SHINING 3D Warranty Policy-Master Page

Shining 3D is committed to bringing products built with the best quality, value, and performance. Our products are made to perform with reliability, and within tolerance, during their lifespan. 

First: Warranty Coverage Overview

All after-sales determinations are subject to the final decision of the Shining3D After-Sales Team.

Second: Standard Warranty Policy

2.1 Whole Unit Warranty

Applicable to all non-consumable hardware, including intraoral scanner main units, 3D printer main units, face scanner main units, post-processing equipment, etc.

Coverage:

• Electronic or mechanical failures caused by manufacturing defects
• Official labor costs
• Non-consumable spare parts

Exclusions:

• Normal wear and tear
• Damage caused by misuse
• Unauthorized repairs
• Consumable items

Warranty Start Criteria

Auxiliary criteria: If activation records are unavailable, sales records, installation records, delivery confirmation, or invoice information may be referenced.

2.2 Consumable Policy & Categories

Consumables are not covered by standard warranty and are only eligible for free replacement in case of DOA (Dead on Arrival) or quality defects. Usage-related wear, consumption, or aging are not considered quality defects.

2.3 Repair Parts Warranty

2.3.1 Non-Consumable Spare Parts

2.3.2 Core Module Complete Replacement

Consumable replacements shall still comply with the consumable policy and shall not be covered by the aforementioned 3-month warranty. 

Third: Warranty Conditions

3.1 Technical Support

· Online ticket submission and service requests

· Self-service knowledge base, documentation, FAQs

• North America: phone hotline
• Americas & APAC: online chat
• All regions: self-service platform available

3.2 Software & Firmware Updates

· Shining 3D provides applicable software and firmware updates during the warranty period

· Scope, content, and release schedule shall be determined by Shining3D

· Third-party software (e.g., Exocad, Maestro) is not included

3.3 Labor & Spare Parts

· During the warranty period of the whole unit,  manufacturing defects can enjoy free labor and non-consumable spare parts replacement;

· Consumables not included; handled separately

3.4 Shipping Conditions

· Outbound: Shining3D covers shipping costs after repair or replacement (excluding taxes/customs)

· Inbound: Customer bears shipping costs to the repair center

· Target repair cycle: 7–14 business days from receipt (excluding transit time)

3.5 Sales Territory Authorization

Products must be purchased, sold, activated, and used within authorized territories. Cross-region purchase or use may void activation, warranty, DOA, and support.

Shining 3D reserves the right to review, verify, and make final determinations regarding the cross-regional use of the equipment. Regional locking is a system-level policy and does not support manual unlocking.

3.6 Product Support Range

• Standard warranty covers products manufactured and sold by Shining 3D;
• Some OEM/ODM products are excluded; confirmation shall be subject to the official reply from Shining3D.

Fourth: DOA(Dead on Arrival）

4.1 Conditions

Conditions for DOA application are as follows:

· Product fails to function properly within 30 days of receipt

· Confirmed as DOA via Shining3D remote diagnosis

· Missing original packaging or accessories may affect DOA eligibility and processing.

4.2 DOA Services

· Free replacement of the whole unit; missing/damaged parts may be replaced individually if only parts are missing/damaged

· Shining3D covers shipping costs for DOA (excluding taxes/customs)

· The replacement equipment inherits the remaining warranty period of the original equipment.

4.3 DOA Return Requirements

Customers shall return the equipment within the agreed timeframe after DOA approval, and it shall include:

· Original packaging, including all inner padding and protective materials

· Main unit of the equipment

· Power adapter, USB accessories, and data cables

· Calibration board and dongle (if applicable)

· Tool kit, manuals, and all included accessories

4.4 DOA Process

Fifth: Out-of-Warranty(OOW)

5.1 Conditions

· The equipment has exceeded the standard warranty period

· Damage caused by human factors, including dropping, impact, water ingress, contamination, etc.

· Unauthorized repair or disassembly

· Environmental or natural disasters

5.2 Terms

· Customer bears round-trip transportation costs.

· The customer is responsible for the equipment maintenance costs, including labor costs and spare parts costs;

· The non-consumable spare parts replaced are covered  3-month warranty

· Consumable replacement parts are not covered by additional warranty

Sixth: RMA Process (Repair / Return / Exchange / Parts Shipment)

All equipment repairs, returns, exchanges, and parts shipments shall follow Shining3D standard RMA procedures.

6.1 RMA Overview

6.2 Repair RMA

· Customer shall provide the serial number, model, issue description, and shipping information

· Technical support issues RMA number and shipping instructions

· Customer ships to designated repair center

6.3 Return / Exchange

· Same as Repair RMA

· Return/exchange determined per policy and technical confirmation

· Replacement inherits remaining warranty of original unit

6.4 Parts Shipment

· If only parts are needed, no need to return the whole unit

· After the customer provides complete delivery information, the technical support personnel can directly arrange for the delivery of parts;

· If old parts must be returned, instructions will be provided separately.

SeventhAuthorized Repair Centers

Regional Execution

Each business region (APAC, MEA, North America, LATAM, Europe, Russia/CIS, Oceania) maintains independent RMA implementation guidelines covering:

• Shipping responsibility;
• Duties & VAT handling;
• Service center information;
• Regional packaging requirements;
• Local regulatory constraints;
• Country-specific exceptions.

When managing a case within a specific region, the current corresponding regional document prevails.

Additional repair centers may be added based on business needs.

Note: 

If you have any questions about the above content, please contact the SHINING3D technical team.

How to contact us? 

If the product does not function during the warranty period, you can obtain warranty service from Shining 3D, or Shining 3D approved resellers/distributors. 

You can also contact Shining 3D support team by submit a support ticket from support.shining3ddental.com and track your service. Please note that the following information will be asked in your first contact with our support:

• The product model and serial number (you can find the label on the scanner)
• A copy of receipt, original invoice or bill of the purchase.

Return Address: 

• HK: Room03B,3/F,Tower2,Enterprise Square Phase1, No.9 Sheung Yuet Road, Kowloon Bay, Kowloon, Hong Kong 
• USA: 1740 Cesar Chavez St. Unit D. San Francisco, California 94124, United States of America
• Germany：Filderstraße 119,70771 Leinfelden-Echterdingen, Germany

*If not any proof of original purchase, the warranty will be taken from the shipping date from Shining 3D.