Ultimaker S5Pkg Box locking clip

Returns & Refunds

If you have ordered the wrong product or changed your mind, we offer a 30 day return policy.

If you have received the wrong product or if there is a discrepancy with your order, please contact us within 48 hours of receiving the delivery.

Return Terms and Conditions

If you have ordered the wrong product or changed your mind, to be eligible for a return your item must be complete, unused and in the same condition that you received it. It must also be in the original packaging with no damage and suitable for re-sale as new. The value of our cost of shipping charges on the initial purchase delivery is non refundable. If you have not been charged a shipping fee for the order, the refund less the actual Add labs shipping cost will still apply.

To initiate a return, we require a receipt or proof of purchase. A “Return Authorization” number must be issued by Add labs prior to the return of any goods. Goods returned are to be referenced by this number, or they will not be accepted.

Returning items after 30 days is not permitted as your purchase is final and no returns will be accepted.

Accepted returns are to be sent to Add labs or the Distributor (if applicable) as advised by Add labs with freight to be prepaid by the customer. All returns must include trackable shipping and shipping insurance. We cannot guarantee that we will receive your returned item or that your item will arrive without damage.

Refunds (if applicable):

Once your returned item(s) is received and checked, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. Where the refund is approved, your refund will be processed, and a refund will automatically be applied to your credit card or original method of payment, within 14 days.

We abide Australian Consumer Guarantee Rights and Laws:

More Consumer Rights and Information can be viewed here.

Non-returnable items:

Samples, gift cards and software are non-returnable items.

Return Process:

If the manufacturer determines that the goods are faulty, please contact us at sales@addlabs.au.  A Return Authority (RA) will be issued, and the goods should be shipped back in accordance with the "Return of Goods" section.  Items identified as having a major fault within 14 days of receipt may qualify for a full refund.

Please label the carton with the RA number and please email us at sales@addlab.au with a tracking number to ensure we are aware of the return.

Manufacturer's Warranty:

The majority of items are accompanied by a 12-month manufacturer's warranty, subject to applicable terms and conditions.

Operators:

Operators (end-users) are required to possess a foundational understanding of or demonstrate a willingness to learn about the operation of these machines. This encompasses knowledge of computers, mechanical operations, software, materials, and other relevant aspects pertinent to the selected machine.

Expectations: 

Manufacturers anticipate that operators will assemble and maintain their machines, including the replacement of parts such as consumables, electronics, and other components.  Operators are also expected to become proficient in the requisite software and firmware to operate the machine effectively.  It is imperative to contact the manufacturer with any issues to ascertain whether the item is faulty.

Maintenance:

Regular maintenance is essential for these machines, with intervals varying based on specific requirements.  Operators are responsible for performing maintenance themselves or securing the services of a qualified technician.  Neglecting maintenance may result in damage and void the manufacturer's warranty.

Guarantee under Australian Consumer Law (ACL): 

Operators are entitled to consumer guarantees as outlined by the Australian Consumer Law (ACL).  In instances where an item exhibits a major fault, operators are entitled to request a replacement or refund.  For minor faults, the item may be repaired using new or used parts, or it may be replaced.  Please refer to the "Return of Goods" section for additional information.

Initial Inspection:

Upon receipt of the item, please conduct a thorough inspection and document any damage to the parcel.  If you suspect the item has sustained damage during transit, contact us immediately.  During the unpacking and assembly process, consult the manufacturer's instructions and reach out to them if any issues arise.  Problems caused by incorrect assembly may not be covered under the manufacturer's warranty.

Slicers and Software: 

Most manufacturers utilize open-source or community-based slicers and software. Operators are expected to attain proficiency in this software.  ncorrect profile selection or software modifications by the operator can result in machine damage and may not be covered by the warranty.  Additionally, using third-party files (3MF, STL, G-Code, etc.) can cause issues that may not be covered.  Firmware updates are customary; however, improperly applied firmware can "brick" a machine, which may not be covered under warranty.  SD card corruption can also occur, and third-party or customer firmware may not be covered.

Consumable Items: 

Consumables include, but are not limited to, hotends, thermistors, nozzles, fans, belts, wheels, drivers, mainboards, SD cards, AMS (Automatic Material System), PTFE tubes, FEP, PEI, LCD screens, lasers, beds, vats, sensors, and materials.  These parts generally have a 3-month manufacturer warranty.

End of Life (EOL):

Given the rapid advancements in technology, machines are expected to have a lifespan of up to 2 years before reaching EOL.  Parts may become unavailable after 2 years from the product's release date.

Materials:

Material consistency can vary between manufacturers and batches.  Operators are expected to test materials and adjust profiles accordingly.  Failure to use the correct profile may result in faults that are not covered by the warranty.
"Wet Materials" do occur, though not that often.
Please note "wet filament", may not be considered warrant-able as drying materials is part of the printing process.

Satisfaction: 

If you are dissatisfied with any item received from us, you may be entitled to return it in accordance with the "Return of Goods" section.