RETURNS & REFUNDS

The short version

We do not accept returns or exchanges for change of mind. Everything we sell is either made to order for you specifically, or is sealed hardware supplied through the manufacturer's authorised channel — in both cases we cannot resell a returned item as new.

What we do cover: you can cancel an order yourself before we start work, and anything that arrives damaged, incomplete or faulty will be put right — see Our guarantee. Printers carry the manufacturer's warranty, serviced by Bambu Lab.

None of this affects your statutory rights — see Your rights under Singapore law.

Our guarantee

Wrong or defective print → free reprint. Report it from your order page within 30 days of collection or delivery, and we reprint it at no cost — or refund you if a reprint will not put it right.

Use the Report a problem button on your order page: choose what went wrong, tell us in a sentence, and attach a photo if you can. It reaches us immediately and you get a written answer on that same page, so nothing depends on an email finding the right inbox.

This is the same commitment as the complimentary reprints in our Terms of Service — up to 2 free reprints per order for reasonable adjustments, after which further reprints are charged at 50% of the normal printing price. It covers prints that are wrong. It does not cover the cosmetic characteristics inherent to FDM printing, or a part that printed exactly as modelled from a design you supplied — see Custom and made-to-order items.

Cancelling an order

You can cancel an order at no cost for as long as it is still awaiting payment. Your order page — the tracking link emailed to you when you ordered — shows a Cancel button beside the PayNow code once your price is confirmed. If you do not see one, email us and we will cancel it for you; the cut-off is whether payment has been received, not whether a button happens to be on screen.

Once payment has been received we begin work: printing starts, or hardware is ordered in for you. From that point an order can no longer be cancelled from the order page. Contact us as soon as you can if something has changed — if we have not yet started printing or committed to a hardware order, we will usually be able to help, but we cannot promise it.

Custom and made-to-order items

Every printed item — quoted prints, lithophanes, nameplates and anything else produced from your file or your specification — is manufactured for your order alone. It has no resale value to anyone else, so these items cannot be returned or refunded for change of mind once production has begun.

This does not apply to a print that is wrong. If your item has a significant manufacturing defect, or does not match what you ordered, tell us within 30 days of receiving or collecting it with photos or video of the problem, and we will provide an appropriate remedy — a reprint, a repair or a refund, as fits the case. That is the same window as Our guarantee above, and the fastest way to use it is the Report a problem button on your order page.

Two things that are not manufacturing defects: minor cosmetic characteristics inherent to FDM 3D printing, such as visible layer lines, faint seams or slight colour variation between batches; and problems that follow from the design you supplied, such as a part that prints exactly as modelled but does not fit. We will always flag a design risk we can see before printing, but we print what you send.

Printers and hardware

Printers are sold new and sealed, sourced through Convergent, an authorised Bambu Lab reseller in Singapore. Buying through the authorised channel is what makes the manufacturer's warranty valid on your unit.

We do not accept change-of-mind returns on printers or hardware accessories. We are not the manufacturer and we do not hold returnable stock: a unit dispatched to you cannot be returned to the authorised channel and cannot honestly be sold to anyone else as new. Please read the specifications on the product listing, and ask us anything before you buy — we run these machines commercially every day and we would rather talk you out of the wrong printer than sell you one.

Faults are a different matter and are covered below.

Damaged or faulty on arrival

This section is about printers and hardware. Printed items are covered for 30 days by Our guarantee; the shorter window below exists because a courier or dead-on-arrival claim has to be raised with the carrier and the authorised channel quickly, not because we care less.

Inspect your unit when it reaches you. If it has arrived damaged in transit, is missing from the box, or does not power on or operate correctly out of the box, contact us within 48 hours of receiving or collecting it, with photos or video of the issue and of the packaging.

Telling us within that window is what lets us make a transit-damage or dead-on-arrival claim through the courier and the authorised channel, which is almost always the fastest route to a replacement. Report it later than that and we will still help, but the claim may have to go through the ordinary warranty process instead.

Warranty service

Printers carry the manufacturer's warranty as published by Bambu Lab and as stated on the product listing. Warranty service is provided by the manufacturer and the authorised channel, not by ZeroCore:

• Bambu Lab support is the first and fastest route. Bambu Lab operates its own support and RMA process and can diagnose most issues remotely, often resolving them without the machine going anywhere. Contact them directly with your serial number.
• Convergent, the authorised reseller the unit was supplied through, handles claims that need the hardware returned. Units must be returned to them rather than to us — we are not an authorised service centre and cannot repair or replace a printer ourselves.

Keep your original packaging if you can. Most hardware claims require the unit to be shipped in its original box, and a claim is a great deal easier with it.

If you are getting nowhere, tell us. We will help you chase it, supply the proof of purchase and supply details the claim needs, and take it up with the authorised channel on your behalf. We would rather hear from you than have you stuck.

How refunds are made

Where a refund is due, it is paid to the same PayNow account the order was paid from, unless we agree otherwise with you. We will normally process it within 14 business days of agreeing the refund. We do not issue store credit in place of a refund unless you ask for it.

A refund covers what you paid for the item. Where an order is refunded in full because it was faulty, wrong or never delivered, that includes the delivery charge you paid.

Your rights under Singapore law

Nothing in this policy limits or replaces your rights under the Consumer Protection (Fair Trading) Act and the Sale of Goods Act. Goods sold to you must match their description, be of satisfactory quality and be fit for purpose.

If goods do not conform to the contract, you have the right to ask for a repair or replacement and, where that is not possible or not done within a reasonable time, a price reduction or a refund. Where a defect appears within six months of delivery, it is presumed to have been there at delivery unless shown otherwise.

These are rights against ZeroCore as the seller. Directing you to Bambu Lab or to the authorised reseller for warranty service is about getting your machine fixed by the people equipped to fix it — it does not remove our obligations to you, and you are entitled to raise a non-conformity with us directly at any point.

Singapore law does not give a general cooling-off period for online purchases. The cancellation right described above is one we offer, not a statutory one.

Contact

For anything on this page — a cancellation, a damaged delivery, a fault, or a refund — contact us at [email protected] with your order number. The more detail you can give us up front, photos especially, the faster we can sort it out.

This policy sits alongside our Terms of Service, which govern orders generally. We may update this policy; the version that applies to your order is the one published when you placed it.