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Warranty Policy and Process

Warranty Policy and Process







NOVA3D guarantees that, subject to the following conditions, Return & Refund Service, Replacement Service and Warranty Repair Service can be requested. Please contact NOVA3D or your authorized NOVA3D dealer for more details.

 

You can request Return & Refund Service:

√ Within seven (7) calendar days of receiving a product if the product has no manufacturing defect, and is still in new or like-new condition.

√ Within seven (7) calendar days of receiving a product if the product has a manufacturing defect.

 

Return & Refund Service will not be provided where:

× It is requested beyond seven (7) calendars days of receiving a product.

× A product sent to NOVA3D for Return & Refund Service 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.

× A product is not delivered to NOVA3D within seven (7) calendar days after Return & Refund Service confirmation is sent from NOVA3D.

× Other circumstances stated in this policy.

 

You can request Replacement Service:

√ Within fifteen (15) 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 NOVA3D.

√ Within fifteen (15) 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 fifteen (15) calendar days of receiving the product if the product suffers performance failure.

 

Replacement Service will not be provided where:

× Service is requested more than fifteen (15) calendars days after receiving a product.

× Legal proof-of-purchase, receipts, or invoices are not provided, or are reasonably believed to have been forged or tampered with.

× A product sent to NOVA3D for replacement does not include all original accessories, attachments and packaging, or contains items damaged by user error.

× A product is found to have no defects after all appropriate tests are conducted by NOVA3D.

× 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, water damage marks, etc. show signs of tampering or alteration.

× Damage is caused by uncontrollable external factors, including fires, floods, high winds, or lightning strikes.

× Received product has not been sent back to NOVA3D seven (7) calendar days after replacement confirmation from NOVA3D.

× Proof of damage during transit issued by the carrier cannot be provided.

× Other circumstances stated in this policy.

 

What to do Before Obtaining After-sales Service

Before obtaining after-sales service, the following steps must be taken:

√ Follow the procedures specified by NOVA3D as shown in the “NOVA3D General After-Sales Service Flow” part.

√ Backup all data contained on your product’s SD card.

√ Remove all data, including confidential information, proprietary information and personal information, from the product. Or, if you are unable to remove any such information, modify the information to prevent its access by another party or so that it is not personal data under applicable law. NOVA3D shall not be responsible for the loss or disclosure of any data, including confidential information, proprietary information, or personal information, on a product returned or accessed for warranty service.

√ Provide NOVA3D with all system passwords, if necessary.

√ Provide NOVA3D with sufficient and safe access to your product, so NOVA3D can provide service as needed.

√ Remove all additional parts, alterations, and attachments not covered under warranty.

√ Ensure that the product or part is free of any legal restrictions that prevent its replacement.

√ If you are not the owner of a product or part, obtain authorization from the owner for NOVA3D to provide warranty service.

 

Product and Part Replacement

When after-sales service involves the replacement of a product or part, the replaced product or part becomes NOVA3D’s property and the replacement product or part becomes your property. Only unaltered NOVA3D products and parts are eligible for replacement.

Replacement products or parts provided by NOVA3D 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 product or part shall be covered for the time remaining in the original product’s warranty.

 

Use of Personal Contact Information and Data

If you obtain service under this policy, you authorize NOVA3D to store, use, and process your printing information and your contact information, including name, phone numbers, address, and e-mail address. You agree and understand that it is necessary for NOVA3D to collect, process and use your data to perform service under this policy. We may contact you to inquire about your satisfaction with our service or to notify you about any product recalls or safety issues. NOVA3D may request your authorization to access, use and process the printing data that stored in your product when you decide to apply for after-sales service. If you refuse to do so, NOVA3D may not be able to provide certain after-sales service to you. In achieve these aims, you authorize NOVA3D to transfer your information to any country where we do business and to provide it to entities acting on our behalf. We may also disclose your information where required by law.

 

Essential Information

√ The warranty period for Return & Refund Service, Replacement Service and Warranty Repair Service may vary with respect to your product, the part experiencing issues, or the country of purchase. Please refer to http://www.nova3dp.com/info/s1414.html for the warranty period for your product and products in your country.

√ You are responsible for shipping costs when sending product(s) for return, repair or replacement.

√ NOVA3D will examine the returned product(s) to identify the problem. If the problem qualifies for service under this policy, NOVA3D will bear the cost for refund, replacement, or repair and return the product(s) at our cost to you.

√ If NOVA3D determines that the issue in question is not covered by this NOVA3D After-Sales Policy, you will have to apply for Customer Paid Repair Service. NOVA3D will not start repair until you agree to the cost for repair quoted by NOVA3D. If you disagree with the cost for repair, NOVA3D will return the product(s) with you burdening the cost of return shipping.

√ Please note that products and components presented for repair may be replaced by refurbished goods of the same type rather than being repaired. These refurbished goods have been tested and are similar to brand new goods in function and appearance. If any refurbished parts or units do not meet our quality assurance requirements, brand new parts or units will be issued. Any replaced parts may come with different serial numbers.

√ Please be aware that where a product is capable of retaining user-generated data, such data may be lost during the repair process. We therefore recommend that you back up your data prior to any repair.

√ NOVA3D does not provide global warranty, customers can obtain warranty service only at a designated NOVA3D repair center in the region where he/she purchased the product. However, depending on part availability, customers can obtain cross-regional repair service at an additional charge.

√ If a customer in Region A wants to send in their products to a designated NOVA3D repair center in the Region B, the customer will need to get the consent of NOVA3D and bear customs duties, taxes, customs clearance, and other costs incurred.

√ If the 3D printier is water-damaged, its performance may be severely affected, and the printer will be beyond repair. So a replacement service is provided, instead of repair services, if the product is sent in.

√ Before sending your product for repair, please remove any customized decorations and items on it (including but not limited to decorative stickers, UAS stickers, paintings, etc.). NOVA3D will not be responsible for any damage or loss that may occur to these customized decorations and items.

√ To guarantee your legal rights, please check whether your product is intact (check whether any damage has occurred to your product during transportation) when signing for it. If the product has a defect, please report it to us within seven (7) days of signing for it; or it will be deemed that the product you signed for is intact and fully functional.


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