Refund policy
We highly value customer service and strive to provide excellent service to ensure your satisfaction. And we understand the importance of customer service in establishing and maintaining good customer relationships. Our team is dedicated to assisting and supporting you with any issues or needs you may have.
PART 1: Return & Exchange Policy
ujoybio3d returns and exchange policy only applies to products you purchase from the ujoybio3d official website. If you have any problems with your order, please send it to our Customer Service Team with your order ID. If your product was purchased through a third-party website or other purchasing channel (e.g. retailer) and you need to follow their policy, please contact them directly for assistance. If you require technical support, please contact our after-sales team with the SN code (located on the machine) and your order ID and we will be glad to assist you.
Please note:
① Please do not return the product without our confirmation. We do not accept self-pick-up or freight-to-pay shipping.
② To prevent any damage during transportation, please use the original packaging box and packaging materials to send the product back. Otherwise, any loss caused by not using the original packaging and materials will be your responsibility.
③ We will inspect the returned items, and if they meet the return and exchange criteria, we will issue a refund or replacement (ujoybio3d only supports refunds for the original order amount or reshipment fee of the product; local customs duties or other fees incurred during transportation are not included). If the returned items do not meet the inspection standards and have already been shipped to ujoybio3d's warehouse, ujoybio3d reserves the right to refuse the refund or exchange, and you will be responsible for any costs incurred from the return.
④ The return process will be completed within 7 business days after receiving the returned items. Please stay in touch and check your email regularly to ensure we receive the returned item correctly. If the returned items have been used, damaged, or are missing any parts, we may deduct a portion of the refund amount to cover the loss in value.
⑤ If a refund is issued for your order, fluctuations in the exchange rate between the payment date and the refund date may result in a slight difference between the refunded amount and the original payment amount. For further details, please consult your payment bank.
1. 14-Day No Reason Return and 21-Day After-Sales Guarantee(time limit for return or exchange)
If you need to return the product for your own reasons such as dissatisfaction, unwanted, wrong purchase, etc., please return the product and related accessories, packaging, gifts (if any), in good condition without affecting the secondary sales to us within 14 days from the date of signing receipt, and we will refund after confirming the product.
*Since there is no quality problem with the product, you need to bear the return costs.
If the product does not conform to the original description of the product in one or more important aspects, please contact us within 7 days from the date of signing for the product, and we will exchange or return the product after confirming it.
Please use the product according to the instruction guide after signing the receipt, if there is any quality problem with the product that is not caused by human factors, please contact our customer service team within 30 days from the date of signing the receipt and send back the product according to the return process, we will conduct an after-sale inspection of the product and refund or exchange after confirming.
Note on cross-border fees: If the address of your return or reissue package is not the address of the original order, the additional transportation costs (freight, taxes, etc.) incurred will be borne by you.
2. Replacement or Return services will not be provided under the following circumstances:
Beyond the time limit for return or exchange.
Legal proof-of-purchase, order ID, receipts, or invoices are not provided, or are reasonably believed to have been forged or tampered with.
Products sent to ujoybio3d for replacement do not include all original parts, accessories, and packaging, or contain items damaged due to user error.
ujoybio3d conducted an after-sales inspection and found that the product had no quality problems or defects.
Any malfunction or damage of the product is caused by not following the instruction manual, improper installation and operation, incorrect use or self-modification of the product, including but not limited to moisture, mold, overuse, and entry of foreign substances (e.g. water, oil, sand, etc.).
Signs of tampering or alteration of product labels, SN code, watermarks, etc.
Damages caused by uncontrollable external factors, including fire, flood, strong winds, or lightning strikes.
Failure to return the product to ujoybio3d within 7 business days after the replacement has been confirmed by ujoybio3d.
Inability to provide evidence of damage during transportation or images/videos showing the machine's malfunction.
Product failure or damage caused by unauthorized repair.
All exchanges will be processed after the warehouse confirms receipt of the returned items.
3. Shipping costs should be covered by the buyer in the following situations:
Buyer requested a return due to his or her own reasons (the product has no quality issues)
The returned product is not consistent with the returned product communicated by ujoybio3d.
Returning a product that was claimed to be defective but was found to be in working condition by ujoybio3d's quality control.
The product was damaged during the return process.
Any returns made outside of the approved warranty process
PART 2: REPAIR POLICY
This warranty policy applies to products purchased through ujoybio3d or an ujoybio3d authorized dealer and is valid during the warranty period.
Please note that unauthorized repairs and modifications may invalidate the product warranty and further increase the cost of repairs. Therefore, please always seek ujoybio3d's designated after-sales service center or authorized dealers for repairs when repairs are required to avoid additional expenses and possible risks.
The warranty periods may vary for different products and components. The warranty period for the complete machine is one year (excluding gifted machines and second-hand machines).
If you have a quality problem with your machine and replace it within the warranty period, the warranty period will be suspended during the waiting period for the replacement and will continue to run when you receive the replacement item. However, please note that the warranty period of the replacement item or accessory will be the same as the remaining warranty period of the original item.
*Warranty terms for other regions: If the consumer protection laws or regulations in your country differ from the warranty period specified by us, we will provide after-sales service in compliance with the local regulations based on your country's warranty terms.
Prerequisites for Obtaining After-Sales Service:
1. Buyer must provide proof of purchase, invoice or receipt, and order number;
2. The product has not been artificially damaged or modified or modified without permission;
3. The customer's operation meets the requirements of the product instruction manual and does not violate the terms of use;
4. The accessories and peripherals used by the customer meet the requirements of the product and do not cause damage to the product;
5.It is necessary to provide the SN code of the defective product or visible evidence describing the defect;
What Will UJOYBIO3D Do
ujoybio3d will diagnose and resolve your issue via email within one business day. The after-sales service team may provide guidance on downloading and installing specific software updates for you. If your problem cannot be resolved through email or software updates and falls within the warranty coverage, ujoybio3d will arrange the free replacement of the necessary parts for you.
For warranty claims related to quality issues, ujoybio3d will strive to meet your demands. If the after-sales engineer determines that the product is unusable, ujoybio3d will provide product reissue or refund.
*Please note that processing warranty claims may require various types of purchase proof (e.g., payment receipts and confirmation of original shipping address).
Purpose of Personal Contact Information
By obtaining after-sales service under this policy, you authorize ujoybio3d to have access to your contact information, including your name, phone number, shipping address, and email address.
Please rest assured that this information will only be used for communication regarding after-sales issues, and ujoybio3d will not send you spam emails or disclose your personal information.
PART 3: NON-WARRANTY TERMS
The following situations are not covered by the warranty:
- Beyond the warranty period.
- Free products.
- Second-hand products.
- Unable to provide valid proof of purchase, order number, receipt or invoice, etc., or have reason to believe that they are forged or tampered with.
- Any fault or damage of the product is caused by unauthorized use or modification of the product, including but not limited to: moisture, entry of foreign bodies (water, oil, sand, etc.), or improper installation or operation.
- Product labels, serial numbers, etc. show signs of tampering or alteration.
- Malfunctions or damages caused by force majeure events (such as fire, earthquake, flood, etc.).
- Product failure or damage caused by unauthorized repair.
- Normal discolouration, wear and tear or depletion of the merchandise during use.
- Cross-regional use of the machine. (ujoybio3d machines have strict regional restrictions on their use, so if you have purchased a version of the machine that does not allow you to use the ujoybio3d cloud feature properly in your country, this is not a quality issue and is not included in the scope of repairs.)
UJOYBIO3D reserves the right to update or modify this policy at any time. We are committed to safeguarding the after-sales rights of every customer, and all orders purchased through the ujoybio3d website or app are protected under this policy.
Return Address:
Please contact our Customer service at sales@ujoybio3d.com to get the return address.
*UJOYBIO3D will reserve the right of final interpretation of the above service policy.