Return Policy
Return & Exchange
We hope you love your purchase! However, if you are not completely satisfied for any reason, you may return your ordered items from the Entina online store within 30 days of receipt. All returned items will be inspected upon arrival.
Order Cancellation
Cancellation by Customer
We accept order cancellations for paid orders that have not yet been shipped.
If the order is confirmed not shipped, a full refund will be issued.
If the order is confirmed already shipped, it cannot be canceled. You must follow the return process after receiving the product.
Unilateral Cancellation by Entina
We reserve the right to unilaterally cancel any order and issue a full refund to the original payment method under circumstances including, but not limited to: Exceeding purchase limits, or suspected payment fraud/improper use of coupons. We will notify you via email if your order is canceled.
Returns
Return Requirements & Resale Conditions:
To be eligible for a refund, the product must be returned with all included accessories and in its original packaging.
Unused Items: To receive a full refund (minus applicable fees), the item must be in its original, unopened, and unused condition.
Used Items (Depreciation Fee): If the printer has been operated (e.g., filament loaded or test print performed), the return may be rejected or subject to a 20% depreciation fee of the original purchase price. This is mandatory unless a manufacturing defect is proven.
Partial Refunds & Deductions: If the returned item is found to be used, damaged, or missing parts upon inspection, we reserve the right to deduct a portion of the refund amount to cover the loss in product value. We will notify you of the specific deduction amount based on the item's condition.
How to Initiate a Return:
All return requests must first be submitted to support@entina3d.com. Do not send items to any address without prior confirmation, as this may result in the loss of your package, for which you will be responsible.
Your return email must include:
1.Original invoice/order number.
2.Product Serial Number (if applicable).
3.Reason for return with evidence (photos, videos, or log files).
Shipping & Handling
Process: Once approved, our team will provide return instructions.
Packaging: You must use the original box and packaging materials to prevent transit damage.
Responsibility: Customers are fully responsible for all return shipping costs. If arranging your own shipping, a tracking number must be provided.
Non-refundable Fees: Original shipping fees, expedited shipping charges, and return shipping costs are non-refundable.
Special Considerations
Damaged, Defective, or Incorrect Items:
If you receive a product damaged in transit or incorrect, please return it within 30 days for a replacement.
Manufacturing Defect Definition:
A manufacturing defect refers to a functional failure identified upon receipt that is verified by our technical team (e.g., fails to power on, internal hardware damage, or system failure despite proper calibration). Claims must be submitted within 30 days of receipt. Issues caused by misuse or improper handling are excluded.
Refund
We will process your return within 5 business days of receipt and notify you of the approval or rejection.
If approved, the final refund will exclude:
1. Original shipping fees.
2.Return shipping fees (if provided by us).
3.Payment processing fees (non-recoverable fees from PayPal/Credit Card companies).
4.Applicable depreciation or partial refund deductions (as stated in Section 2).
Refunds will be issued to the original payment method within 1–2 business days (excluding holidays).