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, labels 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). ✱If you buy products from platforms such as Amazon, eBay, Temu and so on, the refund and return request is subject to sales platform requirements. Important Notes Valid product manufacturing code, purchase certificate, order number, contract, invoice, etc. must be provided; 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. 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. 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. 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. 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. 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. Or 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 without a legal basis; 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;

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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. ✱If you buy products from platforms such as Amazon, eBay, Temu and so on, the exchange service request is subject to sales platform requirements. 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: Requests for exchange made beyond 30 calendar days from the next day after receipt; Unable to provide valid proof of purchase or documentation during exchange, or documents are forged or altered; Exchange products are incomplete or have exterior damage caused by human factors; No quality issues are found after inspection by Creality After-sales Department; 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; Tearing, altering, or defacing labels, machine serial numbers, waterproof markings, anti-counterfeiting marks, or similar identifiers; Product damage caused by force majeure such as fire, flood, lightning, traffic accidents, etc.; Failure to ship the relevant product within 14 calendar days after confirming the exchange service with Creality; Product damage during transportation, requesting exchange but unable to provide damage certificate issued by the shipping company;

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To protect your rights and avoid additional charges, please strictly follow the packaging guidelines below when returning products for after-sales service: Please retain the original packaging: The original factory packaging (carton and internal cushioning materials) provides the best protection. When returning or exchanging products, please pack and ship them back exactly as they were in the original packaging. (Shipping costs: For returns or exchanges due to product quality issues within the warranty period, Creality will cover the round-trip shipping costs); however, customers are responsible for ensuring safe packaging during transit. If products are not returned in accordance with the original packaging specifications, resulting in damage during transit or additional packaging material consumption, the related costs shall be borne by the customer: Damage compensation: If products are damaged during transit due to not being packed in the original packaging, the customer shall bear the associated losses and repair costs. Packaging depreciation fee: Since the packaging cartons, wooden frames, and other materials returned to the factory are single-use consumables that cannot be reused, customers will be required to bear the corresponding packaging costs.

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