Terms of service

How to Get After-sales Service

It’s ensured by CrealityFalcon

that under normal use, the Falcon products you purchase will be free from defects in material and workmanship during the warranty period.

During the warranty period, if the product cannot achieve the guaranteed function, please contact the after-sales service channel of Falcon to obtain the corresponding after-sales service.

After-sales service channel information:

Mail: Falcon@creality.com

Let us know what we can do for you by emailing us your order ID, breakdown information and pictures or videos

Falcon may not provide after-sales service in some regions, and the content of the after-sales service policy may vary from place to place. Charges may apply for services outside the normal scope of services.

Solutions Provided by CrealityFalcon

When contacting Falcon technical support, please explain the problem of the product in detail, including product information, purchase information, fault description, and pictures/videos of fault.

A technical support engineer will try to diagnose and resolve your issue via phone, email, or remote assistance.

For after-sales services such as return/exchange/warranty, if it is not the fault of printer itself, Falcon will not bear the transportation cost, and if it needs to be returned to China, Falcon will not bear the possible taxes.

At the same time if the customer doesn't want/the customer directly rejects the package or return for personal reasons after delivery (must be in original condition), you may need to bear the bill of shipping and return fee of the package sent by the seller.

In addition, after returning the goods, it will take 15 working days to process the refund after our fulfillment center receives the goods, and it will take 3 to 5 working days for the refund amount to appear in your account.

Falcon will arrange service based on the type of warranty service accessible to the product, and the specific type is specified in this after-sales service category.

Non-after-sales policy coverage

This policy does not cover the following situations:

× Collision and burning accidents caused by man-made non-product quality problems;

× Damage caused by unauthorized modification, disassembly, opening of the shell, etc. as directed by the unofficial manual;

× Damage caused by improper installation, use and operation not in accordance with the instructions of the manual;

× In the absence of official instructions and guidance, the damage caused by customers during repair and installation;

× Damage caused by reliability and compatibility issues when used with third-party components that are not certified by Falcon;

× Malfunction or damage caused by any third party products (including those provided by or integrated in Falcon products at your request);

× Any technical or other support provided for the Machine, such as assistance with "how-to" questions and questions regarding the setup and installation of the Machine;

× Products or parts with modified or removed identification labels.

The type of after-sales service

Falcon offers you the following after-sales services: return service, exchange service and warranty service.

For more information, please contact Falcon after-sales service channel Mail: Falcon@creality.com