Product Maintenance Policy

If your product is confirmed to be faulty by dot 3D FACTORY's professionals, you can enjoy our company's repair services.

If the product is dead on arrival, please refer to the return policy.

dot 3D FACTORY will provide one of the following repair services and, within the scope of compliance with relevant laws, will decide the repair method depending on the situation and the type of Phrozen product:

During the warranty period:

• Customer self-assembled (DIY) parts repair services:
  If you are competent enough to perform the repair, we will send you the required replacement parts and installation instructions at no charge.
• You can also apply to send the product to our repair centre for repair, and we will provide inspection, repair, and test printing. Parts fees are waived, but you will be responsible for return shipping, inspection and repair fees. After the repair is completed, we will return the repaired product to you.

Outside the warranty period:

• Customers purchase spare parts for repair:
  You can order the parts you need directly from us.
• Send to dot 3D FACTORY repair centre:
  If you need to send the product to our repair centre for repair service, you need to pay in full the cost of necessary parts, return shipping, inspection and repair fees. After the repair is completed, we will return the repaired product to you.

1. No on-site repair service will be provided for products malfunctioning within or outside the warranty period.
2. The parts replaced during product maintenance will become the property of this repair centre and will be disposed of as discarded items. If you need them sent back, please inform us in advance.
3. For products that have been discontinued for more than one year, if the parts have been discontinued and are out of stock, repair services cannot be provided.

• Inspection and repair charges vary depending on product type, difficulty of repair and other factors.
• If the product is purchased from dot 3D FACTORY, you can enjoy a 30% discount on inspection and maintenance fees.
• After the repair is completed, basic test printing will be performed to ensure that the quality meets requirements. If the customer requires advanced printing testing, the relevant fees will be calculated separately.
• After the repair is completed, the company will return the product to the customer.

• If the product is still under warranty, the necessary parts will be replaced free of charge.
• If the product is outside the warranty period, the cost of parts will be charged.

• Customers must pay all shipping fees.

1. The above prices are for reference only and may need to be adjusted according to actual conditions.
2. dot 3D FACTORY reserves the right of final decision.

1. Customers can pick up the goods in person at the store or use delivery services.
2. If you need to use a delivery service, please contact us for coordination arrangements.
3. The delivery address for repair products is "Shop A6-A7, G/F, Block A, Sea View Estate, 2-8 Watson Road, North Point, Hong Kong".
4. To facilitate the subsequent product repair, it is recommended to keep the original product packaging carton and its serial number sticker during the warranty period.
5. It is recommended to use the original packaging carton to send products for repair.
6. If the product is not properly packaged when it is sent for repair, the company will charge repair fees according to the charging standards based on the damage caused.

Customers need to deliver the machine to dot 3D FACTORY store by themselves. The company will provide a repair quotation after the maintenance inspection. The company will start product maintenance immediately after the customer agrees and completes the payment. We will provide relevant maintenance progress updates. The quote will provide payment options.

If your product is confirmed to be faulty by dot 3D FACTORY's professionals, you can enjoy our company's repair services.

If the product is dead on arrival, please refer to the return policy.

1. No on-site repair service will be provided for products malfunctioning within or outside the warranty period.
2. The parts replaced during product maintenance will become the property of this repair centre and will be disposed of as discarded items. If you need them sent back, please inform us in advance.
3. For products that have been discontinued for more than one year, if the parts have been discontinued and are out of stock, repair services cannot be provided.

To allow customers to enjoy the best experience when using the product, our company, as an agent, provides professional and reliable maintenance services. Our company's technical team will focus on solving your problems and returning your products to their best condition as soon as possible. If you need any maintenance-related assistance, please feel free to contact us.

• Inspection and repair charges vary depending on product type, difficulty of repair and other factors.
• If the product is purchased from dot 3D FACTORY, you can enjoy a 30% discount on inspection and maintenance fees.
• After the repair is completed, basic test printing will be performed to ensure that the quality meets requirements. If the customer requires advanced printing testing, the relevant fees will be calculated separately.
• After the repair is completed, the company will return the product to the customer.

• If the product is still within the warranty period, the parts covered by the official warranty terms will be fully free of charge.
• If the product is still within the warranty period and the required parts are not covered by the official warranty terms, they will be charged.
• If the product is outside the warranty period, the cost of parts will be charged.

• Customers must pay all shipping fees.

1. The above prices are for reference only and may need to be adjusted according to actual conditions.
2. dot 3D FACTORY reserves the right of final decision.

1. Customers can pick up the goods in person at the store or use delivery services.
2. If you need to use a delivery service, please contact us for coordination arrangements.
3. The delivery address for repair products is "Shop A6-A7, G/F, Block A, Sea View Estate, 2-8 Watson Road, North Point, Hong Kong".
4. To facilitate the subsequent product repair, it is recommended to keep the original product packaging carton and its serial number sticker during the warranty period.
5. It is recommended to use the original packaging carton to send products for repair.
6. If the product is not properly packaged when it is sent for repair, the company will charge repair fees according to the charging standards based on the damage caused.

Customers need to deliver the machine to dot 3D FACTORY store by themselves. The company will provide a repair quotation after the maintenance inspection. The company will start product maintenance immediately after the customer agrees and completes the payment. We will provide relevant maintenance progress updates. The quote will provide payment options.