Returns & Refund Policy
Phaetus 3D Printing Products After-Sales Service Policy
Dear Valued Customer,
Thank you for choosing Phaetus 3D printing products. We are committed to providing customers with high-quality, high-performance products. To protect your rights, please read this After-Sales Service Policy carefully.
Return Policy
Within 7 calendar days from the date of receipt, we will provide a return service if any of the following conditions are met. You can apply for a return through your original purchase channel:
1. The product has functional quality issues caused by non-human factors.
2. The product is unused, and the original packaging, accessories, labels, etc., are intact with no man-made damage, not affecting secondary sales.
3. The product was replaced due to a quality issue within 7 calendar days of the original receipt date, and the replacement product again has functional quality issues caused by non-human factors within 7 calendar days of receiving the replacement.
Phaetus reserves the right to refuse returns under the following circumstances:
1. Return requests made after 7 calendar days from the date of receipt.
2. Inability to provide valid proof of purchase when requesting a return.
3. The returned product is incomplete; original packaging, accessories, labels, etc., are missing or damaged due to human factors.
4. Product damage caused by force majeure (e.g., fire, flood, earthquake).
5. Failure to ship the corresponding product within 7 calendar days after the return is confirmed by Phaetus official support.
Replacement Policy
Within 15 calendar days from the date of receipt, we will provide a replacement service if any of the following conditions are met:
1. The product has functional quality issues caused by non-human factors.
2. The product was damaged during transit, and proof of damage from the logistics company can be provided.
3. You received an incorrect product, or the product description does not match the actual item received.
Phaetus reserves the right to refuse replacements under the following circumstances:
1. Replacement requests made after 15 calendar days from the date of receipt.
2. Inability to provide valid proof of purchase when requesting a replacement.
3. The product to be replaced is incomplete; original packaging, accessories, labels, etc., are missing or damaged due to human factors.
4. Product damage caused by force majeure (e.g., fire, flood, earthquake).
5. Upon official inspection by Phaetus, the product's functional issue is determined to be caused by human factors, or no quality issue is found.
6. Failure to ship the corresponding product within 7 calendar days after the replacement is confirmed by Phaetus official support.
Note: The warranty period for the replacement product will restart from the date the replacement is received.
Warranty Policy
This product is covered by a limited warranty for a period of 3 months starting from the date of receipt. A valid purchase invoice or electronic order screenshot must be provided when applying for warranty service. During the warranty period, we will provide free repair or replacement for performance failures caused by inherent product defects or manufacturing process defects, under any of the following conditions:
1. Without being disassembled, the product itself has missing components or obvious defects that affect functionality.
2. The product has functional quality issues caused by non-human factors.
Phaetus reserves the right to refuse free warranty service for products within the warranty period under the following circumstances. However, we will still provide technical assistance and paid repair options:
1. Product damage caused by improper use or disassembly (e.g., bed crashes due to lack of leveling after installation, hot-plug operations without powering off leading to burnt thermistor or heater cartridge interfaces, collisions, water immersion, drops from height, etc.).
2. Product damage caused by force majeure (e.g., fire, flood, earthquake).
3. Inability to provide valid proof of purchase when applying for warranty service.
4. The product is outside the 3-month warranty period.
5. Failure to ship the corresponding product within 7 calendar days after the warranty service is confirmed by Phaetus official support.
Warranty Process
If your product malfunctions, please follow these steps to apply for warranty service:
1. Contact Customer Service: First, contact customer service through your purchase channel and provide your proof of purchase and a description of the product malfunction.
2. Troubleshooting: Our technical support staff will assist you with preliminary remote troubleshooting.
3. Return Product: If factory inspection is required, please ship the faulty product back to the address provided by customer service.
4. Inspection & Decision: Upon receiving the product, we will complete the inspection within three business days. If a quality issue covered under warranty is confirmed, we will provide free repair or replacement with the same model. If the issue is not covered under warranty, we will inform you of the identified problem and provide a paid repair option.
5. Product Return: After the warranty process is completed, we will ship the product back to you via courier.
Special Note
The silicon carbide nozzle is a high-hardness, brittle, precision component.
Nozzle breakage caused by using non-standard or low-quality filaments, or by using cleaning needles, is not covered under warranty.
Please be sure to use Phaetus-recommended original or high-quality filaments and strictly follow the user manual for the best printing experience.
If you have any questions or require technical consultation, please contact Phaetus Official Customer Service or visit the Phaetus Official Wiki .
We remain committed to providing you with professional and timely service support.
Phaetus Official After-Sales Service Center
Email: support@phaetus.com