---
title: Returning a Damaged Cassette
slug: returning-a-damaged-cassette
docTags: 
createdAt: 2025-07-14T23:36:12.239Z
---

## Process

If you find window damage during cassette inspection, follow the process below for your region.

### All Customers

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Fill out and submit a** return request form** available [here.](https://support.carbon3d.com/s/create-case)
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The form can also be accessed by going to [https://www.carbon3d.com/contact](https://www.carbon3d.com/contact) and clicking on **Report a Damaged Cassette.**
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![](https://res.cloudinary.com/carbon3d/image/upload/t_auto_quality_format/v1752273928/Education/Hardware/Cassette-Care/report-damaged-cassette01.jpg)
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- Ensure you have recorded the <font color="#6752ff">**serial number,**</font> as this will be required for your support ticket.
- Thoroughly clean the cassette and remove any stickiness or shine (resin residue).
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![](https://api.archbee.com/api/optimize/3CesIL2dYMCHPZvRjp8S0/kUYSg-RJX3ONhiLFCqkJK_serial-numbers-v02.jpg)
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### International Customers

- Await further shipping instructions in your support ticket.

### US Customers

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- An advanced replacement cassette will be shipped to you. The replacement cassette will come in a Carbon-approved shipping container&#x20;
  - 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&#x20;
  - 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.
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::Image[]{src="https://api.archbee.com/api/optimize/3CesIL2dYMCHPZvRjp8S0/iAWqQ3m4qj7a5DOxyWijZ_return-packaging-portrait-1000x.jpg" size="70" width="736" height="1000" position="center" showCaption="false"}
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Contact [support@carbon3d.com](mailto\:support@carbon3d.com) if you need a prepaid return shipping label.
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### Cassette is Inactive Alert

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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.&#x20;
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![Cassette is Inactive Alert](https://res.cloudinary.com/carbon3d/image/upload/Education/Hardware/Cassette-Care/Cassette-inactive.png)
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The same alert is issued for RMA'd platforms as well.
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## Cassette RMA Policies

Carbon provides complimentary cassette replacements called **entitlements&#x20;**&#x62;ased on printer type and subscription. Consult the appropriate document below for more information.

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**M-Series Cassettes**
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::File{src="https://api.archbee.com/api/presign/uXbZOKjJTGpPhjapQ8fvM-pCj_tsr6HOZChJqWJhA2i-20250507-215349.pdf" label="M-Series Printer Cassette RMA Policy v0212.pdf"}
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**L1 Cassettes**
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::File{src="https://api.archbee.com/api/presign/uXbZOKjJTGpPhjapQ8fvM-0V5SsljyGCbGyxSlv9_Ui-20250307-214937.pdf" label="L1 Cassette RMA Policy v01.20.pdf"}
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