Return policy | CNC3D | Gold Coast

CNC3D 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 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.

Change-of-mind returns must be sent back by mail at your own expense.

If an item is faulty, contact us first and we'll arrange the return with you.

To obtain a Return Authority (RA) number, email our Customer Service Team at solutions@cnc3d.com.au with:

Your order number
A copy of your proof of purchase: your receipt or your order confirmation email
The reason for the return

Proof of purchase is required for every return and warranty claim. We cannot issue an RA number or process a refund without it. It also confirms the item was bought from CNC3D directly. Products bought through a reseller are covered by the reseller's warranty (see CNC3D Machine Re-Seller Warranties below).

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.

We don't usually accept change-of-mind returns. If we approve one, a fixed 10% restocking fee applies, calculated on the item price.

NOTE: Warranty does not cover damage resulting from misuse of the machine, user error, programming mistakes, software faults, or any issues not classified as manufacturing defects. Such damages are the sole responsibility of the customer and are not eligible for warranty claims or returns.

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.

For change-of-mind refunds and cancellations, the refunded amount excludes the payment processing fee from your original payment, which our payment provider keeps when we issue a refund. This is deducted at cost, in addition to any restocking fee. It never applies to refunds for faulty items or where you're entitled to a refund under the Australian Consumer Law.

It is crucial that you provide an accurate shipping address when placing an order.

Any items delivered to an incorrect address due to incorrect information provided at checkout will not qualify for replacement or refund. If the parcel is returned to us instead, you can choose to have it resent or refunded (see Failed, Missed, Delayed or Returned Deliveries on our Shipping page).

Change of Mind:

We don't offer change-of-mind refunds as a standard policy because of the complex nature of our products. If you're unsure whether something suits your needs, please reach out to our support team before ordering - that's what we're here for.

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.

Exceptions may be granted at CNC3D's discretion, and only for items that meet all of the conditions below. If we approve a change-of-mind return, the 10% restocking fee and the payment processing fee are deducted from your refund, and original shipping and return shipping costs are not refunded. This doesn't affect your rights under the Australian Consumer Law if an item is faulty.

How the fee works:

The fee is 10% of the price you paid for the item, per returned item, and is deducted from your refund
It is calculated on the item price only. Shipping charges are never included in the calculation
Original shipping and return shipping are separate from the restocking fee and are not refunded
Return shipping is at your expense. We recommend a tracked service, as CNC3D is not responsible for lost packages

For example, if you return an item that cost $200 (paid by card), the restocking fee is $20 and the processing fee is about $4.40, so your refund would be about $175.60. The restocking fee covers receiving, inspecting and restocking the item.

We'll only consider a change-of-mind return if all of the following apply:

You request a Return Authority (RA) number within 30 days of delivery
The item is unused, uninstalled, undamaged and in fully resellable condition, with any factory seals intact
It is returned in its original packaging with all components, accessories and documentation
Proof of purchase is provided: a copy of your receipt or your order confirmation email
The RA number has been issued before the item is sent

Change of mind covers any return that is not the result of a fault. This includes ordering the wrong item or size, ordering more than you needed, deciding you no longer want the item, or finding it cheaper elsewhere.

The following are not eligible for change-of-mind returns:

Fully assembled machines, custom orders and price-quoted orders
Cut-to-order items, including bristle strip and cables. Please ensure you order the correct length before purchasing
Custom-length or custom-ordered parts, such as profile rails, ball screws and bearing blocks shipped from our partner factory
Deposits and eGift vouchers
Items that have been used, installed, wired, powered up or modified
Kits opened or unopened (see Self-Assembled Kits below)

If returned items are found to be missing components (this includes original packaging), damaged, or not in a resellable condition, CNC3D reserves the right to:

Reject the return and return the item(s) to the customer at the customer's expense, or
Approve the return with a further deduction on top of the 10% restocking fee, reflecting the condition of the goods

The condition of returned items will be assessed upon receipt. Any further deduction will be calculated based on the condition of the returned goods and may result in an adjustment to any refund amount previously advised or approved.

The restocking fee does not apply to faulty items. If a product has a manufacturing fault or fails to meet a consumer guarantee under the Australian Consumer Law, no restocking fee applies and your remedy is handled under the warranty terms below and your statutory rights.

Self-Assembled Kits:

Our CNC kits are designed to be built by you (the customer). The instructions are detailed, but assembly takes time, patience and basic mechanical skill - that's part of the value, and the $ savings come from you doing the build.

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, our refund policy classifies this as a change of mind. Australian Consumer Law does not require refunds for change of mind, and CNC kits are not eligible for change-of-mind returns, opened or unopened.

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. Most of our kits have a Build Difficulty Rating of ★★★★☆

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 cannot and will not set up your VFD for you, our support for them is extremely limited.

For any warranty claim on a VFD, you MUST provide the tax invoice and certificate of compliance (or your state's equivalent electrical safety certificate) from the licensed electrician who installed it, so we can contact them about the issue. Without this paperwork, your VFD warranty is void. This doesn't limit your rights under the Australian Consumer Law.

CNC3D Machine Re-Seller Warranties:

CNC3D doesn't supply extrusions, rails, ball screws, transmission parts, spindles, VFDs, power supplies or cabling to resellers, as resellers source these themselves. For this reason, CNC3D doesn't offer its warranty to customers who bought from a reseller. If you bought from a reseller, make any warranty, return or refund claim with the reseller, as they're responsible for the products they sell you.

CNC3D isn't involved in warranty claims or disputes between customers and resellers. This doesn't limit any rights you may have under the Australian Consumer Law.

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. Where the partial return is a change of mind, the 10% restocking fee is deducted from the value of the returned items.

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.

It is crucial that you provide an accurate shipping address when placing an order. Any items that are delayed due to incorrect information provided at checkout will not qualify for replacement or refund.

Fully Assembled Machines and Custom Orders/Price Quotes:

Our fully assembled machines are built to order, so they're treated as custom orders, along with other custom and price-quoted orders.

We don't accept change-of-mind returns or refunds on custom orders. Once we've started building, cutting or ordering parts for your order, it can't be cancelled unless we agree otherwise (see our Payment Terms).

We stand by the quality of our workmanship. Like all our products, custom orders come with guarantees that cannot be excluded under the Australian Consumer Law. If your machine has a fault, contact us with your order number and photos or video of the issue. We'll assess your claim and work through it with you.

Minor fault: we'll repair it or replace the faulty component, usually under the component warranties below. If we can't fix it within a reasonable time, you can choose a refund or a replacement.
Major failure: you can choose a refund or a replacement. Under the Australian Consumer Law, a major failure includes a machine that is unsafe, is significantly different from its description, or has a problem that would have stopped a reasonable customer from buying it if they'd known about it.

Damage caused by incorrect use, assembly errors, machine crashes, programming mistakes or modifications isn't covered (see Warranty and Returns Policy Exclusions below).

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've paid a deposit, ownership only transfers once the balance has been paid in full.

Non-refundable Deposits:

Machine orders over $4000 can be paid in two parts: a 50% deposit when you order, and the remaining 50% when your machine is ready.
As soon as your deposit is paid, we order the materials and parts for your machine and book in the labour to build it. These costs are committed straight away, and most can't be recovered if the order is cancelled. For this reason, the 50% deposit is non-refundable if you cancel your order for any reason that isn't our fault, including a change of mind or a change in circumstances. This is fixed and not negotiable.

The deposit is only refunded if:

- we cancel your order or can't supply your machine

-your machine has a major failure, or you're otherwise entitled to a refund under the Australian Consumer Law

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.

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

Making a warranty claim: email solutions@cnc3d.com.au with your order number, a copy of your proof of purchase (your receipt or your order confirmation email) and a description of the fault, with photos or video where possible.

We'll issue an RA number if the item needs to come back to us. No restocking fee applies to warranty or fault returns.

Warranty claim costs:

If an item needs to come back to us, package it securely and email us its packed dimensions and weight. We'll email you a prepaid return label, and we'll cover the cost of sending the repaired or replacement item back to you. Please don't send items back using your own postage, as we can't reimburse it. If we find the item isn't faulty, or the damage is excluded under this policy, we may charge you for the return label and for sending the item back to you. Our warranty is in addition to your other rights and remedies under the Australian Consumer Law

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 items are consumables. They wear out with normal use, so they aren't covered by our

12-month warranty:

End mills & router bits**
Collets
Bristle strips
Oramask
Profile rails & Bearing blocks
Bearings - sold individually or as part of an existing assembly
V-wheels and Mini V-wheels.
Plasma consumables including ceramic cups, electrodes and nozzles
Spindle shaft bearings
YouCarve router trimmer brushes

Consumables are not covered for wear, chipping, breakage, rust, corrosion or damage that happens during use or after installation, including from incorrect feeds, speeds, setup or handling, lack of cleaning or lubrication, or contamination. We'll only consider a claim where an item has a manufacturing defect from the factory, so check your consumables when they arrive and report any defect before use or installation, with your order number and photos. This doesn't limit your rights under the Australian Consumer Law.

Warranty and Returns Policy Exclusions:

CNC3D's warranty does not cover damage resulting from misuse of the machine, user error, programming mistakes, software faults, or any issues not classified as manufacturing defects. Such damages are the sole responsibility of the customer and are not eligible for warranty claims or returns.

**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.

Anchor 1

Shipping Facts

Returns & Warranty

Payment Terms

Privacy Policy

Terms of use

Contact Us