Warranty and Return Policy
Last Updated: 26 October 2026
Thank you for purchasing from www.crealityofficial.co.uk.
This website is operated by Comgrow 3D Technology Co., Limited, a reseller of Creality products serving customers in the United Kingdom.
This policy applies to products purchased directly from www.crealityofficial.co.uk.
Creality is the brand and manufacturer of Creality-branded products. Comgrow 3D Technology Co., Limited is the seller of products purchased through this Site.
This policy explains our return, refund, replacement and commercial warranty procedures.
Nothing in this policy limits or excludes statutory rights available to consumers under applicable UK law.
1. 14-Day Right to Cancel
If you are a consumer purchasing online, you normally have the right to cancel an eligible purchase without giving a reason.
For most products, you may notify us that you wish to cancel within 14 days after the day on which you receive the goods.
To cancel, please contact:
Please provide your order number and clearly state that you wish to cancel and return your order.
2. Returning Products After Cancellation
After informing us that you wish to cancel, you should return the product without undue delay and normally within 14 days.
Please contact our customer service team before sending the product so that we can provide the appropriate return address and return instructions.
Do not independently send products to Creality, China or another address unless specifically instructed by our customer service team.
3. Condition of Change-of-Mind Returns
You may inspect a product to the extent reasonably necessary to establish its nature, characteristics and functioning, similar to how you would examine it in a physical shop.
If the product has been handled beyond what is reasonably necessary and its value has been reduced as a result, we may make an appropriate deduction from the refund where permitted by law.
Products should be returned with their parts, accessories, manuals and other items originally supplied where reasonably possible.
We strongly recommend retaining the original packaging because 3D printers and related equipment may require specialised protective packaging for safe transportation.
However, the absence of original packaging alone does not automatically remove a statutory cancellation or consumer right.
If the original packaging is unavailable, please contact us before returning the product so that appropriate packing arrangements can be discussed.
4. Return Shipping for Change-of-Mind Returns
Where you exercise a statutory cancellation right for reasons unrelated to a fault, you may be responsible for the direct cost of returning the goods where permitted by law and where this obligation was properly disclosed before purchase.
Please contact customer service before arranging a return.
You should not incur international shipping, customs or clearance costs unless such arrangements have been expressly agreed with us in advance.
Where we arrange collection on your behalf, any applicable collection charge will be communicated before collection is confirmed where the law permits that cost to be charged to you.
5. Original Delivery Charges
Where required by law, we will refund the cost of the least expensive standard delivery option offered for the order.
Additional costs arising from choosing a more expensive delivery method may not be refundable beyond the standard delivery cost.
6. Faulty, Damaged or Incorrect Products
Please contact us as soon as possible if:
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the product does not work correctly;
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it arrives damaged;
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it does not match its description;
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the wrong item was supplied;
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parts are missing; or
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the product otherwise appears defective.
Please contact:
We may reasonably request:
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your order number;
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product model;
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serial number;
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description of the problem;
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photographs; or
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videos showing the issue.
7. 30-Day Short-Term Right to Reject
Where goods do not conform to the contract, consumers may have a statutory short-term right to reject the goods within 30 days, subject to applicable UK law.
Where this statutory right applies, you may be entitled to a refund.
Commercial warranty or replacement periods stated below do not limit this statutory right.
8. Repair or Replacement
Where applicable, consumers may have the right to request repair or replacement of non-conforming goods.
Where a statutory repair or replacement remedy applies, it will be provided:
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within a reasonable time;
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without significant inconvenience; and
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without requiring you to bear necessary costs where applicable law requires us to cover them.
Available remedies depend on the nature of the issue and whether repair or replacement is possible and proportionate.
Where repair or replacement is unsuccessful, unavailable or cannot be completed within a reasonable time, additional statutory remedies may apply.
9. Refund Processing
For a valid statutory cancellation, refunds will be processed without undue delay and in accordance with applicable law.
Where we have not offered to collect the goods, we may normally wait until:
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we receive the returned goods; or
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you provide evidence that they have been returned,
whichever occurs first.
Where applicable, refunds will normally be processed within 14 days of the relevant event.
Refunds will normally be returned to the original payment method.
Your bank, card issuer or payment provider may require additional processing time before the funds appear in your account.
Where permitted by law, an appropriate deduction may be made for loss in value resulting from handling beyond what is reasonably necessary to inspect the product.
10. Commercial Warranty
Eligible products purchased through www.crealityofficial.co.uk may receive commercial warranty support.
The commercial warranty is additional to your statutory rights and does not replace them.
The seller is:
Comgrow 3D Technology Co., Limited
Creality may provide technical information, replacement parts or manufacturer support where appropriate as part of the after-sales process.
11. How to Request Warranty Service
Please contact:
Please provide, where reasonably available:
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order number;
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product name and model;
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serial number;
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description of the issue;
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photographs or videos;
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troubleshooting already completed; and
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your contact and delivery information.
Our team may request additional reasonable information where necessary to diagnose the issue.
12. After-Sales Service Process
After receiving a request, we may first attempt to diagnose the issue remotely.
This may include:
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troubleshooting instructions;
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checking wiring or components;
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software or firmware updates;
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requesting photographs or videos;
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supplying replacement parts;
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arranging inspection;
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arranging repair; or
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arranging replacement.
Where manufacturer technical assistance is required, we may work with Creality or an authorised service provider.
If the issue cannot reasonably be resolved through troubleshooting or replacement parts, we will determine an appropriate next step in accordance with the product condition, applicable commercial warranty, inventory availability and your statutory consumer rights.
13. Commercial Warranty Periods
FDM 3D Printers
| Product / Part | Commercial Warranty | Commercial Replacement Period |
|---|---|---|
| Fully enclosed printer – complete unit | 12 months | 15 days |
| Mainboard | 12 months | 6 months |
| Display | 12 months | 12 months |
| Power supply | 12 months | 12 months |
| Motor | 12 months | 12 months |
| Extruder kit | 3 months | 3 months |
| Hotend | 3 months | 3 months |
| Glass build plate | No repair warranty | 3 months |
| Free tools and complimentary gifts | No commercial warranty | No replacement service |
The commercial replacement periods above do not restrict statutory consumer remedies.
LCD Resin 3D Printers
| Product / Part | Commercial Warranty | Commercial Replacement Period |
|---|---|---|
| Power supply | 12 months | 12 months |
| Z-axis lead screw motor | 12 months | 12 months |
| Touchscreen | 12 months | 3 months |
| UV lamp | 6 months | 6 months |
| LCD printing screen | 3 months | 3 months |
| FEP film | No commercial warranty | No replacement service |
Separately Purchased Parts and Accessories
| Product Scope | Commercial Warranty | Commercial Replacement Period |
|---|---|---|
| Separately purchased parts or accessories | Not covered by the printer's complete-machine warranty | 3 months |
Individual products or parts may have additional warranty information on their product pages.
Nothing in these tables affects statutory rights relating to defective or non-conforming goods.
14. Repair and Replacement Under Commercial Warranty
Where a defect is covered by the commercial warranty, we may provide one or more of the following:
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troubleshooting assistance;
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replacement of a defective component;
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repair;
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replacement with the same product;
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replacement with a substantially equivalent product; or
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another appropriate remedy.
Where a refurbished replacement is proposed, this will be subject to applicable law and any agreement required from the customer.
Any replacement product or part must be in proper working condition and suitable for its intended purpose.
Unless applicable law requires otherwise, commercial warranty repair or replacement does not automatically restart the original commercial warranty period.
The repaired or replacement product will normally remain covered for the remaining portion of the original commercial warranty period.
This does not affect separate statutory rights.
15. Consumables and Wear Parts
Consumables and wear parts may include:
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nozzles;
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FEP films;
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build plate surfaces;
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heated-bed stickers;
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scrapers;
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wrenches;
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pliers; and
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components designed to wear during normal use.
Normal wear and tear or the natural end of a consumable's service life is not normally covered by the commercial warranty.
This does not exclude claims where the item was defective when supplied or was damaged directly by another product defect.
Such cases will be assessed individually.
16. Exclusions From Commercial Warranty
The commercial warranty may not cover damage caused by:
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expiry of the applicable commercial warranty period;
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inability to provide reasonable proof of purchase;
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improper installation or use;
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failure to follow product instructions;
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unauthorised modifications or repairs where those modifications or repairs caused or contributed to the fault;
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incompatible third-party parts, software or firmware where these caused or contributed to the fault;
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dropping or impact;
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liquid damage;
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fire;
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abnormal electrical supply;
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normal wear and tear;
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natural expiration of a consumable part; or
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misuse or neglect.
Use of a third-party accessory, modification or software does not automatically remove all statutory or warranty rights.
Any exclusion must relate to the cause of the relevant fault.
Nothing in this section limits statutory rights relating to goods that were defective, not as described, not fit for purpose or otherwise failed to conform to the contract.
17. Shipping Costs
17.1 Faulty or Non-Conforming Goods
Where goods are faulty or non-conforming and a statutory repair, replacement or rejection right applies, necessary return or transportation costs will be handled in accordance with applicable law.
Please contact customer service before arranging a return.
17.2 Change-of-Mind Returns
For eligible change-of-mind returns, customers may be responsible for direct return shipping costs where legally permitted and properly disclosed before purchase.
Because 3D printers can be large and heavy, return costs may be significant.
Please contact us before arranging a return so that we can provide the appropriate return address and available return options.
17.3 Incorrect or Unauthorised Return Addresses
Please do not send products to an address that has not been provided or confirmed by customer service.
Sending goods to an incorrect address may delay processing and may create additional costs.
However, failure to obtain a return authorisation number or follow an internal return procedure does not by itself remove any statutory right that has been validly exercised.
18. Information Required for After-Sales Service
We may reasonably request:
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proof of purchase;
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order number;
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model number;
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serial number;
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photographs or videos;
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description of the problem;
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details of when and how the issue occurred; and
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relevant troubleshooting information.
For technical issues, we may ask you to carry out reasonable troubleshooting steps.
We will not require troubleshooting where doing so would be unsafe, unreasonable or inconsistent with your statutory rights.
19. Personal Information
For returns, repairs and after-sales support, Comgrow 3D Technology Co., Limited may process information including:
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name;
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telephone number;
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email address;
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shipping address;
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order information;
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serial number;
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customer service correspondence;
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photographs; and
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videos relating to the product.
Where required for technical or warranty support, relevant information may be shared with Creality, authorised service providers, logistics providers or other appropriate partners.
Personal information is processed in accordance with our Privacy Policy.
20. Seller and Contact Information
Products purchased through this Site are sold by:
Comgrow 3D Technology Co., Limited
Business Address:
Unit 1307, Beverley Commercial Centre
87–105 Chatham Road South
Tsim Sha Tsui, Kowloon
Hong Kong
Website:
www.crealityofficial.co.uk
After-Sales / Order Support:
sale@creality3dofficial.com
Nothing in this Warranty and Return Policy limits or excludes statutory rights available to consumers under applicable UK law.