3D WERK
LEGAL AND POLICIES
LEGAL
If something goes wrong,
we will make it right.
Your rights under the Australian Consumer Law come first. This policy explains how to tell us about a problem, what we need from you, how we fix it, and how refunds work.
Returns and Refunds Policy · Last updated 2 October 2026
ACL rights first
Faulty Goods are covered by your consumer guarantee rights, with no time limit set by us.
One place to go
You deal with us in Sydney, never with the factory in China.
Heavy items
If a Machine has a confirmed failure, we arrange and pay for collection or repair it on site.
Change of mind
We do not offer change of mind returns. Your ACL rights always apply.
ON THIS PAGE
1
Your rights under the Australian Consumer Law
Your consumer rights
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
1.1 This policy is given by 3D Werk (ABN 68 663 371 015) (we, us, our). It uses the defined terms in our Terms and Conditions, including Machine, Consumables, Parts, Goods, Services, Service Plan, Business Day, ACL and Consumer.
1.2 Under the ACL, Goods must be of acceptable quality (safe, durable and free from defects), fit for any purpose you told us about, and match their description. Services must be provided with due care and skill, be fit for any purpose you told us about and be supplied within a reasonable time. These are the consumer guarantees.
1.3 Your consumer guarantee rights are not limited to a warranty period. They can continue after a warranty has ended, for as long as is reasonable for the Goods concerned.
1.4 We import the Machines from Flashforge, which has no place of business in Australia, so under the ACL we take on the manufacturer's responsibilities. Please bring any problem to us. You do not need to deal with Flashforge.
1.5 Whether the consumer guarantees apply depends on your purchase. A business is usually a Consumer when the goods or services cost less than A$100,000 (including GST). Goods bought to resupply, or to use up or transform in production (such as wax used to make patterns), may fall outside the guarantees. For Machines, Parts and Services used in business, our Conditions of Sale: Machines and Equipment, Service Plan Terms and Repair and Callout Terms limit our liability as section 64A of the ACL allows, but only where it is fair and reasonable for us to rely on that limit.
1.6 Nothing in this policy excludes, restricts or modifies any right or remedy you have under the ACL.
2
Major and minor failures
2.1 A failure with Goods is a major failure if the Goods:
are unsafe;
are significantly different from the description, sample or demonstration model;
have a problem, or several problems together, that would have stopped a reasonable person from buying them if they had known about it; or
are substantially unfit for their normal purpose, or for a purpose you told us about, and cannot easily be fixed within a reasonable time.
2.2 For a major failure, you can choose to reject the Goods and get a refund or a replacement, or keep them and get compensation for the drop in value. You can also claim compensation for other reasonably foreseeable loss or damage caused by the failure.
2.3 For a failure that is not major, we will fix it free of charge within a reasonable time, and we can choose whether to repair, replace or refund. If we do not fix it within a reasonable time, you may have further rights under the ACL.
2.4 Similar rules apply to Services. For a major failure with a Service, you can cancel and get a refund for the unused portion, or compensation for its reduced value. For other failures, we will fix the problem within a reasonable time.
3
How to report a problem
3.1 Please contact us as soon as you notice a problem. Reporting early helps us diagnose the fault and prevent further damage, but it does not change your rights.
Request Service app: 3dwerk-service-app.vercel.app (sign-in required)
Email: support@3dwerk.com.au
Phone: +61 485 696 050
3.2 To help us assess the problem quickly, please send:
your name, business name and order or invoice number (or other proof of purchase);
the Machine model and serial number, or the Consumable or Part name and batch number;
a clear description of the problem, when it started and any error messages;
photos or short videos of the problem and, for transit damage, of the packaging; and
details of the materials, settings and environment in use at the time.
3.3 You do not need the original packaging to make a claim.
3.4 Please do not open, dismantle or try to repair a Machine yourself unless we ask you to, as this could make the fault worse or create a safety risk.
4
How we assess a claim
4.1 We will acknowledge your report within 1 Business Day and tell you the next steps. For Machines, we may first troubleshoot remotely with you, then inspect the Machine on site or arrange for it to be collected.
4.2 Where a fault needs manufacturer support, we manage the escalation to Flashforge and keep you updated. You deal with us throughout.
4.3 Once we have assessed the claim, we will tell you whether there is a failure to comply with a consumer guarantee, whether it is major, and what we propose. If you disagree, tell us and we will review it. You can also seek help from the agencies in section 11.
4.4 We give you the following notice in writing before we accept goods for repair:
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 a Machine may result in loss of the user-generated data stored on it, including print files, job history and settings. Please back up any print files you need.
4.5 If we inspect a problem and find it is not covered, we will explain why before doing any paid work and give you a quote. A call-out or inspection fee applies only if we told you about it before we attended.
5
Machines
5.1 Every Machine is imported to order for your business, then installed and commissioned on site. We do not accept returns of Machines because you have changed your mind, found a lower price elsewhere or no longer need the Machine.
5.2 This does not affect your rights if a Machine is faulty, is not as described or otherwise fails a consumer guarantee. Those rights always apply.
5.3 You can cancel a Machine order before delivery. If you cancel before we place the order with Flashforge, you get everything back. After that, we refund what you paid less our itemised actual costs, as set out in our Conditions of Sale: Machines and Equipment.
6
Consumables
6.1 If Consumables are faulty or not as described, your consumer guarantee rights apply. Please keep the affected product and packaging and send us the batch number and photos.
6.2 We do not accept returns or give refunds on Consumables because you change your mind, for example if you ordered the wrong wax or no longer need it. Please check your order before you pay. This does not affect your rights under the ACL if the Consumables are faulty or not as described.
7
Parts
7.1 If a Part is faulty or not as described, your consumer guarantee rights apply.
7.2 We do not accept returns or give refunds on Parts because you change your mind. Please check the Part number with us before you order. This does not affect your rights under the ACL.
7.3 If we fitted the wrong Part, or a Part we supplied fails, that is covered by your consumer guarantee rights and, where relevant, the 3D Werk Warranty Against Defects or your Service Plan.
8
Service Plans
8.1 Our Service Plan Terms set out how to cancel a Service Plan and when refunds apply. In short:
Boundless Labour can be cancelled at any time, effective at the end of the billing month, with no refund of part months. After cancelling, you cannot rejoin Boundless Labour for 6 months.
A Care Plan does not renew automatically. There is no change of mind refund, and the term you have paid for is not refunded, except where the law requires it or we cannot provide the plan.
The service contract included with a new WaxJet 51C or WaxJet 530 is part of the Machine price and has no separate cash value, except as the Service Plan Terms provide.
8.2 Your consumer guarantee rights for Services always apply.
9
When the consumer guarantees do not cover a problem
9.1 The consumer guarantees protect you against problems with the Goods or Services themselves. They may not cover a problem if the Goods were used abnormally or damaged after supply by something we did not cause, and then only to the extent the problem was caused that way, for example:
abnormal use, including use the manufacturer's instructions warn against;
an accident, or damage after delivery that we did not cause;
a failure to take reasonable steps to prevent the problem, such as ignoring error messages or skipping the routine maintenance in the user documentation;
unsuitable materials, such as non-genuine wax, or an unsuitable operating environment such as uncontrolled temperature, dust or unstable power; or
repairs or modifications by someone other than us or a repairer we authorise, or moving a Machine without our guidance.
9.2 They also may not cover a defect we specifically drew to your attention before you bought the Goods, or one that an examination you made before buying ought reasonably to have revealed.
9.3 Normal wear from ordinary use over time is not a defect, but Goods must still be reasonably durable.
9.4 If a problem is excluded for one of these reasons, we will explain why and can quote to repair it. Any part of the problem not caused by one of these reasons is still covered.
10
Refunds and return costs
10.1 Refunds are paid to the original payment method (for example the same card or PayPal account), unless we agree otherwise. Bank transfers are refunded to the account they came from.
10.2 We aim to pay refunds within 10 Business Days after we approve them. Your bank or payment provider may take a few more days to show the refund.
10.3 Where a refund is due because of a failure to comply with a consumer guarantee, we refund the full amount you paid for the affected Goods, without deducting for use.
10.4 If a Machine or other large or heavy item has a confirmed failure, we arrange and pay for collection, return and redelivery, or repair it on site. For small items that can easily be posted, please contact us first, and we will reimburse your reasonable return costs if a failure is confirmed.
11
Getting help
11.1 We would like the chance to fix any problem first, so please contact us. If you are not satisfied with how we handle your claim, you can contact:
the Australian Competition and Consumer Commission (ACCC): www.accc.gov.au or 1300 302 502; or
NSW Fair Trading: 13 32 20 or www.nsw.gov.au/departments-and-agencies/fair-trading.
@
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
OFFICIAL REFERENCES
Learn more about your rights
These pages from Australian government regulators and the official legislation register explain the laws referred to above.
Questions about these terms?
Talk to us before you buy. We are happy to explain anything in plain language.
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3D Werk, ABN 68 663 371 015. Sydney NSW. support@3dwerk.com.au · +61 485 696 050