Chube Hotend - Luke's Laboratory

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing on this page limits those rights, this page explains how we make them easy to use, plus the extras we offer on top. 

Returns (Change of Mind)

Please create a ticket here if you need any assistance with your purchase.

If you ordered the wrong thing we will accept returns of new, un-opened items in their original packaging within 15 days of the order delivery date provided they are in saleable condition. If it has been more than 15 days we may still accept it if in original condition and we still list the product on our site. Please contact our support, as it review on case on case basis.

It does take us a while to process a return order, inspect it and restock it so a up to 20% restocking fee may be applicable and buyer pays the return shipping. Only the price of the goods less the restocking fee is refundable. We can waive the restocking fee if the item is returned in 'as received/new condition' for store credit. The initial shipping charge is not refundable or for free shipping offers the shipping costs originally absorbed by us in order to ship you the product, including any other related fees if any, will be deducted from your total refund or credit amount. Please contact us to obtain a return authorisation code before making a return and change of mind is limited to new product and outline in below exclusion.

Pre-orders or ordered items may be canceled up until the agreed or listed shipment time-frame, or before the order has been packed and a label generated. This policy helps cover the payment gateway processing costs, which vary depending on your payment method (e.g., Afterpay/Zip may incur higher fees due to payment processing, whereas bank deposits incur no fees). If the order is delayed beyond a reasonable time or canceled by us, this processing fee will be waived. Therefore, please ensure you want to proceed with your purchase before placing a pre-order. If you are unsure, please reach out to us to discuss the product or lead time. Delays outside our control, such as those from manufacturers when clearly stated, are not applicable. We will communicate any delay information from our suppliers or couriers within 1-2 business days.

Please create a ticket here

Exceptions

Unfortunately we cannot offer a change of mind refund or exchange on the following items:

• Custom-made products
• Any product/s specifically cut to size at your request
• Opened Filament
• DIY Kit once assembled 
• Service performed
  
• Specials Orders / Purchase Order
  
• Open Box / Clearance Items / Sales Events
  
• Software / Digital Products / Gift Cards
• Bulk order item (a bulk order of an item we normally stock)

Cancellations / order changes / order additional

Please contact us as soon as possible if you would like to cancel or change your order. You can cancel an order if we receive your cancellation request before your order is processed. However, please act quickly, as we strive to dispatch goods as soon as possible. We may not be able to make changes to your order within the same day dispatch cut-off time or once your order has already been packed. Ideally, we need to be notified within 30 minutes of order confirmation or at least 3 hours before the same-day dispatch (1 PM for AusPost). Otherwise, we may not be able to accommodate changes or cancellations if the order has already been packed and the label generated. Please ensure that your order is correct at checkout.

support@dremc.com.au or create a ticket here or reply to your order confirmation

Do note, once item labelled has been generated or shipped and in transit any return is consider a change of mind and restocking will be applicable and initial shipping is not refundable. We cannot redirect parcel, so please confirm delivery address is correct upon checkout. Order will be cancelled and refunded if you require to update shipping address. Please use auto-fill suggestion and double check pre saved address is up to date at checkout. We don't hold any responsibility for incorrect entered address, redirection request or RTS due to invalid address will been seen as change of mind return. 

We couldn't supply your one or some of your item/s

On rare occasions, an item/s may not be found during packing or may have been oversold. If this happens, we’ll notify you immediately with your available options, you choose what works best for you.

For Multi‑Item Orders

• Ship the remaining items + receive store credit for the missing item.
• Ship the remaining items + receive a full refund for the missing item.
• Split shipment what in stock and ship remaining items but this will require additional freight at discounted rate. 
• Exchange it for a different colour or variant.
• Wait for the backorder (we’ll provide an estimated arrival date).
• Cancel for store credit, recommended if you plan to reorder, since we don’t get our merchant fees back on refunds.
• Cancel for a full refund.

For Single‑Item Orders

• Wait for the backorder (we’ll provide an ETA).
• Cancel for store credit.
• Cancel for a full refund.

DOA / Missing Item / Incorrect Item / Visually Damaged Items

Defective item on arrival DOA (Dead on arrival) will be replaced with a like item or a replacement or refund depending on case by case basis. If the product is visually damaged, DO NOT use the product and contact support. We will cover the freight back if it DOA if applicable. If the item is not faulty, or user is at fault we reserve the right to charge a service fee of up to $50 or 50% of good value before your goods are returned, we will provide estimate cost for inspection as it can vary between product. 

We must be notified within 3 business days from receipt of delivery to be eligible for exchange due incorrect/missing/visually damaged received, otherwise we bear no responsibility for items not reported as missing in the 3 business days following delivery scan or within reasonable time-frame upon receiving your order.

Terms and conditions of manufacturer's warranty(Manufacturer Warranty Policies) apply to defective items after 2 days (48 hours). It may be a requirement to return the defective goods directly to the distributor, manufacturer, or an accredited service agent (DREMC-STORE / Us) or providing photo/video evidence of fault. We pack our goods to arrive safely but on occasional the outer product packaging may small visual damaged during transit, this is not cover under DOA unless product is defective/damaged. If the product is a gift and require perfect packaging please contact us beforehand we can arrange additional packaging to ensure any visual packaging will not be damaged during transit.

Incorrect/Missing Item? 

1. Advanced Exchange (Fastest)
Reorder the correct item right away so it ships ASAP. Then, return the wrong item using our Return to Sender (RTS) it's completely free for you. Once we receive the returned parcel, we'll refund/credit the original item. 

2. Return First
Send the wrong item back to us. When it arrives, we'll credit your postage costs and ship the correct item out to you immediately.

3. Keep It (Discount Option)
In some cases, we may offer you a discount to keep the wrongly sent item if that something you can use and also either store credit or discount for the trouble. It’s often cheaper for everyone than paying postage both ways, so if it works for you, it's a win-win.

If an item is missing/incorrect of small value (Under $25) and it was not the only item purchased we reserve the right to refund the item missing instead or the situation right, please contact us. If you need item urgently and we have sent you the wrong item please note that we cannot send another package out in advanced without the other item being returned. Alternatively, you can place a order again and then when the original order (wrong item) is received, we can refund that order and the freight you paid on second order for instance. If the item is not faulty, or user is at fault we reserve the right to charge a service fee of up to $50 before your goods are returned.

The costs of returning the defective products after initial DOA period to DREMC is the responsibility of the customer. DREMC tests and validates all returned products as part of our Continuous Quality Improvement program. This is also required for DREMC to launch a warranty claim to applicable manufacturer. Tests may include printing small test prints which will consume some of the material returned. If the product has been inspect and determined by us or the manufacturer to be not defect in materials or workmanship, there may be service fee charged to cover provided return label and labour time and re-freight cost for item to be re-sent. If the item is faulty, we cover replacement cost to have item fixed/replaced at our cost. When lodging a warranty request, for certain product we will require original invoice, the product serials or production batch, a brief description of problem along with clear evidences of it presences (example: photo, video) before we can accept the return for inspection.

Inspection after return can take up to 5 business days or longer, depending on the complexity of the product or issue, and our current repair queue. Once we receive the item, it will be placed in the queue and actioned as soon as possible.

Vacuum Bag Policy

Please note that burst or damaged vacuum bags on filament rolls are not covered under warranty. This is because the product itself (the filament) remains fully usable and can be restored to optimal condition by drying before use.

We now recommend that all filaments be dried prior to printing, regardless of packaging condition. Drying settings for each material can be found in the table provided under the product description.

Warp/Damaged Cardboard Edges Policy

Please note that sometimes during transit, items can experience rougher handling, which may cause slight damage to cardboard edges or occasionally cracked plastic edges. If this has occurred, please reach out with a photo of the condition if possible before unboxing the items, especially if you see clearly noticeable damage to the box and the items. This allows us to lodge a transit damage claim with the courier. We can offer some store credit for use on a future order, which is considered on a case-by-case basis depending on the extent of the damage and If claim damaged through transit cover is successful, we can offer replacement spool/refund on that spool/claim amount.

We check each spool sent for damaged edges. These are not sold at retail pricing; they are usually reserved for "warehouse clearance goods" or free promos/warranty, and you will be notified of the condition beforehand.

Limitation of Liability

Under NO circumstances will any damage caused as a result of, including but not limited to: user error, misuse, print settings, printer profile, bad material, firmware modification, mechanical damage, production loss or downtime, be warrantied by DREMC or manufacturer’s warranty unless specifically stated in service contracts. 

Exchanges 

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. As exchange may take additional 2-7 business days to process. 

General Return Policy 

Please do not send DREMC-STORE any items that do not meet the return criteria listed above. They will be freighted back to the customer at their own cost. 

Should you return items that were placed using a promotional code, discount or offer, you will not be refunded for the amount of the code, discount or offer, as these discounts were deducted from the original purchase amount. 

Please note that once we have agreed to a return, customers are required to ship the product back within 14 business days as instructed. Failure to do so will be deemed as a waiver of right to return.

Return/Refunds/Exchange process may take 2-10 business days for DREMC-STORE process upon receiving your return. Payment processing across bank or payment method may take another 1-5 business days. If you still has not received the refund in provided time (10 business day), please contact us again. 

Store Credit are provided can sometimes be provided as form of refund, please note these will have expiry of 3 years like any store gift card. 

If you request us to lodge RTS request due to change of mind or due to no collection or rejection by the receiver, the customer will be required to pay for re-sending the order and RTS Fee. If no communication is received from the customer, the order will be held for 10 business days, after which the customer may request re-shipment at their own cost. If the customer provided an incorrect or invalid address and fails to make contact, the goods will be classified as uncollected.  If an item is returned to us due to non-collection or rejection by the receiver, the customer will be required to pay for resending the order and cover RTS fee. If we do not receive communication from the customer, the order will be held for 10 business days. After this period, the customer may request reshipment at their own cost if the item remains in stock. Otherwise, the item will be classified as a change of mind return. Where possible, we will deduct the Return to Sender (RTS) fee from the refund processed back to the original payment method. If the total RTS fees exceed the amount already paid, no refund can be issued, as we have paid the RTS fee out of pocket. We can only offer re-send the items for additional payment for re-freight and RTS fee, or invoice of item at discount with updated/correct address if item has been destroyed by customs due to no collection. 

Making a return

To return goods, you will need to:

Ensure that your items meet the return requirements of the DREMC-STORE return policy listed above.

Send an email to support@dremc.com.au detailing the reason for your return or create a ticket here. Please include your full contact details purchase information including invoice number, and date purchased.

Wait for a reply email from DREMC giving you approval and a 'Returns Authority' number for your return.

Write down the supplied 'Returns Authority' number on a copy of the invoice/order confirmation of the items and include this with your return.

Send returns to:
DREMC-STORE
PO BOX 5340
ALGESTER QLD 4115
AUSTRALIA

Note: To prevent your return from being lost or damaged in the post. Please ensure you send your items via a protected satchel or box suitable for mail or courier transport that can be tracked and you have adequate insurance cover. DREMC will not be held responsible for any items that are damaged or lost during a return.

Product recall

Find out more about product recalls.

Errors and Omissions Excluded