Returning a Damaged Cassette
Process
If you find window damage during cassette inspection, follow the process below for your region.
All Customers
Fill out and submit a return request form available here.
The form can also be accessed by going to https://www.carbon3d.com/contact and clicking on Report a Damaged Cassette.
- Ensure you have recorded the serial number, as this will be required for your support ticket.
- Thoroughly clean the cassette and remove any stickiness or shine (resin residue).
International Customers
- Await further shipping instructions in your support ticket.
US Customers
- An advanced replacement cassette will be shipped to you. The replacement cassette will come in a Carbon-approved shipping container
- M Series - cassette box with packaging foam
- L1 - rigid plastic case with packaging foam
- Please package your damaged cassette in the same box and secure it
- M Series - with packing tape on all sides
- L1 - firmly latch the case lid
- You will receive a FedEx shipping label with your advanced replacement cassette.
Contact [email protected] if you need a prepaid return shipping label.
Cassette is Inactive Alert
To make it easier for customers to track cassettes that should be returned to Carbon, use of such hardware is blocked if a print is attempted with that cassette.
A message will be displayed reminding the user to return the asset to Carbon.
The same alert is issued for RMA'd platforms as well.
Cassette RMA Policies
Carbon provides complimentary cassette replacements called entitlements based on printer type and subscription. Consult the appropriate document below for more information.
M-Series Cassettes
L1 Cassettes