Warranty

30-Day Return(Buyers need to pay for the return shipping)

After-sales Service: 

WhatsApp Tenlog 3DWhatsApp: +86 151 9837 0247

Skype Tenlog 3DSkype: live:.cid.49ac1b920577cc3d

Telephone Tenlog 3DTelephone: +86 755 2522 0815

Tenlog Customer ServiceCustomer Service: service@tenlog3d.com



We only privide warranty from service@tenlog3d.com

Please send the problem with video to service@tenlog3d.com

Don't forget to put the proof of your order and payment in the email.

Our service team will keep updating to you.



We offer a 2-Year Warranty, Only for people who buy from tenlog3d.com, tenlog.shop, tenlog.ltd



The following are the rules:

a. If our 3D printer has quality problems within one year, parts replacement and shipping costs are free.

b. If our 3D printer has quality problems within two years, the parts are free, you only need to pay the shipping fee. Or we will provide new parts in your next order, which will save you shipping costs.


Video Recording and High-Resolution Photos of faults before contacting us can get solutions faster.

If you purchased from another place, please contact the seller first.
If you want to buy replacement parts, buy here tenlog.shop


About the 30-day return policy:

Hi If you need to get the return information, please contact us within 30 days after receipt. 

For the Return request, please read the following information: 
If the printer cannot be started,or damaged when delivered,
Or the seller sends the wrong goods / products are inconsistent, you can submit a request within 30 days to return , and get a full refund.

Please contact the online customer service in advance for any return request for damage.

Regarding the returned printer, we do not undertake the shipping costs if it's not the printer itself problem, and if the return to China is required, we also do not take the tax that may occur.

Except for logistics reasons. If the customer does not want/the customer directly rejects the package/returns for personal reasons after delivery (must be in a new state), you may need to bear the freight sent by the seller and the cost of the package return.


Warm Tips:

Before returning the product, please take a picture of the product and provide it with us.
After the return request is approved:
After you return the product, it may take up to 25 days for us to receive the product. After our operation center receives the goods, it will take 2 business days to process the refund, and the refund amount will take 3 to 5 business days to appear in your account.


What Will Tenlog Do
We will attempt to diagnose and resolve your problem by e-mail, may direct you to download and install particular software updates.
If your problem cannot be resolved over the e-mail or through the application of software updates, we will arrange for accessory replacement if the problem falls under this Limited Warranty. 

For quality-related warranty claims, items will be replaced with a factory refurbished model of equal value when available, otherwise a new item will be sent. Warranties on all replacements follow the same warranty timeframe of the original defective item.

Note: Hot Bed Stickers / nozzles and other consumables are not covered by the warranty if they are not caused by machine failure

The use of personal contact information
By obtaining after sales service under this policy, you authorize Tenlog to store your contact information, including name, phone number, shipping address and email address. We will protect the security of your information.

 

General Terms
We guarantees that, subject to the following conditions, Refund Service, Replace Service and Warranty Repair Service can be requested.

Shipping costs must be covered by buyer in the following situations,
 Returning products for any reason other than a proven defect
 Buyer’s accidental returns
 Returning personal items
 Returning items claimed to have defects but found by us quality control to be in working condition
 Returning defective items in international shipping
 Costs associated with unauthorized returns (any returns made outside of the approved warranty process)
 

Part Replacement for Quality-Related Issues
All quality-related defects on items sold directly by us are covered by an extensive warranty, starting from the date of purchase. Replacement part provided by us may not be new, but it will be in good working order and at least functionally equivalent to the original product or part’s warranty. A replacement part shall be covered for the time remaining in the original product’s warranty.
 

What to Do Before Obtaining After-Sales Service
Buyer must provide sufficient proof of purchase 
We must document what happens when buyers troubleshoot the product
The defective item’s serial number and/or visible proof depicting the defect are required
It may be necessary to return an item for quality inspection

Copyright © 2015-2020 Shenzhen Tenlog 3D Technology Co., Ltd.All Rights Reserved.

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