# Warranty Policy **Last Updated: April 25, 2026** We stand behind the quality of our products. This policy outlines the **Legal Guarantee** rights that apply to consumers by law in certain jurisdictions, as well as the **Commercial Warranty** we offer for products purchased from our official online store. > **Important:** All warranty and guarantee claims require proof of purchase (order confirmation or invoice). This policy applies only to products purchased directly from our official store or authorized resellers. --- ## 1. Your Legal Guarantee Rights (EU / EEA / UK) ### EU / EEA — Legal Guarantee of Conformity Under EU Directive (EU) 2019/771 (Sale of Goods Directive), consumers in the European Union and European Economic Area are entitled to a minimum **2-year Legal Guarantee of Conformity** from the date of delivery. Under this Legal Guarantee: - We are liable for any **lack of conformity** that exists at the time of delivery and becomes apparent within **2 years** of delivery. - **Remedies:** You are entitled to **repair or replacement** of the goods. If repair or replacement is impossible or not completed within a reasonable time, you are entitled to a **price reduction** or **refund**. ### United Kingdom — Consumer Rights Act 2015 UK consumers have statutory rights under the Consumer Rights Act 2015, including the right to repair, replacement, or refund for defective goods. ### Your Statutory Rights Are Not Affected The Commercial Warranty is in addition to your statutory rights. --- ## 2. Commercial Warranty (All Customers) In addition to any applicable Legal Guarantee, we provide the following Commercial Warranty against Manufacturing Defects and material failures under normal use. ### Commercial Warranty Periods by Product Category The Commercial Warranty period begins on the date of **product delivery** and applies to the original purchaser only. Different product categories carry different warranty periods, reflecting their expected lifespan and nature. #### Category A: 3D Printer Kits & Major Assemblies — 12 Months | Product | Commercial Warranty | | --- | --- | | Complete 3D Printer Kits | 12 Months | | Printhead Assemblies | 12 Months | | AMS / Multi-Color Systems | 12 Months | | Enclosures | 12 Months | #### Category B: Electronic Components — 12 Months | Product | Commercial Warranty | | --- | --- | | Mainboards / Control Boards | 12 Months | | Power Supplies | 12 Months | | Stepper Motors | 12 Months | | Displays / Touchscreens | 12 Months | #### Category C: Mechanical & Structural Parts — 12 Months | Product | Commercial Warranty | | --- | --- | | Aluminum Extrusion Frames | 12 Months | | Linear Rails & Carriages | 12 Months | | Lead Screws & Couplers | 12 Months | | Mounting Brackets | 12 Months | #### Category D: Extruder & Hotend Components — 3 Months The following components carry a shorter Commercial Warranty due to their high thermal stress and high usage nature: | Product | Commercial Warranty | | --- | --- | | Extruder Assemblies (excluding gears) | 3 Months | | Thermistors / Temperature Sensors | 3 Months | | Fans & Cooling Assemblies | 3 Months | | Wiring Harnesses & Ribbon Cables | 3 Months | | Filament Sensors, Endstops & Other Sensors | 3 Months | | MicroSD Cards | 3 Months | #### Category E: Consumables & Wear Parts — No Commercial Warranty The following items are **consumable** by nature and are not covered under the Commercial Warranty, unless defective on arrival (Dead on Arrival / DOA): | Product | Commercial Warranty | | --- | --- | | Nozzles | DOA Only | | Build Plates / Stickers | DOA Only | | PTFE Tubes & Fittings | DOA Only | | Extruder Gears | DOA Only | | Activated Carbon Filters | DOA Only | | Glue Sticks & Adhesives | DOA Only | | Belts, Pulleys & Bearings | DOA Only | | Filament & Printing Materials | DOA Only | | Chips / Electronic Components | DOA Only | If a consumable item arrives defective, please contact us within **14 days** of delivery with supporting evidence (photos; and unboxing video, if applicable). #### Category F: Complimentary Items / Free Samples — No Commercial Warranty Free samples and complimentary items included with orders are not covered by the Commercial Warranty or return policy. Complimentary items are provided free of charge and do not form part of the purchase contract. **EU Special Note:** The EU Legal Guarantee covers **Manufacturing Defects** only (i.e., material defects or workmanship defects that existed at the time of delivery) and does not cover normal wear and tear (see Section 3). For defects appearing between 1–2 years, the consumer bears the burden of proving that the defect existed at the time of delivery (Directive 2019/771 Art. 11). --- ## 3. Exclusions Neither the Commercial Warranty nor the Legal Guarantee covers damage or issues caused by the following. To help you understand how we assess claims, we provide specific examples for each exclusion category. ### Misuse or Abuse Damage caused by using the product beyond its documented specifications or failing to follow assembly and operating instructions. Examples include but are not limited to: - Operating the printer on an unstable surface, causing mechanical misalignment - Using voltage or power supply specifications outside the documented range - Forcing components during assembly (e.g., over-tightening screws, bending connectors) - Neglecting documented maintenance procedures (e.g., never lubricating linear rails as instructed) - Running continuously beyond the recommended duty cycle without cooling ### Unauthorized Modifications Any alterations, modifications, or repairs not performed or authorized by us. Examples include: - Physically modifying the frame, wiring, or electronic components - Replacing components with third-party parts not sold or approved by us - Opening sealed units (e.g., opening mainboard enclosures, modifying power supplies) ### Firmware & Software Our products are designed to be compatible with mainstream open-source firmware (e.g., Klipper, Marlin, etc.), and some products ship with adapted reference firmware configurations. The warranty covers **Manufacturing Defects in the hardware itself**. The following are not hardware defects and are not covered under warranty: - Issues during firmware compilation, configuration, or flashing - Compatibility issues between firmware and specific hardware configurations - Functional limitations or known issues in open-source firmware - Device anomalies caused by firmware updates (e.g., failure to boot) > We provide hardware documentation, pin definitions, and reference firmware configurations to help you get started. For advanced firmware customization and debugging, we recommend seeking support through the relevant open-source communities — where the most active developers and richest experience sharing can be found. ### Accidental Damage Drops, impacts, liquid ingress, fire, power surges (including lightning and grid fluctuations), or other accidents. ### Normal Wear and Tear Gradual degradation of parts expected during normal use. The following are considered wear items and are **not** defects: - **Nozzle orifice enlargement from normal use** — gradual widening of the nozzle bore under high-temperature friction is a normal physical phenomenon - **Natural degradation of hotend / heater cartridge performance** — reduced heating efficiency from prolonged high-temperature use is expected wear - **Build plate surface coating / sheet wear** — decreased adhesion from repeated printing is normal use wear - **Extruder gear / drive wheel wear** — tooth wear from continuous filament feeding friction is expected - **Belt / pulley tension loss** — belt slackening from prolonged operation is normal mechanical fatigue - **Linear rail / carriage wear** — sliding surface wear from reciprocating motion is expected - **Increased fan bearing noise** — bearing wear and increased noise from prolonged operation is normal aging - **Thermistor resistance drift** — measurement accuracy deviation from prolonged high-temperature exposure is expected - **Cable / connector aging** — performance degradation from bending and repeated insertion/removal is normal use wear ### Environmental Factors Damage caused by improper storage or operating conditions, including extreme temperatures (below 0°C or above 40°C during operation), excessive humidity (above 85% RH), exposure of electronic components to direct sunlight, corrosive environments, or excessive dust accumulation. ### Third-Party Components Issues caused by the use of incompatible third-party parts, accessories, consumables, or software. Specifically: - Filament that does not meet the diameter tolerance specified in our documentation (e.g., 1.75mm ± 0.03mm) - Third-party nozzles, hotends, or extruder components that cause clogs or damage - Third-party software or slicer profiles that send commands exceeding the printer's operating parameters ### Cosmetic Damage Scratches, dents, or surface marks that do not affect product functionality. ### Removed or Tampered Identification Products with missing, damaged, or tampered identification labels or markings. Our pre-shipment records (see [Shipping Policy](shipping-policy.md), Section 3) document the condition and appearance of each product at the time of dispatch. ### Safe Handling **If your equipment exhibits any of the following danger signs, disconnect power immediately and contact us:** - Smoke or unusual odor - Abnormal noises (not normal printing sounds) - Loose or detached parts - Overheating (beyond normal operating temperature) - Abnormal vibration **Further damage resulting from failure to disconnect power immediately is not covered under warranty.** Please contact our customer support team after disconnecting power. Do not attempt to disassemble or repair the unit yourself. --- ## 4. Warranty Process **Step 1: Submit a Claim** Submit a warranty claim via shop@fysetc.com with the following information: - Order number and proof of purchase - Product serial number (if applicable) - Detailed description of the issue - Clear photo / video evidence (showing the defect and overall condition of the item) - Diagnostic logs (if the product supports log export) **Step 2: Review (2 Business Days)** We will review your claim and respond with the outcome within 2 business days. We may ask you to perform additional troubleshooting steps, run specific diagnostics, or provide further logs or photos to accurately identify the root cause. **Step 3: Resolution** - **Low-value items (<$30):** Confirmed via photo/video → direct replacement or refund (no return required) - **High-value items (≥$30):** Warranty eligibility confirmed → buyer ships item back → we verify → repair/replace/refund → standard shipping reimbursed **Step 4: Return Requirements (High-Value Items)** - Items must be returned within **14 days** of receiving confirmation, with the RMA number marked on the outside of the package - Please use original packaging or equivalent protective packaging; shipping damage caused by inadequate packaging is not covered under warranty - Failure to return within 14 days will be deemed as withdrawal of the warranty claim **Step 5: Verification & Processing** - We will complete verification within **5 business days** of receiving the item - Repair, replacement, or refund will be completed within **7 business days** after verification - If verification fails (non-quality issue), we will notify the buyer and request shipping cost payment before returning the item ### Remedy Hierarchy Repair (component replacement) is the primary remedy. Refund is available only when repair and replacement have been attempted and have failed or are not feasible. ### Technical Support Scope | We Provide | Community Resources | | --- | --- | | Hardware fault diagnosis & troubleshooting | Firmware compilation & custom configuration | | Product assembly guidance (kit products) | Slicer software setup & optimization | | Hardware specifications & pin definitions | G-code writing & debugging | | Basic flashing assistance for reference firmware | Third-party firmware adaptation & debugging | | Replacement part dispatch & installation guidance | 3D modeling & design | Our products are designed for Makers with hands-on experience. Before purchasing, please ensure you are familiar with the relevant firmware and tools, or are willing to learn through open-source communities. --- ## 5. Warranty Shipping & Duties ### EU Region | Cost Item | Manufacturing Defect (Covered) | Non-Quality Issue (Not Covered) | | --- | --- | --- | | Return Shipping (Buyer → Us) | We cover standard shipping (reimbursed after verification) | Buyer pays | | Outbound Shipping (Us → Buyer) | We cover standard shipping | Buyer pays | | Duties / Import Tax / Customs Fees | Buyer pays (government-imposed charges) | Buyer pays | ### US Region | Cost Item | Manufacturing Defect (Covered) | Non-Quality Issue (Not Covered) | | --- | --- | --- | | Return Shipping (Buyer → Us) | We cover standard shipping (reimbursed after verification) | Buyer pays | | Outbound Shipping (Us → Buyer) | We cover standard shipping | Buyer pays | | Duties / Import Tax / Customs Fees | Buyer pays | Buyer pays | ### No-Return Policy for Low-Value Items Warranty claims for items valued under **$30** do not require the item to be returned. Simply provide clear photo/video evidence; once reviewed and confirmed, a direct replacement or refund will be issued. --- ## 6. Warranty on Replaced or Repaired Products The Commercial Warranty for replacement parts and units covers the **remainder of the original Commercial Warranty period** or **90 days** from the date of replacement, whichever is longer. --- ## 7. Limitation of Liability - Our total liability under the Commercial Warranty shall not exceed the **original purchase price** of the product. - To the maximum extent permitted by applicable law, we shall **not be liable** for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, loss of data, loss of use, or cost of procuring substitute goods. - **Mandatory consumer rights are not affected:** Nothing in this section limits or excludes: (a) liability for death or personal injury caused by negligence; (b) liability for fraud or fraudulent misrepresentation; (c) any rights or remedies that cannot be excluded or limited under applicable mandatory consumer protection laws (including the EU Legal Guarantee of Conformity and the UK Consumer Rights Act 2015). --- ## 8. Data Protection Personal data collected during warranty and guarantee claims (name, address, order details, product information, communication records, and diagnostic data) is processed on the basis of contract performance (GDPR Article 6(1)(b)) and legal obligation (GDPR Article 6(1)(c)). Warranty records are retained for the duration of the applicable warranty/guarantee period plus any legally required retention period. For full details, please refer to our Privacy Policy. --- ## 9. Policy Updates We reserve the right to update or modify the Commercial Warranty terms at any time. Changes will be published on our website and the "Last Updated" date will be revised accordingly. Changes apply only to products purchased after the effective date of the updated policy. --- ## Contact Us If you have questions about this Warranty Policy, your Legal Guarantee rights, or need to submit a claim, please contact our customer support team. We are committed to resolving your concerns fairly and promptly.