Return, Exchange and Refund Policy

We understand that a purchase may sometimes no longer meet your needs.

fila3D may accept a return due to a change of mind within 5 days of receiving the product, subject to the following conditions:

• The product must be new, unused and uninstalled.
• It must be in its original, unopened packaging and in perfect condition.
• All accessories, documentation and components must be included.
• Prior return authorization must be obtained from fila3D.

Restocking fees of up to 15% of the product’s value may apply. These fees must be disclosed to the customer at the time of purchase.

Return shipping costs resulting from a change of mind are entirely the customer’s responsibility.

When a voluntary return is accepted, a store credit is normally issued to the customer’s account. A refund may be granted if a specific arrangement has been previously agreed upon with fila3D.

This voluntary return policy does not limit any cancellation or refund rights provided by law.

3D Printers and Electronic Products

• Printers that have been opened or used.
• Electronic components that have been installed or used.
• Printheads, nozzles, motors, belts and other consumable parts that have been used or installed.

Filaments and Materials

• Filament spools with opened packaging.
• Partially or fully used filament.

Other Products

• Clearance items or products identified as final sale.
• Products sold at final clearance prices.
• Gift cards.
• Customized or made-to-order products.
• Products specially ordered for a customer, when this condition has been agreed upon.

Important: These exclusions apply to changes of mind. They do not eliminate legal warranties or remedies applicable to defective or non-compliant products or products with hidden defects.

Would you like to reserve a printer or equipment that is not immediately available?

A $100 deposit is required to confirm the reservation of a 3D printer or equipment valued at more than $350.

This deposit allows us to reserve the product and prioritize the order.

The deposit is normally non-refundable if the customer voluntarily cancels the reservation, subject to rights provided by applicable laws.

The deposit may be refunded in the following situations:

• The waiting period for the reserved merchandise exceeds 3 months.
• A specific written agreement is reached between fila3D and the customer.
• An applicable legal provision grants the right to cancellation and a refund.

Deposit conditions are communicated to the customer before the reservation is confirmed.

If your order arrives damaged, we encourage you to contact us ideally within 48 hours of receipt.

To help us process your request quickly, please provide:

• Your order number.
• A description of the damage.
• Photos of the product.
• Photos of the outer packaging and internal protective materials.
• Photos of the shipping label.

Please keep the packaging until our team confirms that it can be discarded.

The 48-hour period helps us coordinate with the carrier but does not limit consumer rights under the law.

Did you receive the wrong item, or does a product not match your order?

Please contact us as soon as possible, ideally within 5 days of receipt, to help us process your request efficiently.

If the error was made by fila3D, we will take the necessary steps to correct the situation at no cost to the customer when required by law or by our obligations.

This reporting period does not eliminate any legal rights.

Products sold by fila3D are covered by the legal warranties provided under applicable Quebec laws.

These warranties apply automatically, at no additional cost, and independently of any warranty offered by the manufacturer.

In particular, a product must:

• Be suitable for its intended normal use.
• Remain usable for a reasonable period, considering its nature, price and conditions of use.
• Match its description and the representations made at the time of sale.
• Be free from hidden defects.

When a product has a defect or problem covered by an applicable warranty, a repair, replacement, refund or other appropriate remedy may be provided depending on the circumstances.

A defective product is not automatically considered a final sale, even if its packaging has been opened or the product has been used.

Bambu Lab printers sold by fila3D are covered by the manufacturer’s warranty, according to the terms applicable to the model and components concerned.

The Bambu Lab commercial warranty generally ranges from one to two years for several components, although certain parts and equipment may be subject to specific conditions.

The manufacturer’s warranty may cover certain manufacturing or material defects that occur during normal use.

It may include exclusions relating to:

• Damage caused by misuse.
• Accidents or impacts.
• Certain unauthorized modifications.
• The use of components or firmware that do not comply with warranty conditions.
• Normal wear and tear of consumable parts.
• Damage caused by improper maintenance.

fila3D assists customers with warranty claims for Bambu Lab printers purchased from our company.

When necessary, our team coordinates the claim with the manufacturer to determine the appropriate course of action.

Certain diagnostic, repair, labour or replacement costs may not be covered by the manufacturer’s commercial warranty. The customer will be informed before any billable work is performed.

These conditions do not limit the legal warranties applicable in Quebec.

For more information, please consult the Bambu Lab Warranty Policy.

fila3D also offers diagnostic and repair services for 3D printers.

A diagnostic assessment may be required to identify the cause of a problem and determine the work needed.

A minimum of 30 minutes of labour may be charged for diagnostics or services not covered by an applicable warranty. The fees are communicated to the customer before the service is performed.

When a repair is recommended, an estimate is provided to the customer in accordance with applicable requirements. Any additional work requiring authorization will not be performed without that authorization.

Parts availability, particularly for components supplied by Bambu Lab, may affect repair times.

Detailed terms concerning diagnostics, repairs, authorizations and repair warranties are outlined in our 3D Printer Repair and Intake Form.

Repairs are covered by applicable legal warranties.

Before returning a product, please complete our Return, Exchange, Refund or Credit Request Form (RMA).

This process allows our team to review your request and provide the appropriate instructions.

Step 1 — Complete the Form

Complete the RMA form available at the bottom of this page.

Step 2 — Provide the Required Information

Please include:

• Your name and contact information.
• Your order number.
• The date of purchase.
• The reason for your request.
• Photos or videos, when necessary.

Step 3 — Wait for Instructions

Our team will review your request and provide the appropriate instructions, including the address to use if a physical return is required.

Step 4 — Return the Product

Once a return has been authorized, ship the product according to the instructions provided.

For voluntary returns, the product must normally be complete, unused and in its original packaging.

For issues covered by a legal warranty, the applicable return and service conditions are determined according to that warranty.

Using the RMA form helps streamline the processing of your request but does not limit any legal remedies that may otherwise be exercised.

For a change of mind: Return shipping costs are the customer’s responsibility.

Printer returns due to a change of mind may be subject to a restocking fee of 15% of the printer’s value, which will be clearly indicated at the time of purchase.

For a defective product or an error made by fila3D: Return and service costs are determined according to the applicable warranties and obligations. When a repair or replacement must be provided free of charge under the law, the customer must not be charged fees that are inconsistent with that obligation.

When a voluntary return is accepted under our commercial return policy, a store credit is normally issued to the customer’s account.

A refund may also be granted when a specific arrangement has been made with fila3D.

When a refund is required by law, fila3D will issue the refund in accordance with applicable legal requirements.

A store credit cannot replace a refund to which a consumer is legally entitled.

To protect our customers and our business, fila3D may conduct verifications when a transaction presents reasonable indications of fraud.

These verifications may include confirming billing, shipping or payment information.

fila3D may temporarily suspend the processing or shipment of an order while reasonably necessary verifications are carried out.

When an order must be cancelled due to confirmed fraud or another situation that legally justifies cancellation, any amounts collected will be handled in accordance with applicable laws and the payment provider’s rules.

Any collection of personal information during these verifications must be limited to what is necessary and carried out in accordance with our Privacy Policy.

This policy outlines the commercial terms offered by fila3D.

It is not intended to limit the rights and remedies provided under applicable laws, including:

• Legal warranties.
• Rights applicable to purchases made remotely.
• Remedies relating to defective or non-compliant products.
• Cancellation and refund rights provided by law.

If any provision of this policy is less favourable than a mandatory protection provided by law, the applicable legal protection shall prevail.

If you have any questions about this policy, please contact us:

fila3D (9434-6186 Québec inc.)
1522 Saint-Charles Boulevard
Drummondville, Quebec J2C 4Z5

Phone: 1-888-499-9299
Email: [email protected]