Return & Refund Policy
Request Return Service
We accept returns within 15 days of receipt for printers, the extruder kit within three months replace and a 1-year warranty for all major parts which include mainboard, motor, screen display, and hotbed.
Regarding the returned printer, we do not undertake the shipping costs if it's not the printer itself problem, and if the return to China is required, we also do not take the tax that may occur.
Return Service will not be provided where
It is requested beyond 15 days (15) calendars days of receiving a product.
A product sent to Tronxy Mall 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.
Other circumstances stated in this policy.
Request Replacement 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 store.tronxy.com.
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.
Shipping costs must be covered by buyer in the following situations
Returning products for any reason other than a proven defect
Buyer’s accidental returns
Returning personal items
Returning items claimed to have defects but found by Tronxy MALL 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.
Part Replacement for Quality-Related Issues
All quality-related defects on items sold directly by Tronxy MALL are covered by an extensive warranty, starting from the date of purchase. Replacement part provided by Tronxy MALL 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.
What to Do Before Obtaining After-Sales Service
Buyer must provide sufficient proof of purchase
Tronxy MALL 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
Valid proof of purchase
Order number from online purchases made through store.tronxy.com
