Warranty Policy
General Policy
All equipment and hardware products purchased from Puzzlebox 3D (Gabigroup Inc.) are warranted to be free from defects in material and workmanship under normal use for the specified warranty period starting from the date of purchase.
Keep your purchase receipt, invoice, and other relevant paperwork as proof of purchase for future service inquiries. This will help us provide fast and efficient service for any warranty claims. Only purchase receipts issued by Puzzlebox 3D or Gabigroup Inc. are valid for warranty claims. While we maintain a record of serial numbers, customers are advised to still provide proof of purchase when claiming warranty and services.
Repairs and support are covered under the service warranty period, but transport costs are excluded. The service warranty includes phone, online, and email support. Consumable parts are not covered; refer to the section below for a list of these parts.
How to Obtain Warranty Service
Your unit and its components are fully warranted by Puzzlebox 3D (Gabigroup Inc.) against defects under each product’s warranty guide from the date of purchase. If you experience problems with your product, you may:
Under Standard Warranty:
All products purchased are under the Standard Warranty (default) unless proof of purchase for a premium (pro) warranty plan is provided. Standard Warranty terms follow the duration of the warranty period based on the product model/brand.
- Contact Puzzlebox 3D’s support team for remote support to diagnose issues. Customers should request assistance via phone or email, providing a detailed description of the product’s issues. Photos and/or videos are encouraged to help technicians diagnose and troubleshoot accurately. Support tickets can be opened at [email protected] or via the hotline +639190789536. Tickets are expected to be answered within 24-48 hours. Messages sent through non-official platforms may be missed.
- For issues within 7 days of purchase, customers can claim a full replacement following the return policy.
- Bring the faulty product to our service center for troubleshooting, replacement parts, or services. All shipping and transport costs are the customer’s responsibility. The customer must transport the product to Puzzlebox 3D’s premises. Puzzlebox 3D does not assume liability for shipping risks. The return of products, whether fixed or not, is also the customer’s responsibility.
- Warranty includes parts replacement within 90 days of purchase; after 90 days, only service warranty is provided.
Under Premium Warranty:
The Premium Warranty is a paid plan that enhances the service experience.
- All Standard Warranty options apply to Premium Warranty holders.
- Avail of Puzzlebox 3D’s on-site support services. Customers can open a support ticket at [email protected] or via the hotline +639190789536. On-site support is expected within 1-3 days.
- For issues requiring the product to be brought to the service center, Puzzlebox 3D covers all shipping and transport costs under the Premium Warranty. The return of such products, whether fixed or not, is covered by Puzzlebox 3D.
- The Premium Warranty includes parts replacement (for manufacturing defects) for the entire warranty period.
Limitation of Liability
To the fullest extent permitted by law, Puzzlebox 3D (Gabigroup Inc.) makes no other warranties or representations about the product. This includes any implied warranties of merchantability or fitness for a particular purpose. Gabigroup Inc. is not liable for any damages resulting from the use or inability to use the product, including incidental, special, or consequential damages, or for any breach of warranty.
This limited warranty is exclusive to the original purchaser and does not extend to others. If any part of this warranty is deemed illegal or unenforceable, the remainder of the warranty remains in effect. This warranty does not affect your statutory consumer rights.
Warranty of Parts Replaced (Backjob)
Products that have undergone repair or part replacement are further warranted for 30 days from the date of initial repair. Any additional repairs or replacements will be performed at no additional cost. The assessment and decision for backjob services are solely at the discretion of Puzzlebox 3D’s technical team.
What Is Not Covered Under Warranty?
- Physical defects such as damages to screws, casing, and cosmetic issues.
- Damage from operating the product outside the manufacturer’s guidelines.
- Modified products to alter functionality.
- Tampered serial numbers or product labels.
- Acts of God, such as accidents, abuse, misuse, natural disasters, etc.
- Normal wear and tear, corrosion, rusting, or stains.
- Defects or damage from unauthorized testing, operation, or maintenance.
- Claims for damaged or missing parts after 15 days from purchase.
Consumable Parts Not Covered Under Warranty:
“Consumables” are parts that deteriorate during normal operation. This includes, but is not limited to:
- Complete hotend assembly and parts
- Extruder gear assembly
- Build plates and related items
- PTFE tube and connectors
- Power supply units
- AMS support shaft assemblies and related parts
- Filament cutters, scrapers, filament wipers, activated carbon air filters, desiccants, filaments, etc.
- Resin tanks, build platforms, VAT films, print heads, resins, filaments, powders, laser tubes, optics, drill bits, heater cores, and similar accessories.