¶ Introduction
Dear customer, we have categorized the A1 recall FAQs into the following categories: return process inquiry, order inquiry, reseller inquiry, discount code inquiry, and other inquiries.
Please be aware that once you have submitted your decision on the registration page, a ticket will be automatically generated for you.
To review the response or ask additional questions, please access the corresponding ticket in the Support Ticket section on our website or in the Bambu Handy APP.
We will update this page from time to time as more questions come.
¶ How to access the ticket you created?
¶ From our website
Navigate to the User -> Support Ticket section and select the Heatbed Cable Callback ticket
¶ From Bambu Handy
Navigate to Me -> Support Ticket section and select the Heatbed Cable Callback ticket.
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¶ Return process inquiry, including shipping cost, package, etc.
¶ Will shipping costs be supported by Bambu Lab for Option 1 - Return for Refund?
Yes, Bambu Lab will cover the return shipping costs for the printer.
In response to different regions, we will provide shipping labels or reimburse shipping fees based on specific circumstances if we are unable to provide a pre-paid return shipping label. The details on how to handle the packaging and return shipping will be addressed in response to the after-sales support ticket created by the portal.
¶ I don't have the original packaging box and materials. What can I do in this case?
We recommend using the original packaging and ensuring all the items in the printer's box are packed well for shipping for the best protection.
If you do not have the original packaging material, we will provide guidance based on each customer's specific situation in the after-sales support ticket.
We recommend you refer to the dimensions of the original packaging box and purchase a suitable cardboard box for packaging the printer. It is recommended to buy a packaging box slightly larger than the dimensions to ensure smooth packing. The size of the package is described below:
Detailed packing instructions:
Before packing, please refer to our official packing guide linked above, separate the printer's gantry and base, and use zip ties to secure the tool head. Additionally, we strongly recommend the use of cushioning materials such as newspapers, foam, air cushions, etc., to reinforce and protect the printer, preventing further damage during transportation. If you are not sure of the packaging, feel free to share pictures with our CS team in the ticket, to confirm if the printer is well protected.
Furthermore, If you buy a packaging box, keep the payment receipt, as we'll refund the box cost upon receipt. The estimated cost for packaging boxes and cushioning materials is about $10. If you require recommendations, please contact us by the corresponding ticket in the Support Ticket section on our website or the Bambu Handy APP.
¶ I purchased the A1 combo. If I choose to return it for a refund, do I need to include the AMS lite in the return package as well?
Yes, if you have purchased the A1 combo and you have chosen Option 1 - Return for Refund option, please include the AMS lite with the printer for the return.
¶ What do I need to return besides the printer (and AMS lite for combo)?
All the items present in the printer's box at delivery should be returned. This includes the tools, the spare PTFE tubes, the color swatches, and the hardware kit. If you are missing any of these items, please inform our Customer Support in the ticket created.
¶ Order inquiry, including multiple printers, accessories, filament
¶ If I choose to request a return/refund rather than wait for heatbed availability and replace It, when can I expect my money to be refunded?
The A1 printer refund will be issued to the original payment type used when you placed your order. Refunds will be processed within 5- 7 business days after the old printer has been received.
¶ I purchased additional items for the A1, such as accessories and filament. Will I be able to return those additional parts along with the A1 itself and receive a refund?
Returns for accessories and filament are generally not accepted if used due to the complexity of the situation and the difficulty in making accurate assessments.
However, we understand that you might not have a use for those accessories if you do not intend to re-purchase the A1 printer after returning it.
Please ensure that you mention that you wish to return other accessories in the ticket created, and provide photos of the accessories to confirm their condition. Our team will then assist in this matter and guide you through the process.
¶ I have multiple A1 printers. How do I proceed in this case?
The registration form allows a maximum of five entries (SN or Order No.) which will be processed according to the Solution chosen. If you have more than five printers, we recommend contacting us directly.
¶ What is the process for A1 printers that were purchased with vouchers / MakerWorld points?
If you return an A1 order purchased with vouchers / MakerWorld points, the refund amount will be automatically returned as a gift card balance once the printer is received.
¶ Reseller Inquiry
¶ I purchased the printer from an official reseller. Will I receive the same compensation?
For customers who purchased the printer from an official reseller, you are eligible to receive an identical solution from the reseller.
This solution includes two options: you can either receive a full refund along with an $80 discount code from a reseller, or you have the choice to keep your A1 printer and replace the upgraded heatbed when it becomes available, along with a $120 discount code provided by the reseller.
To receive the same solution, we kindly request you to directly contact your reseller with your request. We have communicated the necessary details to all our A1 official resellers/distributors, ensuring they are well-informed and capable of providing you with an identical solution.
If you encounter any challenges in obtaining assistance from your reseller, kindly notify us by providing the name of your reseller or distributor in the "Order No" section of this page and submit the information. We will promptly address and resolve the issue for you.
Note: The voucher amount provided will be different for other regions, but equivalent discounts will be provided across different stores and regions to match the same value.
¶ Discount code inquiry
¶ What is the validity period of the discount code?
The validity period for the discount code is 90 days from the time they are issued.
¶ When will I get the discount code if I choose Option 2 - Wait for Heatbed Availability and Replace It?
You will receive the discount code only at the time when we ship the replacement heatbed, and not before. The discount code will be provided at the same time as the logistics information for the heatbed replacement.
¶ Other inquiries
¶ Can the A1 still be used?
Our highest priority is the safety of our customers; for this reason, we strongly urge all customers to stop using their A1 printers until the heatbed cable issue has been resolved.
We only recommend using the A1 printers after the updated heatbed cable is installed.
¶ Can I upgrade the A1 printer to a P1/X1 series printer？
Unfortunately, we do not support direct upgrades to other printer models.
If you wish to purchase a different printer, your option would be limited to returning the printer for a refund, and the compensation in the form of a discount code.
Once you have received the refund and discount code, you can proceed to make a new purchase of the printer you desire from the store.
¶ Are there any other Bambu Lab printers impacted by the recall?
No. This recall is only related to Bambu Lab A1.
¶ I need to change or update my information, what should I do?
If you have any additional questions or need to make changes to your contact information, please contact us by the corresponding ticket in the Support Ticket section on our website or the Bambu Handy APP.