After Sale & Returns
We have equality warranty and provide after-sale customer service for the product. If any quality issue, please feel free to contact us, we will offer professional instructions and solutions timely.
We guarantee the 1-year warranty. We accept return within 14 days and replace within 14 days if any quality problems. If the customer finds non-human damage within one week after receiving the goods, we will send the replacement parts free of charge. After one week, the customer has to bear the shipping cost of the replacement parts.
During the maintaining period, all the accessory costs and Shipping charge are paid by the buyer side.
The printer which we sell are factory new regular products, all parts are the same as the original parts.
In order to help technicians find your product problems faster and assist you in solving or resending parts, please describe the problem with us and provide:
- Tell us the order number and the model of the printer and describe your problem in detail
- A clear test video or photo describing your problem
- Please send us a picture of the manufacturing code on the machine, which is similar to the attached picture.
Customers can cancel their order at anytime prior to shipping; please contact us first. We will help you cancel the order and process to refund you, and the refund takes 5-8 business days back to your account.
However, once the order has been dispatched, the order cannot be canceled, changed, or refunded. Upon receipt of the package, our Warranty and Return policy comes into effect.
Exchange and Returns
You must first contact us and get our written approval before sending any item back. Any product returned without acceptance will not be refunded.
Cut to size items and special orders may not be returned unless it has been determined to be provided in error by Our Company. If the goods are returned without any quality problems, it is necessary to ensure that the goods cannot affect the secondary sales. If the returned goods affect the second sale, our company will be appropriate to charge fees and packaging fees.
Return Recipient: Creality3d Return Department
The Europe Return Address:
22113 Hamburg, Germany
(1). The following accessories are not included in the warranty coverage if they are not damaged by transportation: platform sticker; platform forming plate; acrylic cover; card reader and SD card; platform glass; USB cable; filament; rack and tools, etc.
(2). Profile: Before we deliver the goods, we will do the machine test, so maybe there will be light scratch, or due to long-distance transportation, which scratches the profile a little bit. in the premise of not affecting the normal use, in principle, not within the scope of warranty;
(3).Nozzle assembly (nozzle, heating block, throat pipe, heat sink, Teflon tube, etc.) warranty period is 3 months, if it is damage after the warranty expires, you need to purchase another one;
(4). Motherboard, LCD display, power supply, hotbed, the warranty period is 12 months, if there are quality problems, you can get free maintenance; over the warranty period, can be sent back to the original factory maintenance, the users need to bear the return shipping and maintenance costs;
Not included in warranty coverage:
(1) It is not possible to provide an effective after-sales service card or serial number;
(2) The whole machine and components exceed the warranty period;
(3) Equipment failure or damage caused by unauthorized modification of the equipment (private modification includes: 1. modification of the nozzle assembly; 2. modification of the machine structure; 3. use of third-party components; 4. use of third-party firmware procedures or change the original Factory firmware program, etc.);
(4) Equipment failure or damage due to incorrect installation and use;
(5) Equipment failure or damage caused by the use of the equipment in a working environment not specified by the product;
(6) Equipment failure or damage due to improper use (beyond workload, etc.) or maintenance (moisture, etc.);
(7) Equipment failure or damage due to the use of other branded components or low-quality consumables.
(8)Accidental or human behavior lead to product damage, such as input inappropriate voltage / high temperature/water immersion / mechanical damage /broken/serious oxidation or rust products and so on;
(9)Due to force majeure, such as earthquakes, fires, lightning, and other products caused by failure or damage;