Policy Overview
Understand scope, return boundaries, policy precedence, and the channel partner acknowledgement.
Scope of application
- Applies to authorized resellers, distributors, channel customers, enterprise customers, schools/institutions, print farms, and other bulk purchasers buying through official Anycubic channels.
- Applies to Anycubic products still within the applicable warranty period, including machines, in-box accessories, and separately purchased parts/spares.
- The warranty normally begins when the channel customer receives or warehouses the goods, or when Anycubic completes delivery, unless otherwise agreed in writing.
- Products sold through unauthorized channels, cross-region sales, resales, refurbished units, display units, gift units, and second-hand units are not automatically covered unless otherwise agreed in writing.
- Separately purchased parts/spares have independent warranty periods. Those periods do not extend, restart, or combine with the warranty of the parts installed in a machine.
- Any commitment a channel customer makes to a downstream customer beyond official Anycubic policy or the written agreement is the channel customer's responsibility.
Return and exchange rules
Returns must follow the approved process. Machine replacement, return, and refund are not the default warranty remedies.
| Scenario | Deadline / principle | Handling |
|---|---|---|
| Quality issue not caused by the customer | Within 30 days of receipt | Contact after-sales support, provide evidence, and follow the approved process. Anycubic will inspect and confirm the next solution. This is not a DOA return/replacement commitment; damage on arrival, unpacking abnormalities, or shipping damage are governed by the DOA inspection rules. |
| Approved return received by the warehouse | Usually within 7 business days | Anycubic will inspect the returned items. A refund, exchange, replacement machine, or other approved solution is arranged only after the return standards are confirmed. |
| Non-quality return or exchange | Generally not supported | This includes slow-moving inventory, downstream customer cancellation, purchasing errors, price changes, and inventory adjustment. Special commercial cases require joint approval from sales, channel, finance, and after-sales. Logistics, inspection, refurbishment, packaging, depreciation, and related costs are borne by the applicant or deducted from the refund/credit. |
| Return sent without approval | Not applicable | Anycubic may refuse delivery. The channel partner bears all resulting shipping, storage, inspection, return, and loss costs. |
Channel partner acknowledgement
The channel partner acknowledges the incoming inspection and DOA reporting deadlines, that non-quality returns are generally unsupported, that warranty duties are primarily fulfilled through remote diagnosis and parts supply, and that the partner bears responsibility for cross-region sales and promises exceeding policy.
The partner also acknowledges that warranty service requires valid proof of purchase, an SN where necessary, and fault evidence; returns must follow approval; consumables and human-caused damage are excluded; separately purchased parts use their independent warranty periods; and mandatory local law continues to apply.
DOA & Returns
Incoming inspection, the 15-calendar-day reporting window, evidence, and approved handling options.
DOA definition and deadline
These rules define receipt inspection duties for channel and enterprise bulk orders. They do not replace mandatory local law or affect confirmed standard warranty repair rights.
| Item | Period / principle | Details |
|---|---|---|
| DOA definition | — | An obvious abnormality present on arrival, such as failure to power on, serious functional failure, severe shipping damage, model/quantity error, or missing key accessories. |
| Reporting deadline | 15 calendar days | After receipt or warehouse intake, inspect appearance, quantity, model, main functions, and packaging condition, then report the DOA issue. |
| Late reporting | — | If no DOA issue is reported within 15 calendar days, the batch is deemed to have completed incoming inspection with no delivery-quality abnormality. Later issues follow the standard warranty repair process and no longer qualify for the DOA return/exchange policy. |
| Inventory risk | — | If a product is opened after long-term storage and the DOA window has expired, standard warranty or out-of-warranty repair applies. If the issue cannot be proven to have existed at arrival, it is not handled as DOA. |
DOA handling process
| Item | Details |
|---|---|
| 1. Receive / warehouse | Record the arrival date, order, and batch. |
| 2. Inspect | Check appearance, quantity, model, main functions, and packaging. |
| 3. Identify within 15 days | Confirm whether an obvious arrival abnormality is present. |
| 4. Collect evidence | Prepare order/batch details, outer and inner packaging photos, machine SN, unpacking/fault video, error codes, logs, and other verifiable evidence. |
| 5. Submit a case | Use the channel entrance. Do not return the product without approval. |
| 6. Anycubic review | Anycubic evaluates the verifiable evidence, DOA status, and responsibility. |
| 7. Apply the approved solution | Proceed only under the review result or another solution confirmed by both parties. |
Required evidence
- Order or batch information
- Outer-carton and inner-packaging photos
- Machine serial number (SN)
- Unboxing video and fault video
- Error code, logs, or other verifiable evidence
Handling after confirmation
A confirmed DOA may be handled with one of the following solutions, depending on the fault, or another solution confirmed by both parties. DOA does not automatically mean a return or machine replacement.
- Replacement parts
- Machine replacement
- Return for inspection
- Credit
- Discount compensation
- Another solution confirmed by both parties
Machine & In-Box Parts Warranty
Review warranty periods and exclusions by FDM, LCD/DLP, and component category.
Machine warranty principle
The machine warranty is normally 12 months, excluding gift, refurbished, and second-hand machines. If mandatory local law or a written agreement provides otherwise, that law or agreement prevails.
A 12-month machine warranty does not mean every component has a 12-month warranty. Wear parts, consumables, and specified assemblies follow the relevant table or written agreement.
Warranty periods
| Product / component category | Warranty period | Important notes |
|---|---|---|
| FDM: print head (including hotend), extruder assembly, magnetic platform, cutter, extruder gear | 3 months | Motion, heating, and wear-related parts. Normal wear, human-caused damage, clogs, and incorrect operation are excluded. |
| FDM: heated bed, glass plate | 6 months | Confirmed quality issues only. Scratches, impacts, drops, nozzle scratches, and human-caused damage are excluded. |
| FDM: other major parts (excluding tools) | 12 months | Handled under the major-part warranty for the machine. |
| LCD/DLP: LCD screen (M3 Series, Mono 4K, Mono 6K, Mono X, Mono X2) | 3 months | Resin leakage, platform impact, anti-scratch film damage, and human-caused damage are excluded. |
| LCD/DLP: LCD screen (Mono 2, Mono X 6Ks, Mono M5s, Mono M5, Mono M5s Pro, M7 Pro, M7, M7 Max, Mono 4, Mono 4 Ultra, P1) | 6 months | Resin leakage, platform impact, resin contamination, and human-caused damage are excluded. |
| LCD/DLP: other major parts (excluding tools and FEP film) | 12 months | FEP/NFEP/ACF and similar consumables are not treated as major warranted parts. |
| Bulk-purchased / channel inventory products | Receipt, delivery, or written agreement | The warranty normally does not defer, restart, or combine because of channel storage, resale, or downstream activation unless otherwise agreed in writing. |
Channel inventory and warranty start
Spare Parts Warranty Search
Search the independent warranty period and key exclusions for separately purchased parts and spares.
How this table applies
This page applies when a channel customer buys a part or spare as a standalone product/SKU. It does not apply to an accessory merely included inside the machine package.
The standalone part warranty begins on receipt/delivery of that part order. Names may vary by region, channel, or SKU. If this table differs from the latest website policy, a written sales agreement, or mandatory local law, the latter prevails.
Spare-part warranty directory
Search instantly by English name, Chinese name, common alias, or category.
| Part | Search terms | Warranty period | Notes |
|---|---|---|---|
| Nozzle | 喷嘴 · consumable | No Warranty | Consumable; no warranty is provided. |
| Cutter | 切刀 · blade | 3 Months | Confirmed quality issues only; normal wear and human-caused damage are excluded. |
| Print head / print-head module | 打印头 · toolhead · hotend · print head | 3 Months | Confirmed quality issues only. |
| Cable fixing bracket / cable bracket | 线缆固定架 · 电缆支架 | 3 Months | Confirmed quality issues only. |
| Purge wiper | 抛料刮片 · 刮片 · wiper | 3 Months | Confirmed quality issues only; normal wear is excluded. |
| Extruder assembly | 挤出机 · extruder | 3 Months | Confirmed quality issues only. |
| Heated bed / magnetic platform | 热床 · 磁吸平台 · hotbed · build plate | 3 Months | Damage caused by scratches, drops, impacts, incorrect installation, or misuse is excluded. |
| Mainboard / PCB | 主板 · motherboard · pcb board | 3 Months | Product quality issues only. |
| Cooling fan | 散热风扇 · fan | 3 Months | Product quality issues only. |
| Belt | 皮带 | 3 Months | Product quality issues only; normal wear is excluded. |
| Motor | 电机 · stepper motor | 3 Months | Product quality issues only. |
| PTFE tube | 特氟龙管 · teflon tube | No Warranty | Consumable. |
| Camera | 摄像头 | 3 Months | Product quality issues only. |
| Control screen | 控制屏 · touch screen | 3 Months | Product quality issues only. |
| Standalone LCD screen | 单售 lcd 屏 · 屏幕 · screen · lcd | 3 Months | Resin leakage, anti-scratch film damage, human-caused damage, and impact damage are excluded. |
| UV lamp module / lens | uv 灯模组 · 镜片 · uv module | 3 Months | Product quality issues only. |
| AirPure | airpure · 空气净化 | 6 Months | Activated-carbon consumables, human-caused damage, and unauthorized disassembly are excluded. |
| Release film (FEP / NFEP / ACF) | 离型膜 · fep · nfep · acf | No Warranty | Consumable; no warranty is provided. |
| Vat / smart vat | 料槽 · 智能料槽 · resin vat | 3 Months | Installation tools, FEP/NFEP/ACF film, and screws are excluded. |
| Peristaltic pump tube | 蠕动泵管 · pump tube | No Warranty | Consumable; no warranty is provided. |
| Auto-Feed Unit | 自动供料单元 · auto feed unit | 3 Months | Product quality issues only. |
| Wash bucket / cleaning container | 清洗桶 · 清洗容器 | 3 Months | Human-caused damage is excluded, including cured resin left in the wash bucket. |
| Build platform (dual-material / hollow steel) | 打印平台 · build plate | 3 Months | Product quality issues only. |
| Strain gauge | 应变片 · 应变计 · strain sensor | 3 Months | Product quality issues only. |
| Buffer assembly | 缓冲组件 · buffer | 3 Months | Product quality issues only. |
| Filament runout detection module | 断料检测模块 · runout sensor | 3 Months | Product quality issues only. |
| Auto-fill set | 自动补液套件 · auto fill | 3 Months | Product quality issues only. |
| Guide rail | 导轨 · linear rail | 3 Months | Product quality issues only. |
| Ball screw | 滚珠丝杆 | 3 Months | Product quality issues only. |
| Lead screw (including motor) | 丝杆 · screw motor | 3 Months | Product quality issues only. |
| Anti-backlash assembly | 消隙组件 · anti backlash | 3 Months | Product quality issues only. |
| Power supply / switching power supply / power module | 电源 · psu | 3 Months | Product quality issues only. |
Spare-part record requirements
Partner Responsibilities
Incoming inspection, SN flow, basic troubleshooting, service capability, evidence, and promise boundaries.
Core responsibilities
| Item | Period / principle | Details |
|---|---|---|
| Incoming inspection | Within 15 calendar days | Check quantity, model, appearance, packaging condition, and main functions. |
| SN and product-flow records | — | Maintain machine SN, sales destination, outbound date, customer information, repair records, and old/new SN mapping for replacements. |
| Basic troubleshooting | — | Do not request a return/exchange based only on a downstream customer's oral description. Confirm basic operation and firmware/software, collect video evidence, and perform necessary tests. |
| Local service capability | — | Partners should normally have basic technical support, common-fault identification, evidence collection, spare management, and customer communication capability. If unavailable, disclose this in advance and follow Anycubic's process to collect information, submit tickets, and cooperate with remote diagnosis. This does not entitle the partner to out-of-policy return, replacement, onsite service, or extra cost coverage. |
| Evidence-chain management | — | Warranty applications require the order, invoice/purchase record, SN, photos/video, error codes, logs, troubleshooting steps, and test results. |
| Promise boundary | — | Do not promise return, replacement, free repair, onsite service, extended warranty, or free parts beyond official Anycubic policy or the written agreement. The channel customer bears the cost, liability, and customer communication arising from its own excess commitments. |
Warranty Application
Eligibility, required materials, first-line troubleshooting, and the approved return workflow.
Basic conditions
- Provide valid proof of purchase, such as an order number, invoice, receipt, purchase record, or sales record.
- Where applicable, provide the SN of the affected product or part.
- Provide clear evidence, such as photos, video, error codes, logs, or test results.
- The product has not been modified, disassembled, or repaired by an unauthorized party and was not damaged through improper use.
- The customer used the product according to the manual with compatible accessories, materials, and power.
- For batch or repeated quality issues, also provide the affected SN list, failure rate, inventory/sales data, troubleshooting records, photos/video, and batch information.
After-sales application process
| Item | Details |
|---|---|
| 1. Contact support | Contact the seller, reseller, or Anycubic after-sales support. Prepare the order number, invoice/receipt, product model, and SN if available. |
| 2. Describe the issue | Provide photos, video, error code, firmware version, print file, or log file when needed. |
| 3. Follow troubleshooting | Record test results and confirm the steps already completed. |
| 4. Await the decision | Wait for diagnosis and an after-sales handling decision. Do not return or ship the product before approval. |
| 5. Return only after approval | Use the specified address and packaging requirements, including the complete product, accessories, packaging, gifts, and return authorization information. |
Channel partner supplement
Service Solutions
Understand the service-resolution priority and why returns are not the default warranty solution.
Service-resolution priority
| Item | Period / principle | Details |
|---|---|---|
| 1 | Remote technical support | Fault confirmation and operating guidance through Anycubic support channels. |
| 2 | Operation / firmware / software solution | Guidance is provided where the issue can be resolved through operation, firmware, or software. |
| 3 | Necessary spare-part replacement | For a confirmed product quality issue within warranty, Anycubic provides the necessary replacement part at no charge. |
| 4 | Authorized local repair | For a channel partner or authorized service provider with repair capability. |
| 5 | Warehouse / factory inspection and repair | For issues that cannot be confirmed remotely or require physical inspection. |
Batch Quality Issues
Trigger criteria, required data, unsupported evidence, and special handling options.
How a batch issue is established
If the same model and batch show concentrated, similar failures within a reasonable period, the channel partner must submit verifiable data. Anycubic will perform a quality assessment and develop a special handling plan.
| Item | Details |
|---|---|
| Trigger | The same model, same batch, and same fault symptom occur in concentration and exceed the normal failure level agreed by the parties or reasonably determined. |
| Required materials | SN list, shipped/sold quantity, fault quantity, fault rate, photos/video, logs, troubleshooting records, summary of customer feedback, and inventory status. |
| Possible solutions | Technical bulletin, firmware/software fix, spare-part supply, authorized repair, special discount, credit, or another solution confirmed by both parties. |
| Not accepted as the basis | Scattered complaints, group-chat screenshots, oral descriptions, or data that cannot be tied to an SN/batch are generally insufficient to establish a batch quality issue. |
Fees & Shipping
Allocation of repair, part, inspection, logistics, tax, and depreciation costs by responsibility scenario.
Cost allocation principles
| Scenario | Cost responsibility | Details |
|---|---|---|
| Confirmed product quality issue within warranty | — | Anycubic bears necessary and reasonable repair or part-shipping costs under the policy or agreement. |
| Customer misdiagnosis, no fault found, or non-quality issue | — | Inspection, logistics, return, and other related costs are normally borne by the customer. |
| DOA reported within 15 days and confirmed as quality/shipping responsibility | — | Reasonable shipping, replacement-machine, or replacement-part costs are allocated according to the parties' agreement or approval result. |
| Return sent without approval | — | The channel partner bears all related costs and Anycubic may refuse delivery. |
| After-sales costs caused by cross-region sales / diversion | — | The channel partner bears logistics, tax, repair accessibility, plug/power, and regional compatibility costs. |
| Special commercial return | — | May be processed after approval. Logistics, inspection, refurbishment, packaging, and depreciation costs are borne by the applicant or deducted from the refund/credit. |
Warranty Exclusions
General exclusions, key FDM and LCD/DLP boundaries, and high-frequency use scenarios.
General non-warranty conditions
- The warranty period has expired.
- Valid proof of purchase, order number, invoice, receipt, SN, or fault evidence cannot be provided.
- The product label or serial number was removed, altered, or damaged.
- Failure or damage caused by misuse, incorrect installation/operation, excessive use, moisture, liquid/oil/sand ingress, foreign objects, or incompatible accessories.
- Failure or damage caused by unauthorized repair, modification, disassembly, or third-party parts.
- Damage caused by fire, flood, earthquake, lightning, force majeure, or another uncontrollable event.
- Normal wear, fading, scratches, consumable use, or cosmetic issues that do not affect normal operation.
- Cloud service, app, power, plug, or regional compatibility issues caused by cross-region use where no product quality defect exists.
- Out-of-territory sales, diversion, resale, or failure to preserve SN flow and after-sales evidence, preventing responsibility from being determined.
- Unauthorized repair, modification, non-official part replacement, or incompatible consumables used by the channel partner/downstream customer where that action caused or aggravated the fault.
Key FDM exclusions
Key LCD / DLP exclusions
High-frequency and bulk use
Submit an After-Sales Case
Channel-only submission entrance, steps, field guidance, attachments, and a complete example.
Purpose of this link
Channel partners can submit technical support or after-sales requests directly through the dedicated entrance. After submission, the case enters Anycubic's support ticket system and the technical support team follows up by email.
End-user cases should continue through the normal sales or service channel. If Anycubic technical assistance is needed, the channel partner should submit on the end user's behalf.
When to use the form
- Technical troubleshooting for Anycubic products sold through channel business.
- After-sales cases requiring Anycubic technical-support review.
- Cases involving spare-part confirmation, issue diagnosis, or handling suggestions.
- Cases where the partner has collected basic product and issue information from the customer.
Submission steps
| Item | Details |
|---|---|
| 1 | Open the channel partner submission link. |
| 2 | Fill in contact and company information. |
| 3 | Select the question type and product type for the actual case. |
| 4 | Enter the product SN code if available. |
| 5 | Write a clear subject and detailed problem description. |
| 6 | Upload photos, videos, logs, screenshots, or other supporting files if available. |
| 7 | Click Submit, then monitor the email address entered for ticket updates. |
Required fields
| Field | What to enter | Guidance |
|---|---|---|
| Email Address | The email that should receive ticket replies | Use an address your team checks regularly. Consider filters for terms such as support and Anycubic. |
| Country / Region | The country or region the case belongs to | Use the market or service region related to the customer/order. |
| Company Name | Your channel partner company name | Example: ABC 3D Printing GmbH. |
| Your Anycubic Sales Contact | Your Anycubic sales or business contact | Helps confirm the channel relationship and route cases requiring business confirmation. |
| Question Category | The question/support category closest to the case | If unsure, choose the most relevant category and explain in Description. |
| Product Type | The category/model type involved | Choose the type matching the affected machine or accessory. |
| Subject | A short, specific case title | Recommended: Model + issue symptom. |
| Description | Model, symptom, when it occurs, troubleshooting completed, customer expectation, and part/handling request | Complete information helps the case move faster. |
Optional fields and attachments
| Item | Period / principle | Details |
|---|---|---|
| SN code | Optional, but strongly recommended | Enter the SN shown on the printer label if available. It helps identify the product batch and improve product/service traceability. |
| Attachments | Optional, but strongly recommended | Upload photos, video, logs, screenshots, invoices, or other supporting files. Clear evidence can reduce repeated confirmation and speed diagnosis. |
Recommended information for Description
- Product model and configuration, such as Kobra S1 Combo, Kobra 3 Combo, Photon Mono M7 Pro, ACE Pro, etc.
- Error code or error message, if any.
- A clear description of the symptom and when it occurs.
- Firmware/software version, if relevant.
- Troubleshooting steps already performed by the partner or customer.
- Whether the machine can still be used and whether safety or normal operation is affected.
- Expected support: technical guidance, spare-part confirmation, repair suggestion, or other handling advice.
Example of a good submission
| Item | Details |
|---|---|
| Subject | Kobra S1 Combo - Error 11504 after filament loading |
| Description | The customer is using Kobra S1 Combo with ACE Pro. After loading filament, the printer reports error 11504 and cannot start printing. We have confirmed that the filament is inside the extruder and restarted the machine, but the error still appears. Photos of the filament path and a short video of the error are attached. Please help check the possible cause and advise the next troubleshooting steps or required spare parts. |
Important reminders
- This link is for channel partners only. Do not share it with end users.
- Do not submit duplicate cases for the same issue unless important new information is available.
- Make sure the email address is correct; support replies through the ticket system.
- Complete information and clear attachments reduce back-and-forth and improve processing efficiency.
- For urgent or special business cases, also contact your Anycubic sales or after-sales contact for alignment.
- Before submission, collect at least the model, SN, issue description, photos/video, and troubleshooting steps already performed.
Frequently Asked Questions
Accurate answers derived from the formal channel after-sales policies.
Common policy questions
| Item | Details |
|---|---|
| Can a distributor return unsold inventory? | Generally no. Non-quality returns caused by slow-moving stock, downstream cancellation, purchasing errors, price changes, or inventory adjustment are not supported. A special commercial return requires joint approval, and the applicant bears or is charged the related logistics, inspection, refurbishment, packaging, and depreciation costs. |
| What counts as DOA? | An obvious abnormality present on arrival, such as failure to power on, serious functional failure, severe shipping damage, model/quantity error, or missing key accessories. |
| How long do we have to report DOA? | The channel partner must complete inspection and report within 15 calendar days of receipt or warehouse intake. After that, the issue normally follows standard warranty repair and no longer qualifies for the DOA return/exchange policy. |
| Does every part of the printer have a 12-month warranty? | No. The machine warranty is normally 12 months, but wear parts, consumables, and specified assemblies follow the component table or written agreement and may be covered for 6 months, 3 months, or not at all. |
| Does the nozzle have warranty? | No. A separately purchased nozzle is a consumable with no warranty. Nozzle clogs are also generally not treated as product quality issues. |
| Are consumables covered? | No. Consumables such as nozzles, PTFE tubes, FEP/NFEP/ACF release film, and peristaltic pump tubes have no warranty. |
| Can a customer return a printer without approval? | No. Anycubic may refuse an unapproved return, and the channel partner bears related shipping, storage, inspection, return, and loss costs. |
| Who pays shipping costs? | It depends on responsibility and approval. For a confirmed in-warranty quality issue, Anycubic bears necessary and reasonable repair or part-shipping costs under the policy/agreement. Misdiagnosis, no-fault findings, non-quality issues, unapproved returns, and cross-region sales normally leave related costs with the customer or channel partner. |
| What evidence is required for warranty? | Valid proof of purchase, an SN where applicable, and clear photos, video, error codes, logs, troubleshooting steps, and test results. DOA also requires order/batch details, outer and inner packaging photos, unboxing video, and other verifiable evidence. |
| How are batch quality issues handled? | Submit verifiable data tied to the same model, batch, and fault: SN list, shipped/sold and faulty quantities, failure rate, photos/video, logs, troubleshooting, customer-feedback summary, and inventory status. Anycubic assesses the data and develops a special solution. |
| Can distributors promise a longer warranty? | A distributor cannot transfer a promise beyond official Anycubic policy or the written agreement to Anycubic. The channel customer bears the cost, liability, and customer communication for its own extended warranty or other excess commitment. |
| What happens with cross-region sales? | Unauthorized or cross-region sales are not automatically covered. The channel partner bears logistics, tax, repair-access, plug/power, and regional-compatibility costs caused by diversion. Cloud, app, or regional compatibility issues that are not product defects are excluded. |
| How should channel partners submit technical support cases? | Use the dedicated channel entrance. Complete all company/contact, category, product, subject, and description fields and provide SN, photos, video, logs, and screenshots where possible. Do not forward the entrance to end users. |