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 3 days 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 7 days 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.
What is covered in the warranty?
1- Year limited warranty starting from the date of product purchase for,
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 original Creality product
3- The product was purchased orderly from CrealityUAE or any selling point approved by First Lines FZ LLC
4- 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, First Lines FZ LLC does not guarantee the service as result of
1- The proof of purchase being altered or made illegible
2- The product label or serial number being altered or made illegible
3- Wear and tear parts; including: Nozzles, hotend assemblies, pulleys, belts, hot-end assembly, bed platform, sensors, PTFE tubes, all connectors, power cables, moving parts.
4- Malfunction or damage caused by buyer's retrofitting or improper installation and usage
5- Malfunction or damage caused by use in non-recommended environment & conditions
6- Malfunction or damage caused by use in different/order ways than recommended
7- Malfunction or damage caused by negligence, misuse and lack of maintenance
8- Malfunction or damage caused by force majeure such as fire, flood, earthquake, etc.
9- Malfunction or damage caused by using non-genuine or different brand parts and/or consumables
10- Resin printer LCD screens have a limited warranty period of 3 months.
11- Delivery charges within UAE and GCC
Technical Support
Our clients enjoy the aid and support of our WhatsApp Community Group, where countless talented individuals gather to post about their newest creations and enquire against technical problems
Warranty- General Message
Wear and tear parts include but not limited to Nozzles, hotend assemblies, pulleys, belts, hot-end assembly, bed platform, sensors, PTFE tubes, all connectors, power cables, moving parts.
The warranty period varies based on the part subject to the warrantee. Please make sure to read the warranty terms and conditions at the time of purchase.
Warranty- Manpower
The warranty covers the part only and not the manpower Please refer to the following table for
Warranty and Technical support Manpower fees and charges
Assembly
|
AED180 base charge non inclusive of delivery + AED120 per hour |
Service
|
AED180 base charge non inclusive of delivery + AED120 per hour |
Part replacement
|
AED180 base charge non inclusive of delivery + AED120 per hour |
Announcement:
This is to be published as a popup on the landing page and the maintenance booking page. Due to the overwhelming number of machines we are receiving for maintenance, we are updating our maintenance policy to ensure better support and faster turnaround times for our clients. These changes will streamline the process and provide a clear structure for handling maintenance requests.
Maintenance policy and procedures:
1. Initial Client Reporting:
• Video Submission: Clients are required to upload a video explaining and
demonstrating the issue with the machine. This video helps our team to diagnose
the problem remotely and prepare a detailed quotation.
• Quotation and Time Frame: Based on the video, we will provide the client with a
quotation and an estimated time frame for the repair.
2. Quotation Approval:
• Approval Before Machine Shipment: Clients must approve the quotation before
sending the machine for repair.
• Invoice Issuance: Upon quotation approval, we will issue an invoice. The client is
required to pay this invoice in full before the machine is sent.
3. Machine Shipment and Payment:
• Machine Shipment After Approval: Once the quotation is approved and the
invoice is paid, the client should arrange for the machine to be shipped to our
facility for repair.
4. Maintenance Timeline:
• Standard Maintenance Period: Once the machine is with us, the maintenance
period will be 5 to 7 working days, provided the necessary parts are available.
5. Machine Pickup:
• Notification Upon Completion: Once the machine is repaired, we will notify the
client that the machine is ready for pickup.
6. Optional Machine Assessment:
• Assessment Without Video Submission: If the client is unable to provide a video
of the issue, they can send the machine directly for assessment. The assessment
fee is AED 150 + VAT.
• Assessment Process: After assessing the machine, we will provide a detailed
quotation. The subsequent steps will follow the same procedure as mentioned in
sections 2 to 5.
7. Self-Service Maintenance Option:
• DIY Repair Option: Clients can refer to the maintenance videos available on our
website. These videos guide clients through common issues and repairs.
• Parts Purchase: In this case, clients only need to purchase the necessary parts from our eStore.
Warranty (general maintenance and service) - Time frame
The estimated time of servicing the machine is minimum working 4 days and maximum 10 working days provided that the required parts are available in our workshop or warehouse in Dubai - UAE. In case of ordering the parts from outside, the said part delivery time shall be added to the above-mentioned time frame.