Return & Refund Policy

In any case for return & exchange or a refund, you should make sure that the product is:

1 The appearance of the product is intact, without damage, cracks, deformation, etc.;
2 Machine is complete, including all parts, tools, original box, and foam padding;
3 Provide a valid purchase invoice, and product numbers should be the same;

The above requirements exclude that the product has been damaged or severely deformed during transportation and cannot be used.

Cancellation
We accept order cancellation before the product is shipped or produced. If the order is canceled, you will get a full refund. We cannot cancel the order if the product has already been shipped out.

Returns (If Applicable)
All quality-related defects on items sold directly by Tronxy3D are covered by an extensive warranty, starting from the date of purchase. The replacement part provided by Tronxy3D 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. Warranties on all replacements follow the same warranty timeframe of the actual defective item. Warranties on products are void after having been fully refunded.

Replacement (if applicable)
We accept the return of the products. Customers have the right to apply for a return within 15 days after receipt. The extruder kit within three months replaces a 1-year warranty for all major parts, including the mainboard, motor, screen display, and hotbed. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. Please do not send your purchase directly back to the warehouse. (It will be rejected before your request get approved)

Late or missing refunds (If Applicable)
If you haven’t received a refund yet, first recheck your bank account. Then contact your credit card company. It may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at suppor@tronxy.com.

The following conditions will be approved:

1 Within 15 days of receiving the product, if the product has sustained substantial damage in transit, always provided that can supply the damage proof issued by the carrier can be provided to Tronxy3D;
2 Within 15 days of receiving the product, the product does not match the original description of the product in one or more significant respects;
3 Within 15 days of receiving the product, if the product suffers performance failure.

Please note that we will not approve all returns.

Please check below for some exceptions:
1 Products without sufficient proof of purchase;
2 Lost or stolen products;
3 Items that have expired their warranty period;
4 Non-quality-related issues (after 30days of purchase);
5 Free Products (From buy one get one or giveaway activity);
6 Damage from outside sources caused to the product by uncontrollable external factors, including fire, floods, high winds, or lightning strikes;
7 Damage from misuse of products (including, but not limited to: falls, extreme temperatures, water, operating devices improperly);
8 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;
9 A product sent to Tronxy3D for Return & Refund Service does not include all original accessories, attachments, or packaging. Any item is not in new or like-new condition, i.e., with cracks, dents, or scratches;
10 Purchases from unauthorized resellers;
11 Other circumstances stated in this policy.

The buyer in the following situations must cover the shipping fee:

 The specific cost should be based on the express company you choose. And the one who pays for the return shipping fee will be the one to be responsible for any damage or loss that occurred in transit. If the customer changes the motherboard firmware privately, the machine will lose the warranty qualification, 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 fees incurred are paid by the buyer.

Attention:

1 Returning products for any reason other than a proven defect;
2 Buyer’s accidental returns;
3 Returning personal items;
4 Returning items claimed to have defects but found by Tronxy3D quality control to be in working condition;
5 Returning defective items in international shipping. If the return to China is required, we also do not pay the tax that may occur;
6 Costs associated with unauthorized returns (any returns made outside of the approved warranty process).

CONTACT US

Need help? We are here for you

Contact Address:

• Add: 23, Baoya Road, Danzhutou Community,
• Nanwan Street, Longgang District, Shenzhen (518100) China.

Contact Info:

• 0086-755-89968500
• monica@tronxy.com

Working Hours:

• Monday - Friday: 9:00 AM - 6:00 PM
• Weekend: 9:00 AM - 6:00 PM (On duty every other week）