We value customer service and strive to provide excellent service to ensure your satisfaction. We understand the importance of customer service in building and maintaining good customer relationships. Our team is dedicated to helping and supporting you with any problems or needs you may have.
These TWOTREES After-Sales Policies (these "Policies") apply only to the product you purchased through the TWOTREES official website. For purchases made through authorised resellers of TWOTREES, please contact them directly for support. If you experience any problems with your orders, please email our Customer Service Team with your order ID. If you need technical support, contact our After-Sales Team with the S/N code (found on the back of the machine) and order ID, and we will be happy to help you.
Part 1: Refund policy
Part 2: Reparation policy
Part 3: Non-guarantee conditions
PART 1: REIMBURSEMENT POLICY
To initiate a return or replacement, please contact our Customer Service Team for assistance with the return process and to confirm the designated return address. Please do not return the product without our confirmation. Please note that we do not accept self-deposits or freight shipments. Our team will guide you through the return process and give you further instructions on how to proceed.
1. 14-Day Return Without Reason and 30-Day After-Sales Guarantee
Within 14 days of receiving a product, if the product has no manufacturing defect and is still in new condition.
Within 30 working days of receiving a product, if the product has a manufacturing defect.
After the above timeframes, the return shipping costs will be covered by the buyer.
Please note: Regarding the 14-day return and 30-day exchange policy, in case of returns and exchanges caused by customer problems (not nice, unwanted), the return shipping costs are borne by the customer.
All refunds are processed within 7 working days after the warehouse confirms receipt of the returned items. After we process the refund, it may take up to 7-15 days for it to be visible in your original payment method.
2. Return and exchange
Within 7 days of receiving the product, if the product is severely damaged in transit, please contact our customer service team as soon as possible and provide photos or videos of the damaged package, including the outer packaging box and the condition of the product.
Within 15 days of receiving the product, you can request a return for exchange if the product does not match the original description of the product in one or more important respects.
Within 30 days of receiving the product, you can request a return for exchange if the product has a performance defect.
All exchanges will be processed after the warehouse confirms receipt of the returned items.
Replacement services will not be provided under the following circumstances:
- Service is requested more than 30 working days after receipt of the product.
- No legitimate proof of purchase, receipt or invoice is provided, or is reasonably considered to be forged or altered.
- Products sent for replacement do not contain all original accessories, attachments and packaging, or contain items damaged due to user error.
- No product defect is found after all appropriate tests by TWOTREES.
- Any faults or damage to the product have been caused by unauthorised use or modification, including exposure to moisture, ingress of foreign substances (water, oil, sand, etc.) or improper installation or use.
- Evidence of tampering or alteration, such as altered product labels, serial numbers or watermarks.
- Damage caused by uncontrollable external factors, including fire, flood, high winds or lightning.
- The product is not returned to TWOTREES within 7 working days after confirmation of the replacement by TWOTREES.
- Inability to provide evidence of damage during transport or images/videos of machine malfunction.
Other circumstances mentioned in this policy; - Shipping costs should be covered by the buyer in the following situations:
- Customer problems (not nice, unwanted)
- Returning products for reasons other than a proven defect
- Products accidentally returned by the buyer
- Returning incorrect items
- Return of items claimed to be defective, but deemed to be working by TWOTREES' quality control system
- Return of defective items in international shipping
- Charges related to unauthorised returns (all returns made outside the approved warranty process)
PART 2: REPAIR POLICY
This warranty policy applies to products purchased through TWOTREES or authorised TWOTREES distributors and is valid during the warranty period. TWOTREES warrants that any TWOTREES product you purchase will be free from defects in material or workmanship under normal use within the warranty period.
Warranty periods may vary for different products and components. The warranty period for the complete machine is one year (excluding free machines and second-hand machines). For the warranty period for major machine components, please refer to the WARRANTY PERIOD table below or contact our after-sales service team to verify the specific warranty period for your product or component. The warranty period for a product starts on the day the product is delivered, unless otherwise agreed between you and TWOTREES.
*Warranty conditions for other regions: if the consumer protection laws or regulations in your country differ from our specified warranty period, we will provide after-sales service in accordance with local regulations based on your country's warranty conditions.
Technology Components Warranty period
FDM 3D Printers Print head, extruder assembly, magnetic building board 3 months
FDM 3D Printers Heated bed, ultrabase glass plate 6 months
FDM 3D Printers Other main components (except tooling) 12 months
Laser Engraver Laser modules (replacement modules) 3 months
Laser Engraver Laser module (TSS, TTS, TTS Pro) 6 months
Laser Engraver Other main components
(except tools and the laser lens)
12 months
CNC Machine Spindle Motor (replacement modules) 3 months
CNC Machine Spindle Motor (TTC450, 3018S, 3018 Pro) 6 months
CNC Machine Other main components (except tooling) 12 months
Accessories Accessories bought separately 1 month
Requirements for obtaining after-sales service:
1. The buyer must provide sufficient proof of purchase:
Order number for purchases through TWOTREES or authorised TWOTREES distributors.
Sales invoice.
Dated sales receipt issued by an authorised TWOTREES distributor, with product details and prices.
2. The serial number of the defective product and/or visible evidence describing the defect may be required.
3. It may be necessary to return an item for quality inspection.
How to obtain warranty service
If a product does not function as guaranteed during the warranty period, you can obtain after-sales service by creating a new ticket and letting us know how we can help you. It may save you time to troubleshoot first by going to our FAQ page or consulting the manuals before making a warranty claim.
* If your product is already out of warranty, we offer lifetime after-sales technical support, but we regret that we cannot offer a free replacement service or cover return shipping costs for repairs. Please understand this.
What will TWOTREES do
TWOTREES will diagnose and solve your problem via e-mail within one working day. The after-sales service team can provide guidance on how to download and install specific software updates. If your problem cannot be solved via e-mail or software updates and is within warranty coverage, TWOTREES will arrange the free replacement of the necessary parts for you.
For warranty claims related to quality issues, TWOTREES will strive to meet your requirements. If the after-sales engineer determines that the product is unusable, TWOTREES will provide a product reissue or refund. The warranty for all replacement parts follows the same duration as the original defective product.
* Please note that processing warranty claims may require different types of proof of purchase (e.g. proof of payment and confirmation of original shipping address).
Purpose of personal contact information
By obtaining after-sales service under this policy, you authorise TWOTREES to have access to your contact details, including your name, phone number, shipping address and e
-mail address.
Rest assured, this information will only be used for communication regarding after-sales issues, and TWOTREES will not send you spam emails or disclose your personal information.
PART 3: NON-WARRANTY CONDITIONS
The following situations are not covered by the warranty:
Out of warranty period.
Free products.
Second-hand products.
Statutory proof of purchase, receipts or invoices will not be provided or reasonably considered to be forged or altered.
Any fault or damage to the product caused by unauthorised use or modification of the product, including but not limited to: moisture, penetration of foreign substances (water, oil, sand, etc.) or improper installation or use.
Product labels, serial numbers, etc show signs of tampering or alteration.
Breakdowns or damage caused by force majeure (such as fire, earthquake, flood, etc.).
Other situations not specified in this policy.