There are differences in various machines’ heating tube, size of hotbed, supply of power, definition of heating environment to develop the difference of heating curves.

In any one of the following situations, warranty service wiill not be provided: × 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); ×Unable to provide valid warranty card and product serial number; ×Damage caused by incorrect installation, use, and operation not in accordance with the instructions manual, or liquid ingress. × Damage or malfunction caused by using the product in non-specified working environments; ×Product failure or damage caused by abuse (exceeding workload, etc.) or improper maintenance (moisture, mold, liquid ingress, immersion, etc.); ×Product failure or damage caused by force majeure (such as flood, earthquake, lightning, flood, etc.); ×Unable to provide official purchase proof or documents within the warranty period, or falsifying and altering documents. × Product serial number, factory label, warranty card or other marks are torn, altered or tampered with during the warranty period; × Hardware or software malfunctions caused by flashing third-party firmware on the product without authorization during the warranty period. ×. Unauthorized modifications or additions to the product not guided by official instructions during the warranty period; × Products repaired by unauthorized service points; × Natural wear and tear caused by normal product use that does not affect product functionality; damage to components caused by normal wear and tear. ×Accessories/parts installed on non-specified compatible products and accessory/parts malfunctions caused by main equipment failure; ×Equipment failure or damage caused by using non-original parts or low-quality filaments.

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. 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： × If a refund request is made more than 14 calendar days after the date of receipt; × 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; × Unable to provide valid proof of purchase or documents for return, or forging/altering documents; × 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; × Tearing off, altering labels, machine serial numbers, or anti-counterfeiting marks; ×Product damage caused by force majeure factors such as fire, flood, lightning, traffic accidents, etc. × After confirming the return service with Creality, the corresponding product was not shipped within 14 calendar days; × After contacting Creality 3D to confirm the return service, the corresponding item is not sent within 7 natural days.

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. Return Address:  1701 Massey Tompkins Road, Unit 101, Baytown, TX 77521 USA.

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.

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