Filament Warranty & Returns

UPDATED: April 19, 2025
NOTE: ShapeNerd reserves the right to modify, change, and update this policy at any time without notice.

3D Printer Filament is a consumable product and is not covered by any consumer guarantees. ShapeNerd does warrant that filament will be "as described", of acceptable quality and fit for purpose.

Exclusions

  1. Any loss, damage, cost or expense in relation to loss of use or consequential loss resulting from any 3D Printing filament use.
  2. "Change of Mind" only applies to unopened, unused filament that is still merchantable. Good's must be in the same state as when it was sold, including the box.
  3. Any shipping costs incurred by the client to return the products back to ShapeNerd.
  4. De-spooling/re-spooling of any filament onto another spool. 
  5. "Tangled" filament. It's impossible to happen at the time of manufacture and is nearly always caused by handling or when loading the material. Bambu Lab AMS is also well-known for causing tangles during retractions if the spool does not wind back properly.
  6. Moisture and Brittleness. Drying the material and correct storage is the customers sole responsibility. Some materials such as Nylon and PEEK need to be dried prior to printing regardless of the material being factory vacuum-sealed.
  7. Over-drying / over-heating the filament. Drying the filament in a machine that creates hot-spots or over-heats the filament can deform spools and even fuse the filament to itself. 
  8. Minor spool damage that does not prevent the use of the filament. E.g. small chip in the spool, crack in the spool that can easily be remedied with a piece of tape.
  9. Warped/Deformed spools. More prevalent with cardboard spools, these can be re-shaped easily prior to use.

 

Coverage Period

The warranty coverage period for Filament is 30 days. This includes returns if you change your mind.
ShapeNerd's reserves the right, at it's sole discretion, to warrant outside of this period.

 

Acceptable Quality & Fit for Purpose

Colour consistency
Whilst all manufacturers strive for colour consistency, slight colour discrepancies between batches is often unavoidable and are therefore not warranted. If the colour is largely different and fails to pass a "as described" test, please contact us at [email protected] to discuss as we handle these claims on a case-by-case basis.

Contamination
Filament contamination is extremely rare, however can happen on occasion. Contamination is typically seen when colourant/pigment is not thoroughly mixed through during the process. 

Filament Diameter Tolerance
Filament diameter tolerance is measured in multiple locations and can only be measured in areas that are still in original condition, as to not skew results. This means the measurement area can not have gone through extruder gears or a hot-end.

The material must be measured twice, 90 degrees from the prior measurement, by a calibrated pair of vernier callipers or micrometre and then the two measurements added together and divided by two to provide the average. Filament roundness is not guaranteed.

"Filled" filaments such as Carbon Fibre, Wood and Glass Fibre can cause measurements to be skewed by 0.03 - 0.05mm.

Mechanical Properties (including Layer Adhesion)
Mechanical Properties as stated on TDS should be considered the Maximum that can be achieved, not the maximum that will be achieved as there are many different parameters that can affect the mechanical properties of a final part from design through to print orientation and printing parameters. If you have a problem relating to Mechanical properties, please contact us at [email protected] to discuss as we handle these claims on a case-by-case basis.

 

Return Process

The following process must be followed for warranty replacement/refund.

Brand New Inbox & Unopened

  1. Email [email protected] stating
    1. Order/Invoice # of the order
    2. Reason for return
    3. Quantities of Brand, Type & Colour to be returned
    4. Preference of Store Credit/Refund
  2. Wait for confirmation from ShapeNerd
  3. Return the products:
    1. In Person
    2. By Post - Ensure it's tracked; returns that are lost can't be warranted.
      1. Ensure you provide your details in the shipment else we won't know who sent the goods!
  4. Upon receiving the goods, ShapeNerd will process your request. This may take up to 7 working days.

Opened and Faulty filament

  1. Email [email protected] stating:
    1. Order/Invoice # of the order
    2. Reason for return
    3. Photos showing the issue
    4. Photos showing the serial number/batch number. This can be on a sticker in the centre of the spool, a separate sticker on the spool or on the main sticker if the product is iSANMATE.
  2. Wait for confirmation from ShapeNerd
  3. Return the products:
    1. In Person
    2. By Post - Ensure it's tracked; returns that are lost can't be warranted.
      1. Ensure you provide your details in the shipment else we won't know who sent the goods!
  4. Upon receiving the goods, ShapeNerd will process your request. This may take up to 7 working days.