At Puzzlebox 3D, we are committed to providing top-tier 3D printing equipment, materials, and support. We adhere to the guidelines set by the Department of Trade and Industry (DTI) of the Philippines while making sure we go a step further to ensure a seamless and confident customer-first experience.
Please read this policy carefully before placing an order.
- Order Cancellations
We process orders quickly to ensure timely delivery.
- Before Shipment: If you need to cancel your order, please contact us immediately at sales@puzzlebox3d.com or our hotline +639190664759. If the order has not yet been processed or handed over to our courier, we will cancel the order and issue a full refund.
- After Shipment: Once an order has been dispatched from our warehouse, it can no longer be canceled. You must receive the item and refer to our standard Return Policy below.
- Valid Grounds for Return
We accept returns under two distinct categories. Please identify which applies to your situation:
- Factory Defect / Error (The 7-Day Replacement Guarantee) Covered under our Warranty Policy, you may return an item within 7 calendar days of receipt if:
- Defective on Arrival (DOA): The product has a factory defect out of the box.
- Incorrect Item Shipped: You received a product or model different from what is stated on your official invoice.
- Incomplete Package: The item received is missing essential parts or accessories included in the original packaging.
*(Note: For Shipping of Factory defect/Error returns, please contact first our support team (support@puzzlebox3d.com), Puzzlebox 3D will be the one to arrange the shipping return. Refunds/Reimbursements will not be provided for a customer who executes their own shipping arrangement.)
- The 14-Day “Change of Mind” Guarantee (Unopened Items Only) We understand that sometimes plans change or you realize you need a different machine. You may return an item for a refund or exchange within 14 calendar days of receipt, strictly subject to the terms in Section 4 below.
- Processing a 7-Day DOA / Defective Return
If your item is defective out of the box or we shipped the wrong item:
- Shipping Costs: Puzzlebox 3D will cover the shipping and return transport costs*.
- Condition: The item must be returned in its original packaging, including all foams, manuals, tools, and accessories. Serial numbers on the machine must match the box and our records.
- Resolution: Once verified, we will issue a 1-to-1 Replacement.
*(Note: For Shipping of DOA/defective returns, please contact first our support team (support@puzzlebox3d.com), Puzzlebox 3D will be the one to arrange the shipping return. Refunds/Reimbursements will not be provided for a customer who executes their own shipping arrangement.)
- Terms for the 14-Day “Change of Mind” Return
To qualify for a Change of Mind return, the following strict conditions must be met:
- Condition of the Item: The item must be 100% factory sealed, unopened, and in its original condition. If factory tape, shrink wrap, anti-static bags, or security seals have been cut or tampered with, the return will be automatically rejected.
- Consumables: Filaments, resins, adhesives, and consumable nozzle/sheets etc. are strictly ineligible for Change of Mind returns if the vacuum seal or light-proof packaging has been punctured or opened.
- Shipping Responsibility: The customer is responsible for organizing the return courier and paying all associated return shipping costs. The customer also bears the risk of transit. We highly recommend insuring your return shipment.
- Non-Refundable Fees: The original shipping fee paid to deliver the item to you is non-refundable. Any payment gateway processing fees (if applicable) may also be deducted from the final refund amount.
- Inspection Period: Returned items are subject to a 2-3 business day inspection period upon arriving at our warehouse before a refund or store credit is approved.
What is NOT Eligible for Return under any circumstance:
- “Open-box” items that have been assembled, used, or modified, but the customer simply decided they no longer want it.
- Products damaged due to improper assembly, dropping, misuse, or use of unauthorized third-party parts.
- Refund Policy & Timelines
Refunds are processed for successfully canceled orders, approved Change of Mind returns, or DOA cases where a replacement unit is out of stock.
Once a refund is approved by our billing department, the processing time depends on your original payment method:
- E-Wallets (GCash/Maya) / Bank Transfers: 3 to 5 business days.
- Credit/Debit Cards: 7 to 15 banking days, depending on your card issuer’s clearing cycle.
- Non-Refundable Fees: The original fee paid to deliver the item to you is non-refundable. Any payment gateway processing fees (if applicable) may also be deducted from the final refund amount.
(Note: For Change of Mind returns, customers may opt for immediate Store Credit to seamlessly purchase a different machine or filament).
Specific Examples to Help You Navigate
- Example A (The Wrong Order): “I accidentally ordered 1.75mm PLA filament, but my printer uses 2.85mm. I just received the package, and the vacuum seals are still intact. It’s been 10 days.”
- Resolution: Since it is within 14 days and completely unopened, this qualifies for a Change of Mind return! We will gladly exchange it or refund it. However, you will be responsible for shipping the item back to us.
- Example B (The Defective Machine): “I unboxed my new 3D printer yesterday, turned it on, and the touchscreen is completely blank and unresponsive.”
- Resolution: Contact us immediately at support@puzzlebox3d.com with a video of the issue. Once diagnosed as a factory defect (DOA), we will arrange to pick up the defective unit at our expense and ship you a brand-new replacement immediately.
- Example C (The “Used” Change of Mind): “I bought a resin 3D printer last week. I opened it, set it up, and did one test print, but I didn’t realize how much ventilation it requires. Can I get a refund?”
- Resolution: No. Because the machine has been opened and used, it is no longer factory sealed and cannot be resold as new. This does not qualify for our 14-Day Change of Mind policy.
Frequently Asked Questions (FAQs)
Q: Do I need the original box to claim a return or replacement? A: Yes. Whether it is a DOA replacement or a Change of Mind return, the original box and packing materials are strictly required. Please keep your box!
Q: What happens if my printer breaks on Day 15? Can I still return it? A: After the 7-day DOA window, the machine transitions into our 12-Month Hardware & Service Warranty. We will not replace the entire machine or offer a refund, but our Service Center will diagnose, repair, and replace the defective parts.
Q: I received a spool of filament, and when I opened the sealed bag, the filament was tangled and brittle. Can I return it? A: Yes! While standard consumables aren’t warrantied against normal use, we have a DOA Filament Guarantee. If the filament is defective out of the box (tangled, bad diameter, brittle), report it to us within 30 days of purchase for a replacement. You may refer to our complete Warranty policy here
Q: How do I initiate a return? A: Please email support@puzzlebox3d.com or message our Viber Hotline at +09190789536. Include your Order Number, Serial Number, and photos/videos of the item (showing intact seals for a Change of Mind, or showing the defect for a DOA claim). Our technicians will respond within 24 hours to guide you through the next steps.