We highly value customer service and strive to provide excellent service to ensure your satisfaction. And we understand the importance of customer service in establishing and maintaining good customer relationships. Our team is dedicated to assisting and supporting you with any issues or needs you may have.
These TWOTREES After-Sales Policies (these "Policies") only apply to the product you purchased from TWOTREES Official Website. For purchases made through TWOTREES's authorized resellers, please contact them directly for assistance. If you encounter any issues with your orders, please mail to our Customer Service Team with your order ID. If you need technical support, please contact our After-Sales Team with the S/N code (located on the machine back) and order ID, and we would be happy to help you.
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 send the product back without our confirmation. Kindly note that we do not accept self-pickup or freight collect shipments. Our team will guide you through the return process and provide you with further instructions on how to proceed.
Please note: Regarding the 14-day return and 30-day exchange policy, for returns and exchanges caused by customer issues (dislike, unwanted), the customer will be responsible for the return shipping cost.
All refunds will be processed within 7 business days after the warehouse confirms receipt of the returned items. After we issue the refund, it may take up to 7-15 days to reflect in your original payment method.
All exchanges will be processed after the warehouse confirms receipt of the returned items.
This warranty policy applies to products purchased through TWOTREES or authorized TWOTREES distributors and is valid during the warranty period. TWOTREES guarantees that each TWOTREES product you purchase will be free from material or manufacturing defects during regular use within the warranty period.
The warranty periods may vary for different products and components. The warranty period for the complete machine is one year (excluding gifted machines and second-hand machines). For the warranty period of 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 part. The warranty period for a product starts on the day such product is delivered, unless otherwise agreed upon between you and TWOTREES.
*Warranty terms for other regions: If the consumer protection laws or regulations in your country differ from the warranty period specified by us, we will provide after-sales service in compliance with the local regulations based on your country's warranty terms.
|FDM 3D Printers||Print head, extruder assembly, magnetic build plate||3 months|
|FDM 3D Printers||Heated bed, ultrabase glass plate||6 months|
|FDM 3D Printers||Other main components (Except tools)||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)
|CNC Machine||Spindle Motor (Replacement Modules)||3 months|
|CNC Machine||Spindle Motor(TTC450, 3018S, 3018 Pro)||6 months|
|CNC Machine||other main components (except tools)||12 months|
|Accessories||Accessories purchased separately||1 month|
1. Buyer must provide sufficient proof of purchase:
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.
If a product does not function as warranted during the warranty period, you may obtain after-sales service by creating a new ticket and let us know what we can do to help you. It may save you time to first troubleshoot issues by going to our FAQ page or looking at Instruction Manuals before filing a warranty claim.
* If your product is already beyond the warranty period, we will provide you with lifelong after-sales technical support, but we are sorry that we are unable to offer free replacement service or cover the cost of return shipping for repairs. Please understand.
TWOTREES will diagnose and resolve your issue via email within one business day. The after-sales service team may provide guidance on downloading and installing specific software updates for you. If your problem cannot be resolved through email or software updates and falls within the 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 demands. If the after-sales engineer determines that the product is unusable, TWOTREES will provide 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 various types of purchase proof (e.g., payment receipts and confirmation of original shipping address).
By obtaining after-sales service under this policy, you authorize TWOTREES to have access to your contact information, including your name, phone number, shipping address, and email address.
Please rest assured that 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.