Refund & Warranty
Thank you for your purchase. We hope you are happy with your purchase. However, if you are not completely satisfied with your purchase for any reason, ELEGOO provides a straightforward warranty that is processed in the most hassle-free way possible. Please refer to the warranty policy below, as warranty periods and warranty rules differ according to the models and parts list.
Warranty Timeline
Warranty Policy
1. Warranty timeline
|
|
Models |
Parts List |
Warranty Period |
|
3D Printing Related Products |
Neptune 2 / 2D / 2S / X /3 / 3 Pro / 3 Plus / 3 Max/ 4 / 4 Pro |
Main Parts of the Machine (nozzle and build plate sheet Excluded) |
12 Months |
|
Mars / Mars Pro / Mars C |
LCD Screen |
3 Months |
|
|
Other Main Parts of the Machine (FEP&Tools Excluded) |
12 Months |
||
|
Mars 2 / 2 Pro/ 3 / 3 Pro / 4 / 4 MAX/ 4 Ultra/ |
LCD Screen |
6 Months |
|
|
Other Main Parts of the Machine (FEP&Tools Excluded) |
12 Months |
||
|
Mars 4 DLP |
Main Parts of the Machine (FEP&Tools Excluded) |
12 Months |
|
|
Jupiter |
LCD Screen |
3 Months |
|
|
Other Main Parts of the Machine (FEP&Tools Excluded) |
12 Months |
||
|
Jupiter SE |
LCD Screen |
6 Months |
|
|
Other Main Parts of the Machine (FEP&Tools Excluded) |
12 Months |
||
|
Mercury |
Main Parts of the Machine (Tools Excluded) |
12 Months |
|
|
PHECDA LASER |
Main Parts |
PCB, Motor, Laser head, Power Adapter |
12 Months |
|
Other Parts① |
Fans |
6 Months |
|
|
Other Parts② |
Synchronous belt, motor connection line, laser connection line |
3 Months |
|
|
Consumables and |
Power cord, USB cable, Engraving Material (filter cartridge, wood board, stainless steel sheet, leather, etc.), user manual, packaging, tools (hexagonal wrench, open-end wrench), etc. |
No warranty |
|
|
Arduino Kits, Robot Kits & Component Kits |
All |
All |
12 Months |
|
Pre-owned Products |
All |
All |
No warranty |
|
Accessories (For individual purchases) |
LCD Screen: |
Resin leakage, scratch-resistant film damage, human damage, collision damage are not included in the warranty. |
3 Months |
|
LCD Screen: Saturn / S / 2 / 8K/ 3 / 3 Ultra |
Resin leakage, scratch-resistant film damage, human damage, collision damage are not included in the warranty. |
6 Months |
|
|
LCD Screen: |
Resin leakage, scratch-resistant film damage, human damage, collision damage are not included in the warranty. |
3 Months |
|
|
Air Purifier: |
Consumables (activated carbon) are not warranted, as well as human damage, disassembly is not covered by the warranty. |
12 Months |
|
|
Build Plate |
Damage caused by scratches, drops or bumps is not covered by the warranty. |
6 Months |
|
|
Release Film: FEP/ PFA/ ACF |
Release film is a consumable product without warranty |
No warranty |
|
|
Resin Tank |
Installation tools and screws are not warranted |
6 Months |
|
|
Washing Bucket: Mercury Plus V1.0/ V2.0 Mercury X / XS Bundle |
No warranty for damage caused by man / misuse (e.g. resin curing inside the bucket). |
6 Months |
|
|
Nozzle Kit： |
Entire Nozzle Kit |
6 Months |
|
|
Dual-Gear Direct Extruder Kit： |
Entire Dual-Gear Direct Extruder Kit |
6 Months |
|
|
STM 32-bit Silent Motherboard： |
Motherboard |
12 Months |
|
|
PEI Magnetic Platform Kit： Neptune 3 Pro/ 3 Plus/ 3 Max |
PEI Magnetic Platform Kit is a consumable product without warranty |
No warranty |
|
|
Brass Nozzle： Neptune 3 Pro/3 Plus/ 3 Max |
Brass Nozzle is a consumable product without warranty |
No warranty |
|
|
Cooling Fan Kit：Neptune 3 Pro/ 3 Plus/ 3 Max |
Including 4010/4015 Blower Fan and 6010 Axial Flow Fan |
6 Months |
|
|
PTFE Tube： |
PTFE Tube is a consumable product without warranty |
No warranty |
|
|
Rotary Attachment: |
All |
12 Months |
|
|
10W/20W Air Assist: PHECDA Laser Engraver |
All |
12 Months |
|
|
Enclosure: PHECDA Laser Engraver |
All |
12 Months |
|
|
Honeycomb Panel: |
Honeycomb Panel is a consumable product without warranty |
No warranty |
|
|
Raisers: PHECDA Laser Engraver |
All |
12 Months |
|
|
Composite Filter: PHECDA Laser Engraver |
Composite Filter is a consumable product without warranty |
No warranty |
|
|
10W/20W Laser Module: PHECDA Laser Engraver |
All |
12 Months |
|
|
Window Mirror: PHECDA Laser Engraver |
Window Mirror is a consumable product without warranty |
No warranty |
|
|
20W Adapter: PHECDA Laser Engraver |
All |
12 Months |
Warranty Rules for Laser Head and Tube
2. Warranty Rules for Laser Head and Tube
A. Laser Head WarrantyRules:
The rate of laser power drop is related to the frequency of use, working hours, and working environment.
B. Laser Tube Warranty Rules:
a). If the laser tube is found to be damaged during the first unpacking inspection, after-sales warranty service can be provided normally；
b). During the warranty period, if the laser tube cannot emit light normally, but no obvious appearance defects are found, after-sales warranty services can be provided normally;
c). During the warranty period, if the laser tube has any appearance cracks (including but not limited to cracks caused by improper handling or cracks caused by freezing temperatures), after-sales warranty services can't be provided normally.
Warranty Forfeiture
3. Warranty Forfeiture
The following Conditions Are Not Covered Under Warranty:
A. Products without sufficient proof of purchase
B. Lost or stolen products
C. Items that have expired their warranty period
D. Non-quality-related issues (after 30 days of purchase)
E. Free products
F. Repairs through 3rd parties
G. Damage from outside sources
H. Damage from misuse of products (including, but not limited to: falls, extreme temperatures, water, and operating devices improperly)
I. Purchases from illegitimate resourcesor second-handed parties
J. Normal discoloration, wear, or consumption during product use.
Refund For Unwanted Items
Return & Refund Policy
1. For Unwanted Items
If the Elegoo product that you purchased does not meet your satisfaction but was not confirmed defective by certified Elegoo technicians, we call such product as “unwanted product”. You may return the unwanted product to Elegoo for a full refund within 14 days or replacement within 30 days of the delivery date unless otherwise specified in the products’ listing on our website, on the receipt, or packing slip. You are responsible for the shipping fees. Beyond the end of those 14 days, refunds for unwanted products are not available, and beyond 30 days, refunds and exchanges for unwanted products are not available.| Unwanted Issue | |||
| Items | Responsibility of Return Shipping Charges | ||
| Refund | Exchange | ||
| Within 14 Days | √ | √ | Customer |
| Within 30 Days | × | √ | Customer |
| Within Warranty | × | × | × |
Important: To avoid any delay or denial of processing your refund and exchange request, please verify that your returning product satisfies all of our following inspection criteria. The product for refund and exchange must be:
A. In new and unused condition (Free from damages of any type, including, but not limited to dents, scratches, cracks, abuse, and defacement);
B. Complete with all parts & accessories included and all original tags and labels attached;
Refund For Quality-Related Items
2. For Quality-Related Items
A. Product is defective when you receive it, within 14days of delivery, you can return defective items to Elegoo and get a full refund or replacement, and Elegoo is responsible for return shipping charges. Or you can ask Elegoo to repair defective items, and Elegoo is responsible for repair fees.
B. Beyond the 14 days but within warranty, a full refund and replacement are not available, but repair is acceptable. Elegoo is responsible for repair fees.
C. Out of warranty, Elegoo will provide free technical support, if the parts need to be replaced, the customer is responsible for the repair fees, which means the customer needs to purchase the parts and bear the freight.
|
Quality-Related Issue
|
|||||
|
|
Items |
Responsibility of Fees |
|||
|
Refund |
Replace |
Repair |
Return Shipping Charges |
Repair Fees |
|
|
Within 14 Days |
√ |
√ |
√ |
Elegoo |
Elegoo |
|
Within Warranty |
× |
× |
√ |
× |
Elegoo |
|
Out of Warranty |
× |
× |
√ |
× |
Customer |
Important: To avoid any delay or denial of processing your refund and replacement request, please verify that the returning product must be with all parts & accessories included and all original tags and labels attached and in the original box (generic boxes will be rejected).
Process After Returning Product
3. Process After Returning Product
After receiving your return and inspecting the condition of your item, we will process your return. Please allow at least 7 days from the receipt of your item to process your return. We will notify you by email when your return has been processed and move to the next warranty process, refund you the payment via Paypal, or send a new replacement to you.
Contact Us
Contact Us
Regarding product issues, please don't hesitate to contact us at the customer service channels below to acquire technical support, refund or exchange.
- For 3D printer technical support: 3dp@elegoo.com
- For laser engraver technical support: lec@elegoo.com
- For order issues, unwanted item refunds, or returns: info@elegoo.com
- For STEM kits, robots technical support: service@elegoo.com
When contacting our customer service team, the buyer must provide sufficient proof of purchase (the order number from online purchases made through ELEGOO, Amazon, or other ELEGOO's authorized resellers), tell us which product you purchased, and describe the problem as clearly as possible through text, images or short videos. This will help our team to process your inquiries and help you solve the problems more efficiently.