Packing i3 printer for return

Updated 1 week ago ​by Martin Lexa

Do you need to send your printer back for a refund or repair? Unlike in case of a return shipment of a single part, when returning an assembled Original Prusa i3 printer, we would like you to secure it in a more sophisticated way to prevent any damage during the transport.

Before sending any product back to us, please make sure to let us know so that we can expect the package and process your claim faster. Contact us on email or live chat where we are available 24/7.
Also, we would like to kindly ask you to print out and fill in this service list, and to attach to the shipment.
If you are returning just a single part, wrap it into some stuffing material and pack it into a small box.

Return for repair vs. refund

Return for refund

Whatever the reason for returning the printer may be, if you are not sending it back for repair, you must include all of the tools and accessories that came with it. That includes:

  • flexible magnetic steel sheet
  • spool of grey filament and spool holder
  • SD card, power cable, USB cable
  • pliers, spatula, screwdriver, Allen keys, spanner
If we have sent you some replacement parts before, don't forget to send us back the original (broken) parts too.
Return for repair

When returning the printer just for repair, you do not have to include everything. You can keep the tools (pliers, spatula, screwdriver, Allen key, spanner), the cables and the spool holder, but please include the flexible magnetic steel sheet (if you have more sheets, always include the one that you are using when the problem happens).

We also need you to send us the filament that was giving you a hard time (the spool, not just a sample), and the SD card with the G-code that you had trouble printing. Please include a copy of the original STL file too.

Always include a piece of paper with your order number and with a summary of what went wrong so that we know what we should focus on. All this will help us to get the printer back to you in the best shape much faster.

List of packaging material

Cardboard box

If you bought the printer assembled, please re-use the box in which you have received it. If it was a kit, please find another suitable box. The assembled i3 printer's dimensions are 420 × 420 × 380 mm / 16.5 × 16.5 × 15 inches, so the box should have around 500 × 500 × 400 mm / 20 × 20 × 15,8 inch.

Do not disassemble the kit! Do not try to cram the assembled kit into its original box!
Zip ties

You will also need some zip ties (also known as hose ties/cable ties) or similar fasteners. The smaller the length, the more you will need. We are always sending a full pack of zip ties with printer kits and upgrades - use those preferably.

If the zip ties are too short, remember you can always tie one zip tie to another.
Packaging foam

To secure the nozzle, you will need a small piece of packaging foam of 50 × 100 × 100 mm / 2 × 4 × 4 inch. For example, you can cut a piece of the white foam that was used in the original box.

Even if you purchased the printer as a kit, this packaging foam can be found in the box where the motors were stored.
Stuffing material

To secure the printer itself in the box, please stuff all of the empty space inside the box with bubble wrap, inflatable air cushions or similar soft packaging material.

Printer damaged during transport back to us is not eligible for a full refund.

How to pack the printer

Please follow this step-by-step manual.

If you send us your kit for repair partially (of fully) disassembled, you will be asked to pay the price difference between the kit and the assembled printer. Moreover, it can double the time needed to settle your claim.

Our adress

Return address

PRUSA RESEARCH s.r.o., Osobni odber

Partyzánská 188/7a

17000

Praha 7

Czech Republic

If you need us to send the repaired printer to a different address than the one that is on your original invoice, make sure to let us know.


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Find out more troubleshooting tips here: Community Forum | Assembly Manuals | Youtube channel | info@prusa3d.com


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