Refunds & After-Sales
You may request a return or after-sales service within the applicable period if you are not satisfied with your purchase. Please keep your receipt and related documents, as they are required for warranty and after-sales support.
This policy does not affect your rights under applicable local consumer laws. If you need assistance, please contact our customer support team
Last updated: January 2025
Quality-Related Issues
| Quality-Related Issues | Cost Responsibility | ||||
| Exchange | Return | Repair | Cover return shipping costs | Cover repair costs | |
| Within 7 days | ✓ | ✓ | ✓ | Artillery | Artillery |
| Within 15 days | ✓ | ✓ | ✓ | Artillery | Artillery |
| Within warranty period | ✗ | ✗ | ✓ | ✗ | Artillery |
| Out of warranty period | ✗ | ✗ | ✗ | ✗ | Customer |
| Filament, accessories, spare parts | ✗ | ✗ | ✗ | ✗ | Artillery |
| Important Notice:
If your product is damaged during shipping, please contact our customer service within 3 days of receiving the item and submit a claim. This allows us to promptly coordinate with the logistics provider.
Shipping-related damages include, but are not limited to, broken glass, frame deformation, or structural damage.
⚠️ Claims submitted more than 3 days after delivery will not be accepted. | |||||
Non-quality-related issues
| Non-quality-related issues | ||||
| Exchange | Return | Cover return shipping costs | Deduction of Fees | |
| Within 7 days | ✓ | ✓ | Customer | If the returned machine is missing key components, corresponding fees will be deducted. |
| Within 15 days | ✗ | ✓ | Customer | |
| Within warranty period | ✗ | ✗ | ✗ | ✗ |
| Filament, accessories, spare parts | ✗ | ✗ | ✗ | ✗ |
1. general
After-Sales Policy Within 7 Days
Within 7 days of receiving the machine, you may apply for after-sales service based on the following conditions:
①. Eligible for Return or Exchange (Quality Issues)
Returns or exchanges are accepted if the product has:
- Serious product defects
- Manufacturing issues
- Major functional failures (not caused by human factors)
In these cases:
- We will provide a return or exchange service
- Return shipping costs will be covered by us
②. Non-Quality-Related Reasons
Including but not limited to:
- The product does not meet personal usage needs
- Change of mind or no longer needed
- Incorrect order placed
- Other reasons not related to product quality
In these cases:
- You may apply for a return or exchange within 7 days
- Return shipping costs must be borne by the customer
After-Sales Policy From Day 8 to Day 15
- Exchanges are no longer supported after 7 days
- Within 15 days of receiving the machine, you may still apply for a return
During this period:
- If the return is due to serious product defects, manufacturing issues, or major functional failures, we will cover the return shipping costs
Important Notes
- The after-sales period is calculated based on the logistics delivery confirmation date
- Returned machines must include all original accessories and show no signs of man-made damage
- If there is obvious man-made damage or improper use, the return request may be rejected
Eligibility for Returns
To be eligible for a return or exchange, the item must:
- Be in the same condition as received
- Show no signs of misuse or man-made damage
- Include original packaging, accessories, and tags
- Be accompanied by a receipt or proof of purchase
How to Request a Return
If you wish to return or exchange your product, please contact us at [artillery3d@hotmail.com].
Our support team will respond as soon as possible to guide you through the process.
If your return request is approved:
- We will provide a return shipping label (if applicable)
- You will receive clear instructions on how and where to send the package
⚠️Please note: Returns sent without prior authorization will not be accepted.
We understand that every purchase comes with expectations, and everyone's experience with a product may differ. If you have any concerns after receiving your 3D printing products, please don't hesitate to reach out—we're here to help.
2. return conditions
we will provide you with exchange service if any of the following conditions are met:
- The product is found to have functional quality problems caused by non-human factors;
- The goods are damaged during transportation, and the goods are rejected on the spot or the logistics company can provide a certificate of damage afterwards;
- The wrong product is received, and the actual goods received are clearly inconsistent with the description of the goods. (Note:The warranty period of the product will be recalculated after the exchange.)
We have the right to refuse to provide exchange service in the following cases:
- The outer packaging, accessories, gifts, instructions, labels, etc. of the exchanged product received are incomplete, or damaged due to human factors;
- After Artillery's inspection, the functional problem of the product is caused by human factors (such as falling, flooding, unauthorized modification, incorrect installation and use, etc.) or the product itself does not have quality problems;
- Failure to provide valid purchase certificates and related documents from Artillery official and officially authorized channels, or signs of forgery or alteration;
- The product is found to be damaged due to transportation, but it is not rejected on the spot, and the logistics company's cargo damage certificate is not provided afterwards;
- The accessories are found to be incomplete, but Artillery is not contacted immediately after receipt;
- Products damaged due to force majeure (such as earthquakes, fires, floods, lightning strikes, traffic accidents, etc.);
- After contacting Artillery to confirm the exchange service, the corresponding items are not sent within 7 natural days. According to our after-sales inspection and judgment, if the product received for return/exchange is damaged in appearance, incomplete accessories, or is not packed and mailed according to the original packaging, the customer needs to bear the corresponding expenses. The specific loss and expenses need to be sent back and inspected and calculated by professional after-sales personnel.
3. products eligible for return
Returns of 3D printer orders are accepted in the United States and Europe.
Unfortunately, due to the absence of a local warehouse in Canada and Brazil, we are currently unable to offer return options for 3D printers shipped to these countries. We apologize for any inconvenience this may cause.
Please also note that our return policy does not apply to pre-owned products.
Additionally, we're unable to accept returns on 3D printing filaments, accessories, or spare parts. We appreciate your understanding and are always here to assist with any questions or concerns you may have!
4. returns for quality-related issues
If you encounter any product defects upon receiving and using your item, please take photos or videos of the issue and contact our customer support team at[support@artillery3d.com]. We will assist you promptly and send replacement parts at no additional cost. Please note that minor damage can occasionally occur during shipping.
If you decide to return the product due to a quality issue, rest assured we will handle the return process for you and cover the return shipping costs. We sincerely apologize for any inconvenience this may have caused and appreciate your understanding.
5. refunds
We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we've approved your return, please contact us at[artillery3d@hotmail.com].
1. warranty timeline
After Artillery's inspection and judgment, if your product has not been dropped, immersed in water, or unauthorized disassembly and modification, and it is determined that the failure is caused by poor materials, workmanship, or function, Artillery will repair or replace spare parts free of charge during the product warranty period. All Artillery machines have a one-year limited warranty. Some spare parts may have slight differences due to product properties. Please refer to the figure below for details
| Artillery Main Parts Warranty Table | ||
|---|---|---|
| Printing Technology | Main components | Warranty |
| Based on total order weight | Nozzle, PEI steel plate, Teflon tube | There is no warranty for consumables |
| Based on total order weight | Print head, extruder assembly, spring steel magnetic plate, extrusion gear, cutter, FFC cable | 3 months |
| Based on total order weight | Hot bed, lattice glass | 6 months |
| Based on total order weight | Other major components (excluding tools) | 12 months |
| Accessories(purchased separately) | Nozzle, PEI steel plate, Teflon tube | There is no warranty for consumables |
| Accessories(purchased separately) | Print head, print head module, cutter, extruder, main board, screen board, cooling fan, belt, motor, camera, driver | 3 months |
| Accessories(purchased separately) | Heated bed, spring steel plate magnetic suction (damage caused by scratches, drops or bumps is not covered by the warranty) | 3 months |
2. warranty rules
Hardware failure of the machine is considered a product quality issue. You are eligible for a free exchange within 7 days, and the merchant will bear all related responsibilities. The merchant bears all responsibilities within 1 month warranty (except for man-made damage). Within 1 year warranty, the buyer needs to bear the return shipping fee for 1-6 months, and the buyer needs to bear all postage for 6-12 months.If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason. *Artillery reserves the right of final interpretation of the above service policies.
3. warranty period
The fused deposition modeling (FDM) technology 3D printer manufactured by Artillery provides you with a 12-month limited warranty for the host and a 3-month warranty for the printer nozzle assembly. The warranty period starts from the date of manufacture. If you can provide a purchase receipt, the date of the purchase receipt will be the warranty start date.
4. after-sales service application
If the equipment is damaged due to product quality problems during the warranty period, Artillery will provide free replacement parts. You need to submit the "Artillery After-sales Service Application Form". And submit the "Artillery After-sales Service Application Form" corresponding to the repaired equipment to Artillery, and Artillery will deliver the repair parts within the warranty period according to the content of the "Artillery After-sales Service Application Form". If you do not provide a complete after-sales service application form, you will have to pay for the repair parts.
5. repair and service
Artillery is obliged to provide users with lifelong free technical guidance and consulting services. Artillery can remotely guide you and assist you in solving problems that you cannot solve.
The repair parts may not be brand new, but Artillery needs to ensure that the parts function normally. The warranty period of the repair parts is the same as the warranty period of the whole machine. The warranty service is still available after the equipment is repaired during the warranty period.
6. not covered by warranty
he following accessories are not included in the warranty scope:- PEI printing platform, material rack, and tools provided with the package (including but not limited to plastic scrapers, metal scrapers, hexagon wrenches, open-end wrenches, SD cards, USB flash drives, USB cables, etc.)
- Failure to provide valid purchase receipt or serial number (lost, altered, blurred and cannot be confirmed);
- The warranty period of the whole machine and its components has expired;
- The equipment has been repaired in a repair shop not authorized by Artillery;
- Equipment failure or damage caused by unauthorized modification of the equipment;
- Equipment failure or damage caused by incorrect installation or use;
- Equipment failure or damage caused by using the equipment in a working environment not specified by the product;
- Equipment failure or damage caused by abuse (including exceeding the workload) and misuse;
- Equipment failure or damage caused by using parts of other brands;
- Equipment failure or damage caused by using low-quality consumables (it is recommended to use Artillery official consumables);
- Equipment failure or damage caused by the use of software not specified by Artillery;
- Equipment failure or damage caused by improper maintenance (moisture, mold or exposure to extreme climate)
- Normal wear and tear, aging of the equipment or scratches or flaws on the surface caused by operation;
- Failure or damage caused by force majeure (such as fire, earthquake, lightning strike, flood, etc.).
| 1 month | Bear the round-trip freight | / |
| 1-6 months | Bear the round-trip freight | Pay the shipping fee |
| 6-12 months | / | Pay the shipping fee |
7. technical support
Artillery's technical support and repair standards for you:- Artillery is solely responsible for quality issues during the warranty period, and Artillery will arrange engineers to contact you directly;
- You are obliged to make a basic judgment on the phenomenon of the failure and provide information for Artillery's reference. Artillery will remotely assist you in solving routine technical problems. If special technical problems are not solved after remote assistance from Artillery's after-sales technical department, or in the case of non-human damage, Artillery determines that the cause of the failure cannot be determined, you can apply for factory repair, and the cost of damaged parts caused by human factors will be calculated separately;
- You need to fill in the "Artillery After-sales Service Application Form" when applying for factory repair. After Artillery's permission, the "Artillery After-sales Service Application Form" will be randomly sent out when it is sent. If you send it directly to Artillery for repair without Artillery's permission, you will bear the round-trip freight and pay the inspection and repair costs. The inspection and repair costs are shown in the table attached to Article 1 and Article 2 of this Agreement.
- If you need to return the whole machine to the factory, you can ask Artillery for the goods packaging standards and implement the corresponding standards. If the damage is caused by poor packaging, it will not be included in the warranty, and you will purchase the parts to repair the damaged parts. If the original packaging cannot be used after the whole machine is returned for repair, you need to purchase the packaging again, otherwise the loss caused by this will be borne by you.
- You can apply to Artillery for paid repair services for out-of-warranty equipment. If you cannot provide a complete and clear product serial number, you can also apply for paid repairs. The cost of accessories and retail prices are based on the sales price on the Artillery official website.
