Returns & Refunds Policy

Return Window & Eligibility

1. Our return policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately, we cannot offer you a refund or exchange.
2. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
3. To complete your return, we require a receipt or proof of purchase.
4. Please do not send your purchase back to the manufacturer.

Specific Conditions for 3D Printers & Consumables

Due to the nature of 3D printing equipment and materials, the following strict conditions apply:

1. 3D Printers: Printers that have been assembled, modified, or used for printing are not eligible for a change-of-mind return. All returned printers must be in their original, unassembled condition, including all original tools, accessories, SD cards, and manuals.
2. Filaments & Consumables: 3D printer filaments and resins must remain unopened and in their original, intact vacuum-sealed packaging. Once the vacuum seal is broken, the product is considered used and cannot be returned.
3. Parts & Upgrades: Electronic components (such as motherboards, hotends, extruders, and screens) cannot be returned if they have been installed, wired, or tampered with.

Non-Returnable Items & Partial Refunds

Several types of goods are exempt from being returned, including:

1. Gift cards
2. Downloadable software products
3. Hazardous materials, or flammable liquids/gases (if applicable)

There are certain situations where only partial refunds are granted (if applicable):

1. Any item with obvious signs of use.
2. Software or consumables that have been opened or accessed.
3. Any item not in its original condition, is damaged, or missing parts for reasons not due to our error.
4. Any item that is returned more than 14 days after delivery.

Refund Process

1. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
2. If you are approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within a certain number of days.
3. Late or missing refunds: If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, as it may take some time before your refund is posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at support@crealityau.com.au.

Exchanges & Sale Items

1. Exchanges: We only replace items if they are defective or damaged out of the box. If you need to exchange it for the same item, please send us an email at support@crealityau.com.au.
2. Sale Items: Only regular-priced items may be refunded; unfortunately, sale items cannot be refunded.

Gifts

1. If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
2. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and they will find out about your return.

Return Shipping Instructions

1. Prior Approval Required: To return your product, you must get approval from us before you send the item back.
2. Shipping Costs: You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
3. Transit Times: Depending on where you live, the time it may take for your exchanged product to reach you may vary.
4. Tracking Recommendation: If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.