Warranty 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. 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. 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.

For return or maintenance, the customer is responsible of delivery and pickup of the machine.

 

What is covered in the warranty?

1 year 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. The video can be sent to the following email address: customerservice@crealityuae.ae along with a copy of the invoice.

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, pulleys, belts, hot-end assembly, bed platfrom, 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.

 

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

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

 

Technical support

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. 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.

For any further assistance, our certified staff can provide the required support as per the following service table:

Maintenance Operations Workflow

Upon having the machine delivered to our service center by the client, 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 minimum 7 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.

THANK YOU FOR YOUR PURCHASE

Thank you for choosing Creality UAE for your 3D printing needs. We are thrilled to welcome

you to the Creality UAE family and deeply appreciate your trust in us. Your decision to

invest in a Creality 3D Printer reflects your commitment to quality, and we’re here to ensure

your experience is as smooth and satisfying as possible.

To help you get the best out of your purchase, we’ve included a detailed overview of our warranty policy:

Warranty Terms:

Duration: A 1-year limited warranty, effective from the purchase date.

Activation: To activate your warranty, please email a video showing the damaged

parts and describing the issue to customerservice@crealityuae.ae, along with a

copy of your invoice.

Conditions for Warranty Coverage:

1. The product must be an original Creality product.

2. It must have been purchased from CrealityUAE or an approved selling point of First

Lines FZ LLC.

3. The product must have been assembled and used as per the instructions in the user

manual.

4. The user must reside in the country of purchase and provide proof of purchase.

What is Covered Under Warranty:

Defects in materials or workmanship as delivered by the manufacturer.

What is Not Covered Under Warranty:

1. Altered or illegible proof of purchase, product labels, or serial numbers.

2. Wear and tear parts such as nozzles, pulleys, belts, sensors, PTFE tubes,

connectors, and moving parts.

3. Malfunctions caused by:

o User retrofitting, improper assembly, or misuse.

o Negligence, lack of maintenance, or use in non-recommended environments.

o Using non-genuine or third-party components or consumables.

o Force majeure events like fire, flood, or earthquakes.

4. Limited coverage: Resin printer LCD screens are covered for only three months.

5. Delivery charges for service within the UAE and GCC.

Returns 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 assembled, fixed, or

commissioned by our staff.

What is Covered in the Price:

1. The 3D printer and its parts as packed from the factory.

2. User manual and assembly tools.

3. Access to Creality’s extensive online video tutorials for assembly, operation, and

maintenance (YouTube Channel).

What is Not Included in the Price:

1. Assembly, testing, or sample printing.

2. On-site technical support or software assistance.

3. Delivery fees (unless specified in the invoice).

Technical Support and Maintenance:

For any maintenance or repairs, the customer is responsible for delivering and

picking up the machine.

Maintenance services typically require a minimum of 7 working days, provided parts

are in stock. If parts need to be ordered, additional time will be required.

Our certified staff offer assembly and service for AED 180 per machine, excluding

delivery charges.

We encourage you to explore Creality’s library of instructional videos for guidance on

assembly, operation, and achieving the best results from your 3D printer. You can find these

resources on their official YouTube channel ( Creality 3D YouTube Channel).

If you have any questions or require support, please don’t hesitate to contact us at

[customerservice@crealityuae.ae]. We are here to assist you at every step and ensure

your satisfaction.

Thank you once again for choosing us. We look forward to supporting you on your 3D

printing journey.

CrealityUAE team

 

Free Inspection
We offer a free inspection within one week of receiving your new unit, should you encounter any issues.

Paid Maintenance Service
Maintenance services are not covered by the manufacturer’s warranty and are subject to service fees.

Warranty Limitations
The warranty does not cover consumable parts such as the hotend, nozzle, or similar components. These parts must be ordered separately, and any required adjustments or replacements will incur a maintenance fee.

Manufacturer Warranty Process
The manufacturer is responsible for verifying warranty eligibility after you submit a photo or video of the issue. Replacement parts are typically delivered within a minimum of 10 days.

Self-Replacement Option
Customers may receive and replace parts themselves. If professional maintenance is requested, standard service charges will apply.

 

---