Creality After-sales Warranty
Scope of Application
Applicable to products and accessories/parts sold through Creality's official purchase channels (After-sales returns, exchange and other related after-sales services). The "products" mentioned below refer to Creality products and their related products.
Official Purchase Channels
Categorized by transaction methods into online, offline, and hybrid channels, with specific details as follows:
|
Type |
Official Purchase Channels Description |
| Online Channel | Official brand website, DTC Mall, official independent website, official stores on third-party platforms (Amazon, eBay, Temu and so on), and officially authorized online stores. |
| Offline Channel | Brand retail stores, authorized offline stores, and retail brand counters |
| Mixing Channel |
O2O mode (online shopping, offline pickup) and experience store mode (offline experience, online purchase) |
Return and Refund Service
Within 14 calendar days from the next day after receipt, refund and return service can be provided if one of the following conditions is met:
- 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.
- Recurrence of product quality issues not caused by human factors within 14 calendar days after receiving an exchanged product.
- 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).
Important Notes
1. Valid product manufacturing code, purchase certificate, order number, contract, invoice, etc. must be provided;
2. If customers request a return due to personal reasons such as dislike, unwanted purchase, wrong order, improper use, or dissatisfaction with the product, and meet the return and refund service policy requirements, they can apply for return and refund. Customers shall bear the related return shipping costs (including other additional fees) and risks during return transportation.
3. After inspection by Creality's after-sales department, if the returned product has exterior damage, missing accessories/parts, or damage caused by improper packaging during shipping, the customer shall bear the corresponding costs. The specific damage and costs will be assessed by professional after-sales staff after receiving the returned item.
4. If Creality or authorized dealers determine through after-sales inspection that the return is not due to quality issues, and it is found that the customer has used filament, the customer shall bear the cost of the filament.
5. Since the packaging carton or packing wooden frame cannot be reused after returning to the factory, customers need to bear the packaging cost. The specific loss and cost need to be tested and calculated by professional after-sales personnel after returning.
6. Creality may delay the refund until receiving the returned goods from the customer or proof of returned goods. Once Creality receives and confirms the goods without any issues, the refund will be processed through the original payment method to the customer's account.
7. For separately purchased accessories/parts, if Creality after-sales service determines that functional or structural issues are not caused by human factors and the accessory/parts meets the warranty policy, provided that the packaging is intact and undamaged, the accessory is fully functional, all components and gifts are complete, and the item's condition does not affect resale, the customer may apply for a return and refund within 14 calendar days from the next day after receipt.
In any of the following situations, Creality reserves the right to reject the customer's refund and return request.
1. If a refund request is made more than 14 calendar days after the date of receipt;
2. After the customer returns the goods, the original product cannot be shipped out, or the returned product is incomplete or the appearance is damaged due to human factors (such as damage, scratches, cracks, deformation, etc.), or items are missing or damaged, including accessories/parts, tools, gifts, packaging, etc., as well as damage to the product due to failure to pack and mail according to the original packaging method;
3. Unable to provide valid proof of purchase or documents for return, or forging/altering documents;
4. Quality issues not caused by the product's inherent quality, including collisions, burn-outs, as well as quality problems resulting from unauthorized modifications, entry of foreign substances (such as water, oil, etc.), incorrect installation, or use and operation not in accordance with instructions;
5. Tearing off, altering labels, machine serial numbers, or anti-counterfeiting marks;
6. Product damage caused by force majeure factors such as fire, flood, lightning, traffic accidents, etc.
7. After confirming the return service with Creality, the corresponding product was not shipped within 14 calendar days.
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.
Important Notes
- Machines that meet exchange conditions and customers who provide valid proof of purchase are eligible for exchange within the valid time frame. Beyond this time frame, exchange policy does not apply, but customers can still enjoy free after-sales service within the warranty period;
- If the customer fails to return the original product after exchange, or if the returned product is determined by after-sales inspection to have appearance damage, missing items, or damage caused by improper packaging, the related costs shall be borne by the customer. The specific cost details shall be based on professional after-sales inspection and assessment.
- If accessories/parts purchased separately that are determined by Creality after-sales inspection to have functional or structural issues not caused by human factors, and meet the warranty policy or have shipping errors, missing items, clear discrepancies between received accessories/parts and advertised descriptions (proof required), or shipping damage (with provided proof of damage), exchange requests can be submitted within 30 calendar days from the next day after receipt.
In any of the following circumstances, Creality reserves the right to reject customer's exchange requests:
1. Requests for exchange made beyond 30 calendar days from the next day after receipt;
2. Unable to provide valid proof of purchase or documentation during exchange, or documents are forged or altered;
3. Exchange products are incomplete or have exterior damage caused by human factors;
4. No quality issues are found after inspection by Creality After-sales Department;
5. Quality issues resulting from collisions or burn-outs not caused by inherent product defects, as well as those arising from unauthorized modifications, entry of foreign substances (such as water), incorrect installation or use and operation not in accordance with the instruction manual;
6. Tearing, altering, or defacing labels, machine serial numbers, waterproof markings, anti-counterfeiting marks, or similar identifiers;
7. Product damage caused by force majeure such as fire, flood, lightning, traffic accidents, etc.;
8. Failure to ship the relevant product within 14 calendar days after confirming the exchange service with Creality;
9. Product damage during transportation, requesting exchange but unable to provide damage certificate issued by the shipping company.
Warranty period
- The complete machine (including Filament Management System such as CFS) comes with a 12-month standard warranty period (excluding some countries and areas which are subject to local policies and sales platform requirements).However, if local policies or separately purchased extended warranty services apply, the local policies or corresponding extended warranty agreements shall take precedence.
- The warranty period for consumable parts is 3 months, and 6 months for some components. Gifts and consumables are not covered by the warranty period. In the event of missing gifts or quality issues identified upon receipt, based on the product list, a request for re-sending of replacement can be made to Creality or the original purchase channel within 7 calendar days from the next day after receipt. The actual items received shall be considered as the final item inventory.
- The warranty period for separately purchased accessories/parts is detailed in the Warranty period. For newly received accessories/parts, the warranty period starts from the next day after product receipt. Return requests can be submitted within 14 calendar days for the DTC mall, and within 30 calendar days for platforms such as Amazon, eBay, Temu. Exchange requests can be submitted within 30 calendar days from the next day after the product receipt.
- Within the warranty period, customer needs to provide valid product serial number (SN), proof of purchase, order number, contract, invoice and other information;
- The warranty period is determined from the day after the customer receives the product until the time of reporting the issue to determine if the product has exceeded its warranty period. For shipping fees, please refer to the following table:
Business Type Problem Category Return Shipping Fee Outbound Shipping Fee Product Exchange Service Non-quality issues Customer-arranged Factory-arranged Quality issues Factory-arranged Factory-arranged Product Return Service Non-quality issues Customer-arranged / Quality issues Factory-arranged /
Important Notes
After-sales service within the warranty period must meet the following three conditions
a. From the date of product purchase, within the specified warranty period, under normal use conditions, the product experiences performance failures due to non-human factors;
b. There has been no unauthorized disassembly, no modifications or additions not guided by the official manual, and no malfunctions caused by other human factors.
c. Provide valid proof of purchase, serial number (SN), receipts and order numbers.
Product Parts Warranty Period Table
|
Technique |
Category |
Main Components |
Warranty Period |
FFF Printer |
Complete Machine | Main Components and Standard CFS (excluding Wear Parts / Gifts / Consumable Parts) | Subject to local policies and sales platform requirements. |
| Wear Parts | Extrusion Kit/Nozzle Kit (Hotend) |
3 months |
|
| Print platform (including glass/magnetic flexible steel plate, etc.) | |||
| Nozzle/Heat Break/Heat Block/Gear (including Extrusion Gear) | |||
| Timing Belt Kit / Pulley Kit | |||
| Covers/top cover/front door kit/top panel kit | |||
| Bearing accessory/heat sink/coupler kit/synchromesh gear/platform leveling knob |
6 months |
||
Resin Printer |
Complete Machine | Main Components (excluding Wear Parts / Gifts / Consumable Parts) | Subject to local policies and sales platform requirements. |
| Washing and Curing Machine | Main Components (excluding Wear Parts / Gifts / Consumable Parts) |
12 months |
|
| Wear Parts | Optical engine, Print screen, LED beads, print platform, tray, acrylic cover |
6 months |
|
3D Scanner |
Complete Machine | Machine and Related Components (excluding Wear Parts /Gifts/ Consumable Parts) | Subject to local policies and sales platform requirements. |
| Wear Parts | USB adapter, calibration plate, scanning pad |
3 months |
|
Laser Engraver |
Complete Machine | Whole machine (3-month warranty for some parts, same as FFF Printer wear parts) | Subject to local policies and sales platform requirements. |
Gift |
FFF Printer | Storage card, USB drive, card reader, wrench, cutting pliers, screwdriver, scraper, filter mesh, resin, and random spare functional gifts such as nozzle wiper module, cutter push rod, limit switch clip, nozzle, PTFE, paper box, PE zip-lock bag, thermal grease, etc. |
No warranty |
| Resin Printer | Release film, resin, storage card, USB flash drive, card reader, wrench, scraper and other tools | ||
| Laser Engraver | Acrylic, goggles, paper card, focus bar, basswood board | ||
| 3D Scanner | 3mm/6mm calibration point (including other specifications) | ||
Consumable Parts |
Carbon air filter, desiccant, lubricating grease, gluestick, cutter, PTFE tube and connectors, insulation sleeve, universal tool kit, screw pack and other disposable items | No warranty | |
Non-warranty period (i.e., loss of warranty service)
In any one of the following situations, warranty service wiill not be provided:
1. The product has exceeded its warranty period (the validity period is determined from the next day after the customer receives the product until the time of reporting the issue/local warranty period regulations are used as the criterion to determine if it's overdue);
2. Unable to provide valid warranty card and product serial number;
3. Damage caused by incorrect installation, use, and operation not in accordance with the instructions manual, or liquid ingress.
4. Damage or malfunction caused by using the product in non-specified working environments;
5. Product failure or damage caused by abuse (exceeding workload, etc.) or improper maintenance (moisture, mold, liquid ingress, immersion, etc.);
6. Product failure or damage caused by force majeure (such as flood, earthquake, lightning, flood, etc.);
7. Unable to provide official purchase proof or documents within the warranty period, or falsifying and altering documents.
8. Product serial number, factory label, warranty card or other marks are torn, altered or tampered with during the warranty period;
9. Hardware or software malfunctions caused by flashing third-party firmware on the product without authorization during the warranty period.
10. Unauthorized modifications or additions to the product not guided by official instructions during the warranty period;
11. Products repaired by unauthorized service points;
12. Natural wear and tear caused by normal product use that does not affect product functionality; damage to components caused by normal wear and tear.
13. Accessories/parts installed on non-specified compatible products and accessory/parts malfunctions caused by main equipment failure;
14. Equipment failure or damage caused by using non-original parts or low-quality filaments.
Safety Precaution
- Products in different regions may have slight variations. Before purchase, please ensure the product is fully compatible with customer's operating environment and local voltage.
- In case of any safety concerns, please immediately disconnect the power and contact the manufacturer. Customer safety is Creality's top priority. Unauthorized handling may worsen damage and affect the warranty.
- Using non-original parts may cause compatibility issues. If third-party accessories/parts are needed, please consult Creality's official customer service first.
Amendment
- Creality 3D reserves the right to update or modify this after-sales service policy periodically, and will promptly publish updates on official platforms. Please stay informed of any changes.
- Creality 3D reserves all final interpretation rights.