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Technical Support

Technical Support


Technical Support Progress

When your printer encounters some problems, please apply for technical support from our official website, and our technical support team will contact you as soon as possible. And you have to provide some feedback and information as below:
 
First of all, thank you all for supporting Creality for so many years. And we understand that you will get frustrated or sad when you encounter some 3d printer issues. Below are the details to show you how to apply for a technical support:


1. Replacement Needed: If you are looking for replacement directly, you have to reach to the seller who sold you the 3d printer directly( including Amazon, Ali-express, eBay, Online store or distributor direct), They will confirm the issue and apply a replacement for you directly under the 1-year warranty. That is the quickest way for the seller to send you the part. Please understand that this is our working progress. We only send the replacement part to our distributors. 

2. Technical Support Needed: If you have any 3d printing questions, you can write to cs@creality.com, our technical personnel will answer your question as soon as possible. But if the replacement part needed after confirming the issue, you still need to contact the seller directly. Thanks for your understanding. 
You might need to send pictures and videos for help checking the issue. Pls provide below information for the seller/ customer service for quick checking;

1.Your printer model
2. How did you print? (Offline printing/online printing)
3. What is the specific problem of your printer? 
4. What did you do with the printer before?
5. Please provide clear videos and pictures of the problem. Including the manufacturer code, which is a black bar with a series of numbers.
6. Please provide your order number so that we can serve you as soon as possible.
 

Warranty Regulations
 
Warranty coverage
(1). The following accessories are not included in the warranty coverage if they are not damaged by transportation: platform sticker; platform forming plate; acrylic cover; card reader and SD card; platform glass; USB cable; filament; rack and tools, etc.
(2). Profile: Before we deliver the goods, we will test the machine, which may scratch the profile. In addition, long-distance transportation may also be a little scratch. in the premise of not affecting the normal use, in principle, not within the scope of warranty; 
(3). Nozzle assembly (nozzle, heating block, throat pipe, heat sink, Teflon tube, etc.) warranty period is 3 months, if it is damaged beyond the warranty period, you need to purchase another one;
(4). Motherboard, LCD display, power supply, and hotbed, their warranty period is 12 months, if there are quality problems, you can get free maintenance; over the warranty period, the printer can be sent back to the original factory for maintenance, but the return shipping and maintenance costs need be borne by the user;
 
Not included in warranty coverage:
(1) It is impossible to provide an effective after-sales service card or serial number;
(2) The whole machine and components exceed the warranty period;
(3) Equipment failure or damage caused by unauthorized modification of the equipment (private modification includes: 1. modify the nozzle assembly; 2. modify the machine structure; 3. use the third-party components; 4. use the third-party firmware procedures or change the original Factory firmware program, etc.);
(4) Equipment failure or damage due to the incorrect installation and use;
(5) Equipment failure or damage caused by the use of the equipment in a working environment not specified by the product;
(6) Equipment failure or damage due to the improper use (beyond workload, etc.) or maintenance (moisture, etc.);
(7) Equipment failure or damage due to the use of other branded components or low-quality consumables.
(8)Accidental or human behavior lead to product damage, such as input inappropriate voltage / high temperature/water immersion / mechanical damage /broken/serious oxidation or rust products and so on;
(9)Due to force majeure, such as earthquakes, fires, lightning, and other products caused by failure or damage;
 
Description of warranty freight:
1. Can be returned within 7 days, In case of the quality problem of the machine, the freight is borne by the manufacturer; if it is a non-quality problem return, the user must bear the freight, and need to deduct the corresponding costs of machine damage and consumables;
2.7 days to 30 days, the freight shall be borne by the manufacturer if the goods need to be replaced or returned to the factory for maintenance due to quality problems; If the goods need to be replaced due to non-quality problems, the customer shall bear the freight. In principle, it is not allowed to exchange goods over 7 days without quality problems;
3. Within 1 - 3 months need to return to the factory for maintenance, if in case of the quality problem, the freight is borne by the user and the manufacturer, and no maintenance fee shall be charged;
4., Within 3 - 12 months need to return to the factory for maintenance, the freight is borne by the user, If it is non-human damage, the spare parts and labor costs for maintenance shall not be charged.
Exceeding the warranty period, the user will bear the freight and maintenance costs, and the manufacturer provides technical support.
 
Note: If you are a foreign user, we will take some special methods according to the actual situation to provide users with better after-sales service. The final interpretation right belongs to Shenzhen Creality3D Technology Co., Ltd.!