Shopping Guide

Welcome to www.crealityofficial.co.uk.

This website is operated by Comgrow 3D Technology Co., Limited, a reseller of Creality products serving customers in the United Kingdom.

This Shopping Guide provides practical information about placing orders, payments, shipping, invoices and customer support.

Your use of the Site and purchases made through it are also subject to our:

• Terms of Service

• Warranty and Return Policy

• Privacy Policy

If there is any conflict between this Shopping Guide and our Terms of Service, Warranty and Return Policy, or applicable law, the relevant policy or applicable legal requirement will take precedence.

1. Contact Information

Customer Service

Email:
sale@creality3dofficial.com

If you have questions before or after placing an order, please contact our customer service team.

We will make reasonable efforts to respond as soon as possible during our normal service hours.

For order cancellations, returns, refunds, warranty claims or product issues, please refer to our Warranty and Return Policy.

2. Placing an Order

You can place an order directly through www.crealityofficial.co.uk.

For bulk purchases or special order enquiries, please contact our customer service team.

When placing an order, please ensure that the following information is complete and accurate:

• customer name;

• recipient name;

• delivery address;

• billing information;

• email address;

• telephone number; and

• selected products and quantities.

Customers are responsible for checking their order information before submitting the order.

If you discover an error after placing an order, please contact customer service as soon as possible.

We will make reasonable efforts to assist, but changes may no longer be possible after an order has entered the fulfilment or dispatch process.

3. Payment

Orders must be paid using one of the payment methods available at checkout.

An unpaid order may automatically expire or be cancelled after the payment period shown during checkout.

Payment approval does not necessarily mean that an order has been accepted.

Order acceptance and contract formation are governed by our Terms of Service.

If payment has been taken for an order that we are unable to fulfil, the applicable amount will be refunded.

4. Order Cancellation

If you wish to cancel an order before it has been dispatched, please contact our customer service team as soon as possible:

sale@creality3dofficial.com

Where an order has not yet entered dispatch, we will make reasonable efforts to cancel it.

If the order has already been dispatched, it may no longer be possible to stop the shipment.

However, dispatch of the order does not by itself remove any statutory cancellation or return right that may apply.

For eligible online purchases, consumers normally have the right to notify us of cancellation within 14 days after receiving the goods, subject to applicable exceptions.

Please refer to our Warranty and Return Policy for full cancellation and return information.

5. Product Information

We make reasonable efforts to ensure that product descriptions, specifications, photographs and other information displayed on the Site are accurate.

From time to time, Creality may update:

• product packaging;

• product appearance;

• accessories included in the package;

• firmware;

• hardware revisions; or

• other product details.

As a result, customers may occasionally receive updated packaging or a newer product revision.

Where a change materially affects the product's functionality or specification, we will make reasonable efforts to update the relevant product information.

Minor packaging differences alone do not normally indicate that a product is defective.

Nothing in this section affects your statutory rights if a product is not as described or otherwise fails to conform to the contract.

6. Genuine Products

Products identified as Creality products on this Site are genuine Creality-branded products sold through our retail channels.

Creality is the brand and manufacturer of Creality-branded products.

Comgrow 3D Technology Co., Limited operates this Site and acts as the seller of products purchased through it.

If you have concerns regarding the authenticity or condition of a product, please contact our customer service team.

7. Bundles, Promotions and Coupons

Certain products may be offered as bundles or promotional combinations.

The contents of a bundle will be shown on the relevant product page or during checkout.

Some promotions, coupons or discount codes may:

• apply only to selected products;

• have minimum purchase requirements;

• have an expiry date;

• be limited to one use per customer or order; or

• not be combinable with other promotions.

The conditions displayed with the relevant promotion will apply.

Unless expressly stated otherwise, we do not offer a general lowest-price guarantee or automatic refund of a price difference following a later promotion.

This does not affect rights arising from a pricing error or other applicable consumer protection law.

8. Shipping and Fulfilment

We aim to process in-stock orders promptly after successful payment.

For many in-stock products, fulfilment may begin within approximately 1–2 business days.

Processing times may be longer during:

• major promotional periods;

• public holidays;

• unusually high order volumes;

• stock transfers;

• severe weather;

• carrier disruption; or

• other circumstances outside our reasonable control.

Delivery estimates shown on the Site are estimates unless expressly stated otherwise.

Different terms may apply to pre-orders or backorders. The expected dispatch period for these products will be shown on the relevant product page where available.

Orders may be dispatched from different fulfilment locations according to:

• stock availability;

• product type;

• delivery destination; and

• operational requirements.

Unless an option is specifically offered at checkout, customers cannot choose the warehouse from which an order is dispatched.

9. Delivery and Package Inspection

When your order arrives, we recommend checking the outer packaging and the product as soon as reasonably possible.

If the package appears seriously damaged during transit, please photograph the packaging before opening it where practical.

If you discover:

• transit damage;

• missing items;

• the wrong product;

• missing components; or

• another apparent delivery problem,

please contact our customer service team as soon as reasonably possible.

Providing photographs or videos may help us investigate the issue more quickly.

However, signing for or accepting delivery does not automatically mean that you have waived your statutory rights relating to damage, missing goods, faulty goods or products that do not conform to the contract.

There is no requirement to produce an unboxing video in order to exercise a statutory consumer right, although photographs or videos may be useful evidence when investigating a claim.

10. Out-of-Stock Products

Stock availability may change after an order is placed.

If an ordered product becomes unavailable and we cannot fulfil the order within the agreed or applicable timeframe, we may:

• contact you with an updated availability estimate;

• offer an appropriate alternative where you agree; or

• cancel the affected item or order and issue a refund.

We will not substitute a materially different product without your agreement.

11. Pre-Orders

Products marked as Pre-Order are not immediately available for normal dispatch.

The estimated shipping or availability period will normally be stated on the relevant product page.

Pre-order dates are estimates and may change because of:

• manufacturing schedules;

• international transportation;

• customs procedures;

• warehouse receiving; or

• other operational circumstances.

If a material delay occurs, we may provide updated information where reasonably practicable.

Your cancellation and refund rights remain subject to our Terms of Service, Warranty and Return Policy, and applicable law.

12. Invoices

If you require an invoice, please provide the necessary billing information when placing the order or contact customer service.

Depending on the order and billing requirements, we may request information such as:

• customer or company name;

• billing address;

• VAT number, where applicable;

• order number; and

• other information reasonably required for the invoice.

Invoices may be provided electronically by email.

Please ensure that billing information supplied to us is accurate.

13. Returns and Refunds

Returns and refunds are governed by our Warranty and Return Policy.

For most eligible online purchases, UK consumers normally have the right to notify us of cancellation within 14 days after receiving the goods, without giving a reason.

After validly notifying us of cancellation, the goods normally need to be returned within the applicable return period.

Separate rights apply where goods are:

• faulty;

• damaged;

• not as described;

• missing components; or

• otherwise not in conformity with the contract.

Please do not return goods to an address that has not been provided or confirmed by our customer service team.

14. Warranty and After-Sales Support

Eligible products may receive commercial warranty and manufacturer-related support in addition to statutory consumer rights.

If you experience a product issue, please contact:

sale@creality3dofficial.com

We may reasonably request:

• order number;

• product model;

• serial number;

• description of the issue;

• photographs;

• videos; and

• relevant troubleshooting information.

Where technical assistance from the manufacturer is required, we may work with Creality or another authorised service provider.

Please refer to our Warranty and Return Policy for full details.

15. Pricing

Product prices may change from time to time because of factors including:

• promotions;

• product lifecycle changes;

• market conditions;

• inventory levels;

• exchange rates;

• taxes; and

• other commercial factors.

Prices applicable to an order will normally be those shown at checkout when the order is submitted, subject to our Terms of Service regarding obvious pricing errors.

A later promotional price does not automatically entitle an earlier purchaser to a refund of the price difference unless we expressly offer such a programme.

16. Age Requirement

Purchases through the Site should be made by persons who are at least 18 years old or otherwise have the legal capacity to enter into a binding contract.

If a person under 18 wishes to purchase a product, the purchase should be made by or with the involvement of a parent or legal guardian where appropriate.

17. Resale and Commercial Purchases

The Site is primarily intended for retail customers.

If you wish to place a large-volume, commercial or reseller order, please contact us before purchasing so that we can discuss availability and appropriate commercial arrangements.

We may review orders involving unusually large quantities where reasonably necessary for:

• fraud prevention;

• stock management;

• promotional abuse prevention; or

• compliance with applicable distribution arrangements.

Legitimate consumer purchases will not be treated as abusive merely because a customer exercises a statutory cancellation, refund, repair or warranty right.

18. Fraud and Abuse Prevention

We may take reasonable action where we have evidence of fraud, attempted fraud or serious misuse of the Site.

Examples may include:

• use of false identities or payment information;

• fraudulent chargebacks;

• returning a different product from the one supplied;

• submitting deliberately false evidence;

• systematic abuse of promotional offers through multiple accounts; or

• automated purchasing activity intended to circumvent purchase limits.

Where reasonably justified, action may include:

• reviewing an order;

• requesting additional verification;

• cancelling an order before acceptance;

• restricting promotional participation; or

• suspending an account.

Any such action will be taken reasonably and in accordance with applicable law.

Exercising a valid consumer right, requesting a refund for a legitimate reason, or making a genuine warranty claim will not by itself be treated as malicious or abusive behaviour.

19. Customer Support

For questions regarding:

• products;

• orders;

• payments;

• delivery;

• cancellations;

• returns;

• refunds;

• warranties; or

• after-sales support,

please contact:

sale@creality3dofficial.com

Seller and Website Operator

Comgrow 3D Technology Co., Limited

Business Address:
Unit 1307, Beverley Commercial Centre
87–105 Chatham Road South
Tsim Sha Tsui, Kowloon
Hong Kong

Website:
www.crealityofficial.co.uk