CrealityUAE Warranty, Maintenance, After-sales and Return Policy
Warranty & Return Policy
First Lines FZ LLC/CREALITYUAE provides back-to-back warranty policy with Creality 3D and it is subject to the approval and the terms and conditions of Creality 3D.
Our clients enjoy 48 hours of grace period during which they can return
the purchased items as long as the said items were not used and in their original packing. We apologize for not accepting any return beyond 48 hours from the date of purchase.
If the machine or the part subject to the invoice was assembled, fixed and/or commissioned by our staff the return policy will become void.
For assembly, please follow the instructions in the user manual and the official unboxing video from Creality on Youtube. The 3D printer is a utilitarian machine. The user/owner of the 3D printer should be able to assemble, calibrate and operate the machine properly and in a safe way.
For the best 3D printing results, the user/owner of the 3D printer should have good knowledge of 3D modeling software and 3D printing software or at least be prepared for a learning phase with trial and error.
Creality3D is providing a large library of instructions video through the following YouTube channel https://www.youtube.com/c/Creality3D. Please subscribe to have access to assembly, maintenance and operation videos for all available Creality 3D printers.
What is covered in the warranty?
1 years limited warranty starting from the date of purchase. To activate the warranty, the client shall send us a video of the damaged parts highlighting the issue along with the SN for the machine, and a copy of the invoice.
The video can be sent to the following email address or Whatsapp number:
customerservice@crealityuae.ae
+971 50 142 6882 (preferable)
Any defected materials, workmanship of product from factory will be covered during the period of the warranty as long as the following conditions were met:
1- User of the product is in the country of the purchase
2- Defective product is an original Creality product
3- The product was purchased orderly from CrealityUAE or any selling point approved by First Lines FZ LLC
4- Available proof of purchase
5- The product is assembled and used as per the user manual that is included in the package
What is not covered in the warranty?
Creality 3D & First Lines FZ LLC does not guarantee the service as result of:
1- Maintenance service charges
2- The proof of purchase being altered or made illegible
3- The product label or serial number being altered or made illegible
4- Wear and tear parts; including: Nozzles, pulleys, belts, hot-end assembly, bed platform, sensors, PTFE tubes,
all connectors, power cables, moving parts.
5- Malfunction or damage caused by buyer's retrofitting or improper installation and usage
6- Malfunction or damage caused by use in non-recommended environment & conditions
7- Malfunction or damage caused by use in different/order ways than recommended
8- Malfunction or damage caused by negligence, misuse and lack of maintenance
9- Malfunction or damage caused by force majeure such as fire, flood, earthquake ...etc.
10- Using 3rd party printing materials, we can only guarantee the quality of Creality 3D printing material
11- Resin printer LCD screens have a limited warranty period of 3 months.
12- Delivery charges within UAE and GCC.
What is covered in the price?
1- The machine & the machine parts as packed from origin
2- User manual
3- Assembly tools as packed from origin
4- Online tech-support
What is not included in the price?
1- Machine assembly and testing (Except mentioned otherwise in the quotation
2- Sample printing
3- Technical support at the location of delivery
4- 3D printing software support
5- 3D printer operation support
6- Unless mentioned in the invoice the delivery is not included in the price
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After-sales Technical Support and Maintenance
The user/owner of the 3D printer should be able to assemble, calibrate and operate the machine properly and in
a safe way.
For the best 3D printing results, the user/owner of the 3D printer should have good knowledge 3D printing software.
Creality3D is providing a large library of instructions video through the following YouTube channel
https://www.youtube.com/@crealityafter-sale5706/playlists
Please subscribe to have access to assembly, maintenance and operation videos for all available Creality 3D
printers.
Moreover, Creality provides thousands of free-to-print 3D models and G-codes over
https://www.crealitycloud.com/
For any further assistance, our certified staff can provide the required support and proper advice, reach out to our support team via phone call, WhatsApp, or E-mail
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After sales services can be conducted through the following guidelines:
- Service charges are described in the following table (for one machine)
- The mentioned prices are for 1-machine, service cost for multiple machines are a multiple or TBD based on the number of machines
- Pick-up and drop-off dates are to be determined in accordance with delivery agents' availability and client's preference, prioritizing client’s preference
- Replacement Parts are generally available at our service center, in case they are not, parts are ordered from Creality in a process that takes 7-10 business day (including air freight from Shenzhen to Jebal Ali)
- Replacement Parts that are not covered by the warranty policy are chargeable
- Replacement Parts that are covered by the warranty policy are chargeable after 1-year of the purchase given the expiration of the warranty period
- Upgrade parts are chargeable
|
Without pick up and drop off (Client deliver and pick up from Service |
With pick up and drop off |
|
| Assembly and Testing | AED 150 + VAT | AED 150 + VAT + Delivery charges (TBD based on location) |
| Maintenance | AED 150 + VAT | AED 150 + VAT + Delivery charges (TBD based on location) |
| Priority Maintenance* | AED 150 + VAT | AED 250 + VAT + Delivery charges (TBD based on location) |
| Severe Cases Maintenance* |
Decided upon evaluation at the Service Center No more than AED 400 + VAT |
Decided upon evaluation at the Service Center No more than AED 400 + VAT + Delivery charges |
| Upgrades and Add-ons | Decided upon evaluation at the Service Center | Decided upon evaluation at the Service Center |
*Severe Cases Maintenance are cases which require significantly more time, effort and trial and error, such cases cannot be covered with
the flat rate mentioned in the above table, such cases are rare and uncommon, examples include but are not limited to:
Disassembly and assembly of Core XY system on K1, K2 3D Printers
*Priority Maintenance: Priority maintenance will be conducted on-the-spot with immediate attention, and work will begin promptly upon
inspection. If the maintenance cannot be completed within the same day, the service will revert to the applicable standard service rates.
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Maintenance Operations Workflow
Upon having the machine delivered to our service center, one of our
technicians will assess the required maintenance and inform the client within 48 hours if the maintenance
quotation.
(The previous table is for one machine, for multiple machines, price will be accumulative)
Warranty (general maintenance and service) - Time frame
The estimated time of servicing the machine is 2-3 working days provided that the required parts are available in our workshop or warehouse in UAE.
We always try to maintain a very comprehensive stock of spare parts available in the UAE but in case of ordering the parts from outside, the said part delivery time shall be added to the above-mentioned time frame. (minimum 7 working days)
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Return Policy
Grace Period: Items can be returned within 48 hours of purchase if unused and in their original packaging.
Voided Returns: Returns are void if the machine was removed out of the original packaging, assembled, fixed, or commissioned by our staff.