After-sales service

After-sales service

About the 30-day return policy:

If you need to get the return information, please contact us within 30 days after receipt.

For the Return request, please read the following information:

1. If the printer cannot be opened, or damaged when delivered, or we the goods/products we are inconsistent, you can submit a return/refund request within 30 days.
2. About our 3D printer products, we provide a 1-year warranty for all major parts including the motherboard, motor, screen display and heated bed. Gifts, accessories and vulnerable parts are not covered the warranty.

Please kindly contact our customer service in advance for any return request for damage. 

If it’s not the printer itself problem, we will not undertake the shipping costs. And if the machine need to return to China, we also will not bear the tax fee that may occur.

3. Except for logistics reasons, if the you don’t want the product, directly rejects the package, or returns for personal reasons after delivery (must be in a new state), you may need to bear the express fee sent by the seller and the cost of the package return.

Warm Tips:

Before returning the product, please provide the picture of the products for us.

Once the return request is approved, it may take 25 days for us to receive the product and process the refund after you ship the product back to us.

What Will TronHoo3D Do

If you have any problem with our product, please contact us on Facebook or by email, TronHoo3D will diagnose the issue and reply you as soon as possible.

We will help you solve the problem by guiding you to update the hardware, provide technique support or replace the the accessory parts.

The warranty of the machine remains unchanged.

Accessories: motherboard, nozzle Kit, heated bed board, display, PCB board, enjoy 30-day  Warranty (Standard 30 Day Warranty)

Note: Hot Bed Stickers, nozzles, magnetic bed and other consumables are not covered by the warranty if they are not caused by machine failure

* Warranty period may vary according to local laws and regulations.

The use of personal contact information

By obtaining after sales service under this policy, you authorize TronHoo to store your personal information including name, phone number, shipping address and email address. We will protect the security of your information.


TronHoo guarantees that refund, replace and warranty repair can be requested if subject to the following conditions:

Shipping costs must be covered by buyer in the following situations:

● Returning products for any reason other than a proven defect.

● Buyer’s accidental returns.

● Returning personal items.

● Returning items claimed to have defects but found by TronHoo QC to be in working condition.

● Returning defective items in international shipping.

● Costs associated with unauthorized returns (any returns made outside of the approved warranty process).  

What to Do Before Obtaining After-Sales Service

  1. Buyer must provide sufficient proof of purchase. 
  2. TronHoo must document what happens when buyers troubleshoot the product.
  3. The defective item’s serial number and/or visible proof depicting the defect are required.
  4. It may be necessary to return an item for quality inspection.

Valid proof of purchase:

Order number from online purchases made through TronHoo Official store

Warranty Period

From the date of purchase, the warranty period for the machine is one year. Lifelong free online support for all models. Accessories, gifts, and vulnerable parts are not included in the range of the warranty.

What is covered

If there have any defects or quality problem with the machine you got from us, we will process the warranty after you provide any relating information, including but not limited to:

1. The order number of your purchase and the date you received it.

2. The detailed problems of your machine.

3. Please kindly provide some photos and videos about the problem.

What is not covered

Trohoo does not guarantee the service as a result of:

1. The warranty period of the machine you bought has expired.

2. The product you got didn’t purchase from us.

3. The machine damage caused by artificially misuse or abuse.  

4. Normal wear of accessories or vulnerable parts for use as a nozzle module.

5. Malfunction is caused by personal retrofitting to the machine.

6. The machine damage caused by force majeure (such as fire, earthquake, thunder, flood, etc).

7. If there is any doubt, please contact TronHoo Service for clarification.

How to get service

You could contact us via email: or by calling: 0755-27908975-846 Monday through Sunday (AM 9: 00—PM 6: 00,Beijing Time Zone) for any assistance with the product.

Note: For the above after-sales service terms, the final interpretation right belongs to TronHoo Headquarters, if you have any questions, please contact us according to the above contact information.