1. Statutory Rights

If you are purchasing as a consumer, you have statutory rights under the Consumer Rights Act 2015.

These rights exist separately from any manufacturer warranty offered with a product.

A manufacturer warranty is an additional benefit and does not replace or reduce your statutory rights.

Where goods are faulty, your available remedy will depend on the age of the product, the nature of the fault, the cause of the fault and whether the fault was present at the time of delivery.

2. Customer Rights by Product Age

2a. Our Rights as a Retailer

Under the Consumer Rights Act 2015, customer remedies depend on the age of the goods, the nature of the fault and whether the fault was present at the time of delivery.

Where goods are reported as faulty, we are entitled to assess the goods and verify the fault before confirming the appropriate remedy. This may include asking for reasonable evidence, carrying out troubleshooting, requesting photographs or videos, reviewing logs or files, or inspecting the goods in person.

After the first 30 days, where a consumer has a valid claim for faulty goods, repair or replacement will normally be the first remedy. We are allowed a reasonable opportunity to repair or replace the goods before a refund or price reduction is considered, provided this can be done within a reasonable time and without significant inconvenience to the customer.

If repair or replacement is impossible, unsuccessful, cannot be completed within a reasonable time, or would cause significant inconvenience, the customer may then be entitled to a price reduction or final right to reject the goods, depending on the circumstances.

Where a refund is due after the first 30 days, the amount may be reduced where permitted by law to reflect the use the customer has had from the goods.

We may decline a claim where inspection shows that the fault was not present at the time of delivery, or where the issue was caused by misuse, accidental damage, poor maintenance, incorrect installation, unsuitable materials, third-party parts, unauthorised repair, modification, third-party firmware, normal wear and tear, or consumable/serviceable parts.

Where no manufacturing fault is found, or where the issue is not covered by warranty or statutory rights, we may treat the matter as chargeable support. Inspection, labour, parts, collection and return shipping costs may apply.

Current out-of-warranty charges are available here: Out-of-Warranty Servicing Costs

No extra chargeable repair work will be carried out without customer approval.

3. Manufacturer Warranty

Unless otherwise stated on the product page, new hardware purchased from 3D Prima UK is supplied with a manufacturer repair or replacement warranty.

Most 3D printers, scanners and hardware accessories include a 12-month manufacturer warranty.

Some products, parts or product categories may have a shorter or different warranty period. Where this applies, the relevant product page, manufacturer documentation or this policy will apply.

The manufacturer warranty covers manufacturing defects that occur during normal intended use.

The manufacturer warranty does not provide an automatic right to a refund.

Where a valid warranty claim is accepted, the remedy will normally be one or more of the following:

• Troubleshooting support
• Replacement part
• Repair
• Replacement product
• Manufacturer-authorised repair
• Another remedy considered appropriate by 3D Prima UK or the manufacturer

Warranty decisions may require inspection before approval.

4. What Is Covered

Unless otherwise stated, the following product types are covered by the applicable manufacturer warranty against manufacturing defects:

• 3D printers
• Resin 3D printers
• 3D scanners
• Laser engravers
• CNC machines
• AMS and material handling systems
• Hardware accessories
• Manufacturer-supplied upgrade kits
• Control boards and electronics
• Power supplies
• Motors
• Display panels, except where classed as consumable
• Other non-consumable hardware components supplied with the product

Warranty cover applies only to manufacturing defects arising during normal intended use.

5. Consumable and Serviceable Parts

Some parts are designed to wear during normal use and are classed as consumable or serviceable items.

Unless proven to be faulty on arrival, these parts are not normally covered under the standard manufacturer warranty.

This list is not exhaustive.

Where a consumable item is faulty on arrival, please contact us as soon as possible so we can review the issue.

6. LCD Resin Printer Screens

LCD screens fitted to resin 3D printers are classed as consumable parts due to the conditions they operate under.

• High UV exposure
• Heat generation
• Repeated heat cycling
• Resin exposure risk
• Continuous masking during printing

Unless otherwise stated by the manufacturer, resin printer LCD screens are covered by a three-month warranty from the date of delivery.

The warranty period is based on time from delivery, not printing hours.

LCD screen lifespan can vary depending on usage, resin type, exposure settings, temperature, maintenance and cleaning. With constant use, LCD screens may wear much faster than the rest of the machine.

Damage or early failure caused by resin contamination, poor cleaning, lack of maintenance, impact damage, scratches, punctures or resin ingress is not covered by warranty.

The LCD screen and surrounding screen deck should be kept clean and free from resin or resin residue at all times.

7. Items Not Covered by Warranty

Warranty does not cover faults, failures or damage caused by:

• Accidental damage
• Misuse
• Abuse
• Neglect
• Incorrect assembly
• Incorrect installation
• Unsuitable operating environment
• Failure to follow manufacturer instructions
• Incorrect or insufficient maintenance
• Use of unsuitable materials or consumables
• Damage caused by failed prints
• Liquid or resin ingress
• Blocked nozzles or extruders caused by material issues
• Third-party parts or modifications
• Unauthorised repairs
• Third-party firmware where it causes or contributes to the fault
• Cosmetic damage that does not affect function
• Normal wear and tear
• Consumable or serviceable parts

8. Modifications and Upgrades

Modifying a machine does not automatically invalidate the entire warranty.

However, any fault or damage caused directly or indirectly by a modification, upgrade, third-party part or incorrectly fitted component is not covered.

All modifications must be declared when submitting a warranty claim.

We may ask for photographs of modified components or request that the machine is returned to its original configuration before inspection.

Where reversible modifications have been fitted, customers should keep all original parts for the duration of the warranty period.

If a warranty assessment requires the original parts to be refitted and the customer cannot do this, warranty support may be delayed or declined.

If you are unsure whether a modification may affect your warranty, please contact us before fitting it.

9. Firmware

Changing a machine to third-party firmware does not automatically invalidate the entire warranty.

However, third-party firmware is installed at the customer’s own risk.

Any fault, failure or damage caused directly or indirectly by third-party firmware is not covered.

If a warranty assessment requires the machine to be returned to the manufacturer’s original firmware, we may ask you to restore it before the claim can proceed.

If the machine cannot be restored to the original firmware, or the firmware has caused damage, warranty support may be declined.

10. Customer Responsibilities

Customers are expected to use and maintain products correctly.

• Following manufacturer instructions
• Carrying out routine maintenance
• Keeping machines reasonably clean
• Using suitable materials and consumables
• Using the product only for its intended purpose
• Keeping firmware and software in a suitable working state
• Stopping use where continued use may cause further damage
• Contacting us before attempting repairs if unsure

Incorrect or insufficient maintenance can cause parts or machines to fail within the warranty period. Such failures may not be covered by warranty.

If you are unsure how to maintain, repair or use a product purchased from us, please contact [email protected] before taking action.

11. Filament

Filament is a consumable product and is not covered by a standard manufacturer warranty.

Filament must be handled and stored correctly. Moisture, poor storage, incorrect temperatures, incorrect slicer settings or unsuitable machine setup can all affect print quality.

Colour and finish may vary between production batches. This is normal, especially with coloured and speciality filaments.

Batch variation may be more noticeable in materials containing additives such as:

• Carbon fibre
• Metallic particles
• Wood particles
• Luminescent particles
• Marble effects
• Silk finishes
• Other speciality additives

Filament tangles can occur if the loose end of the filament is not secured correctly after use.

Once finished with a spool, the filament end should be secured in the side of the spool without passing it under another coil of filament.

If you believe a filament product is faulty, please contact us with your order number, photographs, material settings and details of the issue.

12. Warranty Claims and Assessment

To assess a warranty claim, we will ask for:

• Order number
• Proof of purchase
• Serial number
• Photographs
• Videos
• Error messages
• Printer logs, if necessary
• Print files
• Sliced files
• Slicer settings
• Material details
• Firmware version
• Maintenance history
• Details of any modifications or troubleshooting steps already attempted

Any advice given before inspection is provisional.

Warranty approval can only be confirmed once we have reviewed the evidence and, where necessary, inspected the product.

We may refuse or delay a warranty claim if reasonable diagnostic information is not provided.

13. Return for Inspection

Where a return is required, goods must not be sent back without prior authorisation.

We will provide return instructions once the return has been approved.

For machines and hardware, customers should retain the original box and internal packaging for the duration of the warranty period where possible.

If the original packaging is not available, the customer must ensure the product is packaged safely and securely for transit.

3D Prima UK is not responsible for damage caused by poor or inadequate return packaging.

Where goods are damaged in transit due to inadequate packaging, warranty claims may be refused or repair costs may become chargeable.

We may ask for photographs of the packed item before collection or return.

14. No Fault Found

If a product is returned for warranty inspection and no manufacturing fault is found, the claim may be declined.

• The reported issue cannot be reproduced
• The issue is caused by settings, materials or user setup
• The issue is caused by poor maintenance
• The issue is caused by modification
• The issue is caused by accidental damage
• The issue is caused by consumable wear
• The product is working as intended

Where no fault is found, or where the issue is not covered by warranty, inspection, labour, parts and shipping costs may apply.

View our current out-of-warranty charges

No extra chargeable repair work will be carried out without customer approval.

15. Out-of-Warranty Repairs

We may be able to support products outside the warranty period on a chargeable basis.

• Inspection
• Diagnostics
• Labour
• Replacement parts
• Return shipping
• Collection costs where applicable

Current pricing is available here: Out-of-Warranty Servicing Costs

If a product is uneconomical to repair, unavailable for repair, or parts are no longer available, we will let you know.

16. Manufacturer Procedures

Some manufacturers require specific troubleshooting steps before authorising parts, repairs or replacements.

Where this applies, customers must reasonably assist with diagnostic steps.

This may include supplying photographs, videos, logs, test prints, settings or other evidence requested by the manufacturer.

Failure to complete reasonable diagnostic requests may delay or prevent warranty approval.

17. Change of Mind Returns

For online consumer purchases, customers may have the right to cancel an order under the Consumer Contracts Regulations.

This is separate from warranty rights and applies to eligible distance sales.

Customers may inspect goods as they would in a shop, but goods should not be used beyond what is necessary to establish their nature, characteristics and function.

Where goods have been handled beyond what is reasonably necessary, we may make a deduction from the refund to reflect any reduction in value.

Certain products may be excluded from cancellation rights where permitted by law.

Please refer to our Terms & Conditions for full cancellation information.

18. Discretionary Returns

Returns requested outside statutory cancellation rights are accepted at the discretion of 3D Prima UK.

Where accepted, goods must normally be:

• Unused
• Complete
• In resaleable condition
• Returned with original packaging unopened where possible
• Returned with all accessories, manuals, cables, tools and parts supplied

A restocking fee of 20% will apply depending on the condition of the returned goods.

Discretionary returns do not affect your statutory rights.

19. Refurbished, Broken Seal and Damaged Box Products

Refurbished Products

Refurbished products are customer returns that have been inspected, tested and prepared for resale.

They may show signs of previous use.

Signs of previous use may include cosmetic marks, signs of assembly, marks on print surfaces, used nozzles, light wear to moving parts or repackaged accessories.

Refurbished products are sold as refurbished and should not be expected to be cosmetically identical to brand-new sealed products.

Unless otherwise stated, refurbished printers and machines include a six-month limited warranty.

The warranty covers manufacturing or functional faults that are not related to prior disclosed use, consumable wear, cosmetic condition or customer damage.

We cannot guarantee that all original accessories will be included with refurbished products, including but not limited to SD cards, tools, user manuals, spare nozzles or spare parts, unless specifically stated on the product listing. If you'd like to know more about the refurbished machine you intend to buy, please contact us prior to purchase.

Broken Seal Products

Products listed as “New - Broken Seal” are new products that have not been used, but the box has been opened by us or a previous owner.

We check that key parts and accessories are present before resale.

Unless otherwise stated, broken seal products include a six-month warranty.

Damaged Box Products

Products listed as “New - Damaged Box” are new products where the outer packaging is damaged.

Where necessary, we may open the box to check whether the product inside has been damaged.

Unless otherwise stated, damaged box products include a six-month warranty.

Returns of Refurbished, Broken Seal and Damaged Box Products

Refurbished, broken seal and damaged box products may have cosmetic marks, packaging damage or signs consistent with their listing condition.

These factors are not faults where they were described or reasonably expected based on the product condition.

This does not affect your statutory rights if the product is faulty.

20. Business Customers

Business purchases are not covered by the same consumer cancellation rights as consumer purchases.

Business customers remain entitled to any applicable manufacturer warranty and any rights set out in our Terms & Conditions for Business Customers.

Where goods are purchased for business use, warranty remedies will normally be limited to repair, replacement or parts support, unless otherwise required by law or agreed in writing.

21. Refunds

Where a refund is due, refunds will normally be processed within 14 days of receiving the returned goods or receiving evidence that the goods have been returned, where applicable.

Refunds will be made using the original payment method unless otherwise agreed.

Refunds may be delayed where returned goods are incomplete, damaged, missing accessories or require inspection.