Return Policy

After-sales service

 

Return policy

 

How to obtain after-sales service?

Cret Bee guarantees that the Cret Bee product you purchased will not have defects in materials and workmanship under normal use during the warranty period.

During the warranty period, if the product fails to achieve the guaranteed function, please contact the Cret Bee after-sales service channel to obtain the corresponding after-sales service.

After-sales service channel information:

Email: sales@cretbee.com

 

Please inform us of your order ID, fault information, and pictures or videos via email to let us know how we can help you

 

Cret Bee may not provide after-sales service in some areas, and the content of after-sales service policies in various places may vary. Services beyond the normal service scope may incur fees.

 

Solutions provided by Cret Bee

 

When contacting Cret Bee technical support, please describe the problem with the product in detail, including product information, purchase information, fault description, and fault pictures/videos.

 

Technical support engineers will try to diagnose and solve your problem by phone, email or remote assistance.

 

For after-sales services such as

return/exchange/warranty, if the printer itself is not faulty, Cret Bee will not bear the shipping costs. If it needs to be returned to China, Cret Bee will not bear the taxes that may be incurred.

At the same time, if the customer does not want/the customer directly refuses to accept the package or returns the product for personal reasons after receiving it (it must be kept in its original state), you may need to bear the shipping and return costs of the package sent by the seller.

 

In addition, after the return, it takes 15 working days for our fulfillment center to process the refund after receiving the goods, and the refund amount will take 3 to 5 working days to appear in your account.

 

Cret Bee will arrange services according to the type of warranty service that the product can enjoy, and the specific type is specified in this after-sales service category.

 

Return address: Room 515, Building 4, First International Fortune Center, No. 200, Hongfu Road, Nancheng Street, Dongguan City, Guangdong Province.

 

This policy does not cover the following situations:

 

  • Collision and burning accidents caused by human factors other than product quality issues;
  • Damage caused by modification, disassembly, opening of the casing, etc. according to unofficial manual instructions;
  • Damage caused by improper installation and use, and failure to operate according to the instructions;
  • Damage caused by customers during repair and installation without official instructions and guidance;
  • Damage caused by reliability and compatibility issues when used with third-party components that are not certified by Creasonic 3D;
  • Failure or damage caused by any third-party product (including products provided by Creasonic 3D or integrated into Creasonic 3D products at your request);
  • Any technical or other support provided for the machine, such as help with “how-to” questions and questions about machine setup and installation;
  • Products or parts with modified or removed identification labels.

 

Main Components Warranty Table

 

Please refer to the manual that comes with the product for specific warranty items.

 

You can apply for a return if you meet the following conditions:

  1. Before the order is shipped, customers can contact customer service to cancel the order, and the cancellation is usually processed within 1-2 working days. Within 15 natural days after the customer receives the goods, the product packaging, accessories, gifts, and instructions are complete, there is no human damage, it is not activated and used, and it does not affect the secondary sale;
  2. Within 15 natural days after the customer receives the goods, the product is found to have a performance failure that is not caused by human damage.

Note: If the return is not due to product quality issues, the customer will be responsible for all related return shipping costs and any additional costs.

 

We have the right to reject the customer’s return request in the following cases:

 

  • The return request is made more than 15 natural days from the date of receipt;
  • The returned goods are incomplete, the outer packaging, accessories, gifts, instructions are incomplete, or the appearance is damaged due to human factors;
  • The product has been activated and used and affects secondary sales
  • Failure to provide legal purchase receipts or documents when returning, or forged or altered documents;
  • Collision, burning caused by reasons other than product quality, as well as unauthorized modification, entry of foreign objects (water, oil, etc.), incorrect installation, or failure to use and operate according to the instructions;
  • Tearing or altering labels, machine serial numbers, anti-counterfeiting marks, etc.;
  • Product damage caused by force majeure such as fire and floods;
  • After contacting Cret Bee to confirm the return service, the corresponding product is not shipped within 7 natural days;
  • Other situations described in this policy.

 

If one of the following conditions is met, you can apply for an exchange:

 

√ The customer finds that the product is damaged during transportation within 30 natural days after receiving the goods, and can provide proof of damage to the goods provided by the transportation company;

√ The customer finds that the product is seriously inconsistent with the original product description in one or more important aspects within 30 natural days after receiving the goods;

√ The customer finds that the product has a performance failure caused by non-human damage within 30 natural days after receiving the goods.

 

We have the right to reject the customer’s exchange request in the following cases:

  • The exchange request is made more than 30 natural days from the date of receipt;
  • The legal purchase certificate or receipt cannot be provided when exchanging goods, or the receipt is forged or altered;
  • The replaced goods are incomplete, or the appearance is damaged due to human factors;
  • After inspection by the technical support department of Chuangxiang 3D, there is no quality problem;
  • Collision, burning caused by non-self-quality problems, as well as product quality problems caused by human unauthorized modification, entry of foreign objects (water, etc.), incorrect installation, or failure to use and operate according to the instructions;
  • Tearing or altering labels, machine serial numbers, waterproof marks, anti-counterfeiting marks, etc.;
  • Product damage caused by force majeure such as fire and floods;
  • After contacting Chuangxiang 3D to confirm the exchange service, the corresponding goods are not sent within 7 natural days;
  • The goods are damaged due to transportation reasons, and the exchange is requested but the cargo damage certificate issued by the transportation company cannot be provided;
  • Other situations described in this policy.