Return
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@sovol3d.com.
If your return is accepted, we’ll send you a return shipping label as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
14-Day Money-Back Guarantee
Undamaged products may be returned for a full refund for any reason within 14 days of the date of purchase. Once the returned item arrives back in Sovol’s warehouse for inspection, the refund process will begin.
- Returns must include all accessories.
- Items must include original packaging.
- For non-quality related warranty claims, buyer is responsible for shipping costs.
- For warranty claims not related to quality, Sovol will refund the cost of the product itself (excluding order shipping costs).
- Returns may be rejected if items do not meet the above requirements.
Refund requests for the 14-day money-back guarantee expire 14 days after opening a warranty claim. It is not possible to process a request for a refund for non-quality issues for items that have expired this 14-day window.
How do I return an item?
- Please reach out to Sovol customer support to initiate a return. Please state the reason for the return and provide an invoice or screenshot to confirm the order number.
- Sovol Support will share the corresponding return address with you within 48 working hours. We can provide you with logistics labels at the same time, but for returns not due to quality reasons, we will deduct the shipping costs incurred by the return when refunding.
- In order to process the refund in a timely manner, please be sure to send a return notice to Sovol. If you choose to return it yourself, it should include the following information:
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- Name of the courier
- Tracking number
How long does it take to get a refund?
Refunds will be issued once the item arrives at our warehouse, we will usually process the refund within 48 hours and notify you by email. PayPal can be credited immediately, credit card processing time typically takes 3-5 working days. The refund will be credited back using the same method as when your initial order was made.
Return Time:
Return time limit: Once the return is approved, the item must be returned within 15 days. If the 15-day time limit is exceeded, Sovol will no longer process the return.
※Failure to return the item within the specified time will be deemed as giving up the right to return.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exchanges
We will gladly provide a replacement in any of the following situations:
- Within 30 days of receiving the product, if the product was significantly damaged in transit, proof of damage from the carrier must be provided to Sovol.
- Within 30 days of receiving the product, if you received the wrong product.
- Within 30 days of receiving the product, if the product is seriously faulty or has a manufacturing defect.
- If parts are missing or damaged, Sovol will give priority to reissuing replacement parts.
Please note that in order to ensure that the product you request for replacement service is delivered intact, please note that all replacement products must be in the original packaging. Improper packaging may cause damage to the product and will be charged accordingly.
Once we agree to the replacement, the customer must send the product back within 15 days as instructed. Failure to do so will be deemed to have waived the right to replacement.
Shipping costs must be covered by buyer in the following situations:
- Returning products for any reason other than a proven defect.
- Buyers’ accidental returns.
- Returning personal items.
- Returning items claimed to have defects but found by Sovol quality control to be in working condition.
- Costs associated with unauthorized returns (any returns made outside of the approved warranty process).
Printer Packaging
Original packaging provides the best protection for the product, improper packaging may void the warranty and incur charges. Please package the product according to our instructions to prevent damage during shipping. Sovol will cover the return shipping costs for product quality issues during the warranty period, but you will be responsible for the packaging of the returned product and any damage during shipping caused by improper packaging. Therefore, we strongly recommend that you retain the original box and packaging materials of the product in case you need to return the product for warranty service.
Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember that it may also take some time for your bank or credit card company to process and issue your refund, usually 3-5 business days.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@sovol3d.com.
Sovol3d.com offers a simple and straightforward warranty to handle returns in the easiest way possible.
This limited warranty provided by sovol3d.com in no way affects a potential statutory warranty provided by law.
Warranty
- 3D Printers and Filament Dryer: 1 Year.
- Accessories: 1 month.
- Extruder Unit: 3 months.
*The print plates and nozzles are considered consumables and are not covered under warranty. Wear and tear due to prolonged use is considered normal unless the failure is caused by material or manufacturing defects. Damage to the appearance is also not covered by the warranty, and only plates with defects at the time of delivery are covered.
Eligibility Requirements:
You may make a request for product repair within the warranty period starting from the date of receipt and provide a valid purchase receipt, document and order number, as well as corresponding product information, fault information, etc.
The printer wasn't modified. (Including using the parts or firmware from the third party.)
The defective parts are not caused by incorrect operation or user error.
Process:
Please explain the problem with the product in detail, including product information, purchase information, fault description, and pictures/videos of the fault.
A technical support engineer will try to diagnose and resolve your issue via email or remote assistance.
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 14 days of purchase).
- Free products.
- Damage from outside sources.
- Damage from misuse of products.
Lifetime Customer Support
Sovol is committed to providing customers with long-term technical assistance and solutions. This typically covers everything from initial installation and configuration to ongoing maintenance, updates, and troubleshooting, ensuring customers receive continuous support throughout the entire product lifecycle.
- Technical Support: We provide solutions for technical issues, including software installation, hardware troubleshooting, and system configuration.
- Software Updates: Regular updates and version upgrades for the product or software, including the introduction of new features and the release of security patches.
- Compatibility Support: Ensuring the product remains compatible with new operating systems, hardware, or third-party software environments.
Note: Customers are responsible for the return shipping costs for returns that are not due to quality issues. After receiving return approval, customers may choose to return the item to the specified address at their own cost or request Sovol to provide a shipping label. However, the shipping fee will be deducted from the order amount during the refund process.
Support Email: info@sovol3d.com
