Used Machine Warranty

[ONLY FOR USED MACHINE]

SHOULD BE INFORMED INITIALLY:

When the unrepaired machine is ordered, there is no return and refund available to be included in after-sale service generally. The replacement of integrated/whole/complete machine is not allowed. Creality only offers Tech Support during the period of Used Machine Warranty.

How to obtain the Tech Support? 

1. Review the guarantee: Make sure you understand the terms and conditions of the contract, including what is covered and any time limits.
2. Gather evidence: Depending on the product and the issue, you may need to provide proof of purchase, serial number, or photos of the problem.
3. Contact the manufacturer: Reach out to Creality by email, Messenger or through the website to start the warranty claim process. You may be asked to provide information about the product and the issue you are experiencing.
4. Provide documentation: You may be asked to provide documentation or photos to support your claim. Follow the Creality's instructions for submitting this information.
5. Wait for a response: Creality will review your claim and provide a response, which can take several days or longer, depending on the issue's complexity.
6. Complete repairs or receive a replacement: If your warranty claim is approved, Creality will provide instructions for repairing the product.

What will Creality do during Tech Support?

Creality will attempt to diagnose and resolve your problem by email or Messenger on working days. Creality will scan your machine manufacturer code after you send out the screenshot, and then submit the case to official tech support team. Creality may direct you to download and install particular software updates. Creality may send troubleshooting steps and ask some questions for better solving. Creality may guide you which parts you should buy and how to set up.

The use of personal contact information

By obtaining after-sales service under this policy, you authorize Creality to store your contact information, including name, phone number, shipping address, and email address. We will protect the security of your information.

What to Do Before Obtaining After-Sales Service

Buyer must provide sufficient proof of purchase.
Creality must document what happens when buyers troubleshoot the product.
The defective item’s serial number and/or visible proof depicting the defect are required.

Valid proof of purchase:

Order number from online purchases made through Creality Official. If you have any question, please contact us atsale@creality3dofficial.com