Please read and understand all policies, terms, and conditions listed herein prior to purchasing.
Warranty Statement
Commencing from the date of shipment, the warranty period is as follows:
1 year for the Alpha Arc Plasma
1 year for the Mega V 2 and Mega V 2 Full Sheet
1 year for the Mega V Pro
1 year for the Power Route Plus and Power Route Max
180 days for the Carve King 2
During this period, MillRight CNC (“the Company”) undertakes to provide replacement parts to address malfunctions, subject to the terms and conditions outlined herein. Authorization for the return of any part or group of parts must be obtained prior to the return of the part or group of parts. The Company will not process parts or groups of parts for evaluation without explicit authorization from a technical support representative. Replacement parts will be supplied upon determination by the Company that they are essential for rectifying a malfunction. The Company reserves the right to request the return of a suspected defective or malfunctioning part for assessment by a factory technician before issuing a replacement.
However, the Company may, at its discretion, waive this requirement when practicality or the lack of value in examining the part or group of parts suspected to be defective is established. Once the CNC product has been shipped, no returns or cancellations are permitted, as explicitly stated on the website listing. This is a parts only warranty and includes technical support to install said parts. No on-site labor will be provided by MillRight CNC.
General machine modifications do not automatically void the warranty. However, certain alterations may void the warranty for a specific system or function, at the discretion of our technicians. Contact us prior to modifications for clarifications and a decision on how a modification may affect your warranty. This warranty statement is subject to the terms and conditions outlined above and does not cover damage resulting from misuse, maintenance neglect, accidents, or unauthorized repairs.
Due to the nature of most our machines being assembled from kits by the customer, customers are expected to fully cooperate in the troubleshooting efforts undertaken by the Company. This cooperation is essential to allow our support technicians to distinguish between part malfunction or defect and assembly errors such as misalignment, misorientation, or lack of maintenance or factors external to the product such as customer supplied power, the customer’s connected computer hardware, etc.
The warranty does not cover lost time, labor, or incidental damages arising from a defective part or system.
The warranty applies only to the original purchaser of the machine and a receipt may be requested by the Company to validate a warranty request.
It is our steadfast commitment to assist you throughout the warranty period and beyond. We believe in providing exceptional service and ensuring the optimal performance of our CNC machines. If you have exceeded the warranty period and need replacements, contact us for a low-cost replacement.
Missing or Damaged Items
Missing or damaged parts must be reported to MillRight CNC within 30 days of receipt of the last received package in the main shipment. Pictures of damaged parts AND the box or container it was shipped in must be provided to MillRight CNC. It is within MillRight CNC’s sole discretion to determine if perceived damage constitutes an inoperable part.
Requests for replacement or reshipment of parts brought to our attention after this 30 day period will be billed to the customer.
Cancellation and No Return Policy on Machines
Orders may be cancelled only prior to shipment. “Shipment” is defined as the creation of a shipping label by MillRight CNC. Any order cancelled prior to shipment will be refunded less the 3% credit card transaction fee charged to us by the payment processor. On a transaction, we only receive 97% of the order total from the card processor and therefore can not return the entire value as the card processor keeps the 3% fee, regardless of a cancellation.
Custom machines or “build to order” items may not be cancelled.
MillRight CNC generally does not accept unused accessories for return. We will, however, consider such requests on a case by case basis and any accommodation will be provided less the original shipping cost, return cost, and a modest restocking fee.
Machines may not be returned for credit towards another purchase.
Technical Support
Our technical support is available Monday – Friday, except holidays, from 8AM to 4PM EST and can be contacted by emailing support@millrightcnc.com or calling 229-759-7520. We pride ourselves on being reachable, but please allow us some time to respond. The Mega V and MillRight CNC Facebook groups are also great resources for community support, but we ask that you give us an opportunity to address your questions as we are the experts on the machines. The Facebook groups are run by community members and not operated by MillRight CNC. The Facebook groups are absolutely wonderful resources with many knowledgeable members, but if you ever get conflicting advice on a troubleshooting matter, please follow the advice of our technical support team.
We provide technical support on matters of machine assembly and proper machine operation. We do not provide detailed software training beyond accommodating requests for a basic orientation. We are not able to help you design CNC projects, but we would be happy to point you to the appropriate resources for learning about making projects. Bottom line: We want to help. If you don’t understand something or don’t think the machine is functioning properly, you should ABSOLUTELY reach out to us directly. We have helped several thousand customers become successful CNC operators and we can certainly assist you as well.
We do ask a few things to make the support interaction smoother for both you the customer and us the support provider:
1) Clearly define the problem. For example, emailing us “Need help. Machine went haywire” does very little to help us assist you. Time will be lost in establishing the problem to be solved. Instead, please provide details like “My Z axis is moving when I command the X axis to move, and my X axis is moving when I command the Z axis to move, and the Z axis motor is making a grunting noise”. Detailed information gets you on the fast track to a solution. If you are having a problem running a G Code file, please include the G Code in your email to support.
2) Please respond to every question the support technician asks you. When troubleshooting a problem, the technician may ask you a series of questions. We’ll never ask you a question to waste your time because we know it is valuable. Each question we ask is an effort to zero in on the solution you need.
3) Even if it seems silly, please check it if we ask you. We once spent over an hour on the phone with a customer that was describing a problem with his machine. We diagnosed that he had his E-Stop button engaged and the customer insisted he had already checked it. We went through a litany of additional diagnostic steps and ultimately discovered the E Stop was in fact engaged. Sometimes, things that seem silly like checking the E-Stop or rebooting the system are really the solution.
4) Please disclose any changes you’ve made. Sometimes, the solution becomes less clear if you have made changes from the factory settings or have taken things apart or moved the locations of switches or sensors and don’t let us know.
5) Please contact us by the provided support email or by phone. Facebook messages to our company page, Instagram messages, or replies to YouTube or Rumble videos are not captured in our support tracking system and will lead to a longer response or no response at all.
While we make every effort to engage you when you call, your call may be scheduled for a later time if the technical support representative is assisting other customers. We reserve the right to require scheduling of phone support interactions.
Lifetime technical support is only guaranteed to the original purchaser of the machine. MillRight CNC reserves the right to charge a second-hand purchaser of used machines fees for access to technical support.
Questions and Clarification
We seek to be as transparent as possible in the terms and conditions stated above. Please contact us with any misunderstanding you may have about the conditions prior to your purchase decision.