Frequently Asked Questions

Find quick answers about buying from ZENIX. For an existing order, include your order reference when contacting our team.

Ordering and payments

Does ZENIX have a showroom or walk-in store?

ZENIX is an online-only store. We do not operate a public showroom, walk-in shop, customer pickup point or return counter. Place orders through store.zenix.lk.

Can I place an order through WhatsApp?

WhatsApp is available for enquiries and support. Place your order and complete payment through our website so the product options, amount and order reference are recorded correctly.

Which payment methods are available?

ZENIX accepts bank transfers and card payments through website checkout. Card instalments are available where offered for the selected card and purchase. Check the displayed payment terms before paying.

Can I request a quotation?

Yes. ZENIX can provide a quotation for reference and planning. A quotation does not place an order or reserve stock. All orders must still be placed through our website.

Do you accept purchase orders or credit terms?

No. We do not accept purchase orders (POs) or offer a credit period. Place the order through our website and complete payment using an available website payment method before dispatch.

Do you accept custom product orders?

No. We supply items listed in our website catalogue. Check the current price, availability and selected product options when ordering.

Stock and delivery

How do I check availability?

Check the product page after selecting the model, colour, size or version you need. Options within the same listing can have different availability. An unpaid order or an item in a cart does not reserve stock.

How long does delivery take?

Most in-stock orders are normally delivered within 1–3 working days after payment confirmation. Location, courier schedules and public holidays can affect the estimate. Larger parcels may take longer in some areas. Pre-orders have a separate quoted lead time. Read the Delivery page.

When will I receive tracking?

Tracking details are normally sent on the evening of dispatch after daily shipments are finalised. The courier may take time to show the first scan.

Why did I receive two tracking numbers?

Your order is usually travelling in two separate parcels. Track both; they may arrive at different times.

Can packages longer than 2 metres be delivered to my address?

Home delivery is not always available for extra-long packages because some local courier branches lack suitable vehicles. The courier may ask you to collect a package longer than 2 metres from the nearest suitable branch. Contact us before paying if delivery to your address is essential, and wait for confirmation that the parcel is ready before collecting it.

Can I collect an urgent order from a courier branch?

Contact us to check whether branch collection can be arranged. Travel only after the courier confirms the parcel has reached the branch and is ready for collection.

Does “Notify me when available” reserve a product?

No. It requests an availability notification. A pre-order reservation requires an accepted website order and the required payment.

Can I cancel a paid pre-order because I changed my mind?

During the quoted lead time, ZENIX does not normally accept a paid pre-order cancellation solely because you change your mind. Contact us promptly if you need a change or cancellation; we will review whether withdrawal is appropriate and practicable for that order. Applicable consumer rights remain available.

What if my pre-order cannot be delivered within the quoted lead time?

You may cancel the affected pre-order for a full refund of the amount paid for it, or expressly agree to a revised lead time. This refund option also applies if the quoted period has passed without delivery. An existing supplier commitment does not remove it, and we do not deduct a cancellation fee for that delay or require store credit.

Choosing the right product

Are original and compatible parts the same?

An original part is identified as such in its listing. A compatible or alternative part is a different product and should be evaluated using its stated specifications. Check the exact model, part number, dimensions and connectors before ordering.

Will a part fit my machine?

Check the listing against your machine model and existing component. If unsure, send us the product link, machine model, part number and clear photographs before you order.

What is the difference between Global and China Mainland versions?

Regional versions may differ in cloud connectivity, app access, language, firmware support or available printing methods. Check the version and features stated in the exact product listing. If a particular cloud or app feature is essential to you, ask us before ordering.

Will every accessory shown in a product image be included?

Use the listing's package contents and selected configuration to check what is included. Images can show optional accessories or another configuration. Ask us before purchase if the included items are unclear.

Do machines arrive ready to use?

Machines are supplied in their original manufacturer packaging. Some models are supplied as semi-assembled kits and require further assembly before use.

For a semi-assembled kit, the customer is responsible for completing assembly correctly. Follow the manufacturer's manual or the relevant assembly videos for the exact model, including required checks, setup and calibration before operating the machine.

Are assembly services and training included?

Assembly services and training programmes are provided only when they are expressly included in the package you purchase. If they are not included, the machine purchase does not include assembly or training.

Can any laser cut any material?

No. Material suitability depends on the laser type, wavelength, power and the material itself. Send us the material and intended process before choosing a machine, and follow the manufacturer's safety requirements.

Warranty, returns and support

Does every item have the same warranty?

No. Warranty periods and covered components vary by product. Check the specific product's warranty information and retain your invoice. A machine warranty does not mean every consumable or wear item has identical coverage.

Will a small fault entitle me to a new machine?

No automatic whole-machine exchange is offered for a component fault. For example, a faulty cooling fan is normally assessed and resolved through a suitable replacement part or repair. Whole-machine replacement or a refund may be appropriate after assessment where parts or repair cannot reasonably resolve the problem, or where required by consumer law.

How are machine warranty faults handled?

We normally begin with remote assessment. A suitable smaller fault may be resolved by sending a warranty part with replacement guidance. Complex faults may require you to bring the machine to an agreed service location. Repairs may be handled by ZENIX, at a ZENIX service location where available, or by an arranged partner.

Can I courier my assembled printer or machine for repair?

Only after ZENIX expressly approves the shipment and packing arrangements. Assembled machines can be damaged in transit, so the normal route is customer-arranged drop-off and collection at the agreed service location. Do not ship or travel before our team confirms the arrangement.

What if I am unable to replace a part myself?

Tell us before starting. Only undertake suitable work that you can perform safely; we will discuss an appropriate repair arrangement and explain any proposed charges before you agree.

How are small tools and compact items handled?

We may ask you to return the item for assessment and repair. If repair is not practical, an appropriate replacement or other remedy may be arranged.

Does a warranty include free repair labour?

For an approved machine warranty fault not caused by customer misuse or damage, ZENIX covers inspection, approved parts and repair labour when you bring the machine to the agreed service location. You arrange and pay for bringing and collecting the machine. Charges for an on-site visit or work outside covered warranty are explained before you agree.

When does my warranty start?

On the date the product is delivered to you. For a pre-order, the advance payment or reservation date does not start the warranty period.

Can the machine be repaired at my premises?

On-site service may be available depending on the location, fault and service availability. Transport or travel costs and additional service charges apply, including for equipment under warranty. We explain the charges for your agreement before booking a visit.

Who pays courier charges for an approved warranty claim?

ZENIX covers approved courier charges both ways for courier movements it authorises as part of an approved warranty claim. This does not authorise an unarranged whole-machine shipment. Contact our team first for the item, receiving address and packing instructions.

Can I return an item because I changed my mind?

We review voluntary returns of correctly supplied products individually. If accepted, the agreed amount is credited as a voucher for a future website order after we receive and check the item. It is not refunded to the original payment method or paid out as cash. You pay return delivery, even if the original delivery was free. Contact us before returning anything. Remedies for faulty, incorrect or misdescribed goods are handled separately.

Can I exchange an item for a different product?

Exchange requests are reviewed case by case and must be agreed before returning the item. After we receive and check it, we will either issue a voucher for the agreed amount or send the agreed replacement, as confirmed with you. You pay both return and replacement delivery, even if the original order had free delivery. Any price difference and delivery charges are confirmed before the exchange is completed.

What should I do if something arrives damaged or incorrect?

Contact us as soon as possible with your order reference and photographs. Keep the item, packaging and shipping label. We will guide the assessment and return arrangements.

How do I obtain technical support?

Email support@zenix.lk or WhatsApp +94 77 675 9633 with your order reference, product model, exact error and photographs or a short video.

For full details, read our Warranty, Returns and Refunds policy.