1. Go to the "Online Repair Request" page on the 3DMart official website: "Online Repair Request".
2. Fill out the simple repair form. After the engineer's system receives it, they will contact you as soon as possible within one business day.
3. To speed up the engineer's assessment and processing, please include the following information in the repair request form and you can upload files directly:
a. The product you purchased
b. Product model
c. Upload photos and describe the problem in detail (detailed description, photos, or videos)
II. Remote Troubleshooting
If the engineer determines that the problem can be resolved remotely, the engineer will do their best to assist you with the operation and resolution, eliminating the need to return the product to the 3DMart HK office.
III. Bring the product for repair to the repair location1. If the problem cannot be resolved remotely, please deliver the malfunctioning machine in person to 3DMart Hong Kong Limited or arrange for a courier to deliver it to the company.
1. The repaired product will be processed with professional equipment approved by the original manufacturer and inspected by an engineer according to the case schedule.
2. After inspection by the engineer, if the product is still within the warranty period, general failures not caused by human error will be repaired free of charge (replacement of normal wear and tear consumables is extra); if the machine failure is caused by human error (e.g., self-disassembly of the machine, use of inappropriate materials, placement in an inappropriate location, shipping damage from non-original packaging, etc.), parts fees will be charged according to the damaged part. If the warranty period has expired, the engineer will provide a separate quote depending on the situation.
After the repair is completed, we will contact you to pick up the product, or assist you in arranging for it to be shipped back to your designated address (shipping fees at your own expense). Please test the product within seven days of repair completion to protect your rights.
Others, On-site InspectionAll products within the warranty period include free pickup and delivery, as well as free inspection and repair services; if additional on-site inspection is required, an engineer's service fee starting from HKD 5000 will be charged each time. As repair equipment and parts are located at the Taipei headquarters, on-site service only provides machine inspection. For areas outside Taiwan's main island, part replacement and other fees will be calculated separately and are subject to the engineer's on-site assessment.
※Remark: 3DMart reserves the right to make final changes to the content.
To ensure stable equipment operation and protect customer rights, our company provides after-sales warranty service for the 3D printing equipment we sell and represent. The core premise of the service is "normal use, non-human damage":
1. Certified Objects: The warranty only applies to equipment sold by 3DMart HK with a valid body serial number (SN) and proof of purchase.
2. Parts Scope: The warranty does not include vulnerable parts, free gifts, or consumables (such as nozzles, belts, build plates, release film, etc.).
3. Technical Assessment: The type of fault must be determined by the 3DMart HK technical team. If unauthorized disassembly, modification, or non-official repair records are found, the warranty will be immediately terminated.
4. Remote Priority: After-sales service prioritizes diagnosis via official Business WhatsApp videos and photos. For simple issues, parts can be sent to shorten equipment downtime.
(Applicable brands: Bambu Lab, Ultimaker, Prusa, Formlabs, Phrozen, Snapmaker, Flux)
| Category | Covered Parts List | Warranty Period |
|---|---|---|
| Main Components | Auxiliary parts cooling fan, chamber temperature regulating fan, MC main board fan, front cover, X-axis carbon fiber rod assembly, heated bed signal cable, USB-C cable, front glass door, heated bed sensor kit, front door mounting kit, extruder motor, XY motor / Z-axis motor, TH board FPC cable, TH control board, extruder connector board, AC power board, high-resolution screen, glass cover, AMS filament buffer, chamber camera, XY belt, Z-axis belt, screen connection cable, AP main board, MC main board, WiFi antenna, LED light, heated bed assembly, parts cooling fan, left/right/rear side panels, chamber heater assembly, front housing assembly, support feet, filament cutter rod, hotend cooling fan | 12 months |
| Electronic Sensors | Touch screen, various sensors (thermistor/leveling/filament runout detection) | 6 months |
| Optical Components | SLA LCD panel (e.g., Phrozen), Flux laser tube | 3 months |
| Vulnerable Consumables | FDM: Complete hotend assembly and all its individual parts (nozzle, heating block, cooling fan, ceramic heater, thermistor, and silicone sock), extruder assembly | No warranty |
| Category Item | Specific Parts Content |
|---|---|
| Printing and Adhesion | Print plate, spare print plate, print plate glue stick / print plate liquid glue |
| Tubing Connectors | PTFE tubing and PTFE tubing connectors |
| AMS Related | AMS lite filament funnel unit, AMS lite spool claw |
| Cleaning and Filtration | Filament cutter rod, Bambu scraper, filament scraper, Bambu activated carbon air filter, AMS desiccant, air filter, air pump filter, fume extractor air filter, nozzle clog remover, Bambu filament |
| Tools and Platforms | Bambu materials, 45° fine-tip blade, laser platform and cutting platform, etc. |
| SLA Consumables | Release film (FEP/ACF), resin tank, build plate, filter screen |
Any of the following conditions will not be covered by the free warranty:
1. Exceeded Warranty Period: The warranty period provided by our company has been exceeded.
2. Wear and Tear/Appearance: Scratches, discoloration, natural wear of the print head, or reduced print bed adhesion under normal use.
3. Improper Operation: Failure to operate according to the instructions, modification of original G-code, damaged STL/STEP files, improper slicing settings, or damage caused by human impact.
4. Modification Risk: Unauthorized alteration of hardware structure, use of non-original parts, flashing non-official firmware, or use of non-original consumables.
5. Environmental Impact: Damage caused by unstable voltage (power surges), lightning, moisture, excessive environmental dust, or poor heat dissipation leading to burnout.
6. Logistics Damage: Collision or drop damage during transportation not handled by a logistics company designated by our company.
7. Force Majeure: Damage caused by external factors such as natural disasters, fire, earthquakes, etc.
∙ Receipt (new product defect): If determined to be a non-human defect, 3DMart HK will send parts to the customer for replacement.
∙ General Warranty Period (including Ultimaker, Formlabs, Phrozen, Flux, etc. (normal damage)): Parts and repair fees are free.
∙ Within General Warranty Period for Bambu Lab (normal damage): Parts and repair fees are free. The customer is responsible for shipping costs, and 3DMart HK is responsible for arranging logistics for pickup and delivery.
∙ Outside Warranty Period / Human Damage: Inspection fees and parts fees will be charged. Round-trip shipping costs are borne by the customer.
1. Reporting: Please send the SN serial number, photos of the fault, and operation videos to 3DMart HK's official Business WhatsApp or client@3dmart.com.hk.
2. Diagnosis: The technical department will contact you within 3-4 business days and conduct a preliminary fault assessment.
3. Replacement/Return: Based on the diagnostic results, arrangements will be made for parts delivery (including wiki instructions) or instructions to return the equipment to the repair center.
※Remark: 3DMart HK reserves the right to make final changes to the content.