Refund policy

FibreSeek US Store is operated by DURONG HOLDING (HONG KONG) LIMITED ("FibreSeek," "we," "us," or "our"). This Return & Refund Policy explains our procedures for order cancellation, returns, exchanges, and refunds for eligible FibreSeek continuous-fiber 3D printers, including the FibreSeeker 3, purchased through our official sales channels.

We offer a voluntary 14-day return period and 30-day exchange period for eligible requests based on personal preference or a change of mind. These voluntary periods do not restrict any rights or remedies you may have for defective products, incorrect products, or products that do not conform to the order under applicable law.

1. Returns Within 14 Days

You may request a return for personal reasons within fourteen (14) calendar days, counted from the day after delivery, through the original purchase channel, subject to the following conditions:

  • The printer has not been used or installed and remains in a condition that does not affect resale.

  • The original packaging, accessories, cables, gifts, instructions, labels, and other included items are intact and complete.

  • You can provide valid proof of purchase, such as an order confirmation or receipt.

  • For a return unrelated to a product defect or non-conformity, you are responsible for the return shipping cost.

A voluntary return may be declined if the request falls outside the stated period, the product shows use or damage, required items are missing, proof of purchase is invalid, or the other conditions above are not met. These conditions do not limit any mandatory rights relating to defective or non-conforming goods.

2. How to Request a Return

  1. Contact info@fibreseek3d.com or the official sales channel through which you purchased the product. Provide your order number, proof of purchase, the product details, and the reason for your request. Include photographs or other relevant evidence if reporting an issue.

  2. Wait for FibreSeek to confirm the request and provide return instructions, including the designated return address. Please do not ship the printer to our Hong Kong registered business address unless our support team specifically instructs you to do so.

  3. Once FibreSeek confirms a voluntary return request, send the approved items within fourteen (14) calendar days after that confirmation. Pack the printer carefully, preferably in its original packaging, to prevent transit damage.

  4. Retain your shipping receipt and tracking number, and provide tracking information to our support team if requested.

For a return based solely on personal preference, the customer pays the return shipping cost. For a confirmed defect or product non-conformity, FibreSeek will bear reasonable return shipping costs, subject to applicable law and the claim circumstances.

3. Exchanges Within 30 Days

For personal-reason exchanges, you may request an exchange within thirty (30) calendar days, counted from the day after delivery, through the original purchase channel.

The original packaging, accessories, gifts, instructions, and labels must be intact, and the printer must not show physical damage or unauthorized modification. A valid proof of purchase is required.

For an exchange unrelated to a confirmed defect or non-conformity:

  • You pay the return shipping cost and the shipping cost for the replacement product.

  • Any price difference must be paid before the replacement is shipped.

  • After FibreSeek approves the exchange, the items must be shipped back within fourteen (14) calendar days after confirmation.

FibreSeek may decline a voluntary exchange if these conditions are not met, including where the request is late, required items are missing, the printer has customer-caused damage, or purchase records are invalid. For a confirmed product defect or non-conformity, reasonable return shipping costs are borne by FibreSeek, and any applicable statutory remedies remain available regardless of the voluntary exchange period.

The warranty period for a replacement printer begins again on the day after receipt and runs for twelve (12) months, or any longer period required by applicable mandatory law. Refer to our Warranty Policy for the separate warranty terms.

4. Defective, Damaged, Incorrect, or Non-Conforming Products

If a printer has a manufacturing or material defect or does not match the ordered model or specifications, the voluntary 14-day return and 30-day exchange limits do not restrict your rights to seek repair, replacement, refund, or another remedy where required by applicable law.

Contact FibreSeek with your order information and relevant photographs, videos, or other evidence so that we can assess the issue and provide appropriate instructions. For confirmed eligible defects or non-conformity, FibreSeek will bear reasonable, documented return shipping costs.

If your package is damaged, incomplete, marked delivered but not received, or otherwise affected by a delivery problem, please contact FibreSeek and, where appropriate, the carrier promptly. Reporting the issue within 72 hours where practicable and keeping the packaging, photos, and tracking details can assist our investigation. The 72-hour request is not a deadline that removes statutory rights.

5. Refund Processing and Deductions

For products that have been shipped and returned, we process eligible refunds after the returned items reach our designated return location and have been inspected, subject to applicable law. A cancellation for an order that has not yet been dispatched does not require a physical return or warehouse inspection.

Approved refunds are issued to the original payment method, where supported. The time for the refunded amount to appear in your account depends on your payment provider or bank. We will confirm the approved refund amount and any documented deductions permitted by applicable law.

For a voluntary personal-reason return after dispatch:

  • The original outbound shipping charge is not refundable, except where required by law.

  • The customer pays return shipping.

  • Where applicable and legally permitted, documented costs of missing accessories, cables, supplies, or other included parts, or damage caused by improper return packaging or handling, may be deducted from the refund.

These conditions do not apply in a way that reduces a refund required because FibreSeek cannot fulfill an order or where applicable law requires a different remedy or reimbursement.

6. Order Cancellations Before Dispatch

If you wish to cancel an order before it has been dispatched, contact info@fibreseek3d.com promptly and include your order number. A cancellation request is not confirmed until FibreSeek verifies the order status and informs you of the applicable refund arrangements. This does not limit any statutory right to cancel or obtain a refund.

FibreSeeker 3 full-payment launch orders: New orders placed under the full-payment launch offer are paid in a single transaction, without a separate reservation deposit or balance-payment invoice. Earlier orders retain the payment and refund arrangements agreed at the time of purchase. If a separately advertised deposit or pre-order option is offered, review its product-specific payment, cancellation, and refund terms before ordering.

7. Important Return Shipping Information

The address of DURONG HOLDING (HONG KONG) LIMITED shown below is our registered business address, not an automatic return destination. Do not send products there without written authorization. Our support team will give you the applicable service or return address after reviewing your request.

Products should be securely packed to prevent loss or damage in transit. Where inspection establishes damage from inadequate return packaging or mishandling, related documented costs may be charged or deducted only to the extent permitted by law. Keep shipment records until the case has been resolved.

8. Other Products and Prior Orders

The voluntary return and exchange periods described above are based on our policy for FibreSeek continuous-fiber 3D printers. This document does not establish a separate voluntary return period for standalone filament, consumables, or accessories; the terms for those products must be confirmed separately before purchase.

For orders placed under an earlier promotion, deposit arrangement, or purchase agreement, the payment and refund terms accepted at the time of purchase continue to apply, subject to applicable law. Changes to this policy apply to new purchases after publication and do not remove existing rights.

9. Contact Information

Seller: DURONG HOLDING (HONG KONG) LIMITED

Returns, refunds, and order cancellations: info@fibreseek3d.com

Technical support: support@fibreseek3d.com

Website: https://usstore.fibreseek3d.com

Registered business address: Suite 6503, 65/F, Central Plaza, 18 Harbour Road, Wan Chai, Hong Kong SAR, China.

Please note: This registered business address is not the product return address unless FibreSeek specifically confirms it in writing.

10. Your Statutory Rights

Nothing in this policy excludes, limits, or replaces any non-excludable consumer rights or remedies that apply under the laws of your jurisdiction. Where mandatory law conflicts with this policy, mandatory law prevails to the extent of that conflict.