Refund policy

Return & Refund Policy 

3D Central Pty Ltd ACN  682 088 580   (“the Company, “we” or “us)

The Australian Consumer Law and Your Rights

The Australian Consumer Law (ACL) protects consumers by giving them certain guaranteed rights when they buy goods and services. For example, the ACL requires that goods must be free of defects, and do what they are meant to do. Services must be carried out with care and skill. These rights, which the ACL says automatically apply whenever goods or services are supplied to a consumer, are called ‘Consumer Guarantees’.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and failure does not amount to a major failure.

Consumer Guarantees have no set time limit but generally last for an amount of time that is reasonable to expect given factors including the cost and quality of the product or any representations made.

We will provide a refund, replacement or repair in accordance with this policy. This Policy only sets out the minimum time periods within which we will offer you a refund, replacement or repair and your rights under the ACL may extend beyond these time periods.

To obtain a refund or any other remedy please visit your nearest physical store with the relevant Goods (and all accessories) and provide proof of purchase.  We will need to be satisfied that the Goods are faulty, the cause of the fault and that the problem with the goods was not your fault. 

We may require that Goods be assessed within a reasonable time frame by the manufacturer to the determine any fault, defect or damage and the cause of it.

Manufacturer Assistance

Many manufacturers have dedicated support centres designed specifically to deal with issues in relation to their products and may even provide in home support and advanced troubleshooting. In many circumstances, the manufacturer may therefore be able to provide a quicker assessment of, and remedy for, any issue with your product, even if the manufacturer’s warranty has expired. You may therefore prefer to contact the manufacturer rather than us, although you are not obliged to do this and, if at any time you are not satisfied with the manufacturer’s remedy in relation to your legal rights, you can contact us for assistance.

Expenses of Claiming 

If your goods are faulty, and to the maximum extent permitted by law, you will bear your own expenses of making a claim, including arranging and paying for costs of the transport of the goods to and from your nearest store and/or to any repair agent.

Payment, cancellations and refunds 

We will process payment of your Order at the time of your submitting your Order.  

You must pay for Goods by cash (if in store only) credit card, certain prepaid payment cards or PayPal account.

At the time of making an Order you irrevocable authorise and direct us to process payment in the manner directed in your Order (e.g. by charging your credit card or other account with the amount payable in respect of the Order).  You also authorise us to undertake any credit checks or pre-authorisation checks for the full value of any Order.

Payment for the Order does not constitute acceptance of any Order and we may subsequent reject your offer and Order and refund any payment to you.

You warrant to us at the time of payment that you are not making payment by any fraudulent or unlawful means and further that you have full legal and proper capacity to make payment in the manner tendered to us. 

We reserve the right to require and you must provide to us any additional details or information or documents (including, without limitation, identity documents) reasonably required by us to confirm any method of payment or your authorisation to make payment in that manner. 

Without limiting the other provisions of these Terms and Conditions, you agree that we may refuse to accept or cancel any accepted Order in the event that:

(a) we determine (acting reasonably) that we are or will be unable to obtain sufficient quantities of stock to fulfil your Order within a reasonable time;

(b) we determine (acting reasonably) that some event beyond our reasonable control has occurred (e.g. storm, fire, flood, earthquake, terrorism, power failure, war, strike, pandemic, governmental action or failure or interruption with services of information or technology systems) with the effect that we are unable to supply the Goods within a reasonable time;

(c) we determine (acting reasonably) that there is some accidental error in in some advertisement or on our website regarding Goods or services ordered (e.g. a genuine error in the description, price, specification of relevant Goods);

(d) we agree at your request to cancel your Order;

(e) we determine (acting reasonably) that the delivery or shipping requirements of the Order are not reasonable or practical;

(f) we know or suspect (acting reasonably) that that Goods will or may be used by you or some other person for any unlawful or unauthorised purpose or contrary to anything in these Terms and Conditions;

(g) your Order exceeds any purchase limits for the Goods determined by us (acting reasonably) or which may be imposed on us by any third party; or

(h) we know or suspect (acting reasonably) suspect fraud or that you may be purchasing the Goods for onsale, parting out or other unauthorised or non-permitted purposes;

(i) payment for the Order is not able to be processed or is subsequently rejected, reversed or rescinded.

If an Order is cancelled, we will refund any payment to you as soon as is practicable in the circumstances and you agree that we may make that payment by way or refund to you using the same method of payment or by some other reasonable method determined by us.  You agree that we are not responsible for any delay in processing of any refund to you.

Goods will not in any case be dispatched to you until your payment for them Goods has been made and cleared in full. If Goods are dispatched to you or received by you prior to payment being made and received in full by us, you agree that the Goods are held by you on trust for us and you will not deal with or dispose of them without our prior written consent.

Change of Mind Returns

In addition to your rights under the Australian Consumer Law, we accept returns on new, unused items within 7 days of purchase if you’ve changed your mind.

To be eligible for a change of mind return:

• Items must be returned in their original condition and packaging.

• The return request must be made within 7 days of purchase with proof of purchase.

We offer a refund or exchange, subject to the following conditions:

• Items can be returned in-store or by mail.

• Return postage is at customer’s cost for change of mind returns.

• Return labels are available for download through our support team.

• A 15% restocking fee applies to all change of mind returns.

• Refunds are processed within 2 business days of receiving the returned item.

Service Policy

Our Commitment

3DCentral supports all customers under the Australian Consumer Law (ACL). We ensure
every 3D printer meets the required quality and performance standards. If a unit is returned for assessment, it will be carefully tested to determine if a genuine manufacturing fault exists.

No Fault Found

If, after testing and basic maintenance, the 3D printer is found to be fully functional and performing as intended, the result will be recorded as “No Fault Found”, which will result in a standard service fee.

Service Fees

Where no manufacturing fault is found, a diagnostic and handling fee may apply to cover testing and administration costs. This fee does not apply when a genuine manufacturing fault is identified under warranty.

Modifications

Warranty may be void if the printer has been altered or fitted with unauthorised third-party parts (e.g. hotends, firmware, or extruders not approved by the manufacturer).

More information

For more information regarding Consumer Guarantees, Your Rights and the Australian Consumer Law visit the Australian Competition & Consumer Commission (ACCC) website: http://www.accc.gov.au/consumers/consumer-rights-guarantees