Refund Policy

Return Policy
How to Get After-sales Service?
It’s ensured by Creality 3D that under normal use, the Creality 3D products you purchase will be free from defects in material and workmanship during the warranty period.

During the warranty period, if the product cannot achieve the guaranteed function, please contact the after-sales service channel of Creality 3D to obtain the corresponding after-sales service.

After-sales service channel information:

Mail: cs@creality.com

Let us know what we can do for you by emailing us your order ID, breakdown information and pictures or videos

Creality 3D may not provide after-sales service in some regions, and the content of the after-sales service policy may vary from place to place. Charges may apply for services outside the normal scope of services.

Solutions Provided by Creality 3D
When contacting Creality 3D technical support, please explain the problem of the product in detail, including product information, purchase information, fault description, and pictures/videos of fault.

A technical support engineer will try to diagnose and resolve your issue via phone, email, or remote assistance.

For after-sales services such as return/exchange/warranty, if it is not the fault of printer itself, Creality 3D will not bear the transportation cost, and if it needs to be returned to China, Creality 3D will not bear the possible taxes.

At the same time if the customer doesn't want/the customer directly rejects the package or return for personal reasons after delivery (must be in original condition), you may need to bear the bill of shipping and return fee of the package sent by the seller.

In addition, after returning the goods, it will take 15 working days to process the refund after our fulfillment center receives the goods, and it will take 3 to 5 working days for the refund amount to appear in your account.

Creality 3D will arrange service based on the type of warranty service accessible to the product, and the specific type is specified in this after-sales service category.

Note: Please contact our customer service to initiate a return before shipping any items back.

Return and Refund Service                                                  
Within 14 calendar days from the next day after receipt, You can apply for a return if one of the following conditions is met:
√ Before the order is shipped, customers can contact customer service to cancel the order, and refunds for cancelled orders are usually processed within a week. If the order has been shipped and logistics interception fails, when customers request order cancellation, they need to wait for the rejected product to return to the warehouse for inspection before the refund is processed (completed within one week).

√ Recurrence of product quality issues not caused by human factors within 14 calendar days after receiving an exchanged product.

√ The product packaging, accessories/parts, tools, gifts, manuals, labelis are complete and without any artificial damage (such as scratches, stains, cracks, deformation, etc.), which does not affect resale.

Exchange Service Policy                                                       
Within 30 calendar days from the next day after receipt, Creality provides exchange service to customers under one of the following conditions.
√ The product was damaged during transportation and proof of damage can be provided by the shipping company;

√ The product significantly differs from the original product description in one or multiple important aspects. (Proof required)

√ The product has non-artificial functional or structural damage that cannot be repaired.