Returns Refunds and Legal Guarantee

 

1  Scope and seller information

This policy applies to purchases made by consumers at www.creality3dofficial.eu for delivery to the European Union destinations we serve. A consumer is an individual buying for purposes outside their trade, business or profession. We ship only to eligible EU delivery addresses. Available countries and any excluded territories are listed in our Shipping Policy. This policy covers 3D printers, scanners, laser engravers, accessories, filament and other physical goods sold through this website.

The seller is Comgrow 3D Technology Co., Limited. We operate this website as a reseller of Creality products. This website is not owned or operated directly by Creality. We are responsible for the statutory seller obligations relating to purchases from this website.

Business and complaints address: UNIT 18 8/F PETER LEUNG  INDUSTRIAL BUILDING  103 WAI YIP STREET KWUN TONG  KL

Email: sale@creality3dofficial.com
Telephone: +86 13723480019

The business address is separate from the return facility listed below. For purchases from another seller, please contact that seller to exercise your rights against it. Any applicable manufacturer warranty remains subject to its own terms.

2  Order cancellation and the right of withdrawal

If you wish to cancel before delivery, contact us as soon as possible. We will try to stop dispatch or delivery. An order entering warehouse processing, or having already been dispatched, does not remove your statutory right to withdraw. If we cannot stop delivery, we will explain the return arrangements. We do not charge a cancellation or payment-processing fee for a valid statutory withdrawal.

You may withdraw from an eligible online purchase without giving a reason. The withdrawal period expires 14 calendar days after the day on which you, or a person you nominate other than the carrier, receive the goods. For several goods ordered together and delivered separately, it expires 14 days after receipt of the last good. For one product delivered in several lots or pieces, the last lot or piece determines the starting date. If required withdrawal information was not provided, the period may be extended by up to 12 months under the applicable rules. Statutory extensions to the next working day also apply where relevant.

To exercise this right, send us a clear statement of your decision before the withdrawal period expires. You may email sale@creality3dofficial.com, write to our business address, use the model form below. The form is optional. An order number and the email address used to order help us identify your purchase, but no particular wording is required.

We will acknowledge an online withdrawal without undue delay by email, including the statement and its submission date and time. You do not need our approval to make a valid withdrawal. Merely refusing delivery or leaving a parcel uncollected is not, by itself, a clear notice of withdrawal; please also tell us that you are withdrawing.

3  Return method and address

After notifying us of withdrawal, send the goods back without undue delay and no later than 14 calendar days after that notification. You meet this deadline by dispatching the goods before it expires. If we arrange collection, we will explain the collection procedure.

Designated EU return facility:
JA 3D Solutions
8 Le Mazereau

37310 Dolus le Sec

France

+33 7 65 16 90 77

Contact sale@creality3dofficial.com for routing instructions or assistance arranging a suitable carrier, particularly for heavy equipment. Please identify your order inside the parcel and retain your dispatch receipt and tracking details. A return reference helps us route the parcel; it is not a condition of your statutory rights, and waiting for our reply does not shorten or suspend the legal deadlines.

Use suitable protective packaging. Return the product with the accessories, components and documentation supplied with it. Please remove personal files and disconnect personal accounts where reasonably possible. If an item may be unsafe to operate or transport, stop using it and contact us for handling instructions before dispatch.

4  Inspection and product condition

You may unpack and handle the goods as reasonably necessary to establish their nature, characteristics and functioning. Opening the packaging, assembling a product for necessary inspection, or carrying out a reasonably necessary check does not automatically remove your right to withdraw. Original packaging is helpful for safe transport but is not a mandatory condition for a statutory return.

You may be responsible for an actual reduction in value caused by handling beyond what is necessary for that inspection. Extended printing, engraving or other production use may cause such a reduction, depending on the circumstances. We assess each return individually and explain any lawful deduction with supporting information. We do not apply an automatic percentage deduction simply because an item has been opened or cannot be resold as new.

No deduction will be made for defects attributable to us or for ordinary inspection permitted by law. Any liability for diminished value is subject to the applicable legal conditions, including the requirement to have provided the necessary withdrawal information before purchase.

5  Who pays return costs

Change of mind: you bear only the direct transport cost of returning the goods if we informed you of that responsibility before the contract was concluded. For goods suitable for ordinary parcel delivery, the amount depends on the carrier, parcel size and weight, and route to the published return facility. You may choose a suitable carrier.

We bear return costs where the required information about those costs was not provided before purchase, or where we expressly agreed to pay them. If we offer an optional paid return label or collection service, we will tell you its price and obtain your agreement before charging you or making an agreed deduction.

Faulty, damaged, incorrect or otherwise non-conforming goods: we bear the necessary return, collection and redelivery costs for a valid statutory claim, together with the necessary costs of the remedy. We will arrange a suitable prepaid return method or agree reimbursement of reasonable necessary transport costs.

We do not charge a restocking, rejection, administration or refund-processing fee for exercising statutory rights. A diagnostic or paid repair service outside our legal obligations requires a separate quotation and your agreement.

6  Refund amount timing and payment method

For withdrawal from the whole order, we reimburse the price paid for the returned goods, including applicable VAT, and the cost of the least expensive standard outbound delivery we offered. Any extra amount paid for a more expensive delivery option, such as express shipping, is not refundable under the withdrawal rules. If delivery was free, we do not retrospectively deduct an outbound shipping charge. For an agreed partial return, delivery-cost reimbursement is assessed under the applicable law and the circumstances of that order.

We make the reimbursement without undue delay and within 14 calendar days after being informed of your withdrawal. Unless we have offered to collect the goods, we may withhold reimbursement until we receive them back or you provide evidence that you have sent them back, whichever occurs first. Receipt of valid dispatch evidence can therefore release the refund before the parcel reaches our warehouse.

Once the refund can be released, we normally initiate it within 2 business days, subject always to the statutory deadline above. We use the original payment method unless you expressly agree otherwise at no cost to you. We will not require you to accept store credit. Your bank or payment provider may need additional time to display the credit.

Refunds following a valid termination for non-conforming goods are made when we receive the goods or evidence of their return, subject to any more protective national rules. We bear the necessary return costs in those cases.

7  Damaged incorrect missing or undelivered goods

Please contact sale@creality3dofficial.com if a parcel is missing, goods arrive damaged, the wrong item is delivered, or components are missing. Provide your order details and describe the issue. Photographs of the goods, packaging or shipping label can help where reasonably available. An unboxing video is not required to exercise your statutory rights.

Prompt reporting helps us investigate, but a failure to report within 14 days of delivery does not by itself end your statutory rights concerning non-conforming goods. We handle the claim as the seller; you do not have to pursue the carrier or manufacturer instead of us.

For delivery arranged by us, transit risk remains with us until you or your nominated recipient take physical possession. If delivery fails, we will investigate and provide the delivery, replacement or refund required by law. A different statutory rule may apply if you independently appoint a carrier we did not offer.

8  Legal guarantee and available remedies

EU consumers benefit from a legal guarantee of conformity of at least 2 years from delivery. Any longer national period, limitation period or additional mandatory protection remains applicable. This legal guarantee is provided by us as the seller, at no additional charge. It concerns goods that are faulty or do not meet the contract or applicable conformity requirements. Discounted, clearance and open-box products are not automatically excluded.

If a defect appears within the applicable statutory presumption period, it is presumed to have existed at delivery unless the law permits us to prove otherwise. This period is at least 1 year under the EU rules and is longer in some countries. We apply the burden-of-proof rules of the law that protects your purchase; we do not require every customer to prove a manufacturing defect as a condition of assistance.

You may generally choose repair or replacement, unless your chosen remedy is impossible or imposes disproportionate costs compared with the alternative under the applicable law. The remedy must be free of charge, completed within a reasonable time and without significant inconvenience to you. We will explain the proposed arrangement and keep you informed of material delays.

You may be entitled to a proportionate price reduction or to terminate the contract for a refund where the legal conditions are met, including a failed remedy, a serious defect, or our failure or refusal to remedy the issue within a reasonable time and without significant inconvenience. Termination is generally unavailable for a merely minor defect; where relevant, we bear the burden of showing that it is minor. More protective national remedies remain available.

We may offer a suitable replacement part and instructions where that is an appropriate agreed solution. This does not require you to undertake an internal electrical repair or accept self-repair instead of your statutory remedy. Replacement goods must conform to the contract and applicable law; we do not unilaterally substitute a refurbished product where a new replacement is legally required.

Repair or replacement does not remove any statutory extension, suspension or renewal of protection. For purchases from 31 July 2026, where the applicable national implementation requires it, choosing repair as the conformity remedy extends the seller liability period once by 12 months. Longer periods and equivalent national protection remain unaffected. We will explain the applicable choice and extension before arranging the remedy.

9  Consumables maintenance and damage caused after delivery

Normal wear, consumption or damage actually caused by misuse, an accident, unsuitable operating conditions or an unrelated modification is not, by itself, a lack of conformity for which we are responsible. However, nozzles, build surfaces, belts and other wear parts are not categorically excluded from statutory protection: a defect or premature failure that constitutes non-conformity remains covered.

Using third-party filament, accessories or repair services does not automatically void all statutory rights. Any refusal of a particular claim must be justified under the applicable law and, where relevant, relate to the actual cause of the problem. Faults caused by incorrect instructions supplied with the product remain subject to the legal guarantee.

For goods with digital elements, the applicable conformity and update obligations, including necessary security updates, remain in force. We will assess any issue involving firmware or software under those rules rather than excluding software-related faults as a category.

10  Additional commercial warranties

Any manufacturer or seller commercial warranty expressly offered for your product is additional to your legal rights. Its guarantor, duration, coverage, territory and claim procedure are explained before purchase, with the warranty statement supplied on a durable medium no later than delivery. Such a warranty may offer different coverage for particular parts, but it cannot shorten or replace the legal guarantee or require you to claim from the manufacturer before contacting us.

We honour binding warranty commitments made at the time of purchase. A later update to this policy does not retrospectively reduce an existing contractual warranty or statutory right.

11  Exceptions to withdrawal

A statutory withdrawal exception applies only where its legal conditions are met and the relevant information was provided before purchase. For example, goods genuinely made to your individual specifications or clearly personalised may be excluded. Choosing a standard model, colour or other standard stock option, buying a discounted or open-box item, or opening ordinary packaging is not by itself such an exception. Any exception to withdrawal does not remove remedies for faulty or non-conforming goods.

12  Model withdrawal form

Complete and send this form only if you wish to withdraw. You may instead send any other clear withdrawal statement.

To: Comgrow 3D Technology Co., Limited
Postal address: 8 Le Mazereau 37310 Dolus le Sec France +33 7 65 16 90 77

Email: sale@creality3dofficial.com

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:

Goods: ______________________________________________
Order number, if available: ______________________________
Ordered on / received on: _______________________________
Name of consumer(s): __________________________________
Address of consumer(s): _________________________________
Date: ________________________________________________
Signature of consumer(s), only if submitted on paper: __________

Delete whichever wording does not apply.

13  Complaints privacy and mandatory rights

For a complaint or a question about a return, refund or guarantee claim, contact sale@creality3dofficial.com or write to the business address above. We aim to reply within 2 business days. This response target does not postpone any legal deadline. Your rights to seek assistance from a competent consumer body, use an applicable dispute-resolution procedure or bring proceedings before a competent court remain unaffected.

We process information needed to handle orders, returns and after-sales claims in accordance with our Privacy Statement and applicable data-protection law. Requesting assistance does not give blanket consent to unrelated marketing.

Nothing in this policy restricts mandatory consumer rights, including protection under the law applicable to your place of habitual residence. Any choice of law in our general terms does not deprive you of such protection. Mandatory rules prevail over an inconsistent term. Future policy changes do not reduce rights attached to an existing purchase.