Warranty & Returns
About the 30-day return policy:
Hi If you need to get the return information, please contact us within 30 days after receipt.
For the Return request, please read the following information:
If the machine cannot be opened,or damaged when delivered,
Or the seller sends the wrong goods/products that are inconsistent, you can submit a request within 30 days to return, and get a full refund.
About machine products. We provide free replacement of extruder kits within 3 months, and provide a 1-year warranty for all major parts including the motherboard, motor, screen display and hotbed.
Please contact the online customer service in advance for any return request for damage.
Regarding the returned machine, we do not undertake the shipping costs if it's not the machine itself problem, and if the return to China is required, we also do not take the tax that may occur.
Except for logistics reasons. If the customer does not want/the customer directly rejects the package/returns for personal reasons after delivery (must be in a new state), you may need to bear the freight sent by the seller and the cost of the package return.
Before returning the product, please take a picture of the product and provide it with us.After the return request is approved:After you return the product, it may take up to 25 working days for us to receive the product. After our operation center receives the goods, it will take 2 business days to process the refund, and the refund amount will take 3 to 5 business days to appear in your account.
How to Obtain Warranty Service
If a product does not function as warranted during the warranty period, you may obtain after-sales service by contacting us through https://creality3d.store and let us know what we can do to help you.
What Will Comgrow Do
Comgrow will attempt to diagnose and resolve your problem by email. Comgrow may direct you to download and install particular software updates.,If your problem cannot be resolved over the e-mail or through the application of software updates, Comgrow will arrange for an accessory replacement if the problem falls under this Limited Warranty.The warranty of the machine remains unchanged.Accessories: 3D printer/CNC/Laser motherboard/nozzle Kit/hotbed board/display / BL touch kit, enjoy 30 Day Warranty < Standard 30 Day Warranty >Note: Hot Bed Stickers/nozzles and other consumables are not covered by the warranty if they are not caused by machine failure* Warranty period may vary according to local laws and regulations.
The use of personal contact information
By obtaining after-sales service under this policy, you authorize Comgrow to store your contact information, including name, phone number, shipping address, and email address. We will protect the security of your information.
Comgrow guarantees that subject to the following conditions, Refund Service, Replace Service and Warranty Repair Service can be requested.
Shipping costs must be covered by buyer in the following situations
Returning products for any reason other than a proven defectBuyer’s accidental returnsReturning personal itemsReturning items claimed to have defects but found by Comgrow quality control to be in working conditionReturning defective items in international shippingCosts associated with unauthorized returns (any returns made outside of the approved warranty process)
Part Replacement for Quality-Related Issues
All quality-related defects on items sold directly by Comgrow are covered by an extensive warranty, starting from the date of purchase. Replacement part provided by Comgrow may not be new, but it will be in good working order and at least functionally equivalent to the original product or part’s warranty. A replacement part shall be covered for the time remaining in the original product’s warranty.
What to Do Before Obtaining After-Sales Service
Buyer must provide sufficient proof of purchaseComgrow must document what happens when buyers troubleshoot the productThe defective item’s serial number and/or visible proof depicting the defect are requiredIt may be necessary to return an item for quality inspection
Valid proof of purchase:
Order number from online purchases made through Comgrow Official. If you have any question, please contact us at firstname.lastname@example.org