Return and Exchange, Warranty
Policy for Return, Exchange and Maintenance of Software
If you change your mind after purchasing software, you have 24 hours to request an order cancellation. Once the software activation code is sent to you via email, the order cannot be cancelled, returned, exchanged nor refunded.
Some software do not require the user to pay an annual maintenance fee, but some software require the user to pay an annual maintenance fee to keep the software up-to-date. Please refer to the individual product page for details.
Policy for Return, Exchange and Warranty of Hardware
For hardware, our policy lasts 30 days from the date you receiving the products.
Exchange (if product is dead on arrival)
To be eligible for an exchange, your item should be tested and found defective within 30 days of on-site receipt. It should also be in the original packaging. We will replace the defective item with a new unit and pay for the shipping costs for product exchange.
To initiate an exchange, please send us an email at hello@3dwonders.shop and we will provide you with a shipping label.
Return
To be eligible for a return, your item should be unused and in the same condition that you received it. It should also be in the original packaging. An invoice or proof of purchase is required for each return.
Please do not send your purchase back to the manufacturer.
For product returns, you will need to cover the shipping costs for returning the item. If 30 days have gone by since you received the item, unfortunately we cannot offer you a refund or exchange.
Please email us at hello@3dwonders.shop to start the return process.
Please do not send us the item before you receive a return authorization number from us. After we receive the returned item, we will further inspect the item for return eligibility. Each accepted returned item will incur a restocking fee - 5% (on invoice price) if the item's invoice price is $3,000 or above. The restocking fee is $150 if the item's retail price is below $3,000.
An additional 7% order cancellation fee is charged to any order that was originally paid using Shop Pay Installments. This is to cover the fee we already paid to Shopify in order to provide the financing option for your order. The fee we paid to Shopify is not recoverable.
Example 1:
Customer A bought a 3D scanner at $3,000. Customer A paid the order in full by credit card and did not use the Shop Pay Installments option. Customer returned the 3D scanner to us within 30 days after purchase and the 3D scanner passed our inspection. A restocking fee of $150 will be deducted from the refundable amount. The net refund total will be $2,850.
Example 2:
Customer B bought a 3D scanner at $10,000. Customer B paid the order by using Shop Pay Installments. Customer returned the 3D scanner to us within 30 days after purchase and the 3D scanner passed our inspection. A restocking fee of $500 and an order cancellation fee of $700 will be deducted from the refundable amount. The net refund total will be $8,800.
Refund
Once your return is received, we will send you an email notification to confirm the product receipt. After inspection of the item, we will notify you of the approval or rejection of your refund.
If you are approved, then your refund (after deducting the restocking fee) will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 15 business days.
Late or missing refund
If you haven’t received a refund after 15 business days, please contact your credit card company, it may take some time before your refund is officially posted.
If your order was originally paid by ACH or bank transfer, please contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of the above and you still have not received your refund yet, please contact us at hello@3dwonders.shop for further assistance.
Shipping
To return or exchange your product, you should email us first at hello@3dwonders.shop to begin the process. We will provide you with a shipping label if for replacements. You will be responsible for paying for your own shipping costs for returning your item.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping any 3D scanner product or item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We can’t guarantee that we will receive your returned item.
Warranty - Einscan 3D Scanners
We offer at least one-year standard warranty that cover any manufacturing defects that cause the Einscan 3D Scanner not working as intended, with a target repair completion time of 10 to 14 days.
The warranty does not cover any faults caused by accident, neglect, misuse or normal wear and tear.
You can also choose to buy premium warranty option at additional cost.
Extended 2-year premium warranty can be bought at the time of purchase of the scanner or before the expiry of the first year warranty. Premium care provides you with priority support, including:
(1) front-of-the-queue within 1 to 2 days target completion,
(2) coverage of return shipping costs,
(3) 5% discount on accessories, and
(4) If the repair will take longer than 3 days, then a loaner scanner of your model will be provided to you until the repair is finished.
If you purchase the extended 2-year premium warranty, the initial year of standard warranty will be converted into premium warranty without additional charge, i.e. you can enjoy 3-year premium warranty.
Misuse, accident, neglect, abuse, wear and tear, environmental or natural disasters, and other unwarranted damages are not covered by any warranty plan.
For repair need, please email us at hello@3dwonders.shop.
Warranty - Metrology 3D Scanners (Freescan Combo, Freescan Trio)
We offer at least one-year standard warranty that cover any manufacturing defects that cause the Metrology 3D Scanner not working as intended, with a target repair completion time of 21 to 30 days.
The warranty does not cover any faults caused by accident, neglect, misuse or normal wear and tear.
Extended 1-year warranty can be bought at the time of purchase of the scanner or before the expiry of the first year warranty.
Misuse, accident, neglect, abuse, wear and tear, environmental or natural disasters, and other unwarranted damages are not covered by any warranty plan.
For repair need, please email us at hello@3dwonders.shop.