Warranty, Returns & Refunds

This policy explains warranty support, returns and refunds for products purchased from store.zenix.lk. ZENIX uses a common assessment and service process across its equipment range. The warranty period and any specific component exclusions or extra coverage are stated on the relevant product page or confirmed with your purchase.

Machine warranty · Product-specific coverage · Making a claim · Transport and packing · Returns · Exchanges · Refunds

Machine warranty does not mean an automatic new machine

ZENIX's machine warranty is an assessment, replacement-parts and repair process. It is not an automatic one-to-one exchange of a machine for a new unit whenever a fault occurs.

A fault in a replaceable component, such as a cooling fan, will normally be assessed and resolved through the affected part or an appropriate repair. A small component fault does not by itself require replacement of the entire 3D printer, CNC machine or other equipment.

Whole-machine replacement or a refund may be appropriate after assessment, for example if a covered fault cannot reasonably be resolved through parts or repair. This process does not remove any remedy required under applicable consumer law.

General terms and product-specific coverage

The warranty period advertised for the particular product applies; periods can differ between machines, tools and spare parts. The warranty begins on the date the product is delivered to you. For a pre-order, making an advance payment or reserving a unit does not start the warranty period.

Keep your invoice or order confirmation, delivery record and the product's serial number where applicable.

This CMS policy explains the general claim process. The product page identifies any specific exclusions, shorter component coverage or additional coverage for that item. Read both before purchase. The terms offered when your order was accepted apply to that order; a later website edit does not retrospectively remove promised coverage.

If a particular component is excluded from the advertised warranty, that exclusion applies to the stated component. It does not automatically exclude every other part of the machine. Contact us before purchase if a period, exclusion or covered component is unclear.

Manufacturing defects, wear and damage

Warranty support applies to eligible manufacturing defects within the advertised coverage and period. Normal wear, maintenance, ordinary consumable replacement and damage caused by use outside the specified operating conditions are different from manufacturing defects.

Depending on the product, wear items can include nozzles, build surfaces, resin-vat films, cutters, brushes, filters and similar parts. Delicate or consumable components, including resin-printer LCD screens and certain laser modules, may be excluded or have separate coverage as stated on their product pages. The main machine's advertised warranty does not automatically give each component identical coverage.

Resin leaks or spills, incorrect wiring or voltage, unsuitable materials, impact damage and improper maintenance are assessed according to the cause of the fault and the stated coverage. A modification or third-party part is considered in relation to the fault it caused or contributed to; it does not automatically decide every unrelated claim.

If an item appears faulty when supplied, report it even if it is a consumable or has limited ordinary warranty coverage. Applicable remedies for supplied defects, incorrect goods or misdescription remain separate from normal wear and lifespan limits.

Additional assistance beyond standard coverage

ZENIX may approve additional assistance for a particular component or claim, including a hotend issue that falls outside the usual coverage. Any such assistance is confirmed for that case. It does not automatically extend the same coverage to all products or future faults. Extra coverage expressly promised with your purchase remains part of that purchase's terms.

Kit assembly and warranty assessment

Some machines are supplied as semi-assembled kits in their original manufacturer packaging. The customer is responsible for completing assembly correctly using the manufacturer's manual or assembly videos for the exact model.

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.

A machine requiring customer assembly does not, by itself, lose its advertised warranty coverage. Damage caused by incorrect assembly or setup is assessed according to the cause of the fault and the applicable coverage, separately from an unrelated manufacturing defect.

How to start a warranty or support request

1. Contact support@zenix.lk or WhatsApp +94 77 675 9633 before returning an item, arranging repairs or travelling to a service location.
2. Provide your order reference, product model, serial number where available, exact error message and a description of when the fault occurs.
3. Send clear photographs or a short video where helpful, and explain any checks or changes already made.
4. Follow the safe assessment steps agreed with our team. We will decide the suitable service route based on the fault, product and safe handling requirements.

If equipment appears unsafe, stop using it and contact us. Do not keep running it merely to reproduce a potentially dangerous fault.

Smaller machine faults: replacement parts and guidance

Where a fault can safely and practically be resolved by replacing a component, we may send the approved warranty part directly to you and provide model-specific guidance for fitting it. This avoids unnecessary transport of a complete machine.

Only undertake a task that our team has identified as suitable and that you can carry out safely. If the work is beyond your ability or you are uncomfortable performing it, tell us before starting so we can discuss an appropriate repair arrangement.

Complex machine faults: physical assessment and repair

For a fault requiring more extensive diagnosis or repair, we may ask you to bring the machine to an agreed service location. The work may be carried out by ZENIX, at a ZENIX service location where available, or by an arranged repair partner. We will confirm the appropriate location and service arrangement for your case before you travel or send anything.

ZENIX covers inspection, approved replacement parts and repair labour for an approved warranty fault when the machine is brought to the agreed service location. The fault must fall within the applicable coverage and must not have been caused by customer misuse, incorrect installation or other customer-caused damage.

The customer arranges and pays for bringing the machine to the agreed service location and collecting it afterward. These travel and transport costs are separate from the covered repair itself.

If assessment identifies an excluded component, normal wear or a fault caused by incorrect use or damage, paid service may be offered where practical. Any potential inspection, parts or labour charge outside covered warranty will be explained and agreed before chargeable work proceeds.

On-site service at your premises

On-site service may be arranged depending on the location, fault and service availability. Transport or travel costs and additional on-site service charges apply, including where the equipment is under warranty. These charges depend on the case and will be explained for your agreement before the visit is booked. The approved warranty coverage for the affected parts remains applicable.

Requesting service at your premises does not make an on-site visit part of the standard free warranty repair arrangement. Bringing the machine to the agreed service location remains the normal route for a covered physical repair.

Small tools and other compact products

A small tool or other compact item may be returned under our instructions for assessment and repair. If repair is not practical, an appropriate replacement or other remedy may be arranged. The outcome depends on the assessed fault, applicable coverage and consumer rights.

Assessment and part lead times

Service time depends on the fault, inspection requirements, partner availability and replacement-part stock. A part that must be obtained from a manufacturer or imported will take longer than an item available locally. We will explain the expected next step and available estimate, and update you if the arrangement changes.

Transporting machines and approved courier returns

Do not courier an assembled machine to ZENIX or a repair partner unless we have expressly approved that shipment and its packing arrangements. Assembled machines can be damaged in transit, and packaging suitable for the original unassembled delivery may no longer secure the machine safely.

For complex machine cases, the customer normally arranges and pays for drop-off and collection at the agreed service location. Whole-machine courier returns are exceptional and require separate approval. Where approved, we will explain what must be sent, the receiving address and the packing or preparation required. Packing photographs may be requested before collection.

Use the approved packing instructions and retain the shipment reference. If the original packaging is unavailable, tell us so we can discuss suitable alternatives. Empty, protect or remove contents only as directed for that product. Do not send a resin-filled machine or loose liquids without specific instructions.

Damage caused during transport or by unsuitable packing is assessed separately from the original fault. Reporting one covered fault does not make new transport damage automatically covered; equally, transport damage does not by itself remove rights relating to an unrelated original defect.

For courier movements authorised by ZENIX as part of an approved warranty claim, ZENIX covers the approved courier charges in both directions. This is not approval to book an unarranged whole-machine shipment. We will confirm whether a component, compact item or complete machine needs to be transported.

Our corporate office at the World Trade Centre is not a public repair, collection or return counter. Use only the service or receiving location confirmed for your case.

Damage on arrival, incorrect items and supplied defects

Contact us as soon as possible if an order arrives damaged, incomplete, faulty or different from what you ordered. Keep the affected item, accessories, packaging and shipping label, and provide your order reference and photographs. We will explain the assessment and suitable remedy.

An unboxing video can help but is not a universal condition for a claim. If a fault only becomes apparent later, report it when discovered.

Change of mind or selecting the wrong item

Voluntary returns of correctly supplied products are reviewed individually. Acceptance is not automatic. Contact us before using, installing, opening sealed materials or returning the item.

We consider the item type, condition, use, packaging and ability to resell it. If we accept the return, we will confirm the return deadline, condition requirements, voucher amount and return instructions before you send the item. The voucher is issued after we receive the item and verify that it meets the agreed return conditions.

Accepted change-of-mind returns are credited as a voucher for a future website order. They are not refunded to the original payment method or paid out as cash.

Voluntary exchanges

If you want to exchange a correctly supplied item for a different product, contact us first. Exchange requests are reviewed case by case and require our agreement before you return anything.

After we receive and check the returned item against the agreed conditions, we will either issue a voucher for the agreed amount or send the agreed replacement item. We will confirm this arrangement with you, including any difference in price and applicable delivery charges, before completing the exchange.

The customer pays return delivery and any replacement delivery for an accepted voluntary return or exchange, even if the original order included free delivery. Free delivery on the original order applies to that original shipment. We will confirm the return arrangements and any replacement-delivery charge before you agree.

These voluntary arrangements apply to correctly supplied products returned because you changed your mind or selected the wrong item. Claims for faulty, incorrect or misdescribed goods, and remedies required by consumer law, are handled separately under the relevant parts of this policy.

Cancellation and refunds

Contact us promptly with your order reference if you need to cancel an order. For an in-stock order, the available arrangements depend on whether payment has been confirmed and the item has been dispatched. We will explain the order-specific options before you agree.

During the quoted lead time, we do not normally accept cancellation of a paid pre-order solely because you change your mind. We will still review a request where withdrawal is appropriate and practicable, and applicable consumer rights remain available.

If ZENIX cannot deliver a paid pre-order within its quoted lead time, or that period has passed without delivery, you may cancel it for a full refund of the amount paid for the affected pre-order. You may instead expressly agree to a revised lead time. A supplier commitment does not remove this refund option, and no cancellation fee is deducted for that delay.

If ZENIX cannot supply a paid item, we will offer a refund for the item that cannot be supplied, or another resolution that you expressly agree to. A substitute product, store credit or an adjustment against a future order requires your agreement.

Payment refunds and voucher credit

Where a payment refund applies to an unsupplied order, a missed pre-order lead time or another eligible claim, we will confirm the amount and processing arrangement. Card payment refunds are submitted through the payment provider to the original payment method where supported. They usually take around seven working days after submission to appear, although the provider and card issuer control the final timing. Bank-transfer refunds use verified refund details.

This payment-refund process is separate from accepted change-of-mind returns, which are credited as vouchers under the voluntary-return terms above.

Consumer rights and further review

This policy does not exclude or reduce mandatory rights, warranties or remedies under applicable Sri Lankan consumer law. If a mandatory protection conflicts with a policy term, that protection applies.

If you are dissatisfied with a claim outcome, write to store@zenix.lk with your order reference and the resolution you are seeking. You may also use the complaint channels available through the Consumer Affairs Authority of Sri Lanka.