear and focused, taken under good lighting conditions, and from a close to medium distance. This allows us to identify and verify the issue(s). We will always do our very best to help you. Thank you in advance for providing all the information stated above.

 

What happens next?

Warranty

After consulting with the manufacturer, our team will get back to you either requesting additional information to troubleshoot the problem and/or informing you of the available solutions and hands-on recommendations on how to resolve it.

Return & Refund

After consulting with the manufacturer, our team will get back to you either requesting additional information to troubleshoot the problem and/or informing you of the available solutions and hands-on recommendations on how to resolve it.

If the warranty provider (the manufacturer except where noted) decides that the goods require physical inspection, further delivery instructions will be provided. In most cases, the shipping charges will be covered by the customer.

Once your return is received and inspected, we will receive an email, notifying you that your item has been received. You will also be notified of the approval or rejection of your refund.

If your request is approved, you will obtain a Returned Merchandise Authorization (RMA). This will inform you about when and how your item will be returned and/or refunded. When returning an item for an exchange, the returned item must be received by Top 3D Shop Inc. before a replacement item is shipped out. If you need the item sooner than that, you are welcome to purchase a replacement to be shipped out immediately. You will then be reimbursed once we receive the returned item.

Refunds will be issued in the original form of payment. If for any reason we are unable to refund to the original form of payment, refunds will be issued in the form of store credit.

Shipping

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. 

Top 3D Shop Inc. is not responsible for any customs, duties, taxes, or import fees incurred in the shipment of items or replacement parts to other countries. If the customer elects to abandon their shipment in lieu of paying customs, taxes, or import fees on their order or returning the item(s) to us, no refund will be given.

 

Lifetime Technical Support

Reliable, helpful and flexible, Top 3D Shop offers basic technical support over the lifetime of your products. Buy with confidence and enjoy the support you deserve.

Your browser is out-of-date!

Update your browser to view this website correctly. Update my browser now

×

Please, wait ...