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Warranty & Return Policy

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

 

Warranty Policy

For products eligible for warranty service, Top 3D Shop will eliminate product deficiencies, subject to the established rules of storage, transportation and usage. All repair and support is provided by authorized service centers.

In order to avoid any misunderstandings, please, carefully read the user’s manual and warranty conditions, before using the equipment. 

The warranty card, if it is provided by the manufacturer or Top 3D Shop, confirms the right to warranty repair and maintenance of the purchased goods.

In case a buyer cannot provide a warranty card, or if it is incomplete or the buyer’s signature is missing, the seller does not provide free warranty repairs. If the data in the warranty card is changed, erased or rewritten, the warranty is deemed invalid.

Free warranty repair is carried out only if the product is deemed defective due to a manufacturing defect, and only during the period stated in the warranty card.

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;
  • Products have been previously repaired by an unauthorized service;
  • The product has pronounced mechanical or electrical damage;
  • Damages have occurred during transportation;
  • 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 has been 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 Top 3D Shop’s control such as fires, floods, earthquakes, domestic factors and other accidents.

Warranty service does not include:

  • 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.

The warranty does not apply to:

  • Packaging, replacement and repair of consumables: cords, cables, cartridges, data carriers, removable containers and films, etc.;
  • Deficiencies caused by normal wear and tear.

Refund & Return Policy

Unless otherwise stated, every product purchased at Top 3D Shop has a 30-day return policy. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. If a product is faulty, you may return or exchange it within 30 days of receipt. Please note that a product can only be deemed defective by Top 3D Shop Technical Team or the manufacturer directly. Any item found to be broken or malfunctioning because of use beyond regular expectations or neglect by the customer will not be accepted for return.

3D printers, 3D scanners, CNC machines, robots and accessories vary by model and are subject to the return policy of the manufacturer in addition to this policy. Please inquire regarding the return policy of individual products. 

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 30 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
  • Downloadable software products

 

How to request warranty (return, repair and refund)

If your item has an issue, please, first send a request to support@top3dshop.com or call +1 (888) 409-29-60. Our technical team will offer a solution according to your case.

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

Our team will get back to you, and inform you if the problem can be fixed on the spot, or the product needs to be shipped to an authorised service (see shipping information below).

Return & Refund

Our team will get back to you, and inform you if the problem can be fixed on the spot, or the product needs to be shipped to an authorised service (see shipping information below).

In the latter case, once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

Once your request is approved, you will obtain a Returned Merchandise Authorization (RMA). This will inform 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 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 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.

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