# Returns & Refund Policy **Last Updated: April 25, 2026** We want you to be completely satisfied with your purchase. If you are not satisfied for any reason, you may return eligible items within the applicable return period. This policy applies to products purchased directly from our official online store. > **Statutory Rights Notice:** Nothing in this policy affects your statutory rights as a consumer. If any provision of this policy conflicts with mandatory consumer protection laws applicable in your jurisdiction, the legal provisions shall prevail. --- ## 1. Right of Withdrawal (EU / EEA / UK Customers) Under EU Directive 2011/83/EU (and the UK Consumer Contracts Regulations 2013), if you are a consumer in the European Union, the European Economic Area (including Norway, Iceland, and Liechtenstein), Switzerland, or the United Kingdom, you have the right to withdraw from your purchase within **14 calendar days** of receiving the goods, **without giving any reason**. ### How to Exercise Your Right of Withdrawal - You must notify us of your decision to withdraw within **14 calendar days** of receiving the goods by means of a clear, unambiguous statement (e.g., an email or by using the withdrawal form template below). - After notifying us, you have an additional **14 calendar days** to return the goods. ### Withdrawal Refunds - We will refund **the full amount you paid**, including **standard shipping costs** (if you paid for shipping). If you chose a delivery method more expensive than the cheapest standard delivery option we offer, we will only refund the cost of the standard delivery option. - The refund will be issued within **14 days** of the date we receive the returned goods, or from the date you provide evidence that you have sent the goods back (whichever is earlier). - The refund will be made using the same payment method used for the original transaction, unless you expressly agree otherwise. ### Obligations Upon Withdrawal - You are responsible for the **direct cost of returning the goods**, unless we have agreed to bear that cost or we failed to inform you that you must bear the return shipping cost. - You may inspect the goods to the extent necessary to ascertain their nature, characteristics, and functioning — the same way you would be allowed to in a physical store (e.g., unboxing and visually inspecting a 3D printer kit is acceptable; fully assembling and extensively using it exceeds the scope of inspection). - You are liable for any **Diminished Value** of the goods resulting from handling beyond what is necessary for inspection. See **Section 5: Diminished Value Assessment** below. ### Exceptions to the Right of Withdrawal The Right of Withdrawal **does not apply** in the following cases (pursuant to Article 16 of Directive 2011/83/EU): - Goods made to your specifications or clearly personalized (Article 16(c)) - Sealed goods not suitable for return due to **health protection or hygiene reasons**, where the seal has been broken after delivery (Article 16(e)) - Goods that have been inseparably mixed with other items after delivery (Article 16(f)) ### Withdrawal Form Template *(You are not required to use this form; any clear statement of withdrawal is sufficient, but please include the following information.)* > **To:** FYSETC(HK) CO.,LIMITED, shop@fysetc.com > > I hereby give notice that I withdraw from the contract for the purchase of the following goods: > > - Order date: ______ > - Date of receipt: ______ > - Order number: ______ > - Consumer name: ______ > - Consumer address: ______ > - Date: ______ > - Signature (only required if sent on paper): ______ --- ## 2. Returns for All Customers (Including US) For customers in the **United States** and other regions outside the EU/EEA/UK, we offer a **14-day return window** from the date of delivery, subject to the following conditions. ### Eligibility - **Unopened/Unused Items:** Items must be in their original, unopened condition with all packaging, accessories, and documentation included. - **Opened but Unused Items:** If you opened the product for inspection but did not use it beyond what is necessary to evaluate the product, we accept the return. A Diminished Value deduction may apply. - **Defective or Damaged Products:** Items with manufacturing defects or shipping damage may be returned regardless of whether they have been opened. See Section 4 below. ### US Returns by Item Condition | Condition | Return Eligibility | Restocking Fee | Original Shipping | | ---- | ---- | ---- | ---- | | Unopened (original packaging intact) | Returnable | 5% | Standard shipping refunded | | Opened but unused (inspection only) | Returnable | 15% | Not refunded | | Used (signs of use) | Not returnable | — | — | | Consumables / loose electronics opened | Not returnable | — | — | ### Low-Value Items (<$30) Special Return Terms To avoid excessive cross-border return shipping costs and duties for both parties, return requests for items valued under **$30** are offered the following options: - **Option A (Recommended):** You keep the item and we refund **70%** of the item price. - **Option B:** Return per standard process — you bear all return shipping costs and duties; we assess the refund based on the actual condition of the item upon receipt. This provision applies to both EU and US customers. ### Items Not Eligible for Voluntary Returns The following items **cannot** be returned under the voluntary return policy: - Items that have been assembled, installed, and used beyond initial inspection and testing - Items that have been modified, disassembled, or altered from their original condition - Items with identification labels removed or tampered with - Gift cards or digital products - Items purchased from third-party resellers (please contact the reseller directly) --- ## 3. Return Procedure 1. **Contact Us First — RMA Authorization Required:** All return requests **must** be submitted through our customer service channels before shipping the item back. You will receive a Return Merchandise Authorization number (RMA) and a designated return address. **Packages returned without a valid RMA number will not be processed until authorization is obtained**, which may cause significant delays. We are not responsible for unauthorized packages that are lost, damaged, or undeliverable. 2. **Provide the Required Information:** - Your order number or invoice number - The item(s) you wish to return, along with a clear **product photo** showing the current condition - Reason for return (optional for EU/EEA/UK withdrawal; required for all other return types) - For defect/damage claims: clear photo or video evidence showing the issue, plus diagnostic logs from product support - For shipping damage or missing item claims: your **unboxing video** (see [Shipping Policy Section 8](shipping-policy.md) for why this is critical) 3. **Receive Return Authorization:** Our support team will verify your information, issue an RMA number, and provide the return address. For high-value items, we may provide specific packaging instructions. 4. **Pack and Ship:** - All returned items must be placed in their **original packaging** with all accessories, parts, manuals, cables, tools, and free gifts included. See Section 5 for how missing items affect refunds. - Use the original box and packaging materials to prevent damage during transit. If the original packaging is unavailable, use equivalent protective packaging. - You **must** use a trackable shipping service (with delivery confirmation) and provide the tracking number to our support team. We are not responsible for items lost in transit by the carrier you choose. Shipping insurance is strongly recommended for high-value items. 5. **Inspection and Verification:** Upon arrival at our warehouse, all returned items will undergo the following verification process within **7 business days**: - **Identity Verification:** The returned product will be compared against our pre-shipment photos and order records to confirm it matches the originally shipped item. - **Weight Verification:** Total package weight is compared against the recorded outbound shipment weight to detect missing components. - **Condition Assessment:** The product will be inspected for signs of use, damage, modification, or missing items. Photos are taken during inspection and compared with pre-shipment photos. - **Completeness Check:** All accessories, tools, cables, manuals, and free gifts listed on the original packing list are verified. - We will notify you of the inspection results and any applicable deductions before processing the refund. --- ## 4. Damaged, Defective, or Incorrect Items If you receive a product that was damaged during shipping, has a manufacturing defect, or is not the item you ordered: - Contact us **as soon as possible** after discovering the issue, providing your order number and clear evidence (photos/videos). We recommend reporting within 48 hours of receipt to expedite processing. - We will arrange a **replacement** or **full refund** (including return shipping costs) based on the circumstances and your preference. - For defective products beyond the return window, please refer to our [Warranty Policy](warranty-policy.md). --- ## 5. Diminished Value Assessment (by Product Category) Under EU Directive 2011/83/EU (Article 14(2)), you are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning. Because our products vary significantly in nature, we apply different assessment criteria by category. We will notify you of any deductions and provide a detailed breakdown before processing the refund. > **How We Calculate Diminished Value:** We assess the retail market value of the product in its returned condition — i.e., the price at which the product could realistically be resold to a consumer in its current state. The deduction is the difference between the original purchase price and that assessed value. ### Diminished Value Reference Rates | Item Condition | Diminished Value | | ---- | ---- | | Brand new, unopened | 0% | | Opened but inspection only (not installed/not used) | 0–5% | | Installed but not actually used | 30–50% | | Used (signs of use) | 50–100% | | Hotend / wear-prone accessories used | 80–100% | | Consumables opened | 100% | | Loose electronics / chips opened (ESD-sensitive) | 80–100% | **Additional Deductions:** - Missing original packaging: +10% - Missing accessories / manuals: +15% - Product damaged or showing significant wear: +20–50% **Calculation Example:** Item price $100, installed but not actually used (40%) with missing original packaging (+10%) = 50% Diminished Value; refund amount = $50. The following sections describe detailed inspection criteria and usage thresholds for each product category: --- ### Category A: 3D Printer Kits and Major Component Assemblies *Includes: complete printer kits, printhead assemblies, AMS/multi-color systems, enclosures* | Reasonable Inspection (No Deduction) | Use Beyond Inspection (Deduction Applies) | | --- | --- | | Opening shipping box and all packaging | Fully assembling the printer and performing print jobs | | Removing the printer from the box for visual inspection | Filament residue on nozzle, print marks on the heated bed | | Verifying all accessories and parts are present | Wear on moving parts (belts, rails, bearings) from use | | Brief power-on for self-test (< 5 minutes) | Firmware modified, custom configuration, or bootloader unlocked | | Reading documentation | Missing accessories, tools, or free gifts | | | Original packaging damaged or discarded | **Deduction Examples:** - Assembled and used for printing → assessed as opened/used condition; deduction = new price minus resale value in current condition - Missing items → deducted at the **current retail price** listed in our store, item by item - Packaging damaged and cannot be resold as new → reasonable repackaging fee deducted - Firmware modified and cannot be restored → assessed as non-resalable if factory state cannot be recovered --- ### Category B: Electronic Components *Includes: mainboards, power supplies, stepper motors, displays, control boards, heater cartridges, fans, wiring harnesses* | Reasonable Inspection (No Deduction) | Use Beyond Inspection (Deduction Applies) | | --- | --- | | Unpacking for visual inspection | Installed in a printer (solder marks, thermal paste residue, connector wear) | | Checking part numbers / compatibility | Signs of being powered on (burn marks, bent pins) | | Confirming physical condition (no visible defects) | Wiring altered, cables cut, connectors modified | **Deduction Examples:** - Installed then removed → assessed at used component value; deduction for inability to sell as new - Installation caused bent or damaged pins/connectors → full deduction if component is no longer usable - Anti-static packaging opened and discarded → minor packaging deduction --- ### Category C: Mechanical and Structural Parts *Includes: aluminum extrusion frames, linear rails, lead screws, belts, pulleys, bearings, mounting brackets, couplers* | Reasonable Inspection (No Deduction) | Use Beyond Inspection (Deduction Applies) | | --- | --- | | Unpacking for visual inspection | Installed and showing mounting marks (screw holes used, surface scratches from assembly) | | Checking dimensions, surface finish, and compatibility | Grease or lubricant applied (contamination prevents resale) | | Comparing against product listing photos | Cut, bent, or trimmed to fit | **Deduction Examples:** - Installed then removed with visible mounting marks → deduction based on used-part resale value - Belt cut to a specific length → full deduction (cannot be resold) - Rails scratched from bearing wear → assessed at used-condition value --- ### Category D: Extruder and Hotend Components *Includes: extruder assemblies, hotend kits, heat breaks, heater blocks, thermistors, silicone socks, heat sinks* | Reasonable Inspection (No Deduction) | Use Beyond Inspection (Deduction Applies) | | --- | --- | | Unpacking for visual inspection | Any signs of heating (discoloration, melted thermal paste, residue) | | Checking part compatibility and dimensions | Filament residue inside the hotend or heat break | | | Installed in a printer (connector wear, mounting marks) | | | Thermal paste or thermal compound applied | **Deduction Examples:** - Heated even once → typically assessed as non-resalable (thermal components cannot be reliably sold as "new" after heating); deduction may be up to 100% - Filament residue inside → full deduction, unless it can be professionally cleaned > **Why hotend component deductions are higher:** Once a thermal component has been heated, its condition cannot be verified to meet new-product standards. Thermal cycling affects material properties, and residue contamination is often invisible. This is similar to not expecting to return a light bulb that has already been used. --- ### Category E: Consumables and Wear Parts *Includes: nozzles, build plates/stickers, PTFE tubes, extruder gears, activated carbon filters, glue sticks, filament/print materials* | Reasonable Inspection (No Deduction) | Use Beyond Inspection (Deduction Applies) | | --- | --- | | Visual inspection of sealed packaging | Individual sealed packaging opened | | Confirming the item matches the order description | Any signs of use (filament loaded, nozzle installed, build plate used for printing) | **Deduction Examples:** - Seal intact → full refund (minus return shipping) - Opened but clearly unused → minor packaging deduction - Any signs of use → full deduction (consumables cannot be resold after use) - Filament seal broken → full deduction (moisture exposure cannot be verified) --- ### General Rules Applicable to All Categories - **Missing accessories or parts** (any category): Deducted item by item at the **current retail price** listed in our store. - **Original packaging missing or damaged** (any category): A reasonable repackaging fee is deducted. If the product cannot be repackaged for resale, the deduction reflects the reduced resale value. - **Product returned in non-resalable condition** (extensive use, significant damage, or modifications rendering the product unsalable as new or refurbished): The deduction may equal the full value of the product, in accordance with applicable law. ### Evidence We Use To ensure a fair and transparent assessment, we rely on: - **Pre-shipment Records:** Before shipping, we photograph every product from multiple angles, record package weight, and document QC test results. These records establish the product's condition at the time of shipment. - **Your Unboxing Video:** Your unboxing video (see [Shipping Policy Section 8](shipping-policy.md)) establishes the product's condition upon receipt. In claims involving shipping damage or missing items, the unboxing video and our pre-shipment records together form a complete chain of evidence. - **Return Inspection Records:** Upon receiving a return, we photograph the product, weigh the package, and document any discrepancies compared to our pre-shipment records. These records are available to you upon request. > **When Evidence Conflicts:** If you report an item as missing or damaged but cannot provide an unboxing video, and our pre-shipment records (photos, verified packing list, recorded weight) indicate the item was included and intact at the time of shipment, we may reasonably rely on our pre-shipment evidence to evaluate the claim. This is why we strongly recommend all customers record an unboxing video — it protects both parties. --- ## 6. Refund Details - **Refund Method:** - *EU/EEA/UK withdrawal and defective items:* Refund to the **original payment method**. - *US voluntary returns (non-defective):* We may, at our discretion, offer a refund to the original payment method **or** store credit. If you prefer a specific refund method, please indicate this when initiating your return. - **Processing Time:** Once a refund is approved, please allow **7–14 business days** for the refund to appear in your account, depending on your payment provider or bank. EU/EEA/UK withdrawal refunds are issued within the statutory 14-day period. - **Shipping Costs:** - *EU/EEA/UK withdrawal:* Standard shipping costs are refunded. Supplementary shipping costs (e.g., you chose express delivery when a standard delivery option was available) are not refunded. - *Other voluntary returns:* Original shipping costs are not refunded. - *Defective/incorrect items (all regions):* Full shipping costs refunded (both original and return shipping). - **Return Shipping Costs and Duties:** | Cost Item | EU Withdrawal | US / Other Voluntary Returns | Defective / Incorrect Items | | ---- | ---- | ---- | ---- | | Return shipping | Buyer bears | Buyer bears | We bear | | Return duties / customs fees | Buyer bears | Buyer bears | Buyer bears (government fees) | | Original standard shipping | Refunded | Not refunded | Refunded | | Original expedited shipping | Not refunded | Not refunded | Not refunded | | Original order import duties | Not refunded (apply to customs for a refund) | Not refunded | Not refunded | - **Diminished Value Deductions:** Deductions (if any) are applied per the assessment criteria in Section 5 above. You will receive a detailed written notification before the refund is finalized, including photo evidence and the calculation method. You may dispute the assessment by providing your own evidence within **14 days** of receiving the notification. --- ## 7. Order Cancellation - **Before Shipment:** You may cancel your order at any time before shipment for a full refund. Please contact our support team or use the cancellation option in your account dashboard. - **After Shipment:** Once the order has entered the shipping process, it cannot be cancelled. You will need to receive the item and then initiate a return or exercise your Right of Withdrawal (EU/EEA/UK). - **Partial Shipments:** If your order has been partially shipped, unshipped items may still be eligible for cancellation. Please contact our support team for assistance. --- ## 8. Return Fraud Prevention We are committed to providing a fair return experience for all customers. To protect our business and the interests of honest customers, we employ the following measures: - **Product Identity Verification:** We photograph every product before shipment and compare returned items against these records. Returns that do not match the originally shipped product (different product, condition inconsistent with expectations, components swapped) will be flagged and may be rejected. - **Return Pattern Monitoring:** We track return frequency, timing, and reasons across customer accounts. Accounts exhibiting patterns consistent with return abuse (e.g., abnormally high return rates, repeated "defective" claims contradicted by inspection results, returning items different from those ordered) may be subject to additional verification requirements. - **Account Restrictions:** In cases of confirmed or repeated return fraud or abuse of our policies, we reserve the right to restrict or suspend customer accounts, decline future orders, and/or limit available payment methods. - **Right to Pursue Remedies:** In cases of deliberate fraud, we reserve the right to pursue all available legal remedies, including but not limited to reporting to relevant authorities and recovering losses through legal proceedings. --- ## 9. Data Protection Personal data collected during the return and refund process (such as name, address, order details, and communication records) is processed on the basis of contract performance (GDPR Article 6(1)(b)) and legal obligation (GDPR Article 6(1)(c)). Return and refund records are retained for the period required by applicable tax and accounting laws. For full details on how we handle your personal data, please refer to our Privacy Policy. --- ## Contact Us If you have any questions about our Returns & Refund Policy, please contact our customer service team. We are here to help and will do our best to resolve your concerns promptly.