14-day Return Policy

[ONLY FOR REFURBISHED MACHINE]

Hi If you need to get the return information, please contact us within 14 days after receipt. Although the machine is good when we send it out, but there is still a possibility that some precise parts of the printer are damaged or the machine doesn't work due to rough handling, if you are unfortunate enough to encounter such a situation, please don't start a return or dispute case directly, please contact us first, we will reply to your message within 18 hours (working days) and do our best to help you. Thank you for your understanding!

For the Return request, please read the following information: 

1. 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 14 days to return, and get a full refund.
2. Defective products must start to be returned within 14 days after the return label is sent to your mailbox successfully.
3. Please contact the online customer service in advance for any return request for damage.
4. 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.

5. 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.

Warm Tips:

1. Please contact with us via email or Messenger witha picture of defective parts and manufacturer code before returning the product.
2. Return requests need approving through manufacturer required process which is supposed to take 1-2 working days.
3. Comgrow will sent a return label out to your mailbox or directly to Messenger. The return label is required to be labeled on the return parcel.
4. After the product start to be returned, it may take up to 25 working days for us to receive the product. After our operation center receives the product, it will take 2 workingdays to process the refund, and the refund will take 3 to 5 working days to appear in your Paypal.

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.

GENERAL TERMS

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 defect
Buyer’s accidental returns
Returning personal items
Returning items claimed to have defects but found by Comgrow quality control to be in working condition
Returning defective items in international shipping
Costs 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 purchase.
Comgrow 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 Comgrow Official. If you have any question, please contact us atsale@creality3dofficial.com