Warranty & Return Policy
About the 14-day return policy and 1-year warranty
We allow a return or exchange for the Printer (“the Device”) purchased directly on creality.store. All returns or exchanges must be made within 14 days of the date of purchase as specified on your proof of purchase. If the Device was purchased on a 3rd party website or another purchasing method such as a retail purchaser (“Resellers”), you must abide by their individual return and exchange policies. We will not honor or accept returns originally sold by other Resellers. To qualify for a creality.store return or exchange, the following conditions must be met:
①If the printer cannot be opened or damaged when delivered, Or the seller sends the wrong goods/products that are inconsistent, you can submit a request within 14 days to return, and get a full refund.
About 3D printer products: We provide free replacement of extruder kits within 3 months and provide a 1-year warranty for all major parts including the motherboard, motor, screen display, and hotbed. Please contact the online customer service in advance for any return request for damage.
②Regarding the returned printer, we do not undertake the shipping costs if it's not the printer itself problem and if the return to China is required, we also do not take the tax that may occur.
③Except for logistics reasons. If the customer does not want/the customer directly rejects the package/returns for personal reasons after delivery (must be in a new state), you may need to bear the freight sent by the seller and the cost of the package return.
④Warm Tips:
Before returning the product, please take a picture of the product and provide it to us. After you return the product, it may take up to 25 days for us to receive the product. After our operation center receives the goods, it will take 2 business days to process the refund, and the refund amount will take 3 to 5 business days to appear in your account.
How to Obtain Warranty Service
If a product does not function as warranted during the warranty period, you may obtain after-sales service through sale@creality3dofficial.com
Email us with your Order ID and Pictures or Video, let us know what we can do to help you.
What Will Creality3D Do
Creality3D will attempt to diagnose and resolve your problem by e-mail. Creality3D may direct you to download and install particular software updates.
If your problem cannot be resolved over e-mail or through the application of software updates, Creality3D will arrange for an accessory replacement if the problem falls under this Limited Warranty.
For quality-related warranty claims, items will be replaced with a factory refurbished model of equal value when available, otherwise, a new item will be sent. Warranties on all replacements follow the same warranty timeframe of the original defective item.The warranty of the machine remains unchanged.
Accessories: motherboard/nozzle Kit/hotbed/board/display / BL touch kit, enjoy 30 Day Warranty < Standard 30 Day Warranty >
Note: Hot Bed Stickers/nozzles and other consumables are not covered by the warranty if they are not caused by machine failure
* Warranty period may vary according to local laws and regulations.
The use of personal contact information
By obtaining after-sales service under this policy, you authorize Creality3D to store your contact information, including name, phone number, shipping address, and email address. We will protect the security of your information.
GENERAL TERMS
Creality3D guarantees that subject to the following conditions, Refund Service, Replace Service and Warranty Repair Service can be requested.
Shipping costs must be covered by the buyer in the following situations
Returning products for any reason other than a proven defect
- Buyer’s accidental returns
- Returning personal items
- Returning items claimed to have defects but found by Creality3D quality control to be in working condition
- Returning defective items in international shipping
- Costs associated with unauthorized returns (any returns made outside of the approved warranty process)
Part Replacement for Quality-Related Issues
All quality-related defects on items sold directly by Creality3D are covered by an extensive warranty, starting from the date of purchase. The replacement part provided by Creality3D may not be new, but it will be in good working order and at least functionally equivalent to the original product or part’s warranty. A replacement part shall be covered for the time remaining in the original product’s warranty.What to Do Before Obtaining After-sales Service
Buyer must provide sufficient proof of purchase
Creality3D must document what happens when buyers troubleshoot the product
The defective item’s serial number and/or visible proof depicting the defect are required
It may be necessary to return an item for quality inspection