Collection: Return & Refund Policy

Two Trees is dedicated to making our efforts to provide our customers best after-sale service.

If any quality issues, please feel free to contact us to get professional and timely help and instructions.

Please note:

If you receive a damaged product, please contact our customer service within 24 hours and provide photos and order number to assist us in processing your request.

If the product you receive is not the same as the one you ordered, please contact our customer service within 24 hours and provide photos and order number to assist us in processing your request.

Warranty Clause

We provide one year warranty to our customers. We accept return and replace within 14 natural days after receiving products if any quality problems.

If the product does not work properly, is defective or broken when you receive it, please kindly contact us by email to service@twotrees3dofficial.com with following information:

1. Please tell us your order number and model number
2. A clear test video or photo describing your problem

Two Trees team would try to target, diagnosis and solve your problem by E-mails. If problem could not be solved by e-mail and product is covered by our warranty policy, Two Trees would arrange replacement or return for you.

Replacements

Any warranty claim caused by quality issue, Two Trees would send customers brand-new replacements with shipping costs covered. All replacements would enjoy same warranty period as the returned devices.

Returns

Customers have the right to apply for a return within 14 nature days after receiving the goods.

You must first contact us and get our written approval before sending any item back. Any product returned without acceptance will not be refunded.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase and clear video or image describing the problem.

To discuss details, get return address and arrange a return, please send E-mail to service@twotrees3dofficial.com.

Returns Shipping Costs

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, the consumer is not required to bear the shipping fee for this reason and we will arrange shipping payment to you within 14 natural days after we receive the returned goods.

No restocking fee to be charged to the consumers for the return of a product.

Refunds

After receiving and checking your return, we will send you a notification of receipt by email within 3 to 5 business days.

We will also notify you within 3 to 5 business days to approve or deny your refund.

If you are approved, we will process your refund within 3 to 5 business days and automatically refund payment to your credit card or original payment method.

Late or missing refunds  

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at service@twotrees3dofficial.com.

Cancellation

Customers can cancel their order at anytime prior to shipping and please contact us first before cancelling orders.

We will assist you cancel the order and process your request to cancel your order within 3 working days and the refund takes 5-8 business days back to your account.

However, once the order has been dispatched, the order cannot be canceled, changed, or refunded. Upon receipt of the package, our Warranty and Return policy comes into effect.

Warranty Coverage

(1) The following accessories are not included in the warranty coverage if they are not damaged by transportation: platform sticker; platform forming plate; acrylic cover; card reader and SD card; platform glass; USB cable; filament; rack and tools, etc.

(2) Profile: Before we deliver the goods, we will do the machine test, so maybe there will be light scratch, or due to long-distance transportation, which scratches the profile a little bit. in the premise of not affecting the normal use, in principle, not within the scope of warranty;

(3) Nozzle assembly (nozzle, heating block, throat pipe, heat sink, Teflon tube, etc.) warranty period is 3 months, if it is damage after the warranty expires, you need to purchase another one;

(4) Motherboard, LCD display, power supply, hotbed, the warranty period is 12 months, if there are quality problems, you can get free replacement parts.

Not Included in Warranty Coverage:

(1) Fail to provide required documents including order number, model number and clear video or images;

(2) Exceed the warranty period;

(3) Equipment failure or damage caused by unauthorized modification of the equipment (private modification includes: 1. modification of the nozzle assembly; 2. modification of the machine structure; 3. use of third-party components; 4. use of third-party firmware procedures or change the original Factory firmware program, etc.);

(4) Equipment failure or damage due to incorrect installation and use;

(5) Equipment failure or damage caused by the use of the equipment in a working environment not specified by the product;

(6) Equipment failure or damage due to improper use (beyond workload, etc.) or maintenance (moisture, etc.);

(7) Equipment failure or damage due to the use of other branded components or low-quality consumables.

(8) Accidental or human behavior lead to product damage, such as input inappropriate voltage / high temperature/water immersion / mechanical damage /broken/serious oxidation or rust products and so on;

(9) Due to force majeure, such as earthquakes, fires, lightning, and other products caused by failure or damage.