Thank you all for supporting Tronxy for so many years. And we understand that you will get frustrated or sad when you encounter some 3d printer problems. It’s no matter, and We will help you solve the trouble.
When your printer encounters some problems, please feel free to send an email to firstname.lastname@example.org, and our technical support team will contact you as soon as possible.
And you have to provide some feedback and information; please understand that this is our working progress as below:
About Replacement Requirement
1 If you purchase by the official channel, pls contact us;
2 If you purchase the product from distributors or a third-party partner, you have to direct communication with them. Then they will confirm the issue and determine whether to replace it for you. Because we only send replacement parts to our distributors or third-party partner.
About Technical Support Step:
1 Provide Order Number, serial number, Purchase Channel;
2 Describe the problem and provide explicit videos and pictures if possible;
3 You will get a reply within 24 hrs.
|3D Printer||Within 12 months|
|Motherboard||Within 12 months|
|Screen Display||Within 12 months|
|Power Supply||Within 12 months|
|Hotbed||Within 12 months|
|Extruder Kit (nozzle module, glass platform, etc)||Within 3 months|
1 The following accessories are not included in the warranty coverage if they are not damaged by transportation: Sticker, Platform plate, Card reader and SD card, Glass, USB cable, Filament, Tools, etc.;
2 Before we deliver the goods, we will test the machine, which may scratch the profile. Besides, long-distance transportation may also be a little scratch. In the premise of not affecting the regular use, in principle, not within the scope of warranty;
3 Extruder kit(nozzle, heating block, throat pipe, heat sink, Teflon tube, etc.) warranty period is three months;
4 Motherboard, Screen display, power supply, and hotbed, their warranty period is 12 months;
5 If the product is not working, and after contacting the customer service team, It will be back to the original seller for repair. If the product overdue the warranty period (the buyer also can get free technical support service), the buyer has to pay for the shipping fee and repair cost.
Not included in warranty coverage:
1 It is impossible to provide a serial number or order number;
2 Exceed the warranty period;
3 Equipment failure or damage caused by unauthorized modification of the equipment, the use of the equipment in a working environment not specified by the product;
4 Equipment failure or damage due to the improper use or maintenance (moisture, etc.), the incorrect installation and use, or the use of other branded components or low-quality consumables;
5 Accidental or human behavior lead to product damage, such as input inappropriate voltage / high temperature/water immersion / mechanical damage /broken/severe oxidation or rust products and so on;
6 Due to force majeure, such as earthquakes, fires, lightning, and other products caused by failure or damage.
Attention: If the customer goes to an unofficial place to flash the Marlin firmware or other unofficial firmware, it means that the warranty policy no longer covers your machine.
If you only have any questions during use, you can fill in the form to contact us through the link. You may fill in some information so that we can serve you faster.
The final interpretation right belongs to Shenzhen Tronxy Technology Co., Ltd.!