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Warranty

Warranty Service

Last updated: July 7, 2025

To provide you with better and more standardized after-sales guarantee services, clarify the warranty process and related rules, and protect your legitimate rights and interests, we have formulated this statement. This statement only applies to individual customers who purchase products through our official channels.

I. Warranty Statement and Service Principles

1. Core Principles
  • Warranty is only provided for products sold by Twotrees Store or authorized dealers;
  • For products purchased from this store: return/exchange requires official review and return to the designated address. Failure to follow the process may result in losses borne by the customer;
  • For products purchased through third-party channels: their respective return and exchange policies shall apply (returns and exchanges at this official store are not supported).
  • Twotrees shall not be responsible for any other commitments made by agents that are not guaranteed by Twotrees.
  • Please send back the product in its original packaging: transportation damage caused by improper packaging may invalidate the warranty and incur costs; (The original packaging can provide the best protection for the product)
2. Documents Required for Warranty Service
  • Proof of purchase (receipt, invoice and other relevant documents clearly showing the purchase date, product model and dealer information);
  • Description and evidence of the fault (photos/videos; log files are required for software faults);
  • Product serial number (if any);
  • For transportation damage, a damage certificate issued by the carrier or an uninterrupted video proof during unpacking is required (feedback within 72 hours).
3. Warranty Application Channels
  • After-sales repair email: service@twotrees3d.com
  • Online customer service: Submit a work order through the "Contact Us" page on the official website

II. Detailed Provisions on Warranty Period

1. General Warranty Period

Calculated from the date when the original customer receives the product or the invoice date, which varies depending on the product type and the faulty part. Therefore, please keep the invoice as proof of purchase. If there is no valid proof, the warranty period shall be calculated from the date of the product's manufacture.

  • 3D printers
  • Laser engraving machines
  • CNC engraving machines
  • Laser modules;

All regions enjoy a one-year warranty period: (main components of the product excluding non-warranty parts)

2. Limited Warranty Period - 3 Months

Some products and components have a limited warranty period of 3 months:

  • Extruders, timing belts, cables, power cords, timing pulleys, electronic products, Micro SD cards and other internal machine parts;
  • Separately purchased peripheral accessories (but not including products that are consumables);
  • Non-carbon brush CNC spindles;
3. Non-warranty Consumables

The following items are "consumables" that will naturally wear out during normal use and have no separate warranty. However, if the machine fails due to manufacturing defects during the warranty period, replacement can be applied for (Twotrees reserves the final right of decision):

  • Nozzles, hot end heating components, hot end cooling fans, ceramic heaters, etc.;
  • Build plates, build plate accessories, PTFE tubes and connectors;
  • Scrapers, air filters, smoke purification accessories;
  • Carbon brush power cutting spindles, CNC workbench pads, etc.;
  • Filaments, engraving materials, USB data cables, user manuals, packaging and disassembly tools;
  • Product packaging, gifts, consumables, accessories, gift cards;

III. Return and Exchange Policy

1. Return Service (within 14 days after signing for receipt)

We are happy to accept your return service request under the following circumstances:

  • Within 14 days of receiving a product with serious faults, manufacturing defects or any functional problems;
  • Within 14 days of receiving a product that has suffered significant damage during transportation, provided that you can provide us with proof of damage;
  • Within 14 days of receiving an unopened, unactivated, unused product that is still in brand-new condition;

Process and precautions:

  • When submitting an application, photos of the six sides of the product and packaging must be attached;
  • Shipped goods must be returned to our warehouse/designated location before we can process the refund.
  • The product returned according to the reported problem will be inspected by us before the refund. If after all relevant tests, it is confirmed that the returned product does not have the reported problem, the user shall bear the two-way freight or the return may be rejected.
  • All returned products must be in their original packaging. Improper packaging may result in the rejection of the return.

Return service will not be provided under the following circumstances:

  • The return request is made more than 14 days after receiving the product.
  • The received product is missing accessories, cables, manuals or any items included in the original packaging.
  • The received product includes accessories, wires, instructions or any items with external damage (such as cracks, dents or scratches). Confirmed logistics damage is not included in this scope.
  • Through evaluation and testing, it is found that the defect or fault is caused by user error, such as dropping to the ground, providing wrong voltage, water damage, etc.
  • After all appropriate tests, it is found that the product has no defects.
  • No purchase receipt, invoice or other relevant documents are provided, or there is reason to believe that such documents are forged or tampered with.
  • Once we agree to the return, the customer must send the product back within 14 natural days as instructed. Otherwise, it will be deemed as giving up the right to return.
2. Exchange Service (within 30 days after signing for receipt)

We are happy to provide you with exchange service under the following circumstances:

  • Within 30 days of receiving the product, if the product has suffered significant damage during transportation, you must provide us with a damage certificate.
  • Within 30 days of receiving the product, if you have received the wrong product.
  • Within 30 days of receiving the product, if the product has serious faults or manufacturing defects.

Process and precautions:

  • When submitting an application, photos of the six sides of the product and packaging must be attached.
  • Shipped goods must be returned to our warehouse/designated location before we can process the exchange.
  • The product returned according to the reported problem will be inspected by us before the exchange. If after all relevant tests, it is confirmed that the returned product does not have the reported problem, the user shall bear the two-way freight or the exchange may be rejected.
  • All exchanged products must be in their original packaging. Improper packaging may invalidate the warranty and may require payment of fees.

Exchange service will not be provided under the following circumstances:

  • Applying for service more than 30 days after receiving the goods.
  • Failure to provide legal proof of purchase, receipt or invoice, or there is reason to believe that they are forged or tampered with.
  • The goods sent for exchange do not include all original accessories, attachments and packaging, or contain goods damaged due to user error.
  • After all appropriate tests by Twotrees, it is found that the product has no defects.
  • Any failure or damage to the product is caused by unauthorized use or modification, including moisture, entry of foreign objects (water, oil, sand, etc.) or improper installation or operation.
  • Evidence of tampering or alteration, such as altered product labels, serial numbers or watermarks.
  • Damage caused by uncontrollable external factors such as fire, flood, strong wind or lightning strike.
  • Once we agree to the exchange, the customer must send the product back within 14 natural days as instructed. Otherwise, it will be deemed as giving up the right to exchange.
  • Failure to provide evidence of damage during transportation or images/videos showing machine faults.
  • Products purchased through non-Twotrees official store channels.
  • Other circumstances specified in this policy.

IV. Repair Policy

1. Scope of Warranty Repairs
  • The product is used normally but has damage or faults not caused by the customer;
  • Product function failures caused by manufacturing errors or process problems;
2. No Repair Service Will Be Provided Under the Following Circumstances:
  • Failures caused by using unofficial firmware or modifying hardware (such as overclocking motors);
  • Damage caused by smoke accumulation due to failure to clean the laser head or ventilation system as required by the instruction manual;
  • Power attenuation of the laser engraving machine due to failure to clean the lens regularly.
  • Beyond the warranty period.
  • Free products.
  • Second-hand products.
  • Failure to provide legal proof of purchase, receipt or invoice, or there is reason to believe that they are forged or tampered with.
  • Any failure or damage to the product is caused by unauthorized use or modification of the product, including but not limited to: moisture, entry of foreign objects (water, oil, sand, etc.) or improper installation or operation.
  • Evidence of tampering or alteration of product labels, serial numbers, etc.
  • Failures or damages caused by force majeure events (such as fire, earthquake, flood, etc.).
  • Damage caused by incorrect installation or operation of the equipment in violation of published official documents (including but not limited to user manuals, operation instructions, product interface warnings, etc.).
  • Other circumstances not specified in this policy.

V. Precautions

  • Failure to submit a request within the above time limit will be deemed as giving up the right to return/exchange, unless you can clearly and fully prove to us that you failed to submit the request in time due to special circumstances.
  • Cross-region repair services are not supported.
  • If the product is damaged due to the use of third-party accessories, or the third-party accessories are damaged due to the product itself, neither the damaged parts of the product nor the third-party accessories are within the warranty scope.
  • When signing for receipt, feedback on transportation damage must be given within 72 hours; otherwise, it will be deemed normal;
  • If the returned product is not in the original packaging or the officially designated packaging, resulting in damage, the user shall bear the repair cost.
  • The laser head, lens and surrounding components must be cleaned after each use; failure to maintain them may result in the loss of warranty qualification;
  • Damage to the laser module due to overheating caused by smoke accumulation requires self-paid repair even during the warranty period.
  • The product model must match the voltage standard of the place of purchase (for example, if a European standard product is used in a non-European region and causes a fault, no warranty will be provided);
  • Problems such as account binding failure and remote function failure caused by cross-region use are not within the warranty scope.
  • If you encounter any product damage, do not handle it by yourself without our guidance to avoid any potential risks. Please contact us in time for support and only carry out repairs under the instructions of the customer service team.

VI. Warranty Terms for Other Regions

  • If the consumer protection laws or regulations of your country/region are different from the warranty period specified by us, we will provide after-sales service in accordance with the warranty terms of your country/region and local regulations.

VII. Contact Information and Policy Updates

1. After-sales Support Channels

For assistance, you can contact us through the following methods:

  • Submit a work order in the "Contact Us" page of the official mall;
  • Warranty email: service@twotrees3d.com, with order number and problem description attached;
  • Return email: marketing@twotrees3d.com;
  • Working hours: Monday to Friday 9:00-18:00 (UTC+8).
2. Policy Revision Instructions

New notification mechanism: The policy will be publicly posted on the official website 14 days before the update, and a notification will be sent to the email reserved at the time of purchase. Continued use of the product by the user will be deemed as acceptance of the new policy.

Note: Twotrees reserves the final right to interpret this policy. Please read it carefully before purchasing to ensure that you understand the terms. For further consultation, you can contact the after-sales team through the above channels.