Artillery After-Sales Policy

Warranty Statement：Updated: July 20, 2024
Please keep your shopping receipt and related credentials as an important basis for warranty service.
The following policy terms do not affect other rights enjoyed by consumers under local laws.

Return Policy

1. Within 7 natural days from the day after receipt, we provide return service if any of the following conditions are met/you can apply for return service through the original purchase channel:

  • The product is found to have non-human functional quality problems; 
  • The product is exchanged due to product quality problems within 7 natural days after receipt, and non-human functional quality problems exist within 7 natural days after the exchange;
  • The product packaging, accessories, gifts, instructions, labels, etc. are complete and there is no human damage. The product has not been used and does not affect the secondary sale.

2. We have the right to refuse return service in the following circumstances:

  • Return request made after 7 natural days from the day after receipt; 
  • The returned product is incomplete, the outer packaging, accessories, gifts, instructions, labels, etc. are incomplete, or damaged due to human factors;
  • After Artillery's inspection, the product functional problems are caused by human factors (such as falling, flooding, unauthorized modification, incorrect installation and use, etc.) or the product itself does not have quality problems;
  • Failure to provide valid Artillery official and officially authorized channel purchase receipts and related documents, or signs of forgery or alteration;
  • The goods are damaged, but the delivery person is not asked to return them on the spot when receiving the goods;
  • Products damaged due to force majeure (such as earthquakes, fires, floods, lightning strikes, traffic accidents, etc.);
  • After contacting Artillery to confirm the return service, the corresponding items are not sent within 7 natural days.

 

Exchange Policy

1. Within 15 natural days from the day after receipt, we will provide you with exchange service if any of the following conditions are met:

  • The product is found to have functional quality problems caused by non-human factors;
  • The goods are damaged during transportation, and the goods are rejected on the spot or the logistics company can provide a certificate of damage afterwards;
  • The wrong product is received, and the actual goods received are clearly inconsistent with the description of the goods. Note: The warranty period of the product will be recalculated after the exchange.

2. We have the right to refuse to provide exchange service in the following cases:

  • Exchange request submitted 15 natural days after the day after receipt; 
  • The outer packaging, accessories, gifts, instructions, labels, etc. of the exchanged product received are incomplete, or damaged due to human factors;
  • After Artillery's inspection, the functional problem of the product is caused by human factors (such as falling, flooding, unauthorized modification, incorrect installation and use, etc.) or the product itself does not have quality problems;
  • Failure to provide valid purchase certificates and related documents from Artillery official and officially authorized channels, or signs of forgery or alteration;
  • The product is found to be damaged due to transportation, but it is not rejected on the spot, and the logistics company's cargo damage certificate is not provided afterwards;
  • The accessories are found to be incomplete, but Artillery is not contacted immediately after receipt;
  • Products damaged due to force majeure (such as earthquakes, fires, floods, lightning strikes, traffic accidents, etc.);
  • After contacting Artillery to confirm the exchange service, the corresponding items are not sent within 7 natural days. According to our after-sales inspection and judgment, if the product received for return/exchange is damaged in appearance, incomplete accessories, or is not packed and mailed according to the original packaging, the customer needs to bear the corresponding expenses. The specific loss and expenses need to be sent back and inspected and calculated by professional after-sales personnel.

 

Warranty Policy

In order to improve user satisfaction and trust and create better sales performance, 

Artillery has specially standardized after-sales service and clarified the following after-sales service regulations.

1. The fused deposition modeling (FDM) technology 3D printer manufactured by Artillery provides you with a 12-month limited warranty for the host and a 3-month warranty for the printer nozzle assembly. The warranty period starts from the date of manufacture. If you can provide a purchase receipt, the date of the purchase receipt will be the warranty start date；

 

2. If the equipment is damaged due to product quality problems during the warranty period, Artillery will provide free replacement parts. You need to submit the "Artillery After-sales Service Application Form". And submit the "Artillery After-sales Service Application Form" corresponding to the repaired equipment to Artillery, and Artillery will deliver the repair parts within the warranty period according to the content of the "Artillery After-sales Service Application Form". If you do not provide a complete after-sales service application form, you will have to pay for the repair parts；

 

3. The repair parts may not be brand new, but Artillery needs to ensure that the parts function normally. The warranty period of the repair parts is the same as the warranty period of the whole machine. The warranty service is still available after the equipment is repaired during the warranty period；

 

4. Artillery is obliged to provide users with lifelong free technical guidance and consulting services. Artillery can remotely guide you and assist you in solving problems that you cannot solve；

 

5. The following accessories are not included in the warranty scope: PEI printing platform, material rack, and tools provided with the package (including but not limited to plastic scrapers, metal scrapers, hexagon wrenches, open-end wrenches, SD cards, USB flash drives, USB cables, etc.)；

 

6. The following situations are not included in the warranty scope：

  • Failure to provide valid purchase receipt or serial number (lost, altered, blurred and cannot be confirmed); 
  • The warranty period of the whole machine and its components has expired;
  • The equipment has been repaired in a repair shop not authorized by Artillery;
  • Equipment failure or damage caused by unauthorized modification of the equipment;
  • Equipment failure or damage caused by incorrect installation or use;
  • Equipment failure or damage caused by using the equipment in a working environment not specified by the product;
  • Equipment failure or damage caused by abuse (including exceeding the workload) and misuse;
  • Equipment failure or damage caused by using parts of other brands;
  • Equipment failure or damage caused by using low-quality consumables (it is recommended to use Artillery official consumables);
  • Equipment failure or damage caused by the use of software not specified by Artillery;
  • Equipment failure or damage caused by improper maintenance (moisture, mold or exposure to extreme climate)
  • Normal wear and tear, aging of the equipment or scratches or flaws on the surface caused by operation;
  • Failure or damage caused by force majeure (such as fire, earthquake, lightning strike, flood, etc.).

If you need to urgently purchase warranty accessories or return the entire device to 

the factory for repair,both parties will share the shipping costs according to the following circumstances:

Factory cycle

Artillery

You

1 month

Bear the round-trip freight

/

1-6 months

Bear the round-trip freight

Pay the shipping fee

6-12 months

/

Pay the shipping fee

7. Artillery's technical support and repair standards for you：

  • Artillery is solely responsible for quality issues during the warranty period, and Artillery will arrange engineers to contact you directly;
  • You are obliged to make a basic judgment on the phenomenon of the failure and provide information for Artillery's reference. Artillery will remotely assist you in solving routine technical problems. If special technical problems are not solved after remote assistance from Artillery's after-sales technical department, or in the case of non-human damage, Artillery determines that the cause of the failure cannot be determined, you can apply for factory repair, and the cost of damaged parts caused by human factors will be calculated separately;
  • You need to fill in the "Artillery After-sales Service Application Form" when applying for factory repair. After Artillery's permission, the "Artillery After-sales Service Application Form" will be randomly sent out when it is sent. If you send it directly to Artillery for repair without Artillery's permission, you will bear the round-trip freight and pay the inspection and repair costs. The inspection and repair costs are shown in the table attached to Article 8 of this Agreement.
  • If you need to return the whole machine to the factory, you can ask Artillery for the goods packaging standards and implement the corresponding standards. If the damage is caused by poor packaging, it will not be included in the warranty, and you will purchase the parts to repair the damaged parts. If the original packaging cannot be used after the whole machine is returned for repair, you need to purchase the packaging again, otherwise the loss caused by this will be borne by you.
  • You can apply to Artillery for paid repair services for out-of-warranty equipment. If you cannot provide a complete and clear product serial number, you can also apply for paid repairs. The cost of accessories and retail prices are based on the sales price on the Artillery official website.

8. After Artillery's inspection and judgment, if your product has not been dropped, immersed in water, or unauthorized disassembly and modification, and it is determined that the failure is caused by poor materials, workmanship, or function, Artillery will repair or replace spare parts free of charge during the product warranty period. All Artillery machines have a one-year limited warranty. Some spare parts may have slight differences due to product properties. Please refer to the figure below for details;

Artillery Main Parts Warranty Table

Printing Technology

Main components

Warranty

Based on total order weight

Nozzle, PEI steel plate, Teflon tube

There is no warranty for consumables

Based on total order weight

Print head, extruder assembly, spring steel magnetic plate, extrusion gear, cutter, FFC cable

3 months

Based on total order weight

Hot bed, lattice glass

6 months

Based on total order weight

Other major components (excluding tools)

12 months

Accessories

(purchased separately)

Nozzle, PEI steel plate, Teflon tube

There is no warranty for consumables

Accessories

(purchased separately)

Print head, print head module, cutter, extruder, main board, screen board, cooling fan, belt, motor, camera, driver

3 months

Accessories

(purchased separately)

Heated bed, spring steel plate magnetic suction (damage caused by scratches, drops or bumps is not covered by the warranty)

3 months

The hardware failure of the machine is a product quality issue. You can return or exchange the product for free within 7 days, and the merchant bears all responsibilities. The merchant bears all responsibilities within 1 month warranty (except for man-made damage). Within 1 year warranty, the buyer needs to bear the return shipping fee for 1-6 months, and the buyer needs to bear all postage for 6-12 months.

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

*Artillery reserves the right of final interpretation of the above service policies.