Limited Warranty Policy (Hardware and Software)

Effective Date: December 1, 2025

Mosaic Manufacturing Ltd. (“Mosaic”) provides the following limited warranties to the original purchasers of its products. These warranties give you specific legal rights, and you may also have other rights which vary based on jurisdiction (notably, consumers have statutory rights that are not disclaimed by this policy). The term “Product” in this document refers to Mosaic-branded devices, components, or materials as applicable. Different categories of Products (hardware vs. software vs. materials) have distinct warranty terms as set out below. 

IMPORTANT: This Limited Warranty is applicable only to Products purchased directly from Mosaic or an authorized Mosaic reseller/distributor and is valid only for the original purchaser and not transferable to subsequent owners. Proof of purchase is required for warranty service. By using the Product, you agree to the terms of this warranty. Mosaic reserves the right to update this policy; however, your Product is covered under the policy version in effect at the time of your purchase.

1. Hardware Products – Limited Warranty

Warranty Period: Mosaic warrants that the hardware components of its Products (including 3D printers like Element, automated printing systems like Array, and other electronic hardware) will be free from defects in materials and workmanship for a period of one (1) year from the date of delivery to the original purchaser, or for the duration specified for that product model if different. If a different warranty period applies to a specific model or part (like a promotional extension or a specific longer term for industrial units), it will be stated in your product documentation or sales agreement. 

Coverage: During the warranty period, if a defect in material or workmanship is discovered in the hardware Product, Mosaic will, at its sole discretion:

• Repair the Product or the defective part free of charge (including labor costs). Mosaic may use new or refurbished parts of equivalent functionality for repairs.
• Exchange the Product with a new or refurbished product that is at least functionally equivalent to the original. If a replacement is issued, the replacement product assumes the remaining warranty of the original or 90 days from the date of replacement, whichever is longer.
• If repair or replacement is not reasonably available, refund the purchase price of the Product, provided that the defective Product is returned to Mosaic. Refund is a last resort remedy and typically considered only if Mosaic determines repair or replacement is impractical.

This warranty covers the cost of parts and Mosaic’s labor. It also covers the shipping cost for sending replacement parts or units to you (and may cover return shipping of the defective item in certain regions as described in Section 5). Exclusions: This hardware warranty does not cover:

• Normal wear and tear of consumable or expendable parts over time, such as (but not limited to) nozzles, extruders, print beds/surfaces, filament guide tubes, cutter blades, belts, and drive gears, unless failure is due to a defect in materials or workmanship. These parts have a finite lifespan and may need periodic replacement at user expense.
• Cosmetic imperfections or damage that does not affect function (scratches, discoloration, etc.) if they are reported beyond a reasonable time (e.g., cosmetic issues should be reported within a few days of receipt if present).
• Damage or defects caused by misuse, abuse, or improper installation/operation of the Product. 
• This includes: use of the Product outside the recommended or intended conditions (e.g., wrong power voltage, extreme environments), physical abuse (dropping, impact), liquid damage, improper usage, and improper storage.
• Unauthorized modifications or repairs: Any faults resulting from service, upgrade or modification by anyone other than Mosaic or Mosaic’s authorized service providers are not covered. 
• Altering firmware with non-approved custom versions (unless specifically allowed), or altering hardware (soldering new components, etc.), may void this warranty. If you’re unsure whether a modification will void your warranty, please contact Mosaic first.
• Use of third-party or non-approved materials that cause damage: We don’t mandate using only Mosaic materials, but if a third-party filament or accessory causes a problem (for instance, conductive filament short-circuits the extruder board, or a solvent used on the machine causes plastic cracking), that damage is not covered. Normal use of common third-party materials as intended (e.g., standard 1.75mm filaments on our printers) is fine – simply using non-Mosaic filament does not void the warranty by itself. It only matters if the material or accessory directly causes the issue or if it’s specifically disallowed in documentation.
• Operational error: Issues arising from not following the instructions are not covered. However, if something is damaged as a result, contact us – we may still help, but it may not be a free warranty repair if it’s user error.
• Fires or damage from materials: We are not responsible for fires or damage due to use of improper materials or unattended operation contrary to guidelines (e.g., using flammable material not meant for our printer, etc.). Always follow safety instructions.
• Acts of God: Damage from external causes such as flood, lightning, electrical surges (if you didn’t use a surge protector), etc., is not covered. Check if such incidents are covered by your home or business insurance.

Specific Duration Exceptions: Certain components might have explicit shorter warranty durations. If so, it will be noted in your product package or user manual. Otherwise, the default is 1 year, or the minimum required by law (whichever is longer).

2. Software – Limited Warranty

Mosaic’s software products (including the Canvas cloud platform, Canvas Desktop, embedded firmware on devices, etc.) are provided essentially on an “as is” basis with respect to warranty. However, Mosaic warrants that the software will substantially conform to the published specifications or documentation and is free from physical defects, for a period of 90 days from delivery. Because software is constantly updated, Mosaic’s primary commitment is to correct documented software defects in a timely manner. Remedies for Software: If you discover a reproducible material error in Mosaic’s software within the warranty period, please report it to us. Mosaic will use reasonable efforts to:

• Provide a patch, update, or workaround to address the error; or
• If the above is not feasible, and the error significantly impairs the use of the software for its intended purpose, Mosaic may consider offering a prorated refund of any license fees paid for the software. (Note: if the software is provided for free/as part of hardware, no specific refund is applicable beyond hardware return policies.)

Exclusions for Software:

• This warranty does not cover issues caused by third-party equipment or software interfacing with Mosaic’s software (e.g., your computer’s OS issues, third-party plugins, networking issues, or network outages).
• It doesn’t cover minor bugs that do not substantially affect functionality or slight UI inconsistencies.
• It also doesn’t cover if you alter the software (e.g., install unofficial plugins or use a modified firmware) and that causes issues.
• Open Source components in the software are subject to their own licenses and are provided without warranty by Mosaic, as allowed by law.

For clarity, aside from the above, Mosaic disclaims other warranties for software. We do not guarantee that software will be error-free or uninterrupted, but we strive to fix significant issues and maintain reliable services.

3. Materials & Accessories – Limited Warranty

Materials (Filaments, etc.): Mosaic warrants that consumable materials (like filament spools) will, at the time of delivery, conform to Mosaic’s specifications and be free from significant defects. Because materials can degrade over time (and shelf-life varies), and printing results depend on proper storage and use, we ask that any material-related issues be reported within 30 days of delivery.

• If a material is found to be unusable due to a manufacturing defect (for example, moisture contamination on a sealed filament spool), Mosaic will replace the material or refund that material’s purchase price, at our discretion. We may ask for batch/lot numbers or a sample to confirm the issue.
• This warranty does not cover user errors like printing with wrong settings, or environmental damage after delivery (e.g., you left filament in high humidity). It’s important to store materials as instructed (sealed, cool dry place) for them to remain in spec.
• Certain specialty materials may have known quirks and those are not “defects” (for example, a filament with fiber fill might have some diameter variation; it’s in spec if within tolerance).

Accessories & Spare Parts: For Mosaic-branded accessories (e.g., Print Beds, Print heads, toolkits, etc.) the warranty is 90 days from purchase for defects. If an accessory fails due to a defect in that time, we’ll replace it. If you buy a replacement part to repair your device, that part typically has a 90-day warranty as well. Non-electronic spare parts (like a feeder gear, PTFE tube) are often consumables and may not carry a warranty beyond being free of defects on arrival.

4. How to Obtain Warranty Service

If you have a Product issue and suspect it may be covered by warranty, please use the following procedure:

• Contact Mosaic Support: The fastest way is to email our support (support@mosaicmfg.com) or visit our support website. Provide your product serial number, proof of purchase, and a description of the issue. Photos or error codes are very helpful. Mosaic’s support team will usually troubleshoot with you first (many problems can be resolved remotely via settings or simple part changes).
• Remote Troubleshooting: You may be asked to perform diagnostic steps, e.g., running a calibration print, checking connections, or using built-in diagnostics on the device
• This helps confirm if it’s a hardware defect or something that can be fixed with adjustments. Your cooperation in troubleshooting is part of the warranty process. Failure to assist or perform basic steps may limit our ability to help (we won’t immediately ship a new unit if the issue could be resolved by updating firmware or replacing a $5 fuse).
• Service Determination: If a defect is confirmed or strongly suspected, Mosaic will determine the appropriate remedy (repair or replacement). Often for small parts, we will ship you the part with instructions to replace (which many customers can do themselves). For larger repairs, we might have you send the unit to a service center. We aim to minimize downtime: for instance, sending user-replaceable parts directly is usually quickest.
• In some cases, we may offer an advanced exchange (sending a replacement unit before receiving yours).
• RMA and Shipping: If return to a repair depot or replacement of the whole unit is needed, Mosaic will issue a Return Merchandise Authorization (RMA) and provide instructions. We often cover shipping in warranty cases as per Section 5. Package the item securely – if we sent you a shipping label, follow any packaging guidelines we provide (particularly for heavy printers, to avoid shipping damage).
• Repair/Replacement Time: We strive to address warranty cases promptly. Simple part shipments happen in a few days. Depot repairs or full replacements may take a couple of weeks including transit. We’ll keep you informed. Warranty service will be performed by Mosaic or authorized technicians.
• Data Back-up: If you are sending back a unit that has user-stored data (maybe on an included SD card or internal memory), please back up your data. Mosaic is not responsible for data loss (like G-code files, etc.) during service. We typically will reset devices to factory state when repairing or replacing.
• No Charge: Warranty service is provided free of charge for parts and labor. The only potential cost to you might be if we ask you to ship something and we later reimburse or if a returned item is found not defective due to user misconfiguration (in which case we’d discuss possible charges before proceeding).

5. Warranty Shipping Policy

Mosaic will bear the reasonable shipping costs associated with valid warranty claims as follows:

• If a return of the Product (or part) is required by Mosaic, we will provide a prepaid shipping label or courier call tag for customers in the same country or region where the Product was purchased (or where we normally sell). For example, in U.S./Canada, we cover domestic shipping. In EU, similar – we might have you ship to a local EU hub.
• For international claims (e.g., you bought in your country and we don’t have a local facility), we will work with you. We may either: (a) direct you to a local distributor for service (if they are our authorized service partner), or (b) ask you to ship to the nearest Mosaic office. In many cases, we’ll reimburse standard economy shipping or provide a label. However, any import duties or taxes you incur sending a product back are your responsibility (we try to avoid these by instructing “return for repair under warranty” on customs forms). Mosaic will cover duties on sending repaired/replacement back to you by declaring warranty replacement appropriately.
• If Mosaic finds that the returned Product does not, in fact, have a defect covered by warranty (for example, no problem found, or issue caused by an exclusion), we may charge you for return shipping back to you and potentially diagnostic fees. But we will discuss this first. Our goal isn’t to surprise-charge; it’s to ensure warranty is not abused.
• Mosaic may choose not to require the return of certain parts. For instance, if we send a small replacement part, we might not ask for the defective one back. Or we might instruct you to dispose of it. If we do require it, we’ll say so. If we send a whole-unit replacement, typically we do want the defective unit returned (it becomes Mosaic’s property when replaced). Failing to return could result in a charge for the new unit (we sometimes secure this with a credit card hold when doing advance replacements).
• Extraterritorial Limitations: In regions where Mosaic has limited operations, warranty service might be handled differently. For example, if you take your device to a country where we don’t operate, you might have to pay shipping to send it to a region we do serve

6. Limitations of Warranty (What We Do Not Cover in Liability)

This Limited Warranty sets forth the full extent of Mosaic’s obligations and liabilities regarding the Product. We do not assume or authorize any other person to assume for us any other liability in connection with the sale of our products.

• No Other Warranties: To the maximum extent permitted by law, no other warranties are given beyond this document. All other warranties or conditions, whether express, implied, statutory, or otherwise, including but not limited to implied warranties of merchantability and fitness for a particular purpose, are excluded. (Some jurisdictions do not allow exclusion of implied warranties, so this exclusion may not fully apply to you; in such cases, any implied warranties are limited to the duration of the express warranty period as allowed.)
• No Liability for Consequential Damages: Mosaic is not liable for any indirect, incidental, special, or consequential damages arising out of or in connection with the use or performance of the Product, even if advised of the possibility of such damages. This includes, for example, loss of use, loss of data, loss of business or profits, downtime, or the cost of substitute equipment or services. Our responsibility is strictly to repair/replace/refund as stated.
• Limitation of Direct Damages: In any case, Mosaic’s cumulative liability for any claims or damages arising out of any Product shall not exceed the amount you actually paid for the Product that gave rise to the claim.
• If the Product was provided to you free of charge (evaluation or gift), Mosaic’s maximum liability is the replacement or $50 (or the minimum amount permitted by law).
• Statutory Rights Unaffected: This warranty gives you specific legal rights. You may have additional rights under local law, which are not affected by this policy. For instance, in some jurisdictions, consumers have remedies for goods that do not conform to the contract at the time of delivery, and those rights may extend beyond or differ from what is written here. We do not exclude or limit those rights; any disclaimers or limitations above shall be adjusted to comply with local laws
• Specifically, if law prevents the exclusion of certain damages or implied warranties, those portions of the exclusions/limitations are not applicable to you. For example, some states/countries do not allow the exclusion of incidental or consequential damages, so the above exclusion may not apply
• No “as is” for Consumers where Not Allowed: We do not apply an “as is” basis to consumer transactions in jurisdictions that prohibit it. This warranty is in addition to any mandatory legal warranties.

Summary: Mosaic’s liability is focused on fixing or replacing defective parts/products. We are not responsible for other losses or damages that might occur alongside a product issue, except to the extent that law says we are. Use the products responsibly and always follow safety and user guidelines to minimize any risk. If you’re using Mosaic products in critical applications (which we do not generally intend for life-critical uses), you assume that risk.

7. Additional Support After Warranty

Mosaic values its customers. Even after your official warranty period expires, we often provide reasonable support. For issues just out of warranty, contact us – we may still help with troubleshooting and discounted parts. We also make spare parts available for purchase so you can maintain your device. Our online community and resources remain available for you. While those are not legally binding promises, know that we aim for you to have a working product for as long as possible. We’ll take reasonable steps to help even beyond strict warranty, though on a goodwill basis.

8. Warranty Service Contact Information

To obtain warranty service or for any questions regarding this Limited Warranty, please contact Mosaic at:

Mosaic Manufacturing Ltd. – Warranty Service
Email: support@mosaicmfg.com (subject: Warranty Service Request)
Address: 403-111 Peter Street, Toronto, ON, M5V2G9
Website: www.mosaicmfg.com (for guides and live chat options, when available) 

Please provide: Product model, serial number, detailed description of the issue, steps taken so far, and your contact & purchase info. We will respond as promptly as possible, typically within 1-2 business days. Thank you for choosing Mosaic. We are dedicated to ensuring you have a positive experience and successful outcomes with our 3D printing solutions.