Warranty & Return Policy
14-Day Return & Refund Service
We allow a return or exchange for the Printer (“the Device”) purchased directly on creality3dofficial.eu. 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 creality3dofficial.eu return or exchange, the following conditions must be met:
①Defective or Incorrect Items: If the product arrives damaged or incorrect, contact us within 14 days for a full refund or free replacement.
②Change of Mind: If you return the product for personal reasons within 14 days, it must be unused and in original packaging. The customer is responsible for all return shipping costs and any rejection fees.
③Warm Tips:
Please contact sale@creality3dofficial.com to obtain the European return warehouse address before shipping.
Before returning the product, please take a picture of the product and provide it to us.
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 our online store will do
Our store will attempt to diagnose and resolve your problem by e-mail. Our store 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, Our store 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.
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 our store to store your contact information, including name, phone number, shipping address, and email address. We will protect the security of your information.
GENERAL TERMS
Our store 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 Our store quality control to be in working condition
- 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 Our store are covered by an extensive warranty, starting from the date of purchase. The replacement part provided by Our store 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
Our store 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
Valid proof of purchase:
Order number from online purchases made through Our store