Refund policy
Thank you for your purchase. We hope you are happy with your purchase. However, if you are not completely satisfied with your purchase for any reason, SUNLU provides a straightforward warranty that is processed in the most hassle-free way possible.
These SUNLU After-Sales Policies (these “Policies”) only apply to SUNLU products you purchased from SUNLU Official Website. www.sunlu.com. For purchases made through eBay, Amazon, AliExpress and Sunlu’s authorized resellers, please contact them directly.
一、14 DAYS REFUND & RETURND
- REFUND & RETURND
All returns for refund must be postmarked within fourteen (14) days of the date the item was delivered to the designated shipping address. All returned items must be in new and unused condition, with all parts & accessories included and all original tags and labels attached.
- RETURN PROCESS AND RETURN EXPENSE STATEMENT
To return an item, please email customer service at support@sunlu.com / sales02@sunlu.com to obtain the address information you need regarding of returning the products. Please place the item securely in its original packaging, and mail your return through a trackable method.
*Please note, you will be responsible for all return shipping charges. Please kindly understand.*
*If the machine was damaged by shipping or quality, we will cover the shipping cost for exchange and refund. But please have to send email to use to talk with us at first.*
*For 3D printing consumables such as FDM filament or LCD resin, only unopened products are accepted, which does not affect the products for secondary sales.*
After receiving your return and inspecting the condition of your item, we will process your return. Please allow at least 7 days from the receipt of your item to process your return. We will notify you by email when your return has been processed and refund to you through your payment path.
*After the 14-days refund/30-days exchange window has expired, your only recourse regarding the products is through our warranty.*
When contacting our customer service team, buyer must provide sufficient proof of purchase，tell us which product you purchased, and describe the problem as clearly as possible through text, images or short videos. This will help our team to process your inquiries and help you solve the problems more efficiently.
- Following Conditions Are Not Covered Under Warranty:
- Products without sufficient proof of purchase
- Lost or stolen products
- Items that have expired their warranty period
- Non-quality-related issues (after 30 days of purchase)
- Free products
- Repairs through 3rd parties
- Damage from outside sources
- Damage from misuse of products (including, but not limited to: falls, extreme temperatures, water, operating devices improperly)
- Purchases from illegitimate resource or second-handed parties
二、CANCEL ORDER
We accept order cancellations prior to product shipment or production. If the order is cancelled, you will receive a full refund. We cannot cancel an order if the product has already shipped.