General Terms of Sales And warranty

Warranty

All of our products are covered under warranty. As we are based in Italy, a European Union member state, European and Italian law apply.
Rest assured that our Technical support is always available to help you under any circumstances, even if the issue is not covered under warranty, or the printer is original but purchased from a third party. Feel free to contact our Customer support.

Periods

Products purchased as a kit or partially pre-assembled kit (printers, upgrades, accessories, parts):

The warranty applies to every part separately when purchasing detached pieces or a kit. Still, feel free to contact our support if you encounter any issues during or after the assembly. Although the warranty covers individual components, on a kit it does not include repair service or shipping costs for our in-house technicians. It is possible to send the printer for a Factory repair, but it will be charged.
Warranty periods for the EU region and the rest of the world:

2-year warranty for consumers from the EU, Lichtenstein, Switzerland, Norway, and Iceland
1-year warranty for enterprises from the EU

This warranty is voided by:

Any damage caused by not following the instructions in your printer’s handbook and not performing regular maintenance.
Any damages caused by improper assembly of the product.
Any damage caused by improper use, maintenance, or operation of the printer.
Any damage caused by long-term lack of maintenance.
Using the printer in improper conditions (temperature, dustiness…).
Upgrades or add-ons that are not officially supported.
Tampering (the opening of a product is tantamount to tampering).
In the event of arrears or other contractual breaches.
Extraordinary interventions not carried out by personnel not sent by Ginger.

For proper guidelines, always refer to our assembly manuals or contact our official support.

Pre-assembled products:

With the purchase of a fully assembled printer or any accessory, the arranty also applies to the assembly.
Our support team is ready to assist you with any issues.
Warranty periods for the EU region and the rest of the world:

2-year warranty for consumers from the EU, Lichtenstein, Switzerland, Norway, and Iceland
1-year warranty for enterprises from the EU

This warranty is voided by:

Any damage caused by not following the instructions in your printer’s handbook and not performing regular maintenance.
Any damage caused by improper use, maintenance, or operation of the printer.
Any damage caused by long-term lack of maintenance.
Using the printer in improper conditions (temperature, dustiness…)
Using upgrades (be it hardware or software) or add-ons that are not officially supported
Tampering (the opening of a product is tantamount to tampering).
In the event of arrears or other contractual breaches.
Extraordinary interventions not carried out by personnel not sent by Ginger.

The warranty does not cover normal, expected wear and tear caused by using the printer for its intended purpose.
If a user error is found during a warranty repair, the parts and return shipping will be charged!

Third-party purchases

In case a printer was not directly purchased from our e-shop, the warranty is valid for one year from the date on which the printer was delivered originally (not the second-hand purchase). To use the warranty, make sure that you get from the seller the original invoice of the printer and make an account in our e-shop.

How to handle a warranty case

Any warranty case must be submitted to our official support channels (email). In case the product was bought from a reseller, contact us first so that we can help you diagnose the problem, then turn to your reseller for spare parts if needed.

Documentation needed for a warranty case:

The number of the original invoice containing the product and the product’s serial number.
A brief description of the problem along with clear evidence of its presence (e.g., Photo and video
documentation).

Notes about warranty

In case we have provided a free replacement part, the warranty does not reset. In compliance with European and Italian law, the original warranty period still applies.
We do not have any agreement with any third-party Extended Warranty provider. If you are using such services, refer to the Terms and Conditions of your contract to see if and how it applies.
Labor costs related to the intervention of technicians for removing defects under warranty are bore by Ginger Additive s.r.l.s. except in cases where the nature of the defect is such that it can easily be removed on site by the Customer.
If, following intervention by our Technical Service, the technicians finds no lack of conformity pursuant to the Legislative Decrees, the Customer will be charged for any diagnosis and verification costs, in addition to the restoration if requested by the Assistance, as well as the transport costs if incurred by the seller.
When the Purchaser finds defects in the Products, he may contact the seller, with forfeiture within 8 (eight) days of the discovery, and report the conformity defect.
For any dispute, the court of Milan is competent. The producer declines every responsibility on the parts produced with this machinery.
In no cases Ginger Additive s.r.l.s. can be held responsible of any delay, breaches of contracts or for other commitments of client with towards third parties.
In no cases Ginger Additive s.r.l.s. is responsible for direct or consequential damages included but not limited to loss of use, profits or income.
Attention: the packaging should be the original one, penalty forfeiture of the Warranty

Limited warranty on consumables

Some parts of our products inevitably “get used up” over time. For these parts, specific conditions apply, unless failure has occurred due to a defect in materials or workmanship.
All parts subject to wear or in contact with consumables are subject to 30 days warranty:

Hot-end group (extruders)
Extruder
Nozzles
Printing bed
Forced feeding system
Automatic feeding and pipes
Fans

Right of withdrawal

Following the EU standards, the right of withdrawal does not apply for enterprises.

Assistance Policy

Ginger Additive s.r.l.s. assumes no responsibility for any lack of production, delays in deliveries or other commitments accepted by the customer to third parties derived from using, loss of use or alfunctioning of the printer.
Due to the continuous technological developments, the declared technical characteristics of the 3D printers from Ginger can change at any time and without notice.
Any technical updates or changes made to new printers will not be performed under warranty on previously manufactured printers. On the contrary on the replaced parts please consider what stated in the section Warranty.
The correct procedure to follow in the case of technical problems is:

Check in the use and maintenance manual.
Check in the FAQ section on the website.
Contact technical support.
If the printer is to be returned for repair, the technical support will provide all the necessary information by email.

Attention: the packaging should be the original one, penalty forfeiture of the Warranty

Any product that returns must be accompanied by the Delivery Note. Upon receipt of the printer or other product, the Ginger technicians will evaluate whether the problem derives from a malfunction, in this case the repair will be carried out under Warranty and free of charge if from improper use or from the the use of materials not recommended, we will provide a quote for request consent to repair.
For out-of-warranty 3dprinters, an inspection or diagnostic fee may be required.

Payments

The order will be considered valid and therefore the production can start only if the quotation is signed for the acceptance or attached to your order confirmation on headed paper, reporting the prices and conditions mentioned in the quotation, and only if accompanied by the payment proof.
Payments will be considered due even in the event of non-delivery of the goods to the customer if this occurs for reasons not attributable to Ginger Additive. Any delays of any nature not attributable to the production of the articles or to the availability of delivery by Ginger Additive will not exempt the customer from paying the sums agreed.

More info:
info@gingeradditive.com
+39 346 6266578