3D Printer Inspection and Repair Service Guidelines

Overview

Wayto3D provides inspection, maintenance, and repair services for Bambu Lab and Creality 3D printers, whether purchased from Wayto3D or from another store.

All maintenance requests are subject to an initial technical inspection to determine the cause of the issue, required parts, repair feasibility, and the expected cost before any paid repair work begins.

How to Request Service

1. Submit a Service Request

Submit the request through the service request form on our website and provide the required information, including:

• Printer model.
• Serial number, if available.
• A clear description of the issue.
• Photos or videos showing the issue, when needed.
• Proof of purchase when requesting service related to warranty coverage.

2. Request Review

After receiving your request, our team will review it and contact you by email or WhatsApp with the required instructions and next steps.

We may request certain tests or additional information before asking you to ship the printer to the service center.

Inspection and Repair Fees

Inspection Fee

An inspection fee applies to diagnose the printer and identify the cause of the issue.

The inspection fee is non-refundable once the technical inspection has started.

If you approve the repair, the inspection fee may be credited toward the final service cost according to the repair quotation provided to you.

Repair Cost

After inspection, you will receive a quotation that may include:

• A description of the identified issue.
• Parts that need to be replaced, if any.
• Spare parts cost.
• Labor and service cost.
• Any additional costs related to the service.

No paid repair or replacement of any part outside warranty coverage will be carried out without customer approval.

Shipping and Packaging

Packaging the Printer Before Sending It to the Service Center

The customer is responsible for preparing the printer for shipping in a way that provides adequate protection during transport.

We strongly recommend using the original printer packaging and all original internal protective materials.

If the original packaging is not available, a strong box suitable for the printer's size and weight should be used, preferably double-walled, together with sufficient protective materials such as foam or high-density cushioning.

Adequate protective padding should be provided around the printer on all sides, and where possible, we recommend at least 5 cm of protection depending on the printer size and packaging method.

Before Shipping:

• Remove all filament spools and consumable materials from the printer.
• Remove or secure detachable accessories according to the manufacturer's instructions.
• Handle AMS, AMS Lite, CFS, and similar accessories separately and securely when needed.
• Secure moving parts according to the manufacturer's instructions where required for transport.
• Make sure there are no loose parts that can move inside the printer or shipping box.
• Fill all empty spaces inside the box with suitable protective materials.
• Make sure the printer cannot move inside the box after it is closed.
• Seal the box securely using suitable packing tape.

Fragile

This Side Up

These labels do not replace proper and secure packaging.

Repackaging Fees

If the printer arrives in safe packaging that can be reused for return shipping after service is completed, no additional repackaging fee will be charged.

If, upon receipt, the packaging is found to be:

• Unsuitable.
• Damaged.
• Insufficient to protect the printer.
• Unsafe to reuse for return shipping.

The printer may need to be repackaged before it is returned to the customer.

Repackaging fees are based on the printer's size, weight, and the packaging materials required.

SAR 50 to SAR 200, including VAT.

The customer will be notified if repackaging is required before the fee is added.

If Repackaging Is Refused

If the customer is informed that the existing packaging is not suitable for return shipping and refuses the repackaging service, the printer may be returned using the available packaging at the customer's request, provided this is possible and accepted by the shipping carrier.

In this case, the customer assumes the risks associated with reusing packaging that has already been identified as insufficient for safe transportation.

Wayto3D is not responsible for damage directly resulting from:

• Poor packaging.
• Insufficient protective materials.
• Movement of the printer inside the box during transport.
• Handling of the shipment by the carrier outside Wayto3D's control.

Any claim related to shipping damage may also be subject to the terms and conditions of the shipping carrier used.

Shipment Condition Upon Receipt

The service team reserves the right to assess the condition of the packaging and printer upon arrival.

If visible damage or unsuitable packaging is found, the shipment condition may be documented by photo or video before or during opening.

This documentation is intended to record the device condition upon receipt and protect the rights of all parties.

Shipping

Unless a different arrangement has been agreed in advance:

• The customer is responsible for the cost of shipping the printer to the service center.
• The customer is responsible for the cost of return shipping after inspection or repair is completed.
• The return shipping cost will be added to the final invoice when applicable.
• The customer is responsible for ensuring that the return address and contact number are correct.

We recommend keeping the tracking number and shipping receipt until the printer has been returned.

Remote Maintenance

In some cases, the issue may be diagnosed or resolved without sending the printer to the service center.

Our team may provide a remote support or maintenance session for suitable cases using video communication or other available communication methods.

During the session, the customer may be asked to:

• Run certain tests.
• Share the printer or application screen.
• Photograph specific printer components.
• Perform diagnostic steps.
• Provide log files or system information when available.

If the issue requires physical inspection, the customer will be guided through the process of sending the printer to the service center.

Inspection and Repair Time

Service time may vary depending on:

• The type of issue.
• The printer model.
• The level of inspection required.
• Spare parts availability.
• The need for additional testing after repair.
• The need to contact the manufacturer in certain warranty cases.

An estimated completion time will be provided after diagnosis whenever possible.

The estimated time is not considered a binding final deadline in cases that depend on spare parts availability, manufacturer response, or other factors outside the service center's control.

Repair Warranty

Repairs carried out by Wayto3D are covered by a 14-day service warranty on the same issue that was repaired and on the repair work performed.

The repair warranty starts from the date the customer receives the printer or from the date it is handed to the shipping carrier for return, depending on the delivery method.

The repair warranty does not cover:

• Issues unrelated to the original repair.
• Misuse.
• Physical breakage or damage.
• Damage caused by liquids, heat, or unsuitable electrical power.
• Unauthorized modifications to the device.
• Issues caused by installing unsuitable parts or accessories.
• Damage caused by shipping or improper packaging.
• Consumable parts unless the issue is directly related to the repair performed.

A repair warranty does not extend the original printer warranty unless this is explicitly confirmed in writing.

Approval and Payment

After diagnosis and repair cost assessment, a repair quotation will be sent to the customer.

Customer approval is required before any paid repair work begins.

Repair work may require full payment, or payment of the amount stated in the repair quotation, before spare parts are ordered or service work begins.

Available payment methods are those offered by Wayto3D at the time the invoice is issued.

Customer Responsibilities

The customer is responsible for:

• Providing accurate information about the printer and the issue.
• Disclosing any previous modifications made to the printer.
• Informing the service team if the device has previously been opened or repaired by another party.
• Removing filament and consumable materials before shipping unless otherwise agreed.
• Not sending accessories that are not required for inspection.
• Keeping a backup of any important files or settings before sending the device.

Some inspection or repair procedures may require:

• Resetting printer settings.
• Updating or reinstalling firmware.
• Performing a full calibration.
• Deleting certain settings or data stored on the device.

Therefore, Wayto3D is not responsible for the loss of files or local settings stored on the printer when such loss occurs as part of necessary inspection or repair procedures.

Accessories Sent With the Printer

Please do not send accessories that are not required for inspection.

All parts and accessories included in the shipment should be identified when submitting the request or handing over the device.

These may include, for example:

• AMS or AMS Lite units.
• CFS units.
• Build plates.
• Spool holders.
• Feeding units.
• Cameras or additional accessories.
• Cables or adapters.

Devices That Are Not Economically Repairable

If the inspection shows that:

• The repair cost is high compared with the value of the device.
• The required parts are unavailable.
• The damage cannot be repaired reliably.
• The repair is not technically or economically practical.

The customer will be informed before any additional repair work is carried out.

The inspection fee remains payable for the diagnostic work already performed.

Spare Parts

The ability to complete certain repairs depends on the availability of spare parts for the specific printer model.

If a part is not available locally, it may need to be ordered from the supplier or manufacturer, which may increase the repair time.

No paid spare part will be ordered at the customer's expense without prior approval according to the repair quotation.

Devices Covered by Wayto3D Warranty

For printers purchased from Wayto3D that are still within the warranty period, warranty eligibility will first be reviewed based on:

• The approved warranty terms for the product.
• The cause of the issue.
• The condition of the device.
• The applicable warranty period for the device or component.
• Manufacturer instructions and procedures where required.

If the issue is found not to be covered by warranty, the customer will be informed of the cost before any paid repair is carried out.

Devices Purchased From Other Sellers

We provide paid inspection and repair services for Bambu Lab and Creality printers purchased from other sellers.

Accepting a device for inspection by Wayto3D does not transfer the original seller's or manufacturer's warranty obligations to Wayto3D.

If the device is still covered by a valid warranty from the original seller, the customer is advised to review that seller's warranty terms.

Service Scope

Wayto3D's inspection and repair service is currently available for:

Bambu Lab

Creality

Devices are accepted based on model, type of issue, and the availability of technical support and required spare parts.

Submitting a service request does not constitute final acceptance of the device until the case details have been reviewed.

Receiving the Printer After Service

After inspection or repair is completed, the customer will be notified that the device is ready for pickup or shipping.

Any outstanding amounts must be paid before the device is handed over or shipped back.

Operational tests and calibration may be carried out before delivery to confirm that the completed repair is functioning correctly.

Support and Customer Service

For any questions related to a service request, customers may contact the Wayto3D team through the approved communication channels on our website.

Please provide the service request number when contacting us to make case follow-up easier.

Updates related to inspection, required approvals, costs, and device readiness will be sent using the contact details registered in the request.

Our goal is to make the inspection and repair process clear from the moment you submit your request until your printer is returned to you.