WARRANTY PLANS & POLICY

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

Shining 3D is focused on providing competitive plans tailored to fit your needs. 

Warranty Plan Option at a Glance

* Embedded software updated refers to the scanning software to the scanner and does not include standalone software licenses like Solid Edge, Geomagic Essentials, or similar.            

** Shipping costs exclude custom brokerage fees, duties, taxes, and VAT.     

A Loaner machine can be provided by Shining3D or authorized distributors if the repair will take more than 7 days. 

Note: 

12. Misuse, abuse, wear and tear, environmental or natural disasters, and other unwarranted damages are not covered by any warranty plan.
13. Standard warranty is available for models of EinScan SE, EinScan SP, EinScan Pro 2X 2020, EinScan Pro HD, EinScan H, and EinScan HX, Transcan C sold on or after Jan 1st, 2021. 
14. EinScan Pro 2X 2020, EinScan Pro HD, EinScan H, and EinScan HX sold on or after Jan 1st, 2021 can be paid to upgrade to Premium Care.

Shining 3D warrants for a period of Twelve (12) months “standard warranty” from the date of original purchase to all EinScan products.  

'Standard Warranty’ is automatically included with the purchase of any Shining 3D hardware products at no additional cost. It covers:

1. Scanner or ad-dons fail electrically or mechanically due to manufacturing defects within a period of Twelve (12) months

2. The failure in electrically or mechanically of the scanners and accessories is not caused by the human factor

3. The date of commencement of the warranty is calculated as follows: 

a. Based on the date of purchase of the equipment. 

b. If the user is unable to provide purchase invoices, it is calculated based on the date of shipment of the equipment recorded in Shining 3D.

*If one of the above conditions is not met, there will be an “out of warranty” policy

‘Standard warranty includes:

• Free technical support: email, TeamViewer, and self-help knowledge base
• Coverage of labor and part costs of repairs due to malfunctioning or defects in manufacturing. 
• Shipping conditions –Shining 3D covers for outbound shipment airport-to-airport or port-to-port, not including custom fees, handling, and import duties at the customer destination point. The customer pays for inbound (return) shipping and associated costs, for goods delivered to Shining 3D Tech. Co Ltd., after a grace period of 30 days, is part of Shining 3D’s DOA policy.
• Service completion target of 7~14 working days from receipt of your device
• Free software upgrades while the customer is under warranty.
• Customers must request and obtain a “Return Material Authorization” or RMA prior to returning any piece of equipment back for service. This RMA must be obtained from the Customer Service Department of Shining 3D (Submit the ticket from support.shining3d.com)
• Once RMA is issued, the listed unit in RMA must be shipped out in 10 days. Units exceeding 10 days require a new RMA and the warranty status will be recalculated.

With this front-of-the-queue and straight-to-the-experts customer service plan, Shining 3D provides you peace of mind and faster solutions, allowing you to get the best from your new device.  

It is available for models of EinScan Pro 2X 2020, EinScan Pro HD, EinScan H, and EinScan HX, and Transcan C sold on or after Jan 1st, 2021. 

Available as an upgrade of the Standard Warranty at the point of sale, or before the standard warranty expired. 

2.1 Prices: 

Please contact your account manager to get the price updated to the premium warranty.

It includes:

• All points are covered under the standard warranty Priority service scheduling.
• Shipping both ways, inbound and outbound. It excludes re-export, re-import duties, or customs fees. 
• Customized Training Session
• Priority phone support in your language (English, German, Spanish)
• Loaner during repair
• 5% discount on purchases of accessories that were not included in the initial purchase
• 2 years from the purchase date. It can be renewed before your original standard warranty expired. 

2.2 Priority Phone Support in Your Language

As a Premium Care Service Plan customer, you now have a direct line to our multilingual experts (English, German, Spanish) who are here to help you one-on-one. Call us Monday through Friday. 9.30 am - 5 pm ET and CET.

Send us an email and the Premium Care Plan will get you to the front of the line for support. Ask about anything from scan preparation and post-processing to scanner maintenance, and receive helpful responses, sometimes including short video tutorials, within half a business day.

2.4 Loaner during repair

We know that for many businesses, it’s crucial to reliably plan 3D scanning processes and schedules, keeping production downtime to a minimum.

Should your scanner stop working, we’ll help to get you back up and running as fast as possible through troubleshooting support or sending a Hot Swap replacement. The service team will provide detailed instructions by phone or email.

With the Premium Care service plan, after our technical inspection, it will take more than 7 days. We’ll send you a loaner machine to keep using till your scanner is recovered so that you can start scanning again within minimal downtime.  

2.5 The Duration of the Premium Care

Premium Care extends the one-year standard warranty included in the purchase. This means that if something goes wrong after the first year of your 3D scanner's lifespan, it’ll still be covered under warranty. It covers your 3d scanner with up to a Two-year warranty.

3. Dead On Arrival (DOA) 

Shining 3D is committed to achieving and maintaining the highest manufacturing and quality standards and controls, but in the unlikely event that some units may not perform per those standards. 

A product will be covered under the 'DOA Policy' if

1. It is found to be damaged within 30 days after arrival. 
2. The DOA requests must be approved by Shining 3D
3. Scanners or addons fail electrically or mechanically due to manufacturing defects within the DOA timescale
4. Scanner or add-ons has tested to be faulty in the diagnostic test after being received within the DOA timescale
5. The date of commencement of the warranty is calculated as follows: 

a. Based on the date of purchase of the equipment. 

b. If the user is unable to provide purchase invoices, it is calculated based on the date of shipment of the equipment recorded in Shining 3D.

DOA includes:

• Free replacement of unit if a malfunction occurs during a 30-day period after arrival (‘Dead On Arrival’ or DOA). 
• Shipping conditions –Shining 3D covers for inbound and outbound shipments airport-to-airport or port-to-port, not including custom fees, handling, and import duties at the customer destination point. A pre-paid shipping label or shipping account will be provided to send the DOA unit back. Shining 3D will not reimburse for shipping charges by unauthorized shipment. The default shipment will be ground shipping, customer can request expedited shipping at their own cost.
• Customers must request and obtain a “Return Material Authorization” or RMA prior to returning any piece of equipment back for service or making arrangements for us to procure a replacement unit. This RMA must be obtained from the Customer Service Department of Shining 3D (einscan_support@shining3d.com). 
• Customers should return the replaced device within 7 days and offer the tracking number.

Note: 

• Missing or damaged items or accessories such as the calibration board, and power supply will be reissued upon verification, which will not be processed as DOA for replacing the whole unit. 
• The returned DOA product needs to be in its original package and should include its Solid Edge dongle or Solid Edge License Code Card (if applied), outer carton, power supply, USB thumb drive, and other accessories.
• Any missing or damaged items in the package will result in ineligibility in DOA exchange.

*The replaced Product or repaired product under warranty shall continue to be under warranty for the remaining time of the original Warranty Period. 

4. Out of Warranty or damage caused by human

The Under warranty and DOA shall not apply if the defect was caused by any of the following, but covered under “out of warranty”, if

• The purchase date of the scanner has exceeded the one-year warranty period
• The scanner serial number has been removed or erased.
• The scanner is not purchased from an authorized Shining 3D reseller.
• Defects caused by improper use as determined by Shining 3D authorized person
• Under warranty does not cover physical damage to the surface of the scanner including but not limited to cracks or scratches on the camera lens, or projector. 

Service/Repair “out of warranty” or damage caused by human

• The customer is responsible to pay for the repair service of labor and parts 
• The customer is responsible for inbound and outbound freight charges to have the unit delivered to Shining 3D’s facilities in China/Germany/USA and get the unit back. Custom fees, handling, and import duties at the destination point are excluded.
• Customers must request and obtain a “Return Material Authorization” or RMA prior to returning any piece of equipment back for service. This RMA must be obtained from the Customer Service Department of Shining 3D (einscan_support@shining3d.com)
• Customers must place an order (Purchase Order or PO) for service in the amount of US$250 for scanners of the EinScan series. This sum will be credited in full to the cost of repair and recertification. This PO must be submitted prior to the return of the equipment under an RMA. 
• Once Shining 3D’s technicians have performed the inspection and diagnosis work, the customer will be issued an estimate of the repair costs. This estimate will include credit for the inspection cost above mentioned.  
• Customers must approve the estimate by submitting a new PO and by arranging payment of the balance before the unit is repaired and returned to the customer.

*The warranty of the repaired part will be for three (3) months from the date of repair.

5. Parts and Labor. 

Shining 3D may provide both parts and labor but may direct that you replace certain readily installable parts yourself, as described below. In servicing your product, Shining 3D may use parts or products that are comprised of new and/or previously used Shining 3D genuine parts and have been tested and passed Shining 3D functional requirements, subject to applicable laws. Shining 3D will retain the replaced part or product that is exchanged during service as its property, and the replacement part or product will become your property. Replaced parts and products are generally repairable and are exchanged or repaired by Shining 3D for value. If applicable law requires Shining 3D to return a replacement item to you if requested by you, you agree to pay Shining 3D the retail cost of the replacement item and shipping.
 

How to contact us? 

If the scanner 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 submitting a support ticket from support.einscan.com and tracking your service. Please note that the following information will be asked in your first contact with our support:

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

Return Address: 

• China: No. 1398, Xiangbin Road, Wenyan, Xiaoshan, Hangzhou, Zhejiang, China. 
• USA: 2450 Alvarado St #7, San Leandro, CA 94577, United States of America
• Germany： Breitwiesenstraße 28, 70565 Stuttgart, Germany

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

Shining 3D Premium Care Price List