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Shipping and Returns

 

THIS AGREEMENT IS EFFECTIVE AS OF 1/1/2018.

 

Shipping

 

We currently offer domestic shipping to all 50 states in the USA with FedEx, UPS and U.S.P.S. We do ship to PO boxes but only with U.S.P.S. We use DHL Worldwide Express and U.S.P.S. International Express/Priority for international shipping unless otherwise instructed by the customer; please contact sale@xayav.com for any special instructions and arrangement. The price of shipping is not included in the advertised price of our products. Shipping rates are calculated based on your products, delivery option and the destination.

 

 

Delivery

 

We always try to ship items as soon as possible, yet shipment and delivery schedules may be impacted by regional and federal holidays. Given uncertainties in shipping, product availability, and circumstances outside our control (weather etc.) we cannot guarantee exact shipping dates. Estimated delivery dates are indicated for each product in the XAYAV Online store.


Once your order is verified and your credit is approved, you should receive an e-mail confirming your order shortly after completing your transaction. If you do not receive the e-mail, please check your spam or junk folder before contacting us. Tracking information will be emailed once the order's shipping information is generated. If you have any questions about the delivery of a specific item, please contact us at sale@xayav.com.


Once your order has been prepared for shipment or has shipped, we are unable to change the shipping address. Based on your products, Delivery option and shipping address during checkout, we may require a signature on the shipment/shipments. You should check with the shipping carrier about whether the shipment requires a signature upon receiving notification email from us. After the first delivery attempt, the carrier may make subsequent delivery attempts before returning the shipment to us. The customer is responsible for following the tracking information and contacting the carrier for detailed delivery information to ensure successful delivery. For international shipping, the importer (customer) is responsible for following the tracking information and contacting the shipping carrier and/or the custom to provide whatever information may be needed in the events of custom clearance.

 

 

Return Policy

 

We understand that sometimes your order won’t work out for you, and that’s not a problem. We accept returns for refunds or exchanges unless otherwise indicated in the description, subject to the following:

 

  • 30 Days

    You can return purchased items to us within 30 days of the date they were shipped to you. All refunds will be made in the form of the original payment. Items returned after 30 days will not be credited or returned back to the customer. See our Warranty Policy for warranty service and procedures.
     

  • Condition

    We gladly accept merchandise for return, provided it:
    •    Is in the same condition as you received it.
    •    Is  unused, undamaged, complete with all parts and accessories
    •    Is in its original packaging.
    •    Is accompanied by its original invoice.
    •    Is returned according to the time restrictions in the policies below.

       Note: Consumables, such as resin and FEP film, will not be accepted if packaging is opened or used. 

 

  • Return to Manufacturer Authorization (RMA)

    Before returning an item, contact us at support@xayav.com, to explain the reason for the return, the Serial Number and Service Tag Number, proof of purchase, the details of your original order, and whether you want a refund or an exchange. As appropriate, we will issue you an RMA number. You must ship the product back to us within 30 days of issuance of the RMA number or the RMA becomes void. We will respond to you within 3 business days of receipt of their returned product to verify details and status. We do not accept returned items for which an RMA has not been issued.

     

  • Return Shipping

    For all returns, you must pack the item according to our instructions to prevent damage in transit, as you will be responsible for any damage occurring in transit. Use a shipping service that allows you to track the package. You are responsible for paying all shipping and insurance costs for the return shipment.

     

  • Upon Receipt

    Once your return has been received and inspected, you will be notified by email. Products that are classified as a valid return will automatically trigger the refund process. Please note that items which are damaged as a result of use of inappropriate handling are not considered to be faulty, but as invalid returns. Under these circumstances, the return may be denied by us and deferred back to the client. We may charge a fee for missing or used accessories.

     

  • Restocking Fee

    For non-defective items, we may charge a restocking fee up to 15% of the original purchase price of each item returned. This fee will be deducted from your refund, or if you have requested an exchange, the fee will need to be received by us before the new item is shipped. In the cases of failed attempted delivery due to unreachable address and/or customer, we may decide not to refund the original shipping and handling fees.

     

  • Refund

    The refund will be processed to the credit/debit card or account originally used for payment. Refunds may take up to one billing cycle to appear on your bank or credit card statement, depending on your bank or credit card provider. Before contacting us, please check with your credit card company, bank, or other payment service.


     

Warranty

 

  • In General:

    The warranty period for any new unit starts from the registration date of the original order or the manufacture date if the registration has not been completed.

    The warranty period for any used unit, test unit, demo unit or refurbished unit starts from the original manufacture date.

    Replacement unit for all products will not extend the original warranty period. The warranty will expire after the original warranty period.
    For International customers, shipping for returned parts/products back to the US or shipping for replacement parts/products shipped from US, fees may apply.

    All  warranties below does not cover for PC hardware compatibility, PC performance, compatibility of operating system or its software.

    Printing accuracy, outcomes, results are not covered by any warranty in any circumstance.
     

 

  • For XAYAV MODEL V 3D Printer:

    XAYAV carries a limited 1-year warranty against defects in material or manufacturing from the date of original purchase. This warranty does not cover the FEP films, the LCD panel and the protective LCD glass as they are consumables. This warranty does not cover damage that may have resulted from normal wear.

    For warranty claims, please complete the product registration with a valid proof of purchase showing date of purchase, purchase price, and the seller from which the product was purchased at www.xayav.com/product-registration/ and file a warranty claim at www.xayav.com/support-request/. You MUST complete the product registration within 30 days from the date of delivery. For any other questions, please contact support@xayav.com.

    For parts that are easy to be repaired or replaced by the customer, XAYAV will provide all the parts, tools and technical instructions needed. If the warranty claim team determines that the product must be returned for repair or replacement, it MUST be returned at the purchaser’s expense with a valid proof of purchase showing date of purchase, purchase price, and the seller from which the product was purchased. No warranty will be honored without a valid proof of purchase. In all such events, the manufacturer agrees to repair or replace the defective parts, provided that the cost of such repairs or replacement shall never exceed the purchase price as paid.

    To prevent damage, returning the product in its original packing box is highly recommended. In all cases of damage during shipment for an order or repair, a claim must be filed with the shipping carrier by the purchaser, and not with XAYAV.

    This warranty is null and void if the product and/or its components therein have been damaged or tampered with by improper handling, use or unauthorized repair.

     

  • For XAYAV Wi-Fi BOX:

    XAYAV carries a limited 1-year warranty against defects in material or manufacturing from the date of original purchase.

    For warranty claims, please complete the product registration with a valid proof of purchase showing date of purchase, purchase price, and the seller from which the product was purchased at www.xayav.com/product-registration/ and file a warranty claim at www.xayav.com/support-request/. You MUST complete the product registration within 30 days from the date of delivery. For any other questions, please contact support@xayav.com.

    For parts that are easy to be repaired or replaced by the customer, XAYAV will provide all the parts, tools and technical instructions needed. If the warranty claim team determines that the product must be returned for repair or replacement, it MUST be returned at the purchaser’s expense with a valid proof of purchase showing date of purchase, purchase price, and the seller from which the product was purchased. No warranty will be honored without a valid proof of purchase. In all such events, the manufacturer agrees to repair or replace the defective parts, provided that the cost of such repairs or replacement shall never exceed the purchase price as paid.

    To prevent damage, returning the product in its original packing box is highly recommended. In all cases of damage during shipment for an order or repair, a claim must be filed with the shipping carrier by the purchaser, and not with XAYAV.

    This warranty is null and void if the product and/or its components therein have been damaged or tampered with by improper handling, use or unauthorized repair.

     

  • For MaskCreator:

    XAYAV carries a limited 90-days warranty against defects in material or manufacturing from the date of original purchase. This warranty does not cover the MaskCreator software, any digital design file and any optional Measuring Grid. This warranty does not cover damage that may have resulted from normal wear. This warranty does not cover the performance when used on 3D printers other than XAYAV MODEL V.

    For warranty claims, please complete the product registration with a valid proof of purchase showing date of purchase, purchase price, and the seller from which the product was purchased at www.xayav.com/product-registration and file a warranty claim at www.xayav.com/support-request. You MUST complete the product registration within 30 days from the date of delivery. For any other questions, please contact support@xayav.com.

    For parts that are easy to be repaired or replaced by the customer, XAYAV will provide all the parts, tools and technical instructions needed. If the warranty claim team determines that the product must be returned for repair or replacement, it MUST be returned at the purchaser’s expense with a valid proof of purchase showing date of purchase, purchase price, and the seller from which the product was purchased. No warranty will be honored without a valid proof of purchase. In all such events, the manufacturer agrees to repair or replace the defective parts, provided that the cost of such repairs or replacement shall never exceed the purchase price as paid.

    To prevent damage, returning the product in its original packing box is highly recommended. In all cases of damage during shipment for an order or repair, a claim must be filed with the shipping carrier by the purchaser, and not with XAYAV.

    This warranty is null and void if the product and/or its components therein have been damaged or tampered with by improper handling, use or unauthorized repair.

     

  • For Replacement Parts and Units:

    1. For replacement units of MODEL V or The Wi-Fi BOX, the warranty of the replacement unit will inherit the warranty left on the replaced units. The warranty will not be extended for another warranty period.

    2. No warranty is offered for replacement parts, including all products under “replacement parts” category in our Online Store.