Informativa sui rimborsi
- Pending order - Before the order is shipped
You can cancel the order and request a refund at any time before the order has shipped.
Please don't open a chargeback, otherwise, the bank will charge you a handling fee. This will also prolong the refund process.
If you would like to request a refund, please click on the link below to fill out the form. Our customer service team will respond to your request within 5 business days upon receiving the application.
Be aware that if the order has been forwarded to the freight forwarder, even though if it is not showing as shipped, it may not be possible to cancel and stop the parcel from going out.
Once the refund process is completed on our side, you will receive the refund via the payment method you initially used (Credit card, PayPal, etc.). Be aware that money transfers can take up to 14 business days.
- Fulfilled order - After the order is received
Please don't open a chargeback, otherwise, the bank will charge you a handling fee. This will also prolong the refund process.
We hope you love what you've ordered! But just in case you're not 100% satisfied, we've made the return process super easy.
We are happy to accept your request for return service in any of the following circumstances:
- Within 14 calendar days of receiving a product that is confirmed by our technical support team to have critical failures, manufacturing defects, or any functionality issues.
- Within 14 calendar days of receiving a product that has sustained substantial damage in transit, provided that the damage proof issued by the carrier can be provided to Snapmaker.
- Within 14 calendar days of receiving a product that is unopened, unactivated, and is still in its new condition.
The restocking fee will be charged in three cases, which typically costs 10% of the retail price. If you return a product based on a reported issue, the product will be inspected before the refund is processed. and the rest will be refunded after the product inspection.
If the returned product is confirmed to have no such issue as reported after all appropriate tests are conducted by Snapmaker, Snapmaker will charge the shipping fee for each returned item. The shipping fee will be deducted from the total refund amount.
Shipped goods have to be returned to our warehouses/designated places before we proceed with the refund.
In the event that a customer requests a return, it is important to note that any damage caused during the transportation process due to improper packaging will be the responsibility of the customer. We highly recommend customers to retain the original packaging box and packaging materials whenever possible. This will help ensure the safety and protection of the product during transportation.
We will deduct related costs for any missing parts, such as accessories, cables, or filaments, from the total refund amount. In the event that a package is damaged during the return process due to improper packaging by the user, the damaged portion will need to be compensated by the user based on the actual value of the goods.
You should bear all the shipping charges caused if you request to return a non-defective item within 14 calendar days of receiving the product.
Unfortunately, Snapmaker will not provide return service under any of the following circumstances:
- The return request is beyond 14 calendar days of receiving a product.
- The received product does not include accessories, cables, filaments, manuals, or any items which are not new or in like-new condition, i.e. with cracks, dents, or scratches.
- Snapmaker identifies, through evaluation and testing, that the defect(s) or malfunction (s) are caused by the user's error, such as dropping to the ground, supplying wrong voltages, water damage, etc. Then if you request the non-defective products to be shipped back to you, the shipping cost is supported by you.
- The product is found to have no defects after all appropriate tests are conducted by Snapmaker.
- The purchase receipt, invoice, or other relevant paperwork is not provided or is reasonably believed to have been forged or tampered with.
- Proof of damage during the transit issued by the carrier can not be provided.
