This Return & Refund Policy applies only to products purchased directly from the Snapmaker Official Online Store. Products purchased through authorized distributors, resellers, or third-party marketplaces are subject to the return and refund policies of the respective seller.
Nothing in this Return & Refund Policy limits, excludes, or replaces any mandatory statutory rights or remedies available to consumers under applicable law.
You may request to cancel your order at any time before it has been shipped by contacting our Customer Service Team. We will make every reasonable effort to process your cancellation request before your order enters the shipping process.
Please note that once your order has been packed or transferred to our logistics partner for shipment preparation, it may no longer be possible to cancel the order, even if the order status has not yet been updated to Shipped.
If your cancellation request is received after your order has entered the shipping process, the order may no longer be eligible for cancellation. In such cases, you may request a return after receiving the product in accordance with this Return & Refund Policy.
Where permitted by applicable law, if your order has already been shipped before we receive your cancellation request, the actual outbound shipping costs incurred by Snapmaker may be deducted from your refund. For orders that qualified for free shipping, any applicable deduction will be based on those outbound shipping costs.
If you refuse delivery of a shipped order, the reasonable outbound shipping costs, together with any reasonable additional costs actually incurred by Snapmaker as a result of the refused delivery (if applicable), may also be deducted from your refund, where permitted by applicable law.
Unless otherwise required by applicable law, any eligible refund will be processed only after the returned product has been received at the return location designated by Snapmaker, and the return inspection has been completed.
For clarity, the outbound shipping costs described in this section relate only to the shipment of the product to you and are separate from any return shipping costs that may apply after delivery.
If your cancellation request is successfully processed before shipment, your refund will be issued to the original payment method used for the purchase (such as a credit card or PayPal).
Depending on your payment provider, it may take up to 5 business days for the refunded amount to appear in your account.
We hope you are satisfied with your purchase. However, if you are not completely satisfied, you may request a return in accordance with the conditions set out below.
Subject to the terms of this Return & Refund Policy, the following return requests may be accepted:
Defective or non-conforming products: Within 14 calendar days after delivery, if you request a return under this Policy. This contractual return period does not limit any statutory rights or remedies available under applicable law.
Products damaged during transit: Within 14 calendar days of receiving a product that was damaged during transit, provided that reasonable evidence of the transit damage (such as photographs of the product, packaging, and shipping label) is provided.
Unopened products: Within 14 calendar days of receiving a product that is unopened, unused, and in new condition.
Opened but unassembled products: Within 14 calendar days of receiving a product that has been opened but not assembled, provided that it remains in new condition and shows no signs of use.
Where permitted by applicable law, if a returned product has been handled beyond what is reasonably necessary to establish its nature, characteristics, and functioning, Snapmaker may assess the returned product and apply a reasonable reduction to the refund to reflect the actual loss in the product's value.
The assessment will generally be based on the condition of the returned product, as set out below.
| Product Condition & Assessment Criteria | Value Depreciation | Return Shipping |
|---|---|---|
| Unopened, unused, and in new condition • Product remains unopened, unused, and in resalable condition. |
No value depreciation will be charged. | Customer is responsible for the reasonable return shipping costs, unless otherwise required by applicable law. |
| Opened but not assembled, remaining in new condition and showing no signs of use • Product has been opened for inspection only and shows no signs of assembly or use. |
No value depreciation will be charged. | Customer is responsible for the reasonable return shipping costs, unless otherwise required by applicable law. |
| Opened and assembled – Assessment Level 1 (Minor Value Depreciation) Applies where all of the following conditions are met: • Minor signs of use on the printer body, nozzle, or build plate. • All key accessories are included. • Original packaging is complete. |
Up to 7% of the product's purchase price. | Customer is responsible for the reasonable return shipping costs, unless otherwise required by applicable law. |
| Opened and assembled – Assessment Level 2 (Moderate Value Depreciation) Applies where any of the following conditions exist: • Visible scratches or dents on the printer body, nozzle, or build plate. • Residual printing materials, adhesives, lubricants, or other stains that cannot be removed through normal cleaning. • One or two key accessories are missing while the original packaging remains complete. |
Up to 9% of the product's purchase price. | Customer is responsible for the reasonable return shipping costs, unless otherwise required by applicable law. |
| Opened and assembled – Assessment Level 3 (Significant Value Depreciation) Applies where any of the following conditions exist: • The original packaging is severely damaged or missing. • Three or more key accessories are missing. In either case, the condition materially reduces the product's resale value. |
Snapmaker will assess the returned product and determine the appropriate reduction based on the actual loss in the product's value. | Customer is responsible for the reasonable return shipping costs, unless otherwise required by applicable law. |
| Products Outside the Above Assessment Criteria This category includes returned products whose condition falls materially outside the assessment criteria above, including, but not limited to: • Severe physical damage. • Excessive wear. • Missing major components. • Missing key accessories. • Any other condition that materially affects the product's condition or resale value beyond the assessment criteria above. |
Snapmaker will assess the returned product and determine the appropriate reduction based on the actual loss in the product's value. | Customer is responsible for the reasonable return shipping costs, unless otherwise required by applicable law. |
| Returns Due to a Confirmed Product Defect or Non-Conformity Reasonable assembly, installation, inspection, testing, or troubleshooting carried out solely for the purpose of verifying the reported issue will not, by itself, be treated as a basis for value depreciation. |
No value depreciation will be charged for such reasonable handling. | Snapmaker will arrange or reimburse reasonable return shipping costs where required by applicable law or under Snapmaker's applicable warranty policy. |
The applicable assessment level and any resulting reduction will be determined based on the overall condition of the returned product and the actual loss in its value.
The percentages above are provided as general assessment guidelines only and do not constitute fixed charges. Any reduction will be reasonable and proportionate and will not exceed the actual loss in the product's value.
Where a returned product falls outside the assessment criteria above, Snapmaker will assess the product individually based on its actual condition and the resulting loss in value, where permitted by applicable law.
Unless otherwise required by applicable law or expressly provided under Snapmaker's applicable warranty policy, outbound shipping costs (incurred before delivery) and return shipping costs (incurred after delivery) are separate charges that arise at different stages of the order process. The applicable charges depend on the circumstances of cancellation or return.
Return Shipping Costs: For returns that are not due to a confirmed product defect or non-conformity, the customer is responsible for the return shipping costs.
Designated Return Address: Returned products must be shipped to the warehouse or return location designated by Snapmaker. Refunds cannot be processed until the returned product has been received and the return inspection has been completed.
Packaging Requirements: Customers are responsible for ensuring that returned products are securely packaged for transportation. If a returned product is damaged during return shipping as a result of inadequate packaging or improper handling by the customer, any resulting loss in the product's value may be reflected as a deduction from the refund amount.
Refund Deductions: Where permitted by applicable law, the final refund amount may include one or more of the following deductions:
Returns Not Meeting the Approved Conditions: If the returned product does not correspond to the approved return request or otherwise fails to satisfy the applicable return conditions, Snapmaker may, where permitted by applicable law, reject the return or adjust the refund in accordance with this Return & Refund Policy.
Additional Shipping Costs: Unless otherwise agreed by Snapmaker or required by applicable law, customers are responsible for any reasonable additional shipping costs actually incurred as a result of:
Except where otherwise required by applicable law, Snapmaker may decline a return request under the following circumstances:
The return request is submitted more than 14 calendar days after the product has been delivered, except where the customer is exercising statutory rights or remedies available under applicable law.
The product has been damaged as a result of misuse, abuse, improper installation, accidental damage, unauthorized repair or modification, use with an incorrect power supply, liquid damage, or any other cause not attributable to a manufacturing defect or other non-conformity.
After reasonable inspection and appropriate testing, Snapmaker is unable to confirm the reported manufacturing defect, functional defect, or other non-conformity.
The customer is unable to provide reasonable evidence supporting a claim for damage in transit.
Proof of purchase or other supporting documentation is missing, has been altered, or is reasonably believed to be fraudulent.
The returned product does not correspond to the approved return request or contains products, parts, or accessories that were not originally supplied by Snapmaker.
The product has been handled beyond what is reasonably necessary to establish its nature, characteristics, and functioning. Where permitted by applicable law, any refund may be reduced to reflect the resulting loss in the product's value.
To request a return or refund, please complete the Return/Refund Request Form by clicking here.
Our Customer Service Team will review your request and normally respond within 1–2 business days after receiving all information reasonably required to assess your request.
If additional information or supporting documentation is reasonably required, we may contact you before approving the return request.
If your return request is approved, Snapmaker will provide detailed return instructions, including the designated return address and any additional requirements applicable to your return.
Unless otherwise agreed by Snapmaker or required by applicable law, you must ship the product within 7 business days after receiving the return instructions.
If you require additional time for reasonable circumstances, please contact Snapmaker before the above period expires. Where appropriate, Snapmaker may agree to extend the return period.
If the product is not shipped within the applicable return period and no extension has been agreed, Snapmaker may close the return request.
Products returned without prior authorization from Snapmaker may be refused or may experience delays in processing.
After the returned product has been received at Snapmaker's designated warehouse, Snapmaker will inspect the returned product within a reasonable time to verify:
Refunds will be issued using the original payment method used for the purchase, unless otherwise required by applicable law or otherwise agreed between you and Snapmaker.
Depending on your payment provider, additional processing time may be required before the refunded amount appears in your account.
Nothing in this Return & Refund Policy limits or excludes any statutory rights or remedies available to consumers under the applicable laws of their country or region.
This Return & Refund Policy is intended to supplement, and not replace, any mandatory rights or remedies provided under applicable consumer protection laws. Where any provision of this Return & Refund Policy conflicts with applicable mandatory law, the applicable law will prevail to the extent of the conflict.
If any provision of this Return & Refund Policy is found to be invalid, illegal, or unenforceable under applicable law, the remaining provisions shall remain valid and enforceable to the fullest extent permitted by applicable law.
Snapmaker reserves the right to update this Return & Refund Policy from time to time. Any revised version will apply only to orders placed after the revised policy becomes effective, unless otherwise required by applicable law.