Snapmaker’s Warranty/Refund/Repair Policy – Snapmaker

Updated: 2023/07/19

1. Refund Policy

Pending order - Before the order is shipped

You can cancel the order and request a refund at any time before the order has shipped.

Please don't open a chargeback, otherwise, the bank will charge you a handling fee. This will also prolong the refund process.

If you would like to request a refund, please click on the link below to fill out the form. Our customer service team will respond to your request within 5 business days upon receiving the application.

https://snapmaker.formcrafts.com/return-refund

Be aware that if the order has been forwarded to the freight forwarder, even though if it is not showing as shipped, it may not be possible to cancel and stop the parcel from going out.

Once the refund process is completed on our side, you will receive the refund via the payment method you initially used (Credit card, PayPal, etc.). Be aware that money transfers can take up to 14 business days.

Fulfilled order - After the order is received

Please don't open a chargeback, otherwise, the bank will charge you a handling fee. This will also prolong the refund process.

We hope you love what you've ordered! But just in case you're not 100% satisfied, we've made the return process super easy.

We are happy to accept your request for return service in any of the following circumstances:

Within 14 calendar days of receiving a product that is confirmed by our technical support team to have critical failures, manufacturing defects, or any functionality issues.
Within 14 calendar days of receiving a product that has sustained substantial damage in transit, provided that the damage proof issued by the carrier can be provided to Snapmaker.
Within 14 calendar days of receiving a product that is unopened, unactivated, and is still in its new condition.

The restocking fee will be charged in three cases, which typically costs 10% of the retail price. If you return a product based on a reported issue, the product will be inspected before the refund is processed. and the rest will be refunded after the product inspection.

If the returned product is confirmed to have no such issue as reported after all appropriate tests are conducted by Snapmaker, Snapmaker will charge the shipping fee for each returned item. The shipping fee will be deducted from the total refund amount.

Shipped goods have to be returned to our warehouses/designated places before we proceed with the refund.

In the event that a customer requests a return, it is important to note that any damage caused during the transportation process due to improper packaging will be the responsibility of the customer. We highly recommend customers to retain the original packaging box and packaging materials whenever possible. This will help ensure the safety and protection of the product during transportation.

We will deduct related costs for any missing parts, such as accessories, cables, or filaments, from the total refund amount. In the event that a package is damaged during the return process due to improper packaging by the user, the damaged portion will need to be compensated by the user based on the actual value of the goods.

You should bear all the shipping charges caused if you request to return a non-defective item within 14 calendar days of receiving the product.

Unfortunately, Snapmaker will not provide return service under any of the following circumstances:

The return request is beyond 14 calendar days of receiving a product.
The received product does not include accessories, cables, filaments, manuals, or any items which are not new or in like-new condition, i.e. with cracks, dents, or scratches.
Snapmaker identifies, through evaluation and testing, that the defect(s) or malfunction (s) are caused by the user's error, such as dropping to the ground, supplying wrong voltages, water damage, etc. Then if you request the non-defective products to be shipped back to you, the shipping cost is supported by you.
The product is found to have no defects after all appropriate tests are conducted by Snapmaker.
The purchase receipt, invoice, or other relevant paperwork is not provided or is reasonably believed to have been forged or tampered with.
Proof of damage during the transit issued by the carrier can not be provided.

2. Warranty Policy

Snapmaker grants a limited warranty on the major modules of the Snapmaker 3D Printers (“Product”) purchased from Snapmaker or a Distributor authorized by Snapmaker according to the terms and conditions stated below.
The warranty starts from the date of delivery to an end-customer for the first time, as evidenced by the original customer’s purchase invoice. Only the original purchaser is entitled to claim a warranty.

Note: Parts that are replaced under the warranty also fall under their original warranty duration and do not restart.

Model	Components	Warranty Period
Laser Engraver and Cutter
Snapmaker Ray	20W Laser Module 40W Laser Module Machine Body Enclosure Consumable parts excluded: Laser lens protector Laser safety goggles Laser safety shield Tool box Air tubes and air tube connectors Laser engraving and cutting platform	2-year warranty for customers from the EU countries 1-year warranty for customers from the Non-EU countries
Printer
Artisan	Integrated Controller Dual Extrusion 3D Printing Module (Hot End excluded) 10W Laser Module（Laser protection lenses excluded） 200W CNC Module Linear Module Quick-swap Toolheads and Work Platforms (PEI Glass Plate and CNC Carving and Cutting Platform excluded) Enclosure for Snapmaker Artisan	2-year warranty for customers from the EU countries 1-year warranty for customers from the Non-EU countries
J1/J1s	Consumable parts excluded: Left and Right Hot Ends Double-sided PEI Glass Plate Enclosure Doors and Panels Top Panel Filament Guide Tubes Filament Holders Nozzle Wiper Wiping Pad Rubber Plug Toolbox All Accessories and Tools in the Toolbox
Snapmaker 2.0 including: A150/A250/A350 A250T/A350T F250/F350 A250/A350 Bundle A250T/A350T Bundle	Controller Heated Bed (Printing Sheet Excluded) Single Extrusion 3D Printing Module (Hot End excluded) 1600mW Laser Module (F250/F350 excluded) 50W CNC Module (F250/F350 excluded) Linear Module Touchscreen Power Module Converter Enclosure for Snapmaker 2.0
Snapmaker Original	Controller Heated Bed Printing Module (Hot End excluded) Laser Module CNC Module Linear Module Touchscreen Power Adapter
Add-Ons
For Snapmaker 2.0	Enclosure for Snapmaker 2.0 Snapmaker 2.0 Rotary Module Emergency Stop Button Air Purifier (Filter Cartridge excluded) CAN Hub 10W Laser Module（Laser protection lenses excluded） Quick Swap Kit	2-year warranty for customers from the EU countries 1-year warranty for customers from the Non-EU countries
For Snapmaker 2.0/ Artisan	20W Laser Module 40W Laser Module Consumable parts excluded: Laser lens protector Laser safety goggles Laser safety shield Tool box Air tubes and air tube connectors
For J1/J1s	Snapmaker J1 Print Cooling Fan Upgrade Kit
For Snapmaker Original	Enclosure for Snapmaker Original Z-Axis Extension Module for Snapmaker Original 1600mW laser module for Snapmaker Original

How to Obtain Warranty Service

Any request on the basis of this warranty must be made to Snapmaker or the Snapmaker Distributors from whom the product was originally purchased, even if this is not in the customer’s present country of residence. Follow the below procedure to claim a warranty:

Please submit the warranty request and the official purchase invoice through the Apply for A Request button below for troubleshooting.

https://snapmaker.formcrafts.com/support-ticket

The claim will be confirmed in 5 business days.
If the claim is justified, Snapmaker will rectify the defects free of charge according to this warranty. If the defect cannot be repaired, Snapmaker will, within the warranty period, replace the Warranted Part free of charge with an identical part, or, if the Warranted Part is no longer manufactured, by a similar replacement of the same value or offer an appropriate refund.

If the Product was originally purchased from an authorized Snapmaker Distributor, the Snapmaker Distributor deals with this warranty on behalf of Snapmaker. If you need technical support or warranty service, please contact the Snapmaker distributor you purchased from.

***The warranty does not include shipping costs and taxes incurred for shipping defective Warranted Parts for scrutiny and/or repair, nor for shipping costs and taxes of replacement or repaired Warranted Parts back to the claimant.***

3. Repair Policy

This warranty does not apply to and therefore not cover

Any other parts except for the Warranted Parts;
Any defect or damage caused by failure to follow instructions in the Quick Start Guides and online manuals, including but not limited to inappropriate, incorrect, or improper use, installation, maintenance, operation, and cleaning;
Any defect or damage caused by an accident, including but not limited to natural calamities such as fire hazards, and human causes such as falling off, collision, and soaking in water;
Any defect or damage caused by the use of third-party materials, accessories or software, etc.;
Normal wear and tear.

The following actions will void this warranty

Any modification made to any hardware or firmware of the product;
Abuse, misuse, or improper storage of the Product;
Use the Product for any illegal purposes;
Serviced by distributors other than Snapmaker or an authorized Snapmaker distributor;
Use non-supported, unapproved, or improper filament or materials with the Product;
Disassemble or repair without authorization by Snapmaker or the Distributor.

4. Contact Us

For product issues, please refer to our support website's FAQ page for information.

https://support.snapmaker.com/hc/en-us

If you are still unable to find a solution, please fill out the following form according to your requirements. Our technical support team will process your request within 5 business days upon receiving the form.

https://snapmaker.formcrafts.com/shipping-issues