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Firmware Help


Our Six Principles ×

  • Have questions regarding the product? We don't like to make uninformed choices too! Write to us. We'll answer all your doubts :)

  • Most companies make you pay more for the 'premium' stuff. We believe the best possible should be standard.

  • We don't lock up our firmwares. In fact, we even provide you the precompiled firmwares and the source files. Everything you need!

  • Becase sometimes, we know you just need more time. So we extended our return period to 60 days*, from the time you order.

  • If you do not receive your item and the courier company declares it lost, we will re-ship your order, no questions asked.

  • Complaint? Compliment? Go Straight to the Top! Our Customer Managing Director, Shania Ng wants to hear your complaint first hand.
Returns & Exchange ×
Kay3d.com is committed to providing our customers with the best levels of service. 

Please refer to the “Return Types” table below to determine the type of return options that are available for the item you wish to return. After understanding your options, you may request a Return Merchandise Authorization (RMA) if your request is submitted within the allowed time window (specified in the table below). The first day starts counting when you receive your order. RMA requests can be submitted in primarily two ways.

1. Contacting our Customer Service Team

In order to ensure a smooth and speedy service, please have the following information ready when contacting our Customer Service Team:
  1. Your order number. It starts with 'KV' and ends with 'KR' and can be found in your email after you place an order with us. 
  2. Product name of the item you wish to return if your order contains more than one item.
  3. Reason for requesting a RMA (Defective Item Exchange, Size Exchange, Unwanted or Unopened Item Return, Defective Item Repair)


2. Using the RMA request interface in your "My Account" section. You can find "My Account" on the top right hand corner of the page that you're on if you're on desktop and under the top left hand corner drop-down menu if you're on mobile.

If you feel better about speaking to somebody, please feel free to contact our customer service team here instead.

Click the specific order number your "My Account" that contains the items you wish to return. Below your list of purchases, you will find a link titled "Start a return request?" Click the link and follow the instructions.

Return Types 

Last Updated on 11th Jan, 2020
  Defective Item Exchange* Product Model Exchange* Unwanted Item Return
3D Printer Kits Available within 60
days
Not available Available within 60 days (Unopened Items only)



Please refer to the Terms and Conditions for further details. 

All returns must be sent to us within 60 days of the RMA issue date. Kay3d.com reservers the rights to refuse returns that are not received within reasonable time frame. 

Terms & Conditions 

General for all products

  1. All returns must be sent back to our respective logistics partner addresses kay3d.com's official premises with prior authorization, i.e. a Return Merchandise Authorization (RMA) number. Unauthorized returns will be refused and disregarded.
  2. Returned items must be in their original packaging. Incomplete returns may be refused or disregarded.
  3. Kay3d.com will usually reship an item if the order was returned due to a defect or a mistake on our end. Kay3d.com reserves the right to determine the res-hipping method regardless of the shipping method that was used in the original order.
  4. Items marked as “Final Clearance” are not eligible for Size Exchange, and Unwanted or Unopened Item Return.
  5. We do not offer refunds or returns in cases involving allergic reactions or adverse skin conditions due to products that we sell or carry.
  6. Kay3d.com is not responsible for items lost during return shipping. We recommend that you send your return via Registered Air Mail to ensure that it reaches us.
  7. Coupon discounts as well as shipping and handling fees from the original shipment to the customer are not refundable.
  8. Kay3d.com reserves the right to change our return policies and/or reject any exchange requests for any reason without prior notice. Should there be any dispute, Kay3d.com's decision will be final.

Defective Item Exchange

Kay3d.com will be responsible for the return shipping costs if the defective claim is confirmed to be valid. The return label that's generated will take care of the return cost. 

Unwanted or Unopened Item Return

  1. Unwanted or unopened items returned to kay3d.com must be in their original packaging. Incomplete returns and items that are suspected to have been tempered with may be refused or disregarded. Customers are required to bear return shipping fees in cases of unwanted or unopened returns. Kay3d.com will not be responsible for the items that are lost in transit while returning to our allocated locations. 
  2. Refunds for unwanted or unopened items will be issued in the same form that your payment was made; Credit Card/ PayPal. Refunds will be processed in a maximum of 14 working days once the returned products are received and confirmed to be in acceptable condition by Kay3d.com

Firmware Consultation with firmware support team at KAY3D.
We ship internationally to more than 200 countries!

What your Purchase Pays for ×

What your Purchase pays for

We only charge you what it costs us to manufacture, pick, check, pack and ship your order, plus a small margin. We reinvest that back into improving KAY3D products.
KAY3D what your product price pays for