100% Quality Check: 

All products will be produced based on the National quality standard.  The buyer must notify the seller officially before placing order if the buyer has any different requirements on quality, voltage, electric plug etc.

After-Sales Support Support: 

– English Speaking Engineer is available for free online support.

– Instruction videos and user manual in English.

– Lifetime technical online support if machine and all spare parts, accessories and consumables are keep purchasing directly from Novix original.

– Onsite support is available with the travelling cost and technician fee on the buyer.

After-sales service supervision: info@onepassprinters.com

Warranty Policy

Novix provides a straightforward warranty that is processed in the most hassle-free way possible. Please refer to the policy below, which is also slightly differ according to models. This limited warranty provided by Novix in no way affects a potential statutory warranty provided by law.

The return and warranty policy outlined on this page applies exclusively to purchases made directly through Novix Inc. If you have purchased our products through a third party, the return and warranty terms may differ. The policy may also vary depending on the country of purchase due to different legal requirements and other considerations.

Any Products are not supported to be returned or refund without any reason.

Return and Refund Condition:

For standard machine models: 

Due to the machine quality issues, the machine is supported to be returned within notice of within 7days after receiving the machine, before activation and without the ink filled in the machine.

Importance: Customized models are non-returnable and non-exchangeable. Parameters can be updated based on the buyer’s requirements through

communication. Actual production will be carried out according to the customized demands.

Return Procedure:

To initiate a return, you will need to submit a return request to info@onepassprinters.com. Please have your order number and the email address used for the purchase ready.

1. The request for return is not submitted within 7 calendar days after receipt of the product, and provide proof of the quality issues.

2.The return fee (including but not limited to the shipping cost, customs clearance fee, local fee etc.) shall be born by the buyer. Due to the complex of the customs policy, it is required that the goods are being sent to the seller’s authorized address  under the trade term of DDP.

3. Once the returned item arrives back in Novix’s warehouse for inspection, the refund process will begin.

4. Novixwill identify if the return is related to product quality.

If the return is determined to be related to product quality, Novix will replace parts and process refund services for free.

For any missing parts, such as accessories, spare parts, or consumables, Novix will deduct the cost of the missing parts from the total refund amount.

5.  The return service fee will be charged for 5% of the products value (not less than US$300).

6. The refund procedure will be carried out within30 working days after the goods been received and confirmed without activation, without any ink or damages.

Novix Cannot Provide Refund in These Circumstances

The request for return is not submitted within 7 calendar days after receipt of the product, and provide proof of the quality issues.

The returned product is not in its original packaging with all accessories, cables, filament, manuals, gifts, etc.

Novix identifies, through evaluation and testing, that the manufacturing defect(s) or functional problems have been caused by user error, or have no relation to product quality.

The return was not authorized by Novix. Product refunds will not be processed.

No original proof of purchase is provided, or the proof of purchase is forged or altered.

The product or package was damaged in transit, but it was not rejected upon the product received, and no picture or video proof of the damaged product (including packaging) was provided within 3 days of receiving the product.

Products that are damaged after delivery due to external forces such as fire, floods, lightning strikes, traffic accidents, etc.

Repair services performed by unauthorized persons, or the installation of third-party equipment, such as modified hardware structure and overwritten machine firmware.

The damage is caused by failure to correctly fit, use, and operate the product according to the instructions.

Repair and Replacement Policy

Novix will gladly repair or replace your product if we identify, through inspection or testing, that your product fails to function properly due to manufacturing error, workmanship, or any other such causes aside from collision, water damage, or unauthorized disassembly of the product.

Please note that different series have varying warranty periods.

If you purchase from Novix authorized distributor, the distributor will offer the warranty services accordingly.

Customers must provide sufficient proof of purchase, serial number, and issue description with proof.

Warranty Conditions

If the wrong product(s) is returned to Novix or if the defective product is not returned, the warranty on the replacement item(s) will be void.

If any of the original items or accessories returned to Novix for refund or replacement are missing, we are entitled to reject your replacement request or charge corresponding accessory fees and extra operation costs.

Novix Is Not Responsible For:

Data loss caused by using Novix products.

Returning personal items sent to Novix.

Any damage or loss that occurs during shipping, if the return is due to a non-quality issue. Novix does not offer refunds if items are damaged in return transit.

Novix reserves the final right of interpretation for the above service policy.

Warranty Period

13 months spare parts warranty except for consumables (printhead and ink supply system parts) and human damage. Count from the date of delivery from the factory.

Warranty will be invalid if the ink and print head has been changed to Non-Novix products, due to different ink and print head quality may cause various issues of printer.

Special consumable parts which have no warranty coverage.

Campaign Giveaways or Gifts No warranty coverage.

Warranty Process

Contact Novix by email or the exclusive support groupchat and provide the corresponding sales certificate and a problem description.

Novix will attempt to diagnose and resolve your issue. Novix may direct you to download and install specific hardware or update software.

If your problem cannot be resolved online, and the problem is covered under the terms of this warranty, Novix will arrange for a replacement part.

For warranty claims related to spare parts quality, new parts will be sent. All replacements are warranted for the same warranty period as the original defective product.

If the part damaged that is within warranty period and range, the part will be exchanged for free and the freight shall be born by the seller.

If the part required to be checked on whether it’s human damage or quality issues:

The freight of sending back the part back to China -By buyer.

The freight of sending out the part to overseas countries: if due to human damage, freight by the buyer; if due to machine quality, freight by the seller.

Contact Novix support (info@onepassprinters.com) and provide:

Valid warranty certificate;

Invoice number issued by Novix official proforma invoice;

Serial number;

Issue description, including pictures and videos to help identify the problem.

Replacement requirements for spare parts:

Once an agreement has been reached to return the spare parts, Novix will send the return procedure reuiqrements and a return label to corresponding users or customers.

Warmly welcome and appreciate for any suggestion or advice on : info@onepassprinters.com

Novix Team is here always driving our best for the upmost satisfaction of our respective partners and clients.