3D WERK

LEGAL AND POLICIES

LEGAL

Repairs and callouts,
clearly priced.

These terms apply when we repair or service your WaxJet printer outside a Service Plan. You pay for the labour and Parts it takes to fix your Machine, we ask before fitting any Part you pay for, and your Australian Consumer Law rights always apply.

Repair and Callout Terms · Last updated 2 October 2026

Pay as you go

You pay our hourly rate for the labour it takes, plus Parts. We ask before fitting any Part you pay for.

Back up your files

Repairs can wipe print files and job data stored on the Machine.

No separate warranty

One-off repairs have no extra warranty, but your ACL rights always apply.

Collect promptly

Goods left with us after repair are handled under NSW uncollected goods law.

About these terms

1.1 These Repair and Callout Terms apply when you ask 3D Werk (ABN 68 663 371 015), of Sydney NSW (we, us, our) to repair, service or attend to a Machine outside a Service Plan. "You" means the customer who books the work.

1.2 In these terms: "Machine" means a Flashforge WaxJet printer, whether or not we supplied it; "Parts" means genuine Flashforge spare parts; "Consumables" means wax and other materials used up in printing; "Services" means installation, training, repairs, maintenance, support and Service Plans; "Service Plan" means Boundless Labour, a Care Plan or the Included Care Plan described in our Service Plan Terms; "Sydney Metro Area" means locations within a 50 km straight-line radius of the Sydney GPO (1 Martin Place, Sydney NSW 2000); "Business Day" means a day other than a Saturday, Sunday or public holiday in New South Wales; "Consumer" has the meaning given in the ACL; and "ACL" means the Australian Consumer Law in Schedule 2 of the Competition and Consumer Act 2010 (Cth).

1.3 Work under a Service Plan is covered by our Service Plan Terms. If there is a conflict, a written agreement signed by both of us applies first, then these terms.

1.4 If a fault is covered by the consumer guarantees or by the 3D Werk Warranty Against Defects on a Machine or Part we supplied, we fix it under those rights at no charge, and the charging parts of these terms do not apply to that work.

Section 2

Booking and estimates

2.1 You can book through our Request Service app (3dwerk-service-app.vercel.app), by email to support@3dwerk.com.au, or by phone on +61 485 696 050. Please describe the fault and send any error messages, photos or logs you have.

2.2 We provide on-site callouts in the Sydney Metro Area. Outside that area we attend only by prior written arrangement, with travel and accommodation costs quoted first. You can also send the Machine or Part to us for a return to base repair (clause 7).

2.3 One-off callouts are scheduled as availability allows. Customers with a Service Plan receive priority. Any time we give you is an estimate, not a guarantee.

2.4 Before we start, we will give you a booking confirmation showing our hourly rate, the minimum charge and any diagnosis fee. Where we can, we will also give you an estimate of the likely total. An estimate is our best guess, not a fixed price: you pay for the labour and Parts actually needed to fix the Machine.

Section 3

Rates and diagnosis

3.1 We charge our hourly labour rate for the time it takes to diagnose and fix the Machine, plus travel and Parts, at the rates shown on your booking confirmation. All prices include GST, and we do not add card surcharges.

3.2 On-site work has a minimum charge of one hour on site, plus travel. Parts are extra.

3.3 Where we need to investigate a fault before we can estimate the repair, we charge the diagnosis fee shown on your booking confirmation. You pay it even if you decide not to go ahead. If you go ahead, the diagnosis time is included in the repair price rather than charged twice.

3.4 If a callout is wasted because we cannot get access at the agreed time, or no one who can operate the Machine is available, we may charge the minimum charge and travel, but only if you did not give us at least 1 Business Day's notice and the reason was within your control.

Section 4

Your approval before we fit Parts

4.1 We will not fit any Part you pay for without your approval first. We will explain what we found and what the Part costs. If the labour is likely to go well beyond our estimate, we will tell you before we continue.

4.2 You can approve in writing, by email, through the Request Service app, or by phone, in which case we confirm by email.

4.3 If you decide not to go ahead, you pay only for work already done and Parts already fitted with your approval, and we return the Machine to you in a safe condition where we reasonably can.

Section 5

Parts

5.1 We fit genuine Flashforge Parts, which may be new or refurbished.

5.2 Parts we replace are yours. Tell us if you want them returned. If you do not, we will dispose of them.

Section 6

Repair notice and your data

6.1 Before we accept a Machine or Part from you for repair, we will give you this notice in writing. It is repeated here so you know about it in advance:

Repair notice under the Australian Consumer Law

Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods. Repair of the goods may result in loss of the user-generated data stored on them, including print files and job data.

6.2 Please back up all print files and job data before any repair. We take reasonable care, but we are not responsible for recovering lost files, subject to your rights under the ACL.

6.3 While working on the Machine we may see your print files, job data and images from its built-in camera. We use them only to carry out the repair, keep your designs confidential, and handle any personal information in line with our Privacy Policy.

Section 7

Return to base repairs and collection

7.1 Please contact us before sending a Machine. If a Machine has a failure covered by the ACL or our Warranty, we arrange and pay for its collection. For other return to base repairs, pack the goods securely and follow our packing instructions. You pay the freight to us and the goods are at your risk until we receive them. If the repair turns out to be a valid ACL or Warranty claim, we reimburse your reasonable freight costs.

7.2 When the repair is finished we will tell you it is ready. You can collect it from our Sydney premises by appointment, or we can arrange delivery at your cost.

7.3 We may hold repaired goods until the invoice for that repair is paid.

Section 8

Uncollected goods

8.1 Please collect your goods within 14 days after we tell you they are ready. After that, we may charge reasonable storage costs, which we will tell you about in writing before they start.

8.2 If goods remain uncollected, we will deal with them under the Uncollected Goods Act 1995 (NSW). In summary, the Act currently provides that:

goods worth less than A$1,000 may be disposed of in any appropriate manner after oral or written notice and a 14 day notice period;

goods worth A$1,000 or more but less than A$20,000 may be sold by public auction or private sale for a fair value after written notice and a 28 day notice period; and

goods worth A$20,000 or more (which will usually include a Machine) can only be disposed of in line with an order of the NSW Civil and Administrative Tribunal.

8.3 Our notice will identify us, describe the goods, say where you can collect them, state the charges owing (such as repair, storage and removal) and give the date after which the goods will be disposed of unless you collect them.

8.4 If we sell the goods, we may keep our actual charges from the proceeds. Any balance goes to you or, if we cannot find you, to Revenue NSW as unclaimed money. If the proceeds do not cover what you owe, we may recover the shortfall as a debt.

Section 9

Payment

9.1 Unless we agree otherwise, the diagnosis fee is payable when you book, and the balance is payable on completion, before collection or delivery.

9.2 You can pay by the methods shown on your invoice, including Stripe, Square, PayPal or bank transfer. We do not store full card numbers.

9.3 Overdue amounts may attract interest at the Reserve Bank of Australia cash rate target plus 4% per year, plus our reasonable costs of recovering the debt.

Section 10

No workmanship warranty

10.1 One-off repairs and callouts come with no separate warranty from us. You pay for the labour and Parts it takes to fix your Machine. If the Machine develops another fault after a repair, including in the same area, the work to fix it is charged under these terms.

10.2 This does not affect your rights under the ACL. If our repair work was not done with acceptable care and skill, or a Part we supplied is faulty, please contact us and we will deal with it under the consumer guarantees (clause 11).

10.3 If you would like ongoing cover for labour, ask us about a Service Plan.

Section 11

Consumer guarantees for services

11.1 Where you acquire our Services as a Consumer, the ACL guarantees that they will be provided with acceptable care and skill, that they and any resulting product will be reasonably fit for any purpose you make known to us, and that they will be supplied within a reasonable time where no time is agreed. A business can be a Consumer, for example where the Services cost less than A$100,000 (including GST).

Section 12

Limits on our liability

12.1 Nothing in these terms excludes, restricts or modifies any right or remedy, or any guarantee, that you have under the ACL or any other law that cannot be excluded, restricted or modified.

12.2 Our Services and Parts for Machines are not of a kind ordinarily acquired for personal, domestic or household use or consumption. So, as section 64A of the ACL permits, our liability for a failure to comply with a consumer guarantee (other than the guarantees as to title, undisturbed possession and undisclosed securities) is limited, at our option, to:

for Services: supplying the Services again, or paying the cost of having them supplied again; and

for Parts: replacing them or supplying equivalent Parts, repairing them, or paying the cost of replacing or repairing them.

This limit does not apply if you establish that it is not fair or reasonable for us to rely on it.

12.3 Subject to clauses 12.1 and 12.2, and to the extent the law allows, neither of us is liable to the other for indirect or consequential loss, including loss of profit, lost production, downtime, lost orders, lost or damaged metal, castings or designs, or lost print files or data.

12.4 Our liability is reduced to the extent a loss is caused by you or your staff.

Section 13

Health and safety

13.1 Please provide a safe place of work for our technicians, tell us about any hazards and keep the area around the Machine clear. Store IPA and other flammable liquids safely and away from ignition sources while we work.

13.2 Our technicians may decline or stop work if they reasonably believe it is unsafe, until the risk is fixed. We will explain why. If the unsafe condition was within your control, we may charge the time spent at our rates.

Section 14

General

14.1 We may use qualified subcontractors, and we remain responsible for their work.

14.2 These terms are governed by the law of New South Wales. Each of us submits to the non-exclusive jurisdiction of the courts and tribunals of New South Wales.

14.3 If you have a complaint, please contact us first so we can try to fix it. You can also contact NSW Fair Trading or the ACCC.

Section 15

Contact us

3D Werk (ABN 68 663 371 015)
Sydney NSW
Phone: +61 485 696 050
Email: support@3dwerk.com.au
Request Service app: 3dwerk-service-app.vercel.app
Website: www.3dwerk.com.au