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Warranty and Returns Policy


We hope that you enjoy the purchases you make from 3D Prima Technology UK Limited. However, if you wish to return an item, you may do so in accordance with your statutory rights or in accordance with this Returns Policy.


Aftersales and Tech Support:

All tech support requests are usually responded to the same day, we ask you to send images or videos along with your order number or invoice when making a support request, this helps us get up to speed with you and your issue as soon as possible. On rare occasions, support response times may be a little slow, this is to be expected in busier periods such as bank holidays, Christmas and Black Friday. Some scenarios are out of our control, rest assured, we aim to respond to all emails within a 24hr period.

Warranty:

All hardware is subject to a 1 Years Manufacturer Repair or Replace Warranty. (Does not include refurbished hardware)

This is not a return to base warranty.

If a fault arises within 1 year of receipt date, please contact us for the next steps, you need to provide your original order number or your invoice as proof of purchase and so that your order can be located. If your warranty claim is valid, we shall then proceed. Most claims can be solved remotely in the means of sending parts out directly to you, from us. On the rare occasion we don't stock the part required to solve the issue, other means will be explored to get you back up and running in a timely manner.

What's Covered?

All 3D printers, scanners and hardware accessories are covered by this warranty.

 

Things that aren't covered, that are classed as consumable or serviceable include but are not limited to:

Nozzles, Heater Cartridges, Thermistors, Roller Wheels and Bearings, Print Surfaces, End-stop switches, USB cables, Charging Cables, SD Cards and SD Card Readers, Bowden Tubes and Bowden Tube Couplers, Filament Drive Gears, FEP Films, Screen Protectors, Complimentary Tools with any machine.

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LCD Resin Printer Screens:

Resin 3D Printer LCD screens are usually covered by a 3 month warranty as their life span can vary to 1500-2500 printing hours which with constant use, you can expect between 80-100 days worth of printing (24hr printing). The Warranty is valid for 3 Months. Not the printing time.

Early failure of the screen due to a lack of (or poor) maintenance/cleaning is not covered by the warranty. The screen and the deck which the screen is fitted within should be kept completely clean of any resin or resin residue.

Screens are classed as consumable parts, this is due to the extreme conditions they are exposed to. Those conditions include high temperatures, extremely powerful UV light and heat cycling.

To find out if a fault with your item is covered, please contact us in the first instance.

All hardware modifications invalidate warranty unless it is a product that is tested and supplied by us. If any modifications have been made to your hardware, it must be declared at first point of contact, you may be asked to send images of certain components to back this up.

 

Treatment after purchase:

Damage caused by the user of any item purchased is not covered by the warranty.

This includes.

-          Incorrect fitting of modifications that has caused damage to the machine.

-          Fitting irreversible modifications to a machine.

-          Accidental damage to the machine.

-          Changing the machine's firmware to 3rd party firmware.

-          Incorrect or insufficient maintenance of the machine.

-          Incorrect use of the machine or using the machine in a way that is not intended by the manufacturer that may cause damage to the machine.

If you need any help fitting any modifications you intend to make to a machine that is still under warranty, please contact us before fitting the modification and we will be more than happy to help and advise the best way to conduct the modification in a way that will not affect your warranty if this is possible. Keep in mind when purchasing modifications that some modifications are unable to be fitted in a way that will not affect the machine's warranty. If you are unsure whether a specific modification will affect the machine's warranty, please contact us before purchasing the modification so we can clarify this for you.

 

If you do make reversible modifications to the machine that do not affect the machine's warranty, please keep all the original parts for the duration of the warranty period. In the cause of a warranty claim, we will ask you to re-fit all the original parts before returning the machine. If you do not keep the original parts or are unable to fit all the original parts this will invalidate the warranty.

 

Changing a machine's firmware to 3rd party firmware does not invalidate your warranty, but you do this at your own risk. If the firmware causes damage to the machine or you cannot revert back to the original firmware for the purposes of a warranty claim this will invalidate your warranty.

 

Incorrect or insufficient maintenance of a machine can cause the machine or parts of a machine to fail within the warranty period. If a machine has not been maintained correctly or has been used in a way that is not intended by the manufacturer this will invalidate your warranty. If you are unsure of how to correctly maintain or use any machine that you receive from us or are unsure whether conducting specific maintenance to the machine will invalidate your warranty, you should contact us before taking any action. Failure to do so could also invalidate your warranty.

 

We will be more than happy to offer help and advice if you need any clarification on correct maintenance, repairs or use of any product bought from us. If you are in need of any assistance or any help or advice, please contact support@3dprima.co.uk

 

Filament:

Filament is not covered by warranty; filament is a consumable product that requires care in the means of handling and storage. Please note, there will be variations in pigmentation between batches, this is something we cannot control, this is applicable to coloured or speciality filaments where additives such as Carbon Particulate, Metallic Particulate, Luminescent Particulate and Wood Particulate are present.  If you have an issue with your filament, please contact us for a resolution. A point worth noting. Once finished with a spool, it is important that you place the cut end of the filament in the side of the spool without passing it through any other coils of filament, this will stop tangles.

In the factory, this is done by hand after every spool has been manufactured, on the rare occasion this has been accidentally passed under another coil of the filament, you can simply reverse the direction that it has passed. (You should check before every use).

 

More info on Returns:

If you have a new, unopened and unused product, you can return it to us for a full refund or a replacement depending on your requirements. You are responsible for all postage costs and goods-in-transit insurance. If you are out of your 14 Day window, this will be subject to a 20% fee that will be deducted from your refund, if you are swapping an item, you are responsible for the shipping of the new item, please contact info@3dprima.co.uk for more information.

For any machines or hardware, we ask that you keep and retain the original carton and carton fillings to protect your machine in transit back to us. Failure to ship the item back in the original packaging may cause damage to the product, which we are not liable for. If you don't have the original packaging, Technology Outlet will not be liable for any losses or damages during the return process, you are liable for any damages due to poor/inadequate packaging and fillings and you will accept full responsibility for the return. If you do not have the original packaging and packing materials, you should arrange the return with goods in transit insurance.

 

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Refurbished Printers:

Refurbished printers are likely to show signs of previous use, but are all in perfect working condition. We cannot guarantee that all accessories such as SD cards, tools, user manuals, spare nozzles and parts, will be included as they are not always returned.


All of our refurbished units are customer returns. Our highly trained technicians do a small test print on these machines and inspect the units to identify any faults. If a fault is identified, the necessary fixes are made. The printer then undergoes extensive testing and is then repackaged ready to send to you.

We will not accept any returns on refurbished hardware should you change your mind due to a mis-perception of our policy.

We will not accept any returns on refurbished hardware due to signs of use on items/components including but not limited to: print surfaces/nozzles/extruders etc. For full clarification, please contact us.

Printers listed as (New) Broken Seal are new machines that have not been previously assembled or used, but have been opened by us or a previous owner. We make sure that all the parts and accessories are included in the box before we re-sell them. We do not re-sell any machine that has a broken seal if it looks like there are parts missing from the box.

Printers listed as (New) Damaged Box are printers that are new and have not been used, but the box is damaged in some way that would prevent us from selling it as a new machine. We do sometimes open the boxes to identify weather or not the printer inside has sustained any damage, but we do not test these machines before we re-sell them. We do not re-sell any machine that has a damaged box which looks like the printer inside is also damaged, or if it looks like there are parts missing from the box.

All of our refurbished, broken seal and damaged box units come with a six-month warranty. We will not extend nor give the option to extend a warranty.

 

YOUR STATUTORY RIGHTS ARE NOT AFFECTED

 

If you are unsure about any part of our policy, please contact us directly.

 

How to Return an Item 

As an alternative to the return options provided by your statutory rights, customers may return items purchased from 3D Prima Technology UK Limited under this Returns Policy in accordance with the following terms:

  1. Returns made under this Returns Policy must be made within 14 days of delivery of an item
  2. Items to be returned must:
    1. Be new, unused and still sealed in its original packaging.
    2. Be returned in a re-sellable state.
    2. Have the original shipping labels covered up or removed.
  3. To start the returns process, you should email us at info@3dprima.co.uk requesting a return in accordance with this Returns Policy. Include your name, identification of your order (e.g. an order number), and details of the item(s) you want to return.  

 

Entitlement to a Refund

When a return is made following the requirements and procedures set out in this Returns Policy, a customer is entitled to a full refund of the price you paid for the item(s): 

  1. Taking into account any discounts that were applied at the time of purchase.
  2. Exclusive of any shipping costs paid.

 

Processing Returns

Once we have received an item you wish to return:

  1. We will check the item you have returned within, wherever possible, 7 days. We may be able to check items returned in-store immediately.
  2. If we confirm that the item and your returns procedure comply with the requirements set out in this Returns Policy: 
    1. We will let you know that your return has been received and accepted. 
    2. You will receive a refund via your original payment method, usually within 14 days of a return being accepted. Or, if an exchange is available and agreed to instead, your new item will be given to you or delivered to you within our usual delivery timeframes.
  3. If the item returned or your returns procedure does not comply with the requirements set out in this Returns Policy:
    1. We will let you know why your return has not been accepted. 
    2. We may offer a reduced refund (e.g. if an item is returned damaged).
    3. You will have the option to take the item back (note that you may be required to pay for shipping if necessary).

 

Exchanges

If you wish to exchange an item purchased for another item (e.g. the same product in a different size or colour), you should return the purchased item as usual (i.e. as set out above) and, during the returns process, indicate your wish to exchange your item for a new item and specify exactly which item you wish to exchange for. Then: 

  1. If the requested exchange is possible, we will send or give the new item to you once the item being returned has been received.
  2. If the requested exchange is not possible (e.g. because the requested item is not in stock or has a different price), we will inform you of this and provide a refund instead. You may then choose to purchase an alternative item from us by starting a new purchase.

A Customer's Statutory Rights 

The returns process provided under this Returns Policy is provided in addition to customers? statutory rights and this Returns Policy does not diminish these statutory rights in any way - it simply provides our customers with an additional returns option.

 

A customer has a statutory right to a refund in certain circumstances. For example, you may have a right to a refund if a product is not of satisfactory quality or not fit for purpose. Or, if you?re a consumer, you may have a right to simply change your mind and cancel your order in certain circumstances (i.e. your cancellation rights). 

 

Exactly which rights apply to your situation will depend on the circumstances of your purchase. For example, whether you purchased as a consumer or a business; whether you purchased online or in-store; and whether you purchased digital content or other items. For more information on your rights in relation to your purchase:

  1. See the Terms and Conditions that cover your purchase. You will have been shown or given these during the purchase process. Alternatively, find our Terms and Conditions online here: www.3dprima.co.uk/terms-and-conditions.
  2. You can contact us at info@3dprima.co.uk to request a copy of the relevant Terms and Conditions, to ask which of our Terms and Conditions are applicable to your purchase, or to request more information about your rights.