Return & Refund Policy

Smith3D Sdn. Bhd. (202001016434)
Last updated: 26 February 2026

At Smith3D, we stand behind the quality of every product we sell. This Return & Refund Policy outlines the conditions under which products may be returned, repaired, replaced, or refunded. Our policy is designed to be fair to both our customers and our business, and complies with the Consumer Protection Act 1999 (Act 599). Your statutory rights as a consumer under Malaysian law are not affected by this policy.

1. Scope of This Policy

This policy applies to all products purchased directly from smith3d.com.

Marketplace purchases (Shopee, Lazada, TikTok Shop): Products purchased through these platforms are primarily governed by the respective platform’s return and refund policies. Please initiate returns through the platform you purchased from first. If the platform’s dispute resolution does not resolve your issue, you may contact Smith3D directly.

This policy covers the following situations:

  • Manufacturing defects
  • Dead-on-arrival (DOA) products
  • Items damaged during shipping
  • Items that are materially different from their product description

2. Conditions Eligible for Return or Remedy

2.1 — Dead on Arrival (DOA)

If your product does not function at all upon first use, or exhibits a critical hardware failure that prevents basic operation, it is classified as DOA. You must contact Smith3D promptly after discovery of the issue, and in any event within a reasonable period from delivery. DOA claims are assessed on a case-by-case basis.

2.2 — Manufacturing Defects

Products exhibiting defects attributable to manufacturing — such as faulty components, non-functional features, or defects not caused by user handling — may be eligible for remedy. Smith3D will assess each claim based on the nature and timing of the defect, the type of product, and the evidence provided.

2.3 — Damaged During Shipping

If your product arrives with physical damage to the product itself (not just the outer shipping box), you must report this to Smith3D as soon as possible after receiving the delivery. Please include clear photographs of: (a) the shipping box exterior, (b) the internal packaging, and (c) the damaged product. Failure to report shipping damage promptly may affect our ability to process a claim with the courier.

2.4 — Product Materially Different from Description

If the product you receive is materially different from the description on our Website — such as the wrong model, wrong specifications, or wrong colour variant — you are entitled to a remedy. Under Section 34 of the Consumer Protection Act 1999, goods supplied must correspond with their description.

3. What is NOT Eligible for Return or Refund

The following situations are not covered under this policy:

  • Normal wear and tear — degradation from regular use, including print bed surface wear, nozzle wear, PTFE tube degradation, and belt stretching, which are expected as part of normal 3D printer operation.
  • Cosmetic imperfections that do not affect functionality — minor scratches, paint variations, packaging marks, or surface blemishes that do not impair the product’s performance.
  • Damage caused by the customer — physical damage, liquid damage, electrical damage from incorrect power supply, or damage resulting from accidents, drops, or mishandling.
  • User modification or unauthorised repair — products that have been disassembled, modified, flashed with third-party firmware (where doing so causes the issue), or repaired by persons other than Smith3D or the manufacturer’s authorised service providers.
  • Opened consumables — filament spools, resin bottles, adhesives, lubricants, nozzles, and other consumable items that have been opened, used, or removed from sealed packaging. Due to the moisture-sensitive and chemical nature of these products, opened consumables cannot be resold. Exception: sealed consumables with verified manufacturing defects (e.g., severely tangled filament spool from factory, contaminated sealed resin).
  • Products without original packaging — items returned without original retail packaging, included accessories, manuals, and all components originally supplied.
  • Software or digital products once activated or downloaded.
  • Products purchased from unauthorised resellers claiming Smith3D warranty.

4. Return and Remedy Process

Step 1 — Contact Smith3D Support

Contact our support team via WhatsApp at 010-344 3128 or email at sales@smith3d.com. Please provide:

  • Your order number
  • The product name and model
  • A clear description of the issue
  • Photographs or video evidence demonstrating the problem

Important: Please do not ship any item back without first obtaining authorisation from Smith3D.

Step 2 — Assessment and Troubleshooting

Our technical team will assess your claim, which may include remote troubleshooting steps. Many 3D printer issues can be resolved through calibration, firmware updates, or component adjustments without needing to return the product. Smith3D reserves the right to request additional information, photographs, or video during the assessment process.

Step 3 — Determination of Remedy

Based on the assessment, Smith3D will determine the appropriate remedy. The available remedies, at Smith3D’s reasonable discretion and considering the nature of the issue, are:

(a) Repair — Smith3D will repair the product at no cost for confirmed manufacturing defects or DOA issues. Repair is the preferred first remedy for issues that can be remedied. Estimated repair timelines will be communicated when the repair is authorised.

(b) Replacement — If the product cannot be repaired within a reasonable time, or if the same defect recurs after repair, Smith3D may offer a replacement unit (same model, subject to stock availability).

(c) Refund — Where repair and replacement are not feasible, or where the failure is of a substantial character (e.g., the product would not have been purchased had the consumer known of the defect), a refund will be issued.

The remedy pathway follows this general priority: Repair → Replacement → Refund. For DOA products, replacement or refund may be offered directly at Smith3D’s discretion based on the severity of the failure.

Step 4 — Return Authorisation and Shipping

If a physical return is required, Smith3D will issue a Return Merchandise Authorisation (RMA) number. Products must be returned in their original packaging with all included accessories. The RMA number must be clearly marked on the outer shipping box.

Step 5 — Inspection and Resolution

Upon receiving the returned product, Smith3D’s technical team will inspect and test it. If the issue is confirmed as eligible under this policy, the agreed remedy will be processed.

If inspection reveals the issue is not covered (e.g., user damage, normal wear), the customer will be notified and given the option to:

  • Have the product returned at their cost, or
  • Engage Smith3D’s paid repair service at quoted rates

5. Return Shipping and Drop-Off

Customers are encouraged to bring the product to our Sungai Besi showroom for assessment. Walk-in returns allow our technical team to inspect and troubleshoot the product on the spot, which often results in faster resolution.

Smith3D Showroom
No.12, Ground Floor, Jalan Tasik Utama 7,
Medan Niaga Tasik Damai, Sungai Besi, 57000 Kuala Lumpur
Monday – Saturday, 10:00 AM – 6:00 PM MYT

For customers who are unable to visit in person, return shipping may be arranged by courier at the customer’s expense. Return shipping should be sent via a tracked courier service — Smith3D is not responsible for items lost or damaged during return transit if an untracked method is used.

In exceptional circumstances — such as a confirmed DOA on a large or heavy item, or where the issue is clearly attributable to Smith3D’s error — Smith3D may, at its sole discretion, arrange a courier pickup or reimburse reasonable return shipping costs.

Marketplace purchases (Shopee, Lazada, TikTok Shop): Return shipping for marketplace orders is handled according to the respective platform’s return shipping policies.

6. Refund Method and Timeline

Refunds will be processed to the original payment method used for the purchase.

  • Credit/debit card payments: Refund processing takes approximately 7–14 business days from the date the refund is approved, depending on the card issuer.
  • Online bank transfer (FPX): Refunds will be processed via bank transfer within 7–14 business days.
  • Marketplace purchases: Refunds for orders placed through Shopee, Lazada, or TikTok Shop are processed through the respective platform’s refund system and are subject to that platform’s timelines.

Refund amounts will reflect the price paid for the product. Original shipping charges are refundable only if the return is due to Smith3D’s error or a confirmed product defect. Partial refunds may be issued where only part of an order is affected.

7. Warranty and Manufacturer Support

Most products sold by Smith3D carry a manufacturer’s warranty as specified on the product page or included documentation. Warranty duration varies by brand and product type.

Smith3D facilitates warranty claims as the point of sale but is not the manufacturer. Some warranty claims may need to be processed directly with the manufacturer’s authorised service centre.

Warranty is void if:

  • The product has been modified beyond manufacturer specifications
  • Used with incompatible components or power supplies
  • Subjected to conditions outside the manufacturer’s stated operating environment
  • The serial number or warranty seal has been removed or tampered with

Paid repair services: Smith3D offers paid repair services for products that are outside of warranty or for issues not covered under warranty. Contact us for a repair assessment and quotation.

8. 3D Printing Services and Custom Orders

3D printing service orders (custom prints) are produced to customer specifications and are non-refundable once production has commenced, except where the finished product materially deviates from the agreed specifications or has clear manufacturing defects.

Customers will receive a preview or proof (where feasible) before production begins. Approval of the proof constitutes acceptance of the design.

Minor variations in colour, surface finish, and dimensional tolerance are inherent to FDM/SLA 3D printing processes and do not constitute defects.

9. Consumer Rights

Nothing in this policy limits or excludes any statutory right you have as a consumer under Malaysian law, including the Consumer Protection Act 1999. All goods supplied carry implied guarantees of acceptable quality under Section 32 of the Act.

10. Contact Us

To initiate a return or discuss a product issue, please contact us with your order number and evidence of the issue ready:

Smith3D Sdn. Bhd.
Company Registration No. 202001016434
No.12, Ground Floor, Jalan Tasik Utama 7,
Medan Niaga Tasik Damai, Sungai Besi,
57000 Kuala Lumpur, W.P. Kuala Lumpur, Malaysia

Email: sales@smith3d.com
Phone / WhatsApp: 010-344 3128
Business Hours: Monday – Saturday, 10:00 AM – 6:00 PM MYT