Warranty Policy

This Warranty Policy describes the voluntary limited warranty offered by DURONG HOLDING (HONG KONG) LIMITED (“FibreSeek”, “we”, “us”, or “our”) for FibreSeek continuous-fiber 3D printers, including the FibreSeeker 3 and other full-series models (collectively, the “Products”). This voluntary Limited Warranty is offered to individual consumers purchasing for personal, family, or household use. It does not limit any non-excludable statutory rights that may apply under applicable law.

For order cancellation, voluntary no-reason returns, exchanges, shipping refunds, and other refund arrangements, please refer to the separate Return & Refund Policy.

1. General Provisions

1.1 This Warranty Policy applies to warranty service for Products sold by DURONG HOLDING (HONG KONG) LIMITED. It describes warranty coverage, after-sales repair standards, and the respective rights and obligations of FibreSeek and the purchaser (“you” or “your”).

1.2 Warranty periods begin upon receipt of the Products as stated in Section 2. Matters not covered here may be addressed through a written agreement between the parties, without limiting any non-excludable legal rights.

1.3 The warranty services described in this Policy do not affect any non-excludable rights and remedies available under applicable law, including mandatory consumer-protection laws in your jurisdiction.

1.4 Please keep valid proof of purchase (such as a purchase invoice, order confirmation, or receipt) when requesting warranty services.

2. Scope and Duration of Warranty

(I) Limited Warranty Coverage

Whole Machine Warranty:

From the date you receive the Products, the whole machine (excluding consumable and wear parts, supplies, and non-original accessories) is covered by a twelve (12)-month limited warranty, or such longer period as may be required by the mandatory consumer-protection laws of the jurisdiction in which you reside (for example, two years for consumers in the European Union). For failures within the scope of this warranty, FibreSeek will, at its option, repair the Product or replace defective components with original replacement parts, free of charge.

Consumable and Wear Parts:

The parts listed in the table below have their own warranty periods and are not covered by the twelve-month whole-machine warranty. Each part is, however, warranted to be free from manufacturing defects at the time of delivery. Parts marked "No extended warranty" are warranted only through the initial delivery inspection; this does not exclude any non-excludable statutory rights or remedies.

Non-Warranty Scope:

• All supplies and consumable materials, including printing filaments, resins, powders, and drying ovens;

• Accessories, attachments, or parts not supplied by FibreSeek, and any damage caused by or resulting from the use of third-party parts or unauthorized modifications;

• Damage resulting from misuse, abuse, neglect, accident, improper installation or operation, unauthorized modification or repair, or failure to follow FibreSeek’s official operating and maintenance instructions; and

• Damage resulting from force majeure, including earthquakes, fires, floods, lightning strikes, and other events beyond FibreSeek’s reasonable control.

For the complete list of warranty exclusions, see Section 5. The exclusions in this Policy apply only to the extent permitted by applicable law and do not limit your non-excludable statutory rights.

(II) Component Warranty Period Table

3. Warranty Service

(I) Services Within the Warranty Period

Technical Support: FibreSeek provides free fault detection, technical diagnosis, remote guidance (including video guidance), and solutions.

Repair or Replacement: For confirmed warranty claims, FibreSeek will repair or replace covered components free of charge. FibreSeek will bear the reasonable, documented shipping costs associated with valid warranty claims (reimbursed upon receipt of the shipping receipt or arranged through FibreSeek’s prepaid shipping label).

(II) Services Beyond the Warranty Period

Technical Support: Free remote manual diagnosis services and technical consultation will continue to be provided for the service life of the Product (excluding accessory costs).

Repair Services: Paid remote-guided repair services are provided. You will receive a detailed quotation before any chargeable work begins, and no work will be performed without your prior written confirmation.

Accessory Supply: For accessories that need to be replaced, original accessories will be provided with pricing quoted and confirmed to you in advance of shipment. If a replacement part or component has been discontinued, FibreSeek may provide a functionally equivalent replacement.

4. Repair Process and Requirements

(I) Requesting Repair Service

① Contact FibreSeek through an official support channel (email, or online customer service), and provide the product model, serial number, fault description, and relevant supporting documents (such as fault photos, inspection reports, or videos).

② After receiving your request, FibreSeek will complete an initial diagnosis within two (2) business days, confirm whether the issue is eligible for warranty service, and advise you of the next steps.

③ If the Product is confirmed eligible for repair, ship it to the designated service address provided by FibreSeek customer service following FibreSeek’s standardized process, and register the shipment tracking information in the official system before shipment.

(II) Repair Terms

① Package the Product in accordance with FibreSeek’s packaging requirements (retaining the original packaging is recommended) to prevent damage in transit; FibreSeek is not liable for damage caused by improper packaging.

② When shipping the Product for repair, a copy of the purchase invoice and a fault description shall be attached, indicating the contact person, contact information, and return logistics details.

③ Before requesting repair, back up the model files, parameter settings, and other data stored on the equipment, restore the factory settings, and log out of your account. FibreSeek is not liable for data loss or leakage during the repair process.

④ After receiving the Product, FibreSeek will complete the inspection within three (3) business days and the repair within seven (7) business days (if special-order parts are required, you will be notified of the revised timeline). The repaired or replaced Product will be returned to you through the designated logistics.

⑤ If the Product for repair is found to be ineligible for free warranty after inspection, FibreSeek will provide a repair quotation, and work will proceed only after your confirmation. If you refuse the quotation, you will be responsible for the return shipping cost.

5. Warranty Exclusions

To the extent permitted by applicable law, and without limiting your statutory rights, FibreSeek is not obligated to provide free warranty service for the corresponding failure (whether within or beyond the warranty period) in the following circumstances:

5.1 Damage directly caused by failure to perform routine maintenance in accordance with FibreSeek's official maintenance guide, or by failure to follow standard procedures during maintenance (such as cleaning, lubrication or belt-tension adjustment).

5.2 Damage caused by accidents, moisture, stains, sand ingress, water ingress, mold, corrosion, falling, artificial unauthorized modification (including structural, hardware, or firmware modifications), unauthorized repair, collision, burnout, or third-party equipment and other non-product quality issues.

5.3 Customer-caused damage occurring after delivery that is not attributable to a manufacturing defect, non-conformity, or a delivery issue for which FibreSeek is responsible. A carrier report may assist investigation, but accepting delivery or being unable to obtain such a report does not automatically exclude a valid claim.

5.4 Damage caused by force majeure (such as earthquakes, fires, floods, lightning strikes, or traffic accidents).

5.5 Damage directly caused by failure to install or use the Product in accordance with FibreSeek’s official instructions and operation guidelines (including product interface prompts and official website guidelines).

5.6 Products whose serial number or other equipment identification mark has been torn, defaced, or altered, making it impossible to verify the Product’s origin.

5.7 Failure to provide valid proof of purchase from official FibreSeek channels or officially authorized channels, or the documents have signs of forgery or alteration.

5.8 Any minor appearance damage such as wear and scratches that do not affect product performance; however, if such appearance wear is accompanied by an internal functional failure, that functional failure may still be covered under this Policy.

5.9 Where FibreSeek confirms through inspection that a failure or damage is directly caused by the use of non-official parts or low-quality supplies, the corresponding failure or damage will not be covered; this exclusion applies only to the extent the non-official part or supply caused the failure.

5.10 Where FibreSeek confirms through inspection that a failure or damage is directly caused by repair services performed by non-officially authorized service centers, the corresponding failure or damage will not be covered under the free warranty; the remaining unrelated parts of the Product will still enjoy the warranty benefits under this Warranty Policy.

5.11 Damage directly caused by improper handling, to the extent permitted by law. This exclusion does not require you to delay necessary emergency action or prioritize equipment preservation over personal safety; see Section 7.

6. Additional Warranty Service Terms

6.1 When your Product requires repair or other service, you must contact the original purchase channel or an official FibreSeek support channel; failure to do so may result in additional service costs.

6.2 Warranty support is coordinated through FibreSeek and the original purchase channel for the applicable regional Product version. Contact FibreSeek before sending a Product for repair; any authorized service or return address will be provided directly. Cross-region service availability and any permitted additional costs will be explained before chargeable work begins. This policy does not represent that a physical service center exists in every destination country and does not limit your non-excludable statutory rights.

6.3 If the product is found to be ineligible for free repair after inspection, you shall bear the cost of the corresponding replacement parts and repair fees.

6.4 If the receiving address you provided is incorrect, or if the recipient refuses to accept the delivery without FibreSeek’s confirmation, you shall bear the resulting losses.

6.5 If a shipment is marked delivered but has not arrived, or arrives damaged or incomplete, contact FibreSeek and, where appropriate, the carrier promptly. Reporting within 72 hours where practicable and retaining packaging, photographs, and tracking information helps investigation. This reporting request is not a deadline that removes rights or remedies provided by applicable law.

6.6 Where FibreSeek confirms through inspection that a failure or damage is directly caused by the use of third-party accessories, non-official firmware, or the modification/update of firmware using non-official channels, the corresponding failure or damage will not be covered.

6.7 FibreSeek’s full-series printers have strict regional usage restrictions. Please purchase the corresponding version of the Product according to your country/region; otherwise, you may not be able to obtain local after-sales service, and additional costs may apply.

6.8 If the equipment shows dangerous conditions such as smoke, abnormal noise, or a part falling off, you must stop using it immediately and contact FibreSeek’s customer service; otherwise, the resulting damage or loss will not be covered.

7. Safety Precautions

7.1 Before using the FibreSeek continuous fiber 3D printer for the first time, please carefully read the product’s quick start guide, terms of use, disclaimer, and safety guidelines to understand all safety precautions.

7.2 When using the FibreSeek continuous fiber 3D printer, please ensure that the print head, wire feeding mechanism, guide rails, and other parts of the equipment are maintained and cleaned in accordance with the official maintenance guide.

7.3 Personal safety takes priority over equipment preservation. Follow the official Product safety guidelines, applicable local safety requirements, and instructions from emergency services. Selection and use of fire-fighting equipment must be appropriate to the actual hazard. This warranty policy does not require a particular extinguisher in every circumstance or require you to delay necessary emergency action. Any exclusion for damage caused by improper handling applies only to the extent permitted by law.

7.4 Avoid touching high-temperature parts (such as the heat bed, nozzle, and heating module) when the equipment is in operation to prevent scalding; after the equipment is paused or shut down, wait for the high-temperature parts to cool down to room temperature before performing cleaning or maintenance operations.

7.5 It is prohibited to use the equipment in humid, dusty, flammable, or explosive environments or within the reach of children to avoid safety accidents such as short circuits, fires, or mechanical injuries.

8. Technical Support and Contact Information

FibreSeek provides free technical support and consultation for the service life of the Product covering equipment operation, parameter debugging, process optimization, fault diagnosis, and related matters.

Consultation Channels:

￮ Official Technical support email: support@fibreseek3d.com

￮ General Inquiry email: info@fibreseek3d.com

￮ Customer support hours: 9:00–21:00 (UTC+8) Monday to Friday (We prioritize support requests based on their urgency and impact, and aim to respond as promptly as possible within our support hours.)

￮ Registered Address: SUITE 6503, 65/F, CENTRAL PLAZA, 18 HARBOUR ROAD, WAN CHAI HONG KONG

9. Privacy and Personal Information

9.1 When you apply for warranty, repair, technical consultation, or other services, you authorize FibreSeek to collect and use necessary information, including product serial number, fault description, contact person's name, phone number, address, email, etc., for providing services and following up after-sales matters.

9.2 FibreSeek will strictly protect the security of your personal information, comply with its Privacy Policy and applicable privacy laws, and will not disclose your personal information to third parties without authorization, except as required by law or as necessary to provide the requested services. The Privacy Policy is available on the official website.

9.3 Before sending the equipment for repair, log out of any account logged in on the equipment, back up important data, and restore the factory settings. If data leakage or loss occurs due to failure to do so, FibreSeek shall not be liable.

10. Policy Revision

10.1 FibreSeek has the right to make reasonable adjustments to this Policy in accordance with product iterations, market conditions, and changes in laws and regulations. Updates to this Policy will be announced through official websites, where appropriate, by email.

10.2 Changes apply only to new purchases made after publication of the updated Policy and do not affect warranty rights or agreed payment and refund arrangements for Products already purchased. The version of this Policy in effect on the date of your purchase governs your purchase. Previous versions are available upon request by contacting info@fibreseek3d.com.

10.3 If this Policy conflict with local laws and regulations, the local laws and regulations shall prevail to the extent of the conflict.

11. Statutory Rights

Nothing in this Limited Warranty limits or excludes any non-excludable statutory rights or remedies you may have under the mandatory consumer-protection laws of your jurisdiction of residence.

This Limited Warranty gives you specific legal rights, and you may also have other rights which vary from state to state. Some states do not allow limitations on how long an implied warranty lasts, or the exclusion or limitation of incidental or consequential damages, so the above limitations or exclusions may not apply to you. This Limited Warranty is provided in addition to, and does not limit, any rights you may have under the Magnuson-Moss Warranty Act (15 U.S.C. Sections 2301 et seq.) or applicable state consumer protection laws.