May 27th, 2021

NOTE: CNC Shape reserves the right to modify, change, and update this policy at any time without notice.

About CNC Shape

CNC Shape is the #1 3D printer, parts, and materials supplier in Canada. We provide our customers with services related to both professional and entry level 3D printers including maintenance, supplies and training. No matter if you are a business or an individual hobbyist, we cater to all needs. As a part of our services, we offer our clients a wide variety of printing hardware, components, and materials including: resins, ABS, Nylon, PLA, and fibre reinforced plastics.

CNC Shape’s goal is to ensure all customers are 100% satisfied with their purchases.

CNC Shape Return Policy

CNC Shape is proud to offer industry leading customer service and warranty services to all its customers.

Scope

This policy applies to all normally stocked goods available in-store and our online portal ONLY.

Special order items such as 3D prints, custom filament, etc. are non-refundable. Special order items may include items: 1) not listed on CNC Shape’s website or 2) that are listed CNC Shape’s website and indicate special order only. 

NOTE: All items purchased via Purchase Order are non-refundable.

All shipping costs are non-refundable including orders shipped under free shipping promotions.

Printers
All printers purchased from CNC Shape can be returned within 14 days of purchase for refund. Items must be in new condition with original packaging and accessories. We will not accept returns of products missing the serial number or UPC. 

All returned printers are inspected prior to issuing a refund. Any printers found to have been used, with missing or damaged components will be subjected to a minimum 25% restocking fee.

All costs of returning the printer to CNC Shape is the responsibility of the customer.

Printer Components
All printers components purchased from CNC Shape can be returned within 45 days of purchase for refund. Items must be in new condition with original packaging with accessories components. We will not accept returns of products missing the serial number or UPC. 

All returned components are inspected prior to issuing a refund. Any components found used will not be refunded. All costs of returning the component to CNC Shape is the responsibility of the customer.

Consumables
3D Printing consumables and materials such as resins, FDM plastics, nozzles can be returned unopened within 15 days for in-store credit only.

Defective consumables may be returned to CNC Shape for refund or store credit within 30 days. CNC Shape tests and validates all returned materials as part of our Continuous Quality Improvement program. Tests may include printing small test prints which will consume some of the material returned. Materials found to be defective will be refunded in full.

If returned materials are not found to be defective, a refund will not be issued and the filament will be returned to the customer. Costs of returning the filament to the customer is the responsibility of the customer.

NOTE: CNC Shape does not accept returns of any products sold by other vendors including but limited to any online retailer (Amazon, Bang Good, etc.), printers purchased directly from the manufacturer, or any other retailer.

CNC Shape Warranty
For all 3D printers purchased after May 9th, 2021.

CNC Shape warranties all components (parts) purchased from CNC Shape for the first 14 days from the date of purchase. After the 14-day CNC Shape warranty period, products are warrantied by any applicable manufacturer warranty policies. It is the responsibility of the purchaser to verify and understand the manufacturer’s warranty policies before initiating any warranty claims.

To provide our customers with the best 3D printer pricing available, CNC Shape offers a limited 3D printer warranty.

CNC Shape offers all clients an out-of-the-box, 7 day warranty. Meaning, if you have any issues with your newly purchased 3D printer within 7 days of receiving it, we will make sure to, not only support you, but replace any components which are found to be faulty at our cost. During the Christmas season this is extended until the end of the first week of January.

After the standard out-of-the-box 3D printer warranty we offer two options for your convenience.

Option 1) Self-Service Manufacturers Warranty
– Warranty provided by the manufacturer.
– Replacement parts provided by the manufacturer.
– Shipping costs are the responsibility of the customer.
– Phone support is not provided.
– Labour costs are the responsibility of the customer.

or for a nominal fee:

Option 2) CNC Shape After-sales Service Warranty
– Warranty provided by CNC Shape.
– Straight exchange parts warranty for the first 3 months.
– Limited phone support provided.
– Shipping costs are the responsibility of the customer.
– Labour costs are the responsibility of the customer.

Free support is always available via our blog

Some products sold directly by CNC Shape are warrantied under a manufacturer’s warranty program and may be eligible for repair by CNC Shape.

NOTE: Under NO circumstances will any damage caused as a result of, but not limited to: user error, print settings, printer profile, bad material, firmware modification, or mechanical damage be warrantied by CNC Shape or manufacturer’s warranty.

CNC Shape does not warranty any products sold by other vendors including but limited to any online retailer (Amazon, Bang Good, etc.), printers purchased directly from the manufacturer, or any other retailer. However, CNC Shape may be able to offer paid repair service of printers or components sold by others. Contact customer service for more details. 

CNC Shape Extended Support Plan

Some products sold by CNC Shape are offered with an exclusive CNC Shape Extended Support Plan. This plan enables you to access our professional support team for after-sales service and support. The cost of the support plan is based on the value of the printer and calculated at checkout.

With or without a support plan, purchasing 3D printers from CNC Shape always comes with access to our free public support forum and direct manufacturer warranty.

Repairs

Which items can be repaired?

If your item appears to be defective more than 30 days after purchase, it might be eligible for the repair service. If your item is eligible for repair, you’ll be offered this as an option after contacting CNC Shape customer service. You’ll be able to send or drop off the item directly to CNC Shape for repair.

Note: It’s very important that you back up any files and remove any sensitive information before sending an item for repair. CNC Shape may not be able to repair your device and may have to replace components including components that may have information stored on them. You may also want to erase your saved personal information from the item.

In order to repair and return your item to you, CNC Shape will need your contact and order details.

How long will the repair take?

When you send or drop off your item for repair, you’ll receive a confirmation email once they receive it. The item will be inspected and the issue will be diagnosed. If the defect is covered by the manufacturer’s warranty, the item will be repaired per the manufacturer’s policy.

We strive to make repairs within 14 business days (including delivery time), but sometimes could take slightly longer depending on availability of technicians and parts.

How much will the repair cost?

Depending on the manufacturer, you may be required to pay for shipping to CNC Shape for repair and the cost of returning the repaired printer back to you.

Also depending on the manufacturer and its warranty policy, the cost of the repair itself may be free of charge.

NOTE: The vast majority of Chinese vendors do not reimburse the cost of repairs but will replace components. In these cases, CNC Shape will charge you for the repair time at our billable rate.

If the problem isn’t covered by the manufacturer’s warranty, or if the warranty has been voided (for example if the item has been damaged in any way), you’ll be contacted by the repairer with a repair estimate. You can decide whether to ask the repairer to proceed with the repair at an additional cost, you can choose to have the item returned to you with a shipping charge.

What is the repair status of my item?

You can check the status of your repair by following the instructions in the repair confirmation email you receive, once one business day has passed since the creation of your label.

Methods of Support

CNC Shape offers several methods to support you.

Free Support Forum

All customers of CNC Shape gain access to our 24 hour support forum at: COMING SOON 

Email Ticket Based Support System

Customers who pay for CNC Shape Extended Support Plan at time of purchase will be provided access to one-on-one email support with our 3D printing technical experts within the agreed time frame of the support plan

Customers without an Extended Support Plan can still access our world class technical support team for a fee on a per incident basis.

In-Store Technician Fees

All fees shown do not include shipping or taxes.

Billable Tech Time

$125/hour, minimum 30 minute fee for diagnosis.

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