QUANTUM LAYER

TERMS & CONDITIONS

At Quantum Layer, we aim to ensure that you are satisfied with every purchase. If you experience a problem with your order, please contact us and we will assist you as soon as reasonably possible. These terms and conditions are subject to the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA).
 

Change-of-Mind Returns

 
Eligible products may be returned within 7 days from the date you receive your order if you have simply changed your mind.
 
For a change-of-mind return to be accepted, the product must be unused, undamaged, in its original condition and packaging, and returned with all accessories, manuals, cables, components and documentation originally supplied.
 
The customer is responsible for the cost of returning an item where the return is due to a change of mind. Original delivery charges will not be refunded in these circumstances. A 15% restocking fee may also be charged.
 
No restocking fee will be charged where the product is defective, arrived damaged, was supplied incorrectly, or where applicable legislation requires a refund without such a fee.
 

Opened or Used Products

 
Products that have been opened or used will generally not qualify for a change-of-mind return.
 
This does not affect your rights where a product is defective, damaged when received, incorrectly supplied, or otherwise covered by applicable consumer protection legislation.
 

Filament and Consumable Products

 
Change-of-mind returns for filament and other consumable products will only be accepted where the product remains unopened, unused and in its original sealed packaging.
 
Opened filament, resin, nozzles, build plates or surfaces, PTFE tubing, adhesives, lubricants, spare parts and other consumable or wear-and-tear products cannot be returned simply because the customer has changed their mind.
 
Filament is hygroscopic, meaning that it naturally absorbs moisture from the surrounding air. Quantum Layer stores and ships filament sealed with desiccant and takes reasonable measures to ensure that it is supplied in suitable condition.
 
Once the sealed packaging has been opened, however, we cannot control the conditions in which the filament is stored. Customers are therefore responsible for properly storing and, where necessary, drying filament before use.
 
Moisture-affected filament, sometimes referred to as "wet" filament, may display symptoms such as popping or crackling while printing, increased stringing, rough or pitted surfaces, weak layers or brittle prints. These symptoms do not, on their own, constitute a manufacturing defect unless there is evidence of a packaging failure or another confirmed defect with the supplied product.
 
Moisture absorption is a normal characteristic of filament and can generally be corrected by properly drying the material rather than replacing it.
 
The following issues may be regarded as manufacturing defects once verified:
  • Tangled spools
  • Filament that has snapped or is supplied improperly wound
  • Filament supplied in an incorrect diameter
  • Incorrect filament weight
  • A colour that differs from the colour ordered
Issues resulting from storage, drying, printer operation or printing conditions are not considered manufacturing defects. This includes insufficient filament drying, incorrect slicer settings, unsuitable printer settings, selecting an unsuitable material for a particular application, or problems relating to the customer's printer.
 
Because many filament-related issues can be diagnosed without requiring a return, Quantum Layer may initially request photographs of the spool and batch/lot number, a sample print and relevant slicer settings. A physical return will only be requested where it is reasonably necessary to investigate or confirm a suspected manufacturing defect.
 

Resin

 
Resin is a reactive chemical product and, once opened, cannot be returned simply because of a change of mind.
Where a manufacturing defect is suspected in sealed and unopened resin, the product will be assessed and replaced where the defect is confirmed.
 

Products Excluded From Change-of-Mind Returns

 
The following products are not eligible for change-of-mind returns unless a return or refund is required by law:
  • Custom 3D-printed products
  • Personalised products
  • Made-to-order products
  • Special-order products
  • Clearance items
  • Gift cards
  • Vouchers
  • Digital products

Problems With Your Order

 
If your order arrives damaged, defective, incomplete, incorrect, or does not arrive within the expected delivery period, please contact us as soon as possible.
 
When contacting Quantum Layer, please provide your order number together with photographs or videos and a clear explanation of the problem where applicable.
 
After reviewing the matter, we will determine the appropriate remedy based on the circumstances and your rights under the CPA. This may include repair, replacement, refund, store credit, replacement components or technical assistance.
 

Delivery and Damage During Transit

 
Customers should inspect their order when it is delivered.
 
If the outside of the parcel is visibly damaged, customers should either refuse delivery or ensure that the damage is recorded with the courier at the time of delivery.
 
Any damage that is not immediately visible should be reported to Quantum Layer within 48 hours of delivery, together with supporting photographs, so that we can investigate the matter and, where applicable, submit a claim to the courier.
 
Damage reported after this period may be more difficult to verify or claim against the courier and will therefore be assessed using the evidence available at the time.
 

Late Deliveries and Out-of-Stock Products

 
If an order is not delivered within the delivery period agreed with the customer, or, where no delivery period was agreed, within 30 days of the order being placed, the customer may cancel the order and receive a full refund, including applicable delivery charges.
If a product becomes unavailable after an order has been placed, Quantum Layer will notify the customer.
 
Where the shortage is temporary, the customer may choose to cancel the order for a full refund or agree to wait until the product becomes available.
If the product is permanently unavailable, the customer will receive a full refund.
 

Technical Products

 
Technical products, including 3D printers, scanners, laser engravers and electronic equipment, may require troubleshooting before a return, replacement or refund is approved.
For warranty or technical claims, Quantum Layer may request photographs, videos, serial numbers, error messages, print samples or other information needed to determine the cause of the issue.
 
Customers may also be required to confirm that the product was operated and maintained in accordance with the manufacturer's instructions.
 
Technical products are covered by a 12-month manufacturer's warranty. Please refer to our Warranty page for further information regarding warranty repairs, parts and procedures.
 

Return Shipping and Product Assessment

 
Where an item is confirmed to be defective, damaged on arrival or supplied incorrectly, Quantum Layer will arrange the return at our cost.
For hardware products, the standard procedure may involve the customer bringing the item in for assessment or sending it to us after receiving return instructions. Please contact Quantum Layer before sending any hardware back.
 
If an item is returned for assessment and is subsequently found not to have a product defect — for example, where the issue is caused by incorrect setup, user operation or insufficient filament drying — the customer may be responsible for the return and re-delivery shipping costs.
 

Printed Parts and Material Selection

 
Different 3D-printing materials have different characteristics and performance limitations depending on the material and printing process used.
The customer is responsible for selecting an appropriate material for the intended application and for determining whether a printed component is suitable, safe and fit for its intended purpose.
 
Any information or recommendations provided by Quantum Layer regarding material selection are provided in good faith and should be regarded as guidance only. Such guidance does not transfer responsibility for the final material selection or application to Quantum Layer.
 

Before Sending a Return

 
Please contact Quantum Layer before returning any product so that we can provide the appropriate return instructions.
 
Products returned without prior authorisation may experience delays or may not be accepted.
 
All returned products must be packaged securely and adequately protected for transportation.
 
Quantum Layer will not be responsible for products that are lost or damaged during return transportation where the customer has arranged the shipping or where inadequate packaging contributed to the loss or damage.
 

Refunds

 
Returned products will be inspected once received. Quantum Layer will then notify the customer whether the refund has been approved.
 
Where a refund is approved, it will, where reasonably possible, be made using the original payment method. Refunds are generally processed within 7 business days after approval.
 
If more than 15 business days have passed since a refund was approved and the funds have not been received, please contact Quantum Layer so that the payment can be investigated.