Effective date: 26 October 2026
This policy applies to goods purchased directly from PhotonResins3D and must be read together with Part A. Nothing in this policy limits any right that cannot lawfully be excluded under the CPA, ECTA or other applicable South African law.
1. Different Types of Return or Claim
PhotonResins3D distinguishes between:
- statutory online cooling-off cancellations where ECTA applies;
- incorrect or transit-damaged goods;
- genuine failed, unsafe or defective goods that fail the CPA quality standards;
- manufacturer-warranty claims; and
- goodwill assistance outside a statutory obligation.
These categories are not interchangeable. In particular, the CPA six-month implied warranty is not a six-month change-of-mind return period.
2. Contact Us Before Returning Goods
Before sending any product back, contact PhotonResins3D and provide the order number, proof of purchase and enough information to identify and assess the issue. Depending on the claim, PhotonResins3D may reasonably request photographs, video, batch or lot number, printer serial number, remaining material, print settings, storage information or other relevant evidence.
Do not send printers, resin or other goods back without return instructions. This requirement exists for identification, safe handling and routing and does not remove any statutory right.
3. Change of Mind – General Rule
PhotonResins3D does not offer an unlimited or automatic change-of-mind return policy.
Outside a statutory cooling-off right that applies by law, goods are not returnable merely because the customer no longer wants them, bought the wrong item, found another product at a lower price or changed their mind.
4. Seven-Day Online Cooling-Off Right
Where section 44 of ECTA applies, a consumer may cancel a qualifying online transaction without reason and without penalty within seven days after receiving the goods. The consumer may be charged only the direct cost of returning the goods. Where payment has already been made, the refund required by ECTA will be made within the statutory period.
The cooling-off right does not apply to transactions excluded by ECTA, including certain goods made to the consumer's specifications or clearly personalised, goods which by their nature cannot be returned, and goods likely to deteriorate or expire rapidly.
Opened resin and opened filament are sensitive consumable materials whose condition can be changed by moisture, contamination, air, UV or light, temperature and handling. Where a statutory exclusion lawfully applies to an opened consumable, that exclusion will be relied upon. If applicable law requires otherwise in a particular case, the statutory rule will prevail.
5. Unopened Filament and Resin
For any non-defective return that is legally permitted or specifically accepted by PhotonResins3D, filament and resin must be completely unused and in the original sealed packaging. A broken vacuum seal, opened filament bag, broken bottle seal or evidence of use means the product is treated as opened.
6. Opened or Used Filament and Resin
Opened, unsealed or partially used filament or resin is not accepted for a change-of-mind return.
Once opened, PhotonResins3D cannot verify the storage, humidity, contamination, air or light exposure, sealing, printer settings or handling history. An opened product will therefore only be considered for return where the customer alleges a genuine manufacturing or material defect, or another statutory ground, and supplies enough information for the claim to be reasonably assessed.
A print failure, brittleness, stringing, poor adhesion, cracking, curing problem, colour change or similar symptom does not by itself prove that the material was defective when supplied.
7. Evidence and Assessment of Consumable-Material Claims
PhotonResins3D may reasonably request proof of purchase, batch or lot number, photographs, remaining material, the date first opened, storage method, printer model, print or exposure settings, failed-print photographs and other information relevant to determining the probable cause.
A claim may be declined where the evidence indicates that the problem more probably resulted from moisture, humidity, contamination, oxidation, UV or light exposure, incorrect sealing, unsuitable storage, incorrect settings, misuse or another condition created after delivery.
This assessment process does not remove the customer's rights where the product genuinely failed the applicable statutory quality requirements when supplied.
8. Incorrect Goods Supplied
If the product received does not match the product stated on the invoice or order confirmation because of PhotonResins3D's error, stop using or opening the item once the error is discovered and contact us. If the incorrect product remains unused, PhotonResins3D will arrange the appropriate correction and cover the reasonable transport cost required to correct our error where required by law.
9. Goods Damaged in Transit
Where possible, photograph visible courier damage, the outer packaging, shipping label, internal packaging and damaged product, and retain all packaging until the matter is resolved. Where goods were damaged before delivery to the customer, PhotonResins3D will provide the appropriate remedy and bear costs where required by applicable law.
10. CPA Six-Month Implied Warranty – What It Means
The CPA six-month implied warranty is not a six-month right to return goods because the customer no longer wants them.
It applies where goods fail to satisfy the statutory quality and safety standards – for example, where they are genuinely failed, unsafe or defective, not reasonably suitable for their ordinary purpose, not of good quality or good working order, or not reasonably durable having regard to normal use and the circumstances of supply.
The implied warranty is limited to the extent goods have been altered contrary to instructions or after leaving the control of the producer, importer, distributor or retailer. This is particularly relevant to opened resin and filament whose condition can be materially changed by storage and handling.
Where the statutory six-month remedy validly applies, the consumer may return the goods without penalty and at the supplier's risk and expense, and the consumer may direct the remedy provided by law, including repair, replacement or refund.
Where goods are repaired and the same failure is not remedied, or a further failure, defect or unsafe feature is discovered within the statutory period following that repair, the further remedy required by law will apply.
11. What Is Not Automatically a Product Defect
- change of mind or no longer needing the product;
- the customer selecting the wrong material or model;
- moisture uptake or poor storage after opening;
- contamination or oxidation after delivery;
- incorrect print or resin exposure settings;
- poor printer calibration or worn printer components;
- accidental damage, misuse or neglect;
- unauthorised modification or incompatible third-party parts or firmware;
- external electrical surge or other external damage; and
- normal wear and tear.
The actual cause of a reported problem will be considered. A warranty exclusion will be relied upon only where it is relevant to that cause.
12. Printer Warranty Claims and Diagnosis
Printer warranty claims must first be submitted to PhotonResins3D with proof of purchase, model and serial number, and a description of the fault. Photographs, video, error messages, firmware information and reasonable remote troubleshooting may be requested before transport of the printer is authorised.
Where a fault can reasonably be resolved by replacement of a defective component and that remedy is legally appropriate, a replacement component may be supplied instead of transporting the complete printer. This does not override a remedy the customer is specifically entitled to choose under applicable statutory law.
13. Printer Packaging
The original printer box, foam inserts and protective packaging must be retained for the applicable warranty period.
Where return transport is required, the printer must be protected in the original packaging or another packaging method expressly accepted by PhotonResins3D. Damage caused during return transport by inadequate customer packaging may be excluded from warranty to the extent permitted by law.
14. Manufacturer Warranty
After or in addition to any applicable statutory remedy, a manufacturer warranty may apply. Such claims are subject to the manufacturer's applicable warranty terms and may involve remote diagnosis, replacement parts, repair or another remedy under that warranty.
SOVOL products, where sold, receive the applicable SOVOL manufacturer warranty in addition to non-excludable South African statutory rights.
15. Transport Costs
Courier delivery is provided through The Courier Guy using the delivery option selected by the customer at checkout.
Standard delivery without optional limited-liability cover: the customer accepts the transit risk and compensation limits attached to the selected courier service. PhotonResins3D will not be responsible for courier loss, theft or courier-caused physical damage beyond the amount recoverable under that selected service.
Delivery with Courier Guy limited-liability cover: where the customer selects and pays for this option, PhotonResins3D will book the consignment with the selected cover. Any courier claim will be handled under The Courier Guy's applicable terms, exclusions, evidence requirements and maximum cover limit.
Where PhotonResins3D supplied the wrong item, PhotonResins3D will bear the reasonable transport required to correct its own fulfilment error where the item remains unused.
Valid product-defect returns unrelated to courier transit damage will be handled under the applicable statutory or manufacturer-warranty process.
Where assessment shows that no product defect exists and the problem was caused by misuse, storage, settings, modification or another excluded cause, the customer will be responsible for collection, return transport and any diagnostic cost disclosed in advance.
16. Goodwill Assistance
PhotonResins3D may, entirely at its discretion, provide additional assistance, a replacement, discounted replacement or transport contribution even where it is not legally obliged to do so. A goodwill decision in one case does not create a contractual obligation or precedent for future claims.
17. Product Safety – Resin and Related Materials
Customers must follow the safety precautions physically supplied with the product, including the safety sticker applied to PhotonResins3D resin bottles. Uncured resin must be kept out of reach of children and pets, kept tightly closed when not in use, used with suitable gloves and eye protection, and stored cool, dry and away from direct sunlight or UV.
PhotonResins3D is not responsible, to the extent permitted by law, for injury, illness, property damage or loss caused solely by unsafe storage, leaving products accessible to children or animals, failure to secure containers, ingestion, deliberate eye or skin exposure, contamination after delivery, use contrary to supplied precautions or another hazard created after the product left PhotonResins3D's control.
Nothing in this clause excludes liability that cannot lawfully be excluded where a genuine unsafe characteristic, manufacturing defect, product failure or inadequate warning existed when supplied and caused the harm.
18. Refund Processing
Approved refunds will normally be processed through the original payment method where reasonably possible and where required by the payment provider. PayFast refunds may be processed through PayFast. A refund will not exceed the amount originally paid for the relevant transaction.
Where ECTA requires a refund following a valid cooling-off cancellation, the refund will be made within the statutory period. Other approved refunds will be initiated as soon as reasonably practicable after the return or claim has been processed.
19. Unauthorised Returns
Customers must obtain return instructions before sending goods back. Unauthorised returns create identification, safety and routing problems. Any statutory rights that legally apply will still be honoured, but avoidable additional costs caused by an unauthorised or incorrectly addressed return may be charged where lawfully permitted.
20. Returns Contact
- Email: info@photonresins3d.co.za
- Telephone / WhatsApp: Available on the PhotonResins3D website
Returns must not be delivered in person unless PhotonResins3D has expressly arranged this in advance.