Refund & Warranty

Thank you for your purchase. We hope you are happy with your purchase. However, if you are not completely satisfied with your purchase for any reason, ELEGOO provides a straightforward warranty that is processed in the most hassle-free way possible. Please refer to the warranty policy below, as warranty periods and warranty rules differ according to the models and parts list.

Warranty Timeline


Warranty Policy

1. Warranty timeline

 

Models

Parts List

Warranty Period

3D Printing Related Products

Neptune 2/2D/2S/X/3/3 Pro/3 Plus/3 Max/4/4 Pro/4 Plus/4 Max

Main Parts of the Machine (nozzle and build plate sheet Excluded)

12 Months

Mars/Mars Pro/Mars C

LCD Screen

3 Months

Other Main Parts of the Machine (FEP&Tools Excluded)

12 Months

Mars 2/2 Pro/3/3 Pro/4/4 MAX/4 Ultra/

Saturn/Saturn S/Saturn 2/Saturn 8K/3/3 Ultra

LCD Screen

6 Months

Other Main Parts of the Machine (FEP&Tools Excluded)

12 Months

Mars 4 DLP

Main Parts of the Machine (FEP&Tools Excluded)

12 Months

Jupiter

LCD Screen

3 Months

Other Main Parts of the Machine (FEP&Tools Excluded)

12 Months

Jupiter SE

LCD Screen

6 Months

Other Main Parts of the Machine (FEP&Tools Excluded)

12 Months

Mercury
Mercury Plus V1.0/V2.0
Mercury X/XS Bundle

Main Parts of the Machine (Tools Excluded)

12 Months

PHECDA LASER
ENGRAVER &
CUTTER-
10w/20W

Main Parts

PCB, Motor, Laser head, Power Adapter

12 Months

Other Parts①

Fans

6 Months

Other Parts②

Synchronous belt, motor connection line, laser connection line

3 Months

Consumables and
Other attached

Power cord, USB cable, Engraving Material (filter cartridge, wood board, stainless steel sheet, leather, etc.), user manual, packaging, tools (hexagonal wrench, open-end wrench), etc.

No warranty

Arduino Kits, Robot Kits & Component Kits

All

All

12 Months

Pre-owned Products

All

All

No warranty

Accessories (For individual purchases)

LCD Screen:
Mars/Jupiter

Resin leakage, scratch-resistant film damage, human damage, collision damage are not included in the warranty.

3 Months

LCD Screen:
Mars 2/2 Pro/3/3 Pro/4/4 Ultra/4 Max/

Saturn /S/2/8K/3/3 Ultra/Jupiter SE

Resin leakage, scratch-resistant film damage, human damage, collision damage are not included in the warranty.

6 Months

Air Purifier:
Mini/USB/Mars Mate

Consumables (activated carbon) are not warranted, as well as human damage, disassembly is not covered by the warranty.

12 Months

Build Plate

Damage caused by scratches, drops or bumps is not covered by the warranty.

6 Months

Release Film:

FEP/PFA/ACF

Release film is a consumable product without warranty

No warranty

Resin Tank

Installation tools and screws are not warranted

6 Months

Washing Bucket:

Mercury Plus V1.0/ V2.0

Mercury X/XS Bundle

No warranty for damage caused by man / misuse (e.g. resin curing inside the bucket).

6 Months

3D Stainless Steel Funnel

3D Stainless Steel Funnel is a consumable product without warranty

No warranty

Nozzle Kit:
Neptune 3 Pro/3 Plus/3 Max

Entire Nozzle Kit

6 Months

Nozzle Kit:
Neptune 4/4 Pro/4 Plus/4 Max

Entire Nozzle Kit

No warranty

Dual-Gear Direct Extruder Kit:
Neptune 3 Pro/3 Plus/3 Max /4/4 Pro /4 Plus/4 Max

Entire Dual-Gear Direct Extruder Kit

6 Months

STM 32-bit Silent Motherboard:
Neptune 3 Pro/3 Plus/3 Max

Motherboard

12 Months

PEI Magnetic Platform Kit:

Neptune 3 Pro/3 Plus/3 Max

PEI Magnetic Platform Kit is a consumable product without warranty

No warranty

Brass Nozzle:

Neptune 3 Pro/3 Plus/3 Max/4/4 Pro/4 Plus/4 Max

Brass Nozzle is a consumable product without warranty

No warranty

Cooling Fan Kit:Neptune 3 Pro/3 Plus/3 Max

Including 4010/4015 Blower Fan and 6010 Axial Flow Fan

6 Months

PTFE Tube:
Neptune 3 Pro/3 Plus/3 Max

PTFE Tube is a consumable product without warranty

No warranty

Enclosure

All

12 Months

Rotary Attachment:
PHECDA Laser Engraver

All

12 Months

10W/20W Air Assist:

PHECDA Laser Engraver

All

12 Months

Enclosure:

PHECDA Laser Engraver

All

12 Months

Honeycomb Panel:
PHECDA Laser Engraver

Honeycomb Panel is a consumable product without warranty

No warranty

Raisers:

PHECDA Laser Engraver

All

12 Months

Composite Filter:

PHECDA Laser Engraver

Composite Filter is a consumable product without warranty

No warranty

10W/20W Laser Module:

PHECDA Laser Engraver

 

All

12 Months

Window Mirror:

PHECDA Laser Engraver

Window Mirror is a consumable product without warranty

No warranty

20W Adapter:

PHECDA Laser Engraver

All

12 Months

Warranty Rules for Laser Head and Tube

2. Warranty Rules for Laser Head and Tube

A. Laser Head WarrantyRules:
    The rate of laser power drop is related to the frequency of use, working hours, and working environment.

B. Laser Tube Warranty Rules:
    a). If the laser tube is found to be damaged during the first unpacking inspection, after-sales warranty service can be provided normally;
    b). During the warranty period, if the laser tube cannot emit light normally, but no obvious appearance defects are found, after-sales warranty services can be provided normally;
    c). During the warranty period, if the laser tube has any appearance cracks (including but not limited to cracks caused by improper handling or cracks caused by freezing temperatures), after-sales warranty services can't be provided normally.

Warranty Forfeiture

3. Warranty Forfeiture

The following Conditions Are Not Covered Under Warranty:

A. Products without sufficient proof of purchase
B. Lost or stolen products
C. Items that have expired their warranty period
D. Non-quality-related issues (after 30 days of purchase)
E. Free products
F. Repairs through 3rd parties
G. Damage from outside sources
H. Damage from misuse of products (including, but not limited to: falls, extreme temperatures, water, and operating devices improperly)
I. Purchases from illegitimate resourcesor second-handed parties
J. Normal discoloration, wear, or consumption during product use.

Refund For Unwanted Items

Return & Refund Policy

1. For Unwanted Items

*This clause does not apply to Pre-owned & Refurbished items.

If the Elegoo product that you purchased does not meet your satisfaction but was not confirmed defective by certified Elegoo technicians, we call such product as “unwanted product”. You may return the unwanted product to Elegoo for a full refund within 14 days or replacement within 30 days of the delivery date unless otherwise specified in the products’ listing on our website, on the receipt, or packing slip. You are responsible for the shipping fees. Beyond the end of those 14 days, refunds for unwanted products are not available, and beyond 30 days, refunds and exchanges for unwanted products are not available.

Unwanted Issue
  Items Responsibility of Return Shipping Charges
Refund Exchange
Within 14 Days Customer
Within 30 Days × Customer
Within Warranty × × ×

Important: To avoid any delay or denial of processing your refund and exchange request, please verify that your returning product satisfies all of our following inspection criteria. The product for refund and exchange must be:

A. In new and unused condition (Free from damages of any type, including, but not limited to dents, scratches, cracks, abuse, and defacement);

B. Complete with all parts & accessories included and all original tags and labels attached;
For your own benefit, we recommend that you use a traceable carrier that can provide you with the delivery confirmation to ship your Product for refund back to the location instructed in the RMA authorization. Elegoo shall not be responsible for any loss or damage to the returning product caused in transit.
The returning product will be thoroughly inspected by Elegoo when received and a decision will be made whether the inspection criteria are met. If your returning product fails to satisfy the inspection criteria and has been shipped to Elegoo, your non-conforming product for refund or exchange will be rejected or subject to a restocking fee of up to 15% at Elegoo’s sole discretion.
After the 14-day refund/30-day exchange window has expired, your only recourse regarding the products is through our warranty.

Refund For Quality-Related Items

2. For Quality-Related Item

*This clause does not apply to Pre-owned & Refurbished items.

A. Product is defective when you receive it, within 14 days of delivery, you can return defective items to Elegoo and get a full refund or replacement, and Elegoo is responsible for return shipping charges. Or you can ask Elegoo to repair defective items, and Elegoo is responsible for repair fees.

B. Beyond the 14days but within warranty, a full refund and replacement are not available, but repair is acceptable. Elegoo is responsible for repair fees.

C. Out of warranty, Elegoo will provide free technical support, if the parts need to be replaced, the customer is responsible for the repair fees, which means the customer needs to purchase the parts and bear the freight.

Quality-Related Issue

 

Items

Responsibility of Fees

Refund

Replace

Repair

Return Shipping Charges

Repair Fees

Within 14 Days

Elegoo

Elegoo

Within Warranty

×

×

×

Elegoo

Out of Warranty

×

×

×

Customer

 

Important: To avoid any delay or denial of processing your refund and replacement request, please verify that the returning product must be with all parts & accessories included and all original tags and labels attached and in the original box (generic boxes will be rejected).

Process After Returning Product

3. Process After Returning Product

After receiving your return and inspecting the condition of your item, we will process your return. Please allow at least 7 days from the receipt of your item to process your return. We will notify you by email when your return has been processed and move to the next warranty process, refund you the payment via Paypal, or send a new replacement to you.

Contact Us

Contact Us

Regarding product issues, please don't hesitate to contact us at the customer service channels below to acquire technical support, refund or exchange.

  1. For 3D printer technical support: 3dp@elegoo.com
  2. For laser engraver technical support: lec@elegoo.com
  3. For order issues, unwanted item refunds, or returns: info@elegoo.com
  4. For STEM kits, robots technical support: service@elegoo.com

When contacting our customer service team, the buyer must provide sufficient proof of purchase (the order number from online purchases made through ELEGOO, Amazon, or other ELEGOO's authorized resellers), tell us which product you purchased, and describe the problem as clearly as possible through text, images or short videos. This will help our team to process your inquiries and help you solve the problems more efficiently.

ELEGOO Refund & Warranty