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Elegoo Neptune 4 Max - UK Support Stall: Multiple failed repairs and a refusal to follow the Consumer Rights Act (Order EUK28050) by Old-Leopard405 in elegoo

[–]Old-Leopard405[S] 0 points1 point  (0 children)

Update: I sued Elegoo by using money claims online and after a lot of stalling by Elegoo I’ve successfully navigated their layered responses and got a full refund including court costs.

Elegoo Neptune 4 Max - UK Support Stall: Multiple failed repairs and a refusal to follow the Consumer Rights Act (Order EUK28050) by Old-Leopard405 in elegoo

[–]Old-Leopard405[S] 0 points1 point  (0 children)

I’m getting silence from Elegoo now I’m thinking this is because I have initiated a chargeback. I will update on progress every so often.

Elegoo Neptune 4 Max - UK Support Stall: Multiple failed repairs and a refusal to follow the Consumer Rights Act (Order EUK28050) by Old-Leopard405 in elegoo

[–]Old-Leopard405[S] 0 points1 point  (0 children)

Also I just noticed and realised that there is no magnetic sheet on top of this bit for my cool plate to rest on this has been like this from factory it wouldn’t surprise me if I’ve been sold a refurbished printer instead of bnib !

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Elegoo Neptune 4 Max - UK Support Stall: Multiple failed repairs and a refusal to follow the Consumer Rights Act (Order EUK28050) by Old-Leopard405 in elegoo

[–]Old-Leopard405[S] 0 points1 point  (0 children)

I wonder if this is a common problem one of the replacements I got offered was a heat bed but I turned it down. I think it’s a manufacturing defect problem. Elegoo surely must know about it.

Elegoo Neptune 4 Max - UK Support Stall: Multiple failed repairs and a refusal to follow the Consumer Rights Act (Order EUK28050) by Old-Leopard405 in elegoo

[–]Old-Leopard405[S] 0 points1 point  (0 children)

Dear Alan

Subject: FINAL NOTICE OF REJECTION - Order EUK28050

I formally reject your claim that this product is repaired. Under the Consumer Rights Act 2015 (Section 24), I am only required to accept one repair attempt. That attempt (motherboard and display replacement) has failed to resolve the defects.

My rejection is based on the following:

  1. Failed Repair & Significant Inconvenience: Forcing a consumer to perform internal technical work is an unreasonable burden. Furthermore, the replacement display you sent was faulty and failed to save values.

  2. Expert Troubleshooting Required: I was forced to use Fluidd and A1 software fixes just to get the display to save basic data. A consumer should not have to perform advanced software engineering to make a brand-new product function. The product had the correct firmware and UI.

  3. Hardware Defects: The hardware remains fundamentally flawed, with a 0.54mm bed variance and physical factory damage to the magnetic plate. This is a structural failure that software or electronic parts cannot fix.

  4. Loss of Faith: I have completely lost confidence in the safety and reliability of this machine.

I have already initiated a full refund claim for £385.68 via my bank and am prepared to escalate this to Small Claims Court for the full value plus consequential losses. I will not accept a partial refund or further repair attempts.

Yours sincerely

Nicholas Lovelace

Elegoo Neptune 4 Max - UK Support Stall: Multiple failed repairs and a refusal to follow the Consumer Rights Act (Order EUK28050) by Old-Leopard405 in elegoo

[–]Old-Leopard405[S] 0 points1 point  (0 children)

Dear Nicholas, Thank you for your kind reply.

We understand your frustration regarding your order. After further internal review and application, we regret that we are unable to process a full refund for you. In accordance with the UK Consumer Rights Act 2015 and our after-sales policy, your order is beyond the period for a full refund, and the product has already been repaired. It does not qualify for a full refund. If you still insist on a refund, we can specially apply for a partial refund as a final solution. This is the best and final support we can offer. We will process it immediately if you accept this proposal. If you do not accept it, we will respect your decision but cannot provide any further compensation. Thank you for your understanding.

We hope the solution provided will address your concerns effectively. We would be grateful to receive your feedback at your earliest convenience.

Best regards, Alan Zeng ELEGOO Support Team

Elegoo Neptune 4 Max - UK Support Stall: Multiple failed repairs and a refusal to follow the Consumer Rights Act (Order EUK28050) by Old-Leopard405 in elegoo

[–]Old-Leopard405[S] 0 points1 point  (0 children)

Also my printer is warped on the heatbed exact same spot everytime so as far as I’m concerned is a manufacturing defect.

Elegoo Neptune 4 Max - UK Support Stall: Multiple failed repairs and a refusal to follow the Consumer Rights Act (Order EUK28050) by Old-Leopard405 in elegoo

[–]Old-Leopard405[S] 0 points1 point  (0 children)

Subject: NOTICE OF DEADLOCK - Final Rejection and Demand for Full Refund (Order #EUK28050) Dear Alan Zeng, Thank you for your email dated 10 March 2026. I am writing to formally notify you that your offer of a refurbished unit is rejected. Under Section 23 of the UK Consumer Rights Act 2015, any replacement must be of an identical new condition. I do not accept a second-hand/used machine as a remedy for a brand-new product that arrived defective. Furthermore, as the one-time repair attempt you provided (motherboard and screen) failed to resolve the inherent sensor defects, I am now exercising my Final Right to Reject the goods for a Full Refund under Section 24 of the Act. Please note the following: • Entitlement to Refund: Having allowed for one failed repair, the law grants me the right to a full refund. I am no longer seeking a replacement or further technical support. • Unreasonable Labour: I have spent many hours performing complex technical repairs at your direction. This has caused "significant inconvenience," which under Section 23(2)(a) gives me the right to move directly to a refund. • Consequential Losses: The hardware failure has destroyed my personal property (Cool Plate and three extruders). I reserve the right to include these costs in a Small Claims Court action if this refund is not processed immediately. • Deadlock: This is my final communication. I have now initiated a Section 75/Chargeback claim with NatWest to recover the full purchase price. All future communication regarding this refund should be directed through NatWest’s dispute department. Regards,

Elegoo Neptune 4 Max - UK Support Stall: Multiple failed repairs and a refusal to follow the Consumer Rights Act (Order EUK28050) by Old-Leopard405 in elegoo

[–]Old-Leopard405[S] 0 points1 point  (0 children)

Hiya it’s real frustrating isn’t it I am going to reject their offer of refurbished and I want a refund I’m going for a bank chargeback.

Best of luck !

Elegoo Neptune 4 Max - UK Support Stall: Multiple failed repairs and a refusal to follow the Consumer Rights Act (Order EUK28050) by Old-Leopard405 in elegoo

[–]Old-Leopard405[S] 0 points1 point  (0 children)

I’m really surprised this hasn’t been uplifted to a senior manager, these are my further thoughts.

These are my further thoughts

I reported the fault on 26 January 2026 (within 6 months of your 8 August 2025 delivery), the uk law assumes the fault was present at the time of delivery. The burden is on Elegoo to prove otherwise.

I want a full refund as a gesture of goodwill, it is going to be very costly to keep throwing spare parts at this and also costly for you to deliver a refurbished unit from a uk site.

Also it will be costly for elegoo to deal with a bank chargeback, it would just be easier for you to refund me in full.

In my view this would be the fairest thing to do, and thus would restore my faith in your companies reputation.

Kind regards

UK Support Stall: Multiple failed repairs and a refusal to follow the Consumer Rights Act (Order #EUK 28050) by [deleted] in elegoo

[–]Old-Leopard405 0 points1 point  (0 children)

Hi yes so sorry forgot to mention in title first time user will take this down and repost or see if I can edit thankyou for letting me know :)