Galileo Warranty Policy

Galileo Program | Hardware Warranty and Liability Policy

At Protosthetics, we are committed to providing reliable, high-quality 3D printing solutions. Our Galileo Printer Warranty and Liability Policy is designed to ensure that your device operates at peak performance throughout your Galileo subscription. This policy outlines the coverage, support, and service options available to Galileo program users, including replacement parts, troubleshooting assistance, and temporary printing support when applicable. Please review the following terms to understand your coverage and the steps required to receive warranty support.

1. Maintenance of Equipment:

Customer agrees to maintain the Equipment in good operating and physical condition at its expense, ordinary wear and tear excepted. Support to customer performing regular maintenance is provided free of charge by Protosthetics. Any equipment failures not deemed to occur by negligence is the responsibility of Protosthetics – best effort must be made by customer to help implement and rectify any equipment failures.

2. User Negligence

Users will be responsible for repair or replacement costs resulting from hardware damage due to user negligence, including but not limited to the following examples:

• Unattended Printing: Starting a print remotely or in-person and failing to monitor the printer for the first few layers. This includes scenarios where the toolhead may crash into an existing object on the bed or where a print fail causes damage because user did not notice that the first print layers did not adhere.
• Ignoring Troubleshooting Instructions: Damages resulting from failure to read or follow support documentation or troubleshooting guides provided by Protosthetics. Or by attempting a fix on your own before receiving proper documentation.
• Excessive Force During Repairs: Causing damage during attempted fixes by applying unnecessary force or disassembling components incorrectly. For example: tearing a wire while attempting to clear a clog in the toolhead.

Protosthetics will evaluate any reported damage to determine whether it resulted from normal wear or user error. If all reasonable steps were followed and the damage appears to have occurred naturally, Protosthetics will cover the repair or replacement under warranty.

3. Printer Downtime Support Policy

If a Galileo printer is non-operational due to a confirmed hardware issue that requires replacement parts, Protosthetics will print and ship necessary products at no cost until the required parts are received to restore the machine to working condition.

Exceptions:

• If troubleshooting steps are required from the customer to diagnose or resolve the issue, Protosthetics will not fulfill print needs until those steps have been completed.
• If the hardware is damaged due to user negligence, Protosthetics will not fulfill print needs free of charge. Customer is welcome to pay for filament & shipment of needed prints from CFAB.

This policy ensures a prompt resolution while minimizing workflow disruptions.

4. Replacement Parts Policy

Protosthetics will cover the cost of required part replacements for issues arising from normal wear and tear or machine malfunction.

Protosthetics reserves the right to assess any reported printer damage. If it is determined that the damage resulted from excessive force, improper handling, misuse, or negligence, the cost of repairs and any associated fees will be the customer’s responsibility.

5. Unresolved Hardware Issues

If troubleshooting does not resolve the issue and the printer remains non-operational, Protosthetics may, at its discretion, provide a replacement printer. The determination for a replacement will be made based on troubleshooting efforts, hardware assessments, and warranty coverage. Additional terms may apply based on the nature of the malfunction.

6. Remote Printing and Print Bed Collisions

Protosthetics is not responsible for any damages that occur due to a collision caused by starting a print remotely when there is an existing print on the bed. Any resulting damage, including but not limited to hardware failure, print head obstruction, or bed misalignment, will be the sole responsibility of the customer.

7. Filament Replacement for Failed Prints

In the event of multiple failed prints due to testing an ongoing issue, Protosthetics may, at its sole discretion, replace wasted filament. This determination will be made on a case-by-case basis and is not guaranteed.

However, filament replacement will not be considered if the customer does not promptly report printing issues to Protosthetics. If repeated failures occur without notifying Protosthetics in a timely manner, the responsibility for wasted filament falls on the customer.

8. Materials & Modifications Policy

Customers agree to use only approved 3D printer materials supplied by Protosthetics when using rental equipment. The use of non-Protosthetics materials or any third-party materials is prohibited unless expressly requested in writing and approved by Protosthetics. Failure to comply with this policy may result in voiding the warranty or incurring additional repair fees.

Additionally, customers agree not to print files outside of the designated print files provided by Protosthetics or make any alterations to the machine hardware or firmware without the express written instructions and approval from Protosthetics. Unauthorized changes or use of unsupported materials may result in damage to the printer and void warranty coverage.

9. Printer Return Policy

If a printer is being returned due to cancellation or replacement, the customer must ship the printer within fourteen (14) days upon receipt of return instructions or materials. Failure to do so will result in a daily fee of one hundred dollars ($100) until the item is shipped.

To ensure proper handling during transit, customers are required to submit photos of the printer’s packaging before shipping. These photos must clearly show that the printer has been securely and appropriately packed. If the printer arrives damaged and sufficient packaging proof was not provided, the customer may be responsible for refurbishment costs.

10. General Terms

This policy is subject to change at Protosthetics' discretion. Customers are encouraged to review warranty terms periodically. Any disputes arising under this policy shall be governed by the laws of the state in which Protosthetics operates.

Examples of User Negligence:

For further inquiries or assistance, please contact our customer support team.

Updated on: 25/06/2025