Care Plan Agreement

A Care Plan is a prepaid service plan for one 3D printer. It is not a warranty and it is not insurance.

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Our services also come with guarantees that cannot be excluded under the Australian Consumer Law.

Faults covered by the consumer guarantees, or by the 12-Month Warranty included with a printer bought from us, are fixed at no cost. They never use your Care Plan services or Repair Credit.

Normal printer behaviour. Schedule 2 lists characteristics of FDM 3D printers that are normal. We draw them to your attention before you buy. They are not defects.

C1. The plans

The price is shown on the product page and on your invoice. A plan covers one printer, identified by its serial number.

Fleets: 5 or more plans for printers at one site, bought in the same order, are 15% off.

C2. Who can buy a plan

1. Any FDM 3D printer of a make and model we service, whether you bought it from us or not.
2. A plan can be bought at any time.
3. Entry check: if we have not serviced the printer in the 12 months before the plan starts, your first Recalibration Service is also an entry check. Faults found at the entry check are quoted before any work. They are not covered by the Repair Credit.

C3. Start, term and renewal

1. The plan starts on the date you buy it and runs for 12 months (the plan year).
2. We remind you in month 11. Renewal is a new purchase at the price then shown. We never charge you automatically.

C4. Recalibration Service

1. Carried out at our Sydney service centre, covering every item on the Schedule 1 checklist. On-site service is available at the callout fee for your postcode.
2. Book it any time in the plan year.
3. Worn or consumable parts found during a service are quoted before replacement.

C5. Repair Credit

1. One workshop job of your choice on the plan printer, per plan year: a repair, a part replacement or an upgrade fitting.
2. Covers diagnosis and up to 2 hours of labour.
3. Back to base: bring the printer to our Sydney service centre or arrange freight to us.
4. Labour beyond 2 hours is quoted before we do it.

C6. Not included

1. Parts and consumables
2. Freight to and from us
3. Callouts and on-site work
4. Labour beyond 2 hours on the Repair Credit
5. Work on any printer other than the plan printer
6. Data recovery, filament and materials

C7. Unused services

Recalibration Services and the Repair Credit must be used within the plan year. Unused ones do not carry over and have no cash value. If you cancel, C10 applies.

C8. How we handle your printer

1. We send the repair notice in writing before we accept your printer for each repair.
2. We tell you our assessment of each issue in writing, including whether we consider it a defect, consumable wear, a settings or material issue, a maintenance issue or damage. A defect covered by the consumer guarantees or the 12-Month Warranty is fixed at no cost and does not use your plan.
3. We quote any parts or extra work before doing it.
4. We test the printer and record the result before returning it.
5. We return the printer once any approved charges are paid.

C9. Response and turnaround

1. We respond to a booking or repair request within 48 hours, excluding weekends and public holidays.
2. We aim to complete workshop jobs within 10 business days of receiving the printer. This is a target. Parts supply can extend it, and we will keep you updated.

C10. Cancellation and refunds

1. Within 30 days of purchase: full refund, if no service or Repair Credit has been used.
2. After 30 days: refund of the price for the whole months remaining, less services used ($165 each) and any Repair Credit used (at our standard rates for the work done). We do not charge an administration fee.

C11. Transfer

If you sell the printer, the plan transfers to the new owner at no charge. Tell us the new owner's name and contact details within 30 days of the sale.

C12. False claims

If a request includes information you know is false, or a fault was caused deliberately, we may refuse the work and cancel the plan by written notice. We refund the unused portion under C10.2.

C13. Changes to this agreement

We do not change the terms of a plan you have already bought, except to improve them.

C14. Your information

We use your contact details, the printer's serial number and service records to administer your plan. Our Privacy Policy explains how we handle personal information.

C15. Complaints and law

Contact us first. If we can't resolve a complaint, you can contact NSW Fair Trading or your state or territory consumer protection agency. This agreement is governed by the law of New South Wales.

Schedule 1 — Recalibration Service checklist

1. Clean Printer
2. Inspect Print Head
3. Inspect & Clean Nozzles
4. Inspect Bowden Tubes
5. Clean Extruder System
6. Test Extrusion
7. Belt Examination
8. Bearings Check
9. End-stops Assessment
10. Motor Inspection
11. Power Supply Evaluation
12. Electronics Examination
13. Cables Assessment
14. Clean and Level Bed
15. Software Verification
16. Conduct Test Print
17. Slicing Tips
18. Setup Consultation

Schedule 2 — Normal printer behaviour

These are normal characteristics of FDM 3D printers. We draw them to your attention before you buy. They are not defects.

• The complete hotend and its parts (nozzle, heating assembly, heater, thermistor, silicone sock) are consumables. Bambu Lab gives them no manufacturer warranty.
• Moisture-affected filament causes clogging and poor prints. Store filament dry.
• Calibration drifts with use and needs periodic service, every 12 months or 1,000 print hours.
• Cardboard spools can shed fibres and may not feed reliably in an automatic material system (AMS).
• Occasional failed prints are normal in FDM printing.
• Some app and cloud features depend on the manufacturer's online services.