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Return & Exchange Policy

15 Days Money Back Guarantee

We know that every situation is different and in some cases, it’s possible that a 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 15 days of receipt for printers, the extruder kit within 3 months replace, and a 1-Year warranty for all major parts which include mainboard, motor, screen display, and hotbed.

2.1 Refund Processing Timeframe

Once a return arrives at our warehouse or our China factory, you should receive an email notification of your refund within 10 business days, depending on the number of items that need to be processed. If after 10 business days you have not received an email notification of your refund, then please contact us and we'll follow up for you.

2.2 Things to Remember when Preparing Your Return

  • The return period starts on the day the product delivered and ends 15 days from delivered, contact us first we will generate an RMA (Return Merchandise Authorization) for you.
  • All items 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, minus restocking fees. Original shipping postage is not refundable.
  • Refunds will be in the form of the original payment.
  • Products that were not authorized to be returned, sent freight collect, mailed after the return period has expired are subject to a restocking fee.
  • Significantly damaged returns even with an RMA will be subject to a 20% restocking fee.

2.3 Non-Refundable:

  • It is requested beyond 15 days (15) calendars days of receiving a product.
  • A product sent to Tronxy for return & Refund or exchange does not include all original accessories, attachments or packaging, or any item 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 product 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.
  • Product labels, serial numbers, waterproof marks, etc. show signs of tampering or alteration.
  • Damage is caused to the product by uncontrollable external factors, including fire, floods, high winds or lightning strikes.
  • Other circumstances stated in this policy.

2.4 Customer Responsibilities:

  • Shipping charges of the return delivery.
  • Send return Tracking Number.
  • All returns are subject to a £4.95 GBP re-stocking fee.

2.5 Requesst Exchange or Replace Service

  • Within 30 (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 Tronxy.
  • Within 30 (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 (30) calendar days of receiving the product if the product suffers performance failure.

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

  • Returning products for any reason other than a proven defect.
  • Buyers' accidental returns.
  • Returning personal items.
  • Returning items claimed to have defects but found by Tronxy quality control to be in working condition.
  • Returning defective items in international shipping.
  • Costs associated with unauthorized returns (any returns made outside of the approved warranty process).
If the customer changes the motherboard firmware privately, the machine 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.

2.7 Part Exchange or Replacement for Quality-Related Issues

All quality-related defects on items sold directly by Tronxy are covered by an extensive warranty, starting from the date of purchase. Replacement part provided by Tronxy may not be new, but it will be in good working order and at least functionally equivalent to the original product or part’s warranty. A replacement part shall be covered for the time remaining in the original product’s warranty.

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

  • Buyer must provide sufficient proof of purchase.
  • Tronxy must document what happens when buyers troubleshoot the product.
  • The defective item’s serial number and/or visible proof depicting the defect are required.
  • - It may be necessary to return an item for quality inspection.

2.9 Valid proof of purchase

Order number from online purchases made through Tronxy.

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