Warranty Policy

PUZZLEBOX 3D LIMITED WARRANTY POLICY

Puzzlebox 3D (Gabigroup Inc.) (“Puzzlebox”, “we”, “us”, “our”) warrants that all Puzzlebox 3D’s equipment and hardware (“Products”) are free from defects in materials and workmanship under normal use during the applicable Warranty Period defined below.

This Warranty applies only to the original purchaser of the Product and only for Products purchased directly from Puzzlebox 3D, Gabigroup Inc.

Warranty Coverage

1.1 Hardware Warranty – 12 Months (Parts Replacement – 6 Months / Service Warranty – 12 months)

Puzzlebox warrants that primary hardware components will function as intended for twelve (12) months from the date of purchase.

Covered hardware includes:

  • Mainboard and control electronics
  • Stepper motors
  • Power supply unit
  • Touchscreen/display modules
  • Sensors, wiring harnesses, PCB components
  • Essential components (parts identified as discretion of Technical Team Manager)

1.2 Wear-sensitive or operational-stress components are covered for six (6) months, including:

  • Extruder assemblies
  • Build plates and heated beds (non-consumable elements)
  • Linear rods, rails, and belts
  • Standard cables and connectors

1.3 Service Warranty – 12 Months

All Products include 12 months of service coverage, including:

  • Phone, email, and online support
  • Troubleshooting guidance
  • Diagnostics and repair evaluation
  • Bench repair services at Puzzlebox 3D Service Center

1.4 Consumables – Not Covered

Consumables naturally deteriorate during normal use and are not covered under any warranty plan (see Appendix A).

  • Hotend assemblies
  • Cooling fans
  • Filament, resins, or material supplies
  • Nozzles
  • Adhesives or coatings
  • Print beds
  • User-replaceable wear items outside the 6-month scope

 1.5 Puzzlebox 3D’s 7-day replacement guarantee

A 7-Day guaranteed replacement warranty is enforced across all qualified products under Puzzlebox 3D. If customer receives a defective product, and is reported to Puzzlebox 3D support within 7-days, Puzzlebox 3D will seek to replace the product entirely.

2. Warranty Eligibility

To obtain warranty service, customers may present:

  • Valid proof of purchase
  • Product serial number (tampering voids warranty)

Puzzlebox maintains internal serial records; however, customers must still provide proof of purchase for all warranty claims.

Warranty is non-transferable and applies only to the original purchaser.

 

3. Warranty Support Process

To request service under the Standard Warranty:

  1. Contact Puzzlebox 3D Support:

 

  1. Support Hours: 8:00 AM – 5:00 PM (Weekdays)
    • Tickets answered within 24 hours
    • Messages sent through non-official platforms (FB, marketplaces, etc.) may be missed

 

  1. Customers must provide:
    • Proof of purchase
    • Serial number
    • Photos/videos of the issue
    • Description of problem

 

  1. Puzzlebox 3D will diagnose and determine if the issue qualifies under warranty.

4. Transport, Shipping & Service Center Policy

4.1 Standard Warranty

  • For 7-day replacement cases:
    ✔ Puzzlebox 3D covers shipping + return transport.
  • For cases beyond 7 days:
    ❌ Shipping + transport costs are the customer’s responsibility.
    Customers must bring or ship the Product to the Puzzlebox 3D Service Center.

Puzzlebox is not liable for transportation risks. Customers are responsible for proper packaging during shipment.

5. Standard Warranty Coverage Table

All products come with STANDARD WARRANTY unless expressly specified in order details.

Coverage Type Within 7 Days Within 180 Days Beyond 180 Days
Replacement Warranty ✅ ❌ ❌
Parts Warranty ✅ ✅ ❌
Service Warranty ✅ ✅ ✅
Transport Costs ✔ Covered by Puzzlebox ❌ Customer pays ❌ Customer pays
On-Site Service ❌ PSP only ❌ PSP only ❌ PSP only

5.1 Optional On-Site Service

Under the Standard Warranty, Puzzlebox 3D may provide optional on-site service visits for troubleshooting, calibration, inspection, or repair.

  • On-site service is PAID service and is not free under Standard Warranty
  • Customer must settle the on-site service fee before the visit.
  • Visits are charged per on-site session at Puzzlebox 3D’s official service rate
  • Scheduling is subject to technician availability and geographic coverage
  • On-site service is only available to direct Puzzlebox 3D customers
  • Puzzlebox 3D does NOT provide on-site service to customers who purchased from Resellers

On-Site Service Does NOT Include:

  • Free replacement of consumables
  • Free replacement of parts beyond warranty
  • Repeat/Backjob visits (only available for PSP)
  • Each visit is charged separately

6. Pro-Service Plan (PSP) — Premium Extended Warranty & SLA

Puzzlebox 3D offers an optional Pro-Service Plan (PSP), a paid premium service that enhances warranty coverage, extends lifespan, and provides on-site technician services.

PSP Benefits

  1. Extended Warranty
    • Extends hardware and parts coverage beyond the standard period
    • All defective parts replaced during coverage
  2. Transport and Shipping Costs Covered
    • Puzzlebox 3D covers transport both ways for repair or inspection
  3. On-Site Service Visits
    • Eligible for on-site service requests
    • Visit count is based on quoted PSP plan
    • Inclusion of Period Maintenance plan (Quarterly or Bi-Annual with consumable parts replacement as quoted)
  4. Priority Support
    • Faster response times
    • Priority parts allocation

 

Pro Service Plan Coverage Table

Coverage Type Within 7-days Within 180-days Over 180 days+
Replacement Warranty ✅ ❌ ❌
Parts Warranty ✅ ✅ ✅
Service Warranty ✅ ✅ ✅
Transport Costs ✔ Covered by Puzzlebox ✔ Covered by Puzzlebox ✔ Covered by Puzzlebox
On-Site Service ✔ PSP only ✔ PSP only ✔ PSP only

PSP is renewable yearly and pricing varies by product class.

7. Remedies

If a Product is determined to be defective under warranty, Puzzlebox may, at its discretion:

  • Repair the Product using new or refurbished parts
  • Replace the Product with an equivalent model
  • Replace only the defective component
  • Provide technical adjustments or calibration

All repaired or replaced parts are covered for the remainder of the original warranty period or 30 days, whichever is longer.

 

8. Backjob Warranty (Post-Repair Guarantee)

Products repaired by Puzzlebox receive a 30-day post-repair warranty covering:

  • Issues directly related to the original repair
  • Replacement of defective parts related to the repair

Determination and eligibility for backjob repairs are at Puzzlebox’s discretion.

 

9. What is NOT Covered Under Warranty

Warranty does NOT cover:

  1. Physical damage (cracks, dents, broken screws, cracked casing, cosmetic damage)
  2. Damage from misuse, abuse, drops, or accidents
  3. Operation outside manufacturer specifications
  4. Modifications, tampering, overclocking, or custom firmware
  5. Tampered/removed serial numbers or product labels
  6. Acts of God (fire, flood, lightning, natural disasters)
  7. Rust, corrosion, mold, environmental damage
  8. Damage from unauthorized repairs or third-party service centers
  9. Use of unapproved filament/resin leading to damage
  10. Missing/damaged parts reported beyond 15 days from purchase
  11. Transportation or shipping damage caused by improper packaging
  12. Damage due to insects, pests, humidity, or unsuitable storage environments

 

10. Limitation of Liability

To the maximum extent permitted by law:

  • Puzzlebox is not liable for incidental, indirect, or consequential damages
  • Liability is limited to the original purchase price of the Product
  • Puzzlebox does not guarantee uninterrupted or error-free operation
  • No other warranties (express or implied) apply beyond this document

This Warranty does not affect statutory consumer rights.

 

11. Governing Law

This Warranty is governed by the laws of the jurisdiction in which Puzzlebox 3D (Gabigroup Inc.) operates. Any disputes shall be resolved through binding arbitration or mediation unless prohibited by local law.

 

Appendix A — Consumable Parts (Not Covered Under Warranty)

Consumables naturally degrade over time and are excluded from warranty coverage. These include, but are not limited to:

Hotend & Extrusion System

  • Complete hotend assemblies
  • Nozzles
  • PTFE tubes and connectors
  • Heater cores

Build System

  • Build plates, PEI sheets, adhesion surfaces
  • VAT films, resin tanks, FEP sheets
  • Print beds’ surface coatings

Filtration & Air System

  • Activated carbon filters
  • HEPA filters
  • Desiccant packs
  • Cooling fans

Motion & Mechanics

  • Belts
  • Bearings
  • Shafts

Material & Accessories

  • Resin, filament, powders
  • Filament wipers, cutters, scrapers
  • Drill bits, optics, laser tubes

Other Consumables

  • Light sources (LCD/UV modules for resin printers) depending on model
  • Small accessory tools included in kits

 

Puzzlebox Filaments, Resins Warranty Policy

Filaments, Resins, Powders and replacement parts are classified as consumable materials and therefore are not covered under standard product warranty. However, Puzzlebox offers a Defective on Arrival (DOA) Filament Guarantee.

 

DOA Replacement Window

  • Customers can claim warranty replacement up to 30 days from date of purchase.
  1. Eligible Defects

Filament is eligible for replacement if the following are found upon opening:

  • Severe moisture damage
  • Brittle filament out of the box
  • Cross-winding/tangled spool
  • Incorrect diameter outside tolerance
  • Foreign material contamination
  • Warped or cracked spool
  • Incorrect color or mislabeled material

Puzzlebox 3D may request photos, videos, or lot numbers to verify the defect.

 

Non-Eligible Conditions

Filament is not covered if:

  • Already partially used
  • Stored improperly (humidity, heat, sunlight)
  • Snapping due to age/humidity exposure
  • Printer issues caused the failure
  • Color variation due to different batches
  • No proof of defect is provided
  • Filament was over-dried, baked, or altered

 

Replacement Conditions

  • Only unused or slightly used spools qualify
  • Puzzlebox 3D may required return defective filament material for verification
  • Replacement or store credit is issued at Puzzlebox 3D’s discretion
  • Return shipping is the customer’s responsibility