3D WERK
LEGAL AND POLICIES
LEGAL
Our warranty on
every Machine we supply.
On top of your rights under the Australian Consumer Law, we warrant every Flashforge WaxJet Machine we supply, and the Parts we fit, against defects in materials and workmanship. This page explains what is covered, for how long, and how to claim.
3D Werk Warranty Against Defects · Last updated 2 October 2026
Period
12 months from the Installation Date, parts and labour included.
On site
We repair on site within the Sydney Metro Area at no cost to you.
One place to claim
You claim with us in Sydney, never with the factory in China.
Your rights
This warranty is in addition to your rights under the Australian Consumer Law, which can last beyond 12 months.
ON THIS PAGE
1
Who gives this warranty
1.1 This warranty is given by:
3D Werk (ABN 68 663 371 015), trading as 3D Werk
Sydney NSW
Phone: +61 485 696 050
Email: support@3dwerk.com.au
Website: www.3dwerk.com.au
1.2 "We", "us" and "our" means 3D Werk. "You" means the customer who bought the Machine from us, or a new owner to whom this warranty has been transferred under clause 11.
1.3 In this warranty: "Machine" means a Flashforge WaxJet printer we supply; "Parts" means genuine Flashforge spare parts; "Consumables" means wax and other materials used up in printing; "Installation Date" has the meaning in our Conditions of Sale: Machines and Equipment; "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; and "ACL" means the Australian Consumer Law in Schedule 2 of the Competition and Consumer Act 2010 (Cth).
1.4 Flashforge makes the Machines in China and has no place of business in Australia. We import them, so under the ACL we are treated as the manufacturer. You claim under this warranty with us, not with Flashforge.
2
Your rights under the Australian Consumer Law
Australian Consumer Law
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.
2.1 The benefits to the consumer given by the warranty are in addition to other rights and remedies of the consumer under a law in relation to the goods or services to which the warranty relates.
2.2 Your rights under the ACL are not limited to the warranty period. If a problem appears after the warranty period ends, you may still have rights under the ACL, and we will deal with you fairly under them.
2.3 If you are not a Consumer under the ACL (for example, because you bought a WaxJet 530 for more than A$100,000), the consumer guarantees may not apply to your purchase, but this warranty still applies in full.
3
Warranty period
3.1 The warranty period for a Machine is 12 months from its Installation Date. In short, that is the date you sign off installation, or the date of delivery if we are not installing it, or 14 days after delivery if installation is delayed for reasons on your side.
3.2 Parts we fit under this warranty are covered for the rest of the Machine's warranty period. Parts fitted in a paid one-off repair have no separate warranty from us, but your rights under the ACL still apply.
3.3 The defect must first appear within the warranty period. Please tell us as soon as reasonably possible. We will accept a claim made up to 30 days after the period ends if the defect appeared during it.
3.4 A repair or replacement under this warranty does not start a new warranty period for the Machine, except as clause 3.2 provides for Parts.
4
What is covered
4.1 We warrant that the Machine, and Parts we fit, will be free from defects in materials and workmanship during the warranty period when used in line with the manufacturer's instructions.
4.2 If a covered defect appears, we will diagnose it (remotely where possible, with your permission) and supply the Parts and labour needed to fix it, at no cost to you.
4.3 Printheads are covered for defects in materials and workmanship.
4.4 For a Machine installed within the Sydney Metro Area, we carry out warranty repairs on site at no cost to you, including our travel.
4.5 For a Machine installed outside the Sydney Metro Area, we still cover Parts and labour, and you can choose either:
return to base at our cost: we arrange and pay for packing, freight and transit insurance to and from our Sydney premises, repair the Machine there, return it, and reinstall and recommission it at no cost; or
on-site repair: we repair the Machine at your site, and you pay our reasonable travel and accommodation costs, which we quote to you for approval before we travel.
Return to base is the default, so a warranty repair costs you nothing. Where a Part can safely be fitted by you with our remote guidance, we may also offer to send it at our cost, but you do not have to accept that option.
4.6 If you have a Service Plan, our response and attendance targets in the Service Plan Terms apply to warranty repairs. Targets are not guarantees.
5
What this warranty does not cover
5.1 This warranty does not cover defects, damage or failures to the extent they are caused by:
misuse, neglect, or use that is not in line with the manufacturer's instructions, user manual or safety data sheets;
accidents, impacts, drops, spills or other physical damage;
non-genuine wax, materials or parts;
an unsuitable environment, such as temperature, humidity, dust, vibration or ventilation outside the manufacturer's requirements;
power events, such as surges, spikes, brownouts, lightning or an unsuitable power supply;
repair, modification or servicing by anyone other than us or a person we authorise;
moving the Machine after installation, other than by us or with our written guidance; or
a printhead blockage caused by the Machine being left inactive for a long period contrary to the user manual.
5.2 This warranty also does not cover Consumables, or normal wear of items designed to wear out and be replaced in normal use, such as wipers and filters.
5.3 If we attend a claim and find the fault is not covered, we will tell you before doing any chargeable work and give you a quote. We will not charge for work you have not approved. A call-out fee applies only if we told you about it before attending.
5.4 The exclusions in this clause 5 limit this voluntary warranty only. They do not limit your rights under the ACL.
6
How to make a claim
6.1 Contact us as soon as you notice the problem:
Request Service app: 3dwerk-service-app.vercel.app;
email: support@3dwerk.com.au;
phone: +61 485 696 050; or
post: ask us for our postal address and we will send it to you.
6.2 Please give us your name, business name and contact details; the Machine model and serial number; your invoice number or the purchase or installation date; a description of the problem and when it started; photos, videos, error codes or logs if you have them; and the wax and materials you have been using.
6.3 We will acknowledge your claim within 1 Business Day and assess it within 5 Business Days after we receive the information in clause 6.2. We will then tell you whether the claim is accepted and, if it is, how and when we will fix the defect.
6.4 Please give us reasonable access to the Machine and the site, follow our reasonable troubleshooting steps, and let us access the Machine remotely if that would help (only with your permission).
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What we will do
7.1 If your claim is accepted, we will repair or replace the Machine or Part, at our choice.
7.2 We may use new or refurbished Parts, and we may replace a defective Machine or Part with a refurbished one of the same type, as set out in the repair notice in clause 9.
7.3 If we cannot repair or replace the Machine or Part within a reasonable time, we will discuss the options with you, and you keep all your rights under the ACL, including a refund or replacement for a major failure.
8
Who pays the expenses of claiming
8.1 We pay the costs of honouring an accepted warranty claim, including Parts, labour, our travel within the Sydney Metro Area, and packing, freight and transit insurance for return to base repairs under clause 4.5.
8.2 You pay your own costs of contacting us, and, if you choose on-site repair outside the Sydney Metro Area, the travel and accommodation costs you approved in advance.
8.3 If we agree in writing, in advance, that you should pay an expense we will cover (for example sending a Part to us by courier), send the receipt with your claim reference to support@3dwerk.com.au or our postal address, and we will reimburse you within 10 Business Days.
9
Repair notice
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 your Machine may result in loss of the user-generated data stored on it, including print files and job data. Please copy any data you want to keep before the repair.
9.1 We also give you this notice in writing each time before we accept a Machine or Part for repair.
10
Helping your Machine last
Genuine Flashforge wax and Parts, the manufacturer's maintenance schedule, a suitable room, trained operators and regular backups of your print files all help keep your Machine printing and your warranty claims simple.
11
Transferring this warranty to a new owner
11.1 If you sell or give the Machine to someone else during the warranty period, the rest of the period transfers to the new owner if:
you or the new owner tell us in writing within 30 days after the transfer, with the new owner's name and contact details and the Machine's serial number; and
any move of the Machine is done by us or with our written guidance, and the new site meets the manufacturer's requirements.
11.2 We will quote for any relocation or reinstallation in advance. If the Machine moves outside the Sydney Metro Area, clause 4.5 applies.
11.3 A new owner may also have rights under the ACL, which this warranty does not limit.
@
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