Delivery and Returns

Delivery

Once we have received confirmation of your payment details, we will dispatch your order. We will send your order to the Billing Address indicated by you during the Checkout process, unless a different Delivery Address is indicated by you. Please ensure that the delivery details we hold for you are correct. We will send you an e-mail entitled “Order Dispatched” with shipping details and a tracking number as soon as your order has left the warehouse. If you order a number of products, it is possible that your goods will arrive separately.

All items on our website are delivered via a courier service. If all items are in stock, they will usually be delivered in 72 working hours. Delivery times are indicative and not guaranteed. If you do not receive your order within 30 days of placing it, you reserve the right to cancel your order and receive a full refund. We cannot deliver small or large items to BFPO (British Forces Post Office) addresses.

Missing, Damaged, Incorrect or Faulty orders

We strive to ensure that your order arrives intact and complete. If you have ordered several products, they may not all arrive at once. You will be able to track the status of your order via a tracking code that will be sent to you in your "Order Dispatched" e-mail. If you you have not received an "Order Dispatched" e-mail, or your order has not been dispatched, please contact us via e-mail at support@creality3d.co.uk.

If you receive a damaged, incorrect or faulty order, please notify us immediately via the contact methods described above. We will confirm the most convenient process for you to return the item to us. Returns need to be carried out within 7 working days from the day after the delivery date. We will offer you the option of repair, replacement or full refund for your product.

The title to, and risk of loss of the goods transfers to you on delivery to the address indicated by you in the Checkout process. Whilst the goods are in your possession you must take reasonable care of them and not use them until they are returned. Please see more detail in our Returns Policy below.

Returns and Cancellation Policy 

If you decide to return you order once it has been delivered, we will refund or exchange your purchase as long as the original packaging is undamaged and the item is returned in a saleable condition. You will need to return your purchase within 7 calendar days from the date of delivery.

If you have opened the packages to inspect the products, but have not used them, you are still entitled to a refund under the Distance Selling Regulations, as long as you return them within 7 working days (not including Saturday, Sunday and public holidays) from the day after the day of delivery.

If you wish to return products please contact us via e-mail at support@creality3d.co.uk, within 7 working days of receiving your order to notify us of your intent. Please have your Order Reference Number and delivery details to hand when you contact us.  We will issue you with a Product Return Code and provide you with instructions on how to return the item to us. You will be liable for the return delivery costs of unwanted orders.

The title to, and risk of loss of the goods transfers to you on delivery to the address indicated by you during the Checkout process. Whilst the goods are in your possession you must take reasonable care of them and not use them until they are returned.

The goods must be in a saleable condition and must be returned in the original, undamaged packaging, along with any accessories and free gifts received with them. The original packaging provides the best protection for our products. We reserve the right to reject any returned items that were damaged due to insufficient packaging. It is recommended that the returned item is posted through a recorded delivery service as we cannot be held responsible for items that go missing in the post.

On receipt of the returned, undamaged and unused item, we will issue a full refund for the cost of the product/s plus the original delivery charge. Any items that are returned damaged or used, or with indications that you did not take reasonable care of them whilst they were in your possession, may result in a reduced refund. Refunds will be made to the card that was used when payment was first made and will take 3-5 days to be credited to your account.

DVDs, CDs, memory cards and software cannot be returned if the seals have been broken. We also cannot accept returns of filament, 3D Art or items that have been modified to your specification. We have the right to retain any charge paid for services which have already begun or been completed.

Product Guarantee

We offer a 3 months to 12 months guarantee from the date of delivery, depending on 3D Printers (exact length is specified on each model) which covers all parts and labour for all our 3D printers. In the unlikely event that your printer develops a fault within the guarantee period, please contact us via:

E-mail: support@creality3d.co.uk

We will confirm the most convenient process for you to return the printer to us for repair. You will not be liable for the cost of returning the printer to us. We reserve the right to inspect the printer and confirm the fault. We do not cover any faults caused by accident, neglect, misuse or normal wear and tear. We do not accept returns on software, CD's, DVD's or memory cards if the seals have been broken. The items sold on this website are intended for normal domestic and consumer use. 

Our Returns Policy and Product Guarantee do not affect your statutory rights.