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3D Store Warranty and Return Policy


Sometimes products need to be returned due to faults or other reasons. Please read the below information regarding our returns policy.

Your Rights under the Australian Consumer Law - Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a
replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Items purchased online must be returned by mail at your own expense providing the general returns conditions above are met. Please contact our Customer Service Team on (07) 5522 0619 to obtain an RA (Return Authority).

 

All Returns lodged through mail must have an RA number or the packages will be refused and returned to sender. Returns may take up to 14 working days to process.

 

We recommend sending your returns with tracking so you can see when it has been delivered. CNC3D is not responsible for lost packages.

 

If a refund is issued, it will be credited back to the same payment method that was used during checkout. Please note CNC3D will not refund the original delivery fee unless products are determined to be faulty under the Australian Consumer Law.

 

Refunds and returns

At CNC3D Pty Ltd, we're committed to excellence – in our products, our customer service, and our support. Our warranty and returns policy reflect this commitment. It outlines your rights and our responsibilities, keeping in line with Australian Consumer Law, and ensures you can buy and use our products with confidence.

We stand by the high quality and workmanship of every component on our CNC machines, assuring our customers that each part will be free from workmanship inconsistencies under typical usage throughout the warranty period stated.

If a fault occurs within the warranty period as listed below, we'll arrange for the component to be repaired or replaced, as necessary.

Change of Mind:

Due to the complex nature of our products, we do not accept returns or provide refunds for a change of mind.

We encourage you to ensure our products meet your needs before completing your purchase.

We have an excellent support team ready to assist with any queries or concerns you may have prior to purchase. If you need more detailed information or guidance, do not hesitate to reach out. Our aim is to ensure you are fully informed and confident in your purchase decision.

Self-Assembled Kits:

It is important to acknowledge that assembling a CNC kit requires some basic knowledge, competence, and careful handling. This hands-on approach, while greatly rewarding, also places responsibility on the assembler to follow provided guidelines and take appropriate care during assembly.

With this in mind, please consider the following points regarding refund requests and warranty coverage for our CNC kits:

Responsibility for Assembly:

The process of assembly is integral to the CNC kit experience, providing unique learning opportunities. However, as this process is conducted by the customer, CNC3D cannot bear responsibility for issues arising from assembly errors or misuse of the kit.

Change of Mind:

If you decide after purchase that assembling a CNC kit isn't right for you, please note that our refund policy classifies this as a "change of mind". In line with Australian Consumer Law, we do not provide refunds for changes of mind.

Assembly Difficulty:

Our kits are designed with clear, detailed instructions to facilitate an enjoyable assembly experience. However, the assembly process can be complex and requires time, patience, and a certain level of technical skill. Requests for refunds due to perceived assembly difficulty will not be considered, as the nature of the product is clearly stated before purchase.

Potential Damage from Misuse or Poor Assembly:

Any damage resulting from misuse of the kit, or from assembly errors, will not be covered under warranty. We encourage you to take your time during assembly and to reach out to our support team if you encounter any issues or difficulties.

Faults and Defects:

While we do everything possible to ensure all parts of your kit are free from defects and faults at the point of dispatch, we cannot be held responsible for issues that arise during or as a result of the assembly process.

 

We believe in the quality of our products and strive to provide exceptional customer service. We encourage you to reach out to our dedicated support team if you have any concerns or questions during the assembly process. We are here to assist you and to ensure your CNC3D experience is positive and rewarding.

Variable Frequency Drives (VFDs)

Due to their intricacy, we offer limited support for the configuration and setup of any VFD. Remember, as per Australian Law, all work involving 240V power must be carried out by a licensed Electrician.

Interfering with the settings of your VFD without the appropriate knowledge and experience could potentially lead to devastating outcomes, including the physical explosion of the device due to incorrect configuration prior to activation. Any changes made to your VFD without a licensed electrician may void your warranty

CNC3D firmly adheres to Australian Law, which mandates that all 240V electrical tasks be undertaken by a licensed Electrician. Therefore, we are not able to provide advice or recommendations regarding the VFD's settings or any modifications made to them.

CNC3D Machine Re-Seller Warranties:

CNC3D do not supply extrusions, rails, ball screws, transmission parts, spindles, VFD's, power supplies or cabling to resellers. This is to their preference - as such CNC3D does not offer any warranty directly to customers who purchased from a re-seller. Instead, we facilitate an indemnity-backed warranty method, whereby customers may seek warranty coverage directly from the reseller of the product.

 

CNC3D shall not be responsible for any warranty claims or disputes arising between customers and the reseller.

Partial Orders:

For orders shipped in multiple parts, including shipments originating from both our local factory in Australia and our partner factory, the following conditions apply:

Partial order refunds will only be processed upon the return of the order items in their original condition and packaging

 

Customers are responsible for covering the shipping and handling costs associated with returning partial order items. The only exception to this is if the partial order is deemed lost in transit by the freight carrier. Please see our shipping terms for more information on the "lost" items process.

 

Refunds for partial orders will be issued only after the returned items have been received and inspected by our team to ensure compliance with our return policy.

 

We reserve the right to refuse refunds or returns for partial orders if the returned items do not meet our return policy criteria or if there is evidence of misuse, damage, or tampering.

 

Refunds for partial orders will be processed based on the value of the returned items, excluding any shipping or handling fees.

 

Customers are encouraged to review our return and refund policy in its entirety before placing an order to ensure understanding of their rights and responsibilities.

Delayed delivery of items:

Please be advised that CNC3D will not issue any refunds for minor delays in delivery for your items. We understand the frustration that may arise from delayed deliveries, but it's important to note that delays during the shipping process are beyond our control.

 

CNC3D is committed to providing timely and efficient service, but we cannot guarantee delivery times due to various factors such as weather conditions, customs clearance, or other unforeseen circumstances that may affect transit times.

CNC3D cannot be held responsible for any delays that occur during the shipping process as we have no authority over any delays or handling complications that may arise with freight companies once the items leave our factories. However, we will do our best to assist and support you in resolving any shipping-related issues.

Fully Assembled Machines and Custom Orders/Price Quotes:

Our fully assembled machines are meticulously crafted to your order. Given their bespoke nature, these machines are classified as "custom orders" and accordingly, we do not offer refunds on such item.

 

We stand by the quality of our workmanship. However, in the unlikely event of a major failure, we will, in accordance with Australian Consumer Law, endeavor to replace or repair the item as promptly as possible. If we are unable to replace or repair the item to a suitable state, we may offer a refund. The determination of a "major failure" is at our discretion and will be evaluated on a case-by-case basis.

 

We uphold all relevant warranties on the individual components of our CNC machines. This covers the functionality of the components under normal use during the warranty period. We will either replace or repair a component if it is faulty or not up to standard, in accordance with the specific warranty's terms and conditions.

 

Custom orders and price quotes are not eligible for refunds.

Product Sourcing and Branding

 

In our pursuit of providing the best quality, we source components from multiple reliable manufacturers. While this approach allows us to maintain our high standards, it's crucial to understand that the branding of parts and their visual representation on our website may vary.

This could mean the brand name on a component might differ from the one shown in product images or expected by the customer. However, the functionality and quality of the component remain the same.

The images displayed on our product listings are illustrative. While we strive to keep these images as accurate as possible, due to our diverse sourcing practices, the actual product you receive may differ slightly in appearance from what is shown on our website. This difference does not reflect a variation in quality, but rather the diverse sources we use to maintain our high-quality standards

If you have questions or concerns about a specific product or component, we encourage you to reach out to us before making a purchase. We believe in full transparency and are always willing to provide the information you need to make an informed decision.

Ownership and Payments

While our terms are designed to ensure fairness for both parties involved, it is important to understand these terms fully to ensure a smooth purchase and ownership experience. We expand on these terms as follows:

 

Title of Goods:

The ownership or title of any product sold by CNC3D remains with us until full payment has been received. This includes, but is not limited to, all of our CNC machines, kits, and components. The title transfer process is completed only when the full amount stipulated in the invoice has been paid. If you are making installment payments, you must understand that ownership only transfers upon receipt of the final payment.

Non-refundable Deposits:

We ask for deposits to secure your order and begin the process of assembling or customizing your CNC machine or price quote. Because we often start incurring costs and using resources shortly after an order is placed, all deposits are non-refundable. This helps us cover costs that we incur in the initial stages of order processing, such as securing components, setting up assembly schedules, and reserving delivery slots.

Completion of Transactions:

We appreciate prompt payment for the goods you purchase. Delays in completing transactions might lead to postponements in delivery or other inconveniences. If you are experiencing any issues with making payments, please reach out to us so we can assist you or work on a mutually beneficial arrangement.

Cancellation:

If an order is cancelled after a deposit has been placed but before the full payment is made, the deposit will not be refunded due to the costs that we have already incurred as part of the order process. This applies even if the cancellation is due to a change in circumstances or mind on the part of the buyer.

Price Matching

We pride ourselves on the quality of our products and services, which we believe are competitively priced. Consequently, We do not offer a price matching service.

 

Our prices are not subject to comparison with other brands or competitors. This policy is due to our commitment to delivering quality and service, not just a product.

We offer full transparency in our pricing. The price quoted at the time of purchase is final. If you happen to find a lower price elsewhere, after purchasing from us, we will not match or refund the difference.

Gift Vouchers

eGift Vouchers are valid for 3 years from date of purchase and cannot be redeemed or replaced after this date.

CNC3D Pty Ltd is not responsible for lost / stolen vouchers, and is not responsible for replacing a voucher that has been lost / stolen.

eGift Vouchers are strictly non-refundable and cannot be exchanged for cash.

eGift Vouchers are not valid with any other offer and / or special at CNC3D Pty Ltd.

This voucher can be used for ONLINE purchases only.

We are here to support you and ensure your satisfaction with our products.

If you have any questions or concerns, please reach out on (07) 5522 0619 or email us at solutions@cnc3d.com.au

Warranty Periods

We offer a standard 12 month warranty on all products in our range with the following exceptions:

VFD'S

All VFD's have a 6 month warranty.

Invertek VFD warranties and repairs will be handled with Invertek directly. CNC3D do not keep any stock on hand of the Invertek Drives. You can contact Invertek at 1300 183 702 for support.

**Please note: If you do not have experience setting up VFD's, we do not recommend changing any settings yourself and to seek advice from your licensed electrician that is installing your VFD for you.

 

Failing to configure your VFD correctly may result in catastrophic events occurring such as the VFD physically exploding if settings are not configured correctly prior to powering on any VFD - this may void your warranty!

Spindles

All Spindles have a 6 month warranty. However, shaft bearings are not covered under warranty as they are deemed consumable.

Router Trimmer

Router trimmers purchased with a YouCarve are covered by a 6-month warranty. However, brushes are excluded from warranty as they are considered a consumable item.

Consumables

 The following consumable items have no warranties associated.

  • End mills & router bits**

  • Collets

  • Bristle strips

  • Oramask

  • Bearings - sold individually or as part of an existing assembly

  • V-wheels and Mini V-wheels.

  • Bearing blocks and profile rails

  • Plasma consumables including ceramic cups, electrodes and nozzles

  • Spindle shaft bearings

  • YouCarve router trimmer brushes

**Please note: Any suggestions or recommendations provided for feeds and speeds regarding the use of our endmills are of a general nature and may not encompass all potential machining conditions; any damage or breakage incurred to end mills during operation is not covered under our warranty.

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