Frequently Asked Questions

How to create an account?

① Please kindly click the link below to register your Bentsai account first.

https://www.bentsaishop.com/index.php?route=account/login

② Fill in your email address and your password then click the Create Account button.

③ After completing the two steps above, you have created an account at BENTSAI.

 

What is the warranty policy for Bentsai products?

Bentsai handheld printers are covered by a one-year limited warranty starting from the date of purchase.
During this period, we will repair or replace, at our discretion, any product found to have defects in materials or workmanship under normal use.

Warranty Coverage

  1. This warranty covers manufacturing defects and product malfunctions that occur under normal operating conditions.
  2. To receive warranty service, proof of purchase (such as an invoice or order number) is required.
  3. The repaired or replaced product will continue to be covered for the remaining warranty period of the original purchase.

 

Warranty Exclusions

This warranty does not cover the following:

1. Consumable parts, including but not limited to:

  1. Ink cartridges
  2. Battery
  3. Screen
  4. Switches and buttons
  5. Charger and power cable
  6. Ferrule or other accessories subject to wear and tear

2. Damage caused by improper use or human factors, such as:

  1. Dropping, collision, or water damage
  2. Improper installation or maintenance
  3. Using non-original ink cartridges or accessories
  4. Disassembly or modification by unauthorized personnel

3. Damage or malfunction resulting from improper transportation, storage, or handling, including exposure to extreme temperature, humidity, or dust.

4. Any loss or damage caused by force majeure, including but not limited to natural disasters, fire, flood, earthquake, war, or power surge.

5. Issues not related to product quality, such as:

  1. Normal wear and aging
  2. Minor cosmetic defects that do not affect functionality
  3. Malfunction caused by unstable power supply or incorrect voltage

 

Warranty Claim Procedure

Contact our customer support team and provide:

  1. A brief description of the issue
  2. Clear photos or videos showing the problem
  3. Proof of purchase

Our technical team will review the information and advise the next steps (e.g. remote troubleshooting, repair, or replacement).

 

Disclaimer

Bentsai shall not be responsible for any indirect, incidental, or consequential damages arising from product use, including but not limited to business interruption, data loss, or profit loss.
All products are subject to final inspection and confirmation by Bentsai's technical team before any warranty claim is approved.

 

What can I do if my package is lost?

  1. Online tracking shows package as "lost": Contact us and we will send replacements immediately.
  2. Online tracking stop updating the delivery status for a few days (or up to 2 weeks): If you have selected USPS first-class or registered airmail, the online tracking usually stop updating when your packages on their way from State to State, or from Province to Province. Call the local logistic agency and provide the tracking number, and they will update the delivery status to you.

 

What happens if the order is delivered to an incorrect or incomplete address?

The courier may also deliver the item to you by some clues of your entered address.

If the package is returned to the sender or losing because of the improper entered address. There will be 2 options for you for the order handling:

  1. If you still want the items, we can rearrange the shipment to you.
  2. If you want a refund, we can issue refund to you, but we need to deduct 20% of total order amount due to the improper address entered.

(Note: The logistic company will charge the handling fee if an address has to be changed, or will not return the shipping charge to us if the item loss due to the improper address. Hence there is 20% of total order amount will be deducted to compensate the handling fee that charged by logistic company)

You can modify your address before the order shipping, please contact us via support@bentsaishop.com to adjust the shipping address.

 

How to return a product?

Items must be returned with original packaging, manuals, all accessories and documents provided by the manufacturer.

Contact us to get a RMA (return merchandise authorization) ID first to process the first step of return.

If a product is DOA or shipped incorrectly, Bentsai will cover all shipping charges.

For all other cases of returns, our staff will quote you the actual shipping costs incurred (the non-refundable portion).

We will process refund to you in 10 business days as the logistic days of the return will last around 10 days.

If you want a replacement after refund, kindly please reorder the item, we will arrange shipment to you once the payment completed.

Or you can inform us that you want a replacement instead of refund when you apply the return question.

(Note: Whether the return can be made depends on the situation. Please consult our support team via support@bentsaishop.com. If you return goods without permission, we have the right not to deal with it)

 

What material surface can the printer print on?

It depends on what type of ink cartridge your printer uses.

  1. Water-based ink cartridges can be used on the following materials: Carton, wood, gypsum board, fiberboard and other absorbent materials;
  2. Solvent-based ink cartridge can be used on the following materials: Carton, wood, gypsum board, fiberboard, coated paper, Plastic, PE bag, ceramic, metal, aluminum foil and other materials.

 

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