Cancel Order and Refund

If you want to cancel the order within 2 hours of placing the order, on the working day please contact us at info@tronxy3dprinter.com. We will reply with a confirmation email within 8 hours of the working time, and process the order cancellation for you and refund, you will receive an order cancellation and refunded notification email. If you did not receive a notification email within 12 hours of the working day, please contact us. For orders placed more than 8 hours ago, we cannot cancel the order or issue a full refund.

30 Days Money Back Guarantee

We know that every situation is different and in some cases, it’s possible that our 3D printer may not work quite like you had hoped. If you’re not satisfied with your purchase for any reason, we offer a return policy during which you can return your order for a refund. We accept returns within 30 days (30 calendars days) of receipt for unused 3D printers, the extruder kit within 3 months replace, and a 1-Year warranty for all major parts which include motor, screen display, and hotbed.

2.1 Things when Preparing Your Return

  • The 3D printer return period starts on the day the product delivered and ends 30 days (30 calendars days) from delivered
  • Contact us firstly request the RMA (Return Merchandise Authorization) info@tronxy3dprinter.com. The China return address will be sent in the RMA.
  • All 3D printers which were originally included with the product should be returned.
  • Returns should be placed in an outer shipping box to avoid any damage to the original product packaging.
  • Write the RMA number that we provide you on the outside of the package box. This will ensure your return is processed as quickly and efficiently as possible.
  • Do not write on the original retail product packaging.
  • Refunds will be made for the original purchase price paid. When process check out, if ship method you select not for free ship, the original ship postage is not refundable.
  • Refunds will be in the form of the original payment.
  • Products that were not authorized to be returned, mailed after the return period has expired are subject to a restocking fee $9.99 USD.
  • Significantly damaged returns even with an RMA will be subject to a 20% fee.
  • If we sends the wrong 3D printer, or the 3D printer is damaged, the cost will be borne by us.

    • 2.2 Non-Refundable:

  • It is requested beyond 30 days (30 calendars days) of receiving a product.
  • A 3D printer sent back for return & Refund or exchange does not include all original accessories, attachments or packaging, or any product is not in new or like-new condition, i.e. with cracks, dents or scratches.
  • A legal proof of purchase, receipt or invoice is not provided or is reasonably believed to have been forged or tampered with.
  • Any fault or damage of the 3D printer is caused by unauthorized use or modification of the product, including exposure to moisture, entry of foreign bodies (water, oil, sand, etc.) or improper installation or operation.
  • 3D printer labels, serial numbers, waterproof marks, etc. show signs of tampering or alteration.
  • Damage is caused to the 3D printer by uncontrollable external factors, including fire, floods, high winds or lightning strikes.
  • Other circumstances stated in this policy.

    • 2.3 No Cost for Return Shipping:

  • This happens when we send you the incorrect 3D printer or have sustained substantial damage in transit, provided that the damage proof issued by the carrier can be provided to us. If the package is damaged after signing for it, please contact the local shipper branch within 5 days of signing for it. Obtain a damage assessment report from the agency.
  • If the product is lost/damaged, you need to provide these information for us to investigate the complaint:
    1. - Claim Number
    2. - Name, quantity and declared value of the damaged product.
    3. - Product image
    4. - Packaging image with labels
    5. - Recipient name and contact information

    Note: The investigation of lost/damaged goods must be conducted within 14 natural days from the date of receipt. If it is overdue, it will not be investigated.

    Warm reminder: Please keep all packaging materials to assist in the investigation. If the outer packaging of the package and its internal filling are no longer retained, it is impossible to apply for a damage investigation.

    2.4 Customer responsibility:

  • For customer remorse, this happens when the customer purchased the wrong 3D printer, it doesn't fit, or they no longer want the 3D printer.
  • Pay for the actual cost of return shipping.
  • Send return Tracking Number.

    • 2.5 Refund Processing Timeframe

    Once a return arrives at China factory, you should receive an email notification of your refund from us within 2 business days, depending on the number of products that need to be processed. PayPal process refund may take 1-5 business days. Credit Card and Local Payment process refund may take 3-15 business days. If after 7 business days you have not received your PayPal refund, or 15 business days not received your Credit Card or Local Payment refund, then please contact us info@tronxy3dprinter.com and we'll follow up for you.

    2.6 Request Exchange or Replace Service

  • Within 30 days (30 calendar days) of receiving the product if the product has sustained a substantial damage in transit, provided always that the damage proof issued by the carrier can be provided to us.
  • Within 30 days (30 calendar days) of receiving the product if the product does not match the original description of the product in one or more significant respects.
  • Within 30 days (30 calendar days) of receiving the product if the product suffers performance failure.

    • 2.7 Shipping costs must be covered by buyer in the following situations.

  • Buyers' accidental returns.
  • Returning personal items.
  • Returning 3D printers claimed to have defects but found by quality control to be in working condition.
  • Costs associated with unauthorized returns (any returns made outside of the approved warranty process).
    • If the customer changes the motherboard firmware privately, the 3D printer will lose the qualification for the warranty and the customer will bear the costs incurred. In this case, the customer can send the motherboard back to the factory for repair, and all costs incurred are borne by the buyer.

    2.8 Printer Packaging

    The original packaging can provide the best protection for the products, and improper packaging may void warranty and be subject to charges. Pack the products according to our instructions to prevent damage in transit. We will cover the cost of return shipping which is caused by our product quality during the warranty, but you will be responsible for the returned product's packaging and any damage occurring in transit caused by improper packaging. So we highly recommend that you keep the original packaging box and packing materials of the product in case you need to return it for warranty service.

    2.9 3D Printer Part Exchange or Replacement for Quality-Related Issues

    All quality-related defects on parts sold directly are covered by an extensive warranty, starting from the date of purchase. A replacement part shall be covered for the time remaining in the original product’s warranty.
  • We can not ship any replacements before the support team confirms it.
  • Contact support team, and send photos or videos, the support team will double-check if the heat bed issue can be fixed.
  • If the issue can not fixed, support will send us the SKUs of replacements.
  • We will ship replacements according to their SKUs.

    • 3.0 What to Do Before Obtaining After-Sales Service.

  • Buyer must provide sufficient proof of purchase.
  • The defective product’s serial number and/or visible proof depicting the defect are required.
  • It may be necessary to return an product for quality inspection.

    • 3.1 Repair Policy

    Our support team is ready to assist you with any issues that you might have with our products. We will gladly provide warranty service if the product is under the warranty window but has the following performance failures:
  • The product is normally used but has non-customer induced damages or failures.
  • No unauthorized disassembly, modification or installation without the guidance of the official manual, and other non-customer induced damages or failures.
  • Valid purchase receipt, invoice, and other relevant paperwork are provided.
  • The product has function failures due to manufacturing errors or workmanship.
    • We unable to provide repair for your product in the following circumstances:
  • The product is found damaged in transit, but it is not rejected on delivery, or no certificate confirming damages is issued by the logistics company. Proof of damage during the transit can not be provided.
  • The failure is caused by accident, abuse, misuse, flood, fire, earthquake, food or liquid spills, incorrect electrical charge, or other external causes.
  • The damage is caused by operating the product outside the permitted or intended uses described by us.
  • The product or part that has been modified to significantly alter functionality or capability without the written permission of us.
  • Product labels, serial numbers, waterproof marks, etc. show signs of tampering or alteration.
  • A legal proof of purchase from us, receipt or invoice is not provided or is reasonably believed to have been forged or tampered with.
  • The product has wear and scratches which are not caused by manufacturing or workmanship and do not influence the product performance.

    • 3.2 Additional considerations

  • 1. Failure to submit requests within the aforementioned period will be deemed as a waiver of your right to return/replace the product unless you can clearly and sufficiently prove to us that you were not able to submit the request in a timely manner due to extraordinary circumstances.
  • 2. We only provide RMA services in the areas of the country/region where you have purchased the product (subject to the invoice and purchase record). If you take your product to another country/region, you will be responsible for all repair and shipping costs. Also, you may not be able to use the product due to the different regional versions. If unauthorised service centers perform changes without approval from us, warranty can be invalid.
  • 3. In case we have provided a replacement part, the warranty does not reset, and the original warranty period still applies.
  • 4. In case you have sent a product back to us for repair, the warranty duration is "paused" during the time it is on the way back to us, in repair, and on its way back to you. In other words, the warranty is extended by the number of days that the product is gone for repair.
  • 5. If you encounter any product damage, do not handle it by yourself without our guidance to avoid any potential risk. Please open a ticket first for support and do repairs only if instructed by the customer support team.
  • 6. Within the warranty period, installation by DIY(Do-it-yourself) of free replacements would be implemented after confirmation from us, the above method of maintenance is part of the warranty of the products available for repair.
  • 7. If the product is damaged due to the use of third-party accessories, or if the third-party accessories are damaged due to the product, the damaged parts of the product and the third-party accessories will not be covered by the warranty.

    • 3.3 Valid proof of purchase

    Order ID from online purchases.

    If you have any questions about our Return Policy, please do not hesitate to contact us info@tronxy3dprinter.com.