QALAM return, refund & exchange policy

Time limits

Days are calendar days. They start the day after the courier delivers the machine to you, or the day after you collect it from our workshop. Messaging us within the time limit is what counts.

Returning a machine you no longer want

You can return a QALAM machine within 7 days of delivery for any reason. You do not have to explain why, although it helps us improve. Your refund is worked out like this:

On a change-of-mind return we do not refund the delivery charge you paid when the machine was sent to you, or the courier cost of sending it back to us. We do not charge for the inspection or for fitting new parts.

What counts as “used”

A machine counts as used once filament has been loaded into it or anything has been printed on it after delivery. We can see this on the extruder gears, the nozzle and the PEI plate, and in the machine’s print history.

Wear parts deducted after use

These parts touch filament or heat on every print. Once used, they cannot be sold as new, so we fit new ones before the machine can be sold again. If your machine has been used, all six are deducted together, even if a part looks clean, at the price of the new part in our QALAM Accessories store on the day we confirm your return.

Prices are today’s prices for new parts. “Price on request” means the part has no listed price yet. Before you send the machine, we confirm the exact wear-part deduction in writing, so it never comes as a surprise.

Other deductions

These apply only if the inspection finds them, on a used or an unused machine:

• Missing items. Anything that came in the box (power cable, toolkit, quick-start guide) or that we gave you with the machine, at its current price.
• Damage beyond normal printing. For example cracked or scratched panels or doors, bent or broken parts, or cut or pulled wiring, at the price of the parts needed to repair it.
• Packaging. If the original box and foam are missing or too damaged to reuse, the cost of new packaging. Tell us when you ask for the return and we will tell you the cost.

Every deduction is listed in your inspection report, with photos and its price.

When a return is not accepted

• You ask after the 7-day limit.
• The machine has been dropped, hit, wet or burnt, or damaged by a power surge or wrong electrical connection.
• The machine has been modified: parts changed or added, or its firmware replaced or re-flashed. Changing settings on the touchscreen or in OrcaSlicer is fine.
• The machine was built or changed to your special order.

If we cannot accept a return, we show you why with photos. You can collect the machine from our workshop or we send it back to you, and you pay the delivery.

Faulty or damaged machines

When something is our fault, you pay nothing: no wear-part deductions, and we arrange and pay the courier both ways.

Damaged in delivery

• Check the box and the machine when they arrive. If anything is damaged, message us within 48 hours with photos or a video of the box and the damage. An unboxing video is the best proof.
• Keep all the packaging until we have sorted it out.
• We send replacement parts, repair the machine or replace it, at our cost.

Faulty in the first 7 days

• Message us with your order ID and a description or video of the problem. Most problems are fixed over WhatsApp or 3DISM Remote without moving the machine.
• If it has to come back to us, we arrange and pay the courier both ways.
• We repair it or replace the faulty part at no cost. If we cannot fix it within 15 days of receiving it, you choose: a replacement machine, or a full refund of the machine price and the delivery charge you paid.

What is not a fault

A nozzle clogged in use, prints not sticking, stringing or poor quality caused by damp filament or slicer settings, and normal wear from printing are part of 3D printing. We help you fix them for free, but they are not grounds for a fault return. Within 7 days you can still return the machine under the change-of-mind rules above.

After 7 days

Faults are repaired under your machine’s warranty. The warranty period and what it covers are in your order confirmation; see also Delivery & Warranty.

Exchanges

• Faulty part or machine: replaced free, as described above.
• Swap to the other model (Pro 300 to Pro 400, or Pro 400 to Pro 300) within 7 days of delivery: we handle your machine as a return, with the same inspection and deductions, and put the refund amount towards the other model at its current price. You pay the difference, or we refund it, plus delivery for the new machine. Subject to stock.
• Same model, another unit: we swap a machine for another of the same model only when it is faulty.

How to return, step by step

1. Message us on WhatsApp (+92 313 6806169) within 7 days of delivery with your order ID, the reason, whether you have printed with the machine, and photos of the machine and its box.
2. We confirm the return in writing and give you a return number. If the machine has been used, we tell you the wear-part deduction at that day’s prices. Please do not send a machine without a return number.
3. Get it ready. Unload the filament and remove the spool, take off any prints, let the machine cool and switch it off. Put back everything that came in the box and pack the machine in its original box and foam, the way it arrived.
4. Send it within 3 days of getting the return number, by a tracked courier to our workshop: 3DISM, G.T. Road, opposite Punjab Group of Colleges, Kot Addu 34050, Punjab, Pakistan. Or bring it in person (Sat–Thu 9:30 AM – 7:00 PM · Friday closed). On a change-of-mind return you pay the courier, and the machine is your responsibility until it reaches us, so pack it well and insure it if you can. For delivery damage or a fault, we arrange and pay the courier.
5. We inspect it within 3 working days of it reaching us. You are welcome to watch on a WhatsApp video call or be here in person; tell us when you send it.
6. You get an inspection report on WhatsApp: photos, each deduction with its price, and your refund amount.
7. You decide. Accept it, and we pay the refund within 7 working days. If you do not accept it, we send the machine back as it is (you pay the delivery) or you collect it, and nothing is deducted.

How refunds are paid

• By bank transfer, to the account the order was paid from or to another account in the buyer’s name. We do not refund in cash or to anyone else’s account.
• Within 7 working days of you accepting the inspection report. We send you the transfer receipt on WhatsApp.
• Based on the price you actually paid for the machine, after any discount. A refund is never more than that.
• Delivery charges are refunded only when a machine is refunded because of a fault or delivery damage.

Your data and other products

Before a returned machine leaves us again, we reset it: your Wi-Fi details, uploaded files and print history are deleted, and it is removed from your 3DISM Remote account.

This policy covers QALAM machines only. Filament, spare parts, accessories, printers from other brands and 3D printing service orders follow our Terms & Conditions.

This policy does not take away any rights you have under Pakistani consumer-protection law. We may update it; the version on this page when you placed your order applies to that order.

Last updated: October 2026