Warranty and Return Policy

Thank you for purchasing a Creality product. Please read this policy carefully before requesting a return, refund, replacement, repair, or other warranty service.

1. Return Policy

1.1 Return Request Period

To request a return, please contact our customer service team within 14 days of receiving the product.

A return and full refund may be requested within 14 days of delivery in the following circumstances:

• The product cannot be powered on or does not function properly upon delivery;
• The product was damaged during transportation;
• The product received does not match the order;
• Creality3D sent the wrong product;
• The product has a confirmed quality-related defect.

1.2 Returns for Non-Quality-Related Reasons

If the product does not have a quality-related defect but the customer wishes to return it for personal reasons, including but not limited to the following, the product must remain new, unused, complete, and in resalable condition:

• The customer no longer wants the product;
• The customer purchased the wrong product;
• The customer changes their mind after delivery;
• The customer refuses delivery without a valid reason;
• The customer requests a return for another personal reason.

Where permitted by applicable law, the customer may be responsible for:

• The original shipping cost incurred when the order was dispatched;
• The return shipping cost;
• Customs duties, taxes, or clearance fees incurred if the product must be returned internationally or to China;
• Other reasonable costs directly arising from the return.

1.3 Original Packaging Requirement

Returned products must be packed in the original packaging, including the original carton, foam inserts, protective materials, and other packaging components.

If the original packaging has been lost or seriously damaged and the product cannot be transported safely, Creality3D may be unable to accept the return.

Please retain the original packaging and follow the packing instructions provided by our customer service team.

1.4 Information Required for a Return Request

Please provide:

• Order number;
• Product name and model;
• Product serial number;
• Reason for the return;
• Photos showing the overall condition of the product;
• Photos or videos showing the defect or damaged area;
• Photos of the outer packaging and shipping label, where relevant;
• Any other information reasonably requested by customer service.

1.5 Unauthorized Returns

All returns must be approved by our customer service team in advance. The customer will be responsible for costs arising from:

• Returning a product without prior approval;
• Sending the product to an address not provided by customer service;
• Failing to follow the required packing or shipping instructions;
• Arranging a return outside the approved return or warranty process.

2. Refund Processing

Once a return request has been approved, the product must be sent to the return address and by the method provided by customer service.

Return transportation and warehouse receipt may take up to 25 days, depending on the destination, shipping method, and the customer’s country or region.

After the returned product arrives at our operations center, we will normally inspect it and process an approved refund within 2 business days.

After the refund has been processed, it may take an additional 3 to 5 business days to appear in the original payment account. The actual time depends on the bank, card issuer, or payment service provider.

Where permitted by applicable law, a refund may be reduced to reflect loss in value or missing items if:

• The product has been damaged after delivery;
• Accessories, parts, or free gifts are missing;
• The product is not returned in the approved packaging;
• The product shows use or handling beyond what was reasonably necessary to inspect it;
• The condition of the returned product does not match the information previously provided;
• The product is no longer in resalable condition.

3. How to Request Warranty Service

If a product does not perform its warranted functions during the applicable warranty period, please contact the Creality3D after-sales service team.

Please provide:

• Order number;
• Product name and model;
• Product serial number;
• A clear description of the issue;
• Photos or videos showing the issue;
• Troubleshooting steps already completed;
• The recipient’s name, telephone number, email address, and shipping address.

Eligible order numbers normally begin with:

• A*******************
• P********************

4. After-Sales Service Process

After receiving a warranty request, Creality3D will first attempt to diagnose and resolve the issue by email. The process may include:

• Providing troubleshooting instructions;
• Guiding the customer through checks of wiring, components, or device settings;
• Guiding the customer through software or firmware updates or reinstallation;
• Requesting additional photos or videos;
• Arranging replacement of a confirmed defective part;
• Arranging return of the product or part for inspection;
• Replacing the complete product when the applicable replacement conditions are met.

If the issue cannot be resolved through troubleshooting, software updates, or replacement parts, and the issue falls within the Limited Warranty, Creality3D will determine an appropriate repair, replacement, or other remedy based on the product condition, inspection result, applicable replacement period, inventory availability, and applicable law.

5. Repair and Replacement for Quality-Related Issues

Products sold directly through the Creality3D Official Store are covered by the applicable warranty from the date of purchase.

If a confirmed quality-related defect occurs within the applicable warranty or replacement period, Creality3D may provide one or more of the following remedies, as appropriate:

• Replacement of the defective part;
• Repair service;
• A replacement product with the same or substantially equivalent functionality;
• A factory-refurbished product of equivalent value, where permitted by applicable law;
• A new replacement product if a suitable refurbished product is unavailable or applicable law requires another remedy.

A replacement part or product may not be brand new, but it must be in proper working condition and functionally equivalent to the original part or product.

The warranty period does not restart after a repair or replacement. Unless applicable law requires otherwise, the repaired or replacement product or part will remain covered for the unexpired portion of the original warranty period.

6. Warranty Periods for Main Products and Parts

FDM 3D Printers

LCD Resin 3D Printers

Separately Purchased Parts and Accessories

Note: A listed replacement period does not extend or restart the applicable warranty period.

7. Consumables and Wear Parts

The following products are generally considered consumables or wear parts:

• Nozzles;
• Heated-bed stickers;
• FEP film;
• Build plate surface materials;
• Scrapers, wrenches, pliers, and other complimentary tools;
• Other components that naturally wear out during normal use.

Damage caused by normal use, ordinary wear and tear, the end of a consumable’s service life, or misuse is generally not covered by the warranty.

If a consumable or wear part is confirmed to have been damaged directly by a machine defect, Creality3D will assess the matter based on the specific circumstances.

8. Circumstances Not Covered by the Free Warranty

The following circumstances may not be covered by the free warranty:

• Eligibility: The warranty period has expired, valid proof of purchase cannot be provided, the serial number cannot be provided, or the product was not purchased directly from the Creality3D Official Store;
• Improper use: Damage caused by improper installation, operation, maintenance, storage, or failure to follow the product manual;
• Unauthorized changes: Damage resulting from unauthorized disassembly, modification, repair, software, firmware, parts, or accessories;
• External damage: Damage caused by dropping, impact, liquid exposure, fire, abnormal power supply, or another event not caused by a manufacturing defect;
• Normal wear: Damage caused by ordinary wear and tear or the expiration of a consumable part’s service life;
• No defect found: The reported defect cannot be reproduced or confirmed, or the product is found to be functioning normally after inspection;
• Unauthorized return: The product or part was returned outside the approved after-sales process;
• Force majeure: Damage caused by events beyond reasonable control;
• Other damage not caused by a manufacturing or material defect.

9. Shipping Costs

9.1 When Creality3D May Cover Shipping Costs

If a product is confirmed to have an inherent quality-related defect, the handling of shipping costs will be determined by the after-sales service team based on the customer’s location, the nature of the issue, the approved remedy, and applicable law.

The customer must obtain approval before returning a product and must follow the shipping method provided by customer service.

9.2 When the Customer Is Responsible for Shipping Costs

Where permitted by applicable law, the customer will normally be responsible for return shipping or transportation costs in the following circumstances:

• A return unrelated to a product quality issue;
• A return for personal reasons;
• An incorrect or duplicate purchase;
• A change of mind after purchase;
• Refusal of delivery without a valid reason;
• The product is found to be functioning normally after inspection;
• No defect is found during quality inspection;
• The product is returned without prior authorization;
• The required return process is not followed;
• Customs duties, taxes, or clearance fees arising from an international return;
• Other returns not caused by a manufacturing defect.

10. Requirements Before Obtaining After-Sales Service

Before receiving after-sales service, the customer must cooperate with the following reasonable requirements:

1. Provide valid proof of purchase;
2. Provide the order number and product serial number;
3. Provide clear photos or videos showing the issue;
4. Complete reasonable troubleshooting steps under the guidance of the after-sales service team;
5. Record and explain how and when the issue occurred;
6. Return the product or defective part for inspection where necessary.

11. Use of Personal Information

When a customer requests a return, refund, replacement, repair, or other after-sales service, Creality3D may collect, use, and store the following information to the extent reasonably necessary to provide the service:

• Name;
• Telephone number;
• Email address;
• Shipping address;
• Order information;
• Product serial number;
• After-sales communication records;
• Photos and videos related to the defect or return.

Creality3D will take reasonable measures to protect this information and will process it in accordance with applicable data protection laws and the Creality3D Privacy Policy.

12. Other Provisions

Creality3D may determine an appropriate remedy—including troubleshooting, repair, replacement of a defective part, replacement of the complete product, provision of a refurbished product, or refund—based on the product’s actual condition, inspection result, applicable replacement period, inventory availability, and applicable laws and regulations.