Política de reembolso

This policy explains how returns, exchanges, refunds, repairs, and warranty services are handled for products purchased from the HeyGears online store.

If you need to return a product, please contact our support team at contact@heygears.com. We will review your request within 1 business day and provide the applicable return instructions and return address. After we receive and inspect the returned product, we will issue the refund to your original payment method within 7 business days if the return is approved

Please do not send products back to the original shipping address, any office address, warehouse address, or any other address without prior authorization from HeyGears. Unauthorized returns may be refused, delayed, or unable to be processed.

Quick Links:
General Terms | Return Request Process | Return Policy | Exchange Policy | EU/EEA Right of Withdrawal | Warranty Policy | Warranty Period | Contact Information

I. General Terms

1. This policy applies only to products purchased from the HeyGears online store.
2. Products purchased through other channels, including but not limited to unauthorized resellers, second-hand marketplaces, private transactions, rental arrangements, or third-party platforms, are not covered by this policy. For such products, please contact the original seller or platform for the applicable after-sales terms.
3. To request a return, exchange, repair, or warranty service, you may be required to provide valid proof of purchase, including but not limited to an order confirmation, invoice, receipt, or other purchase record.
4. If the product nameplate, serial number, anti-tamper label, or other identification mark is missing, altered, damaged, or unreadable, HeyGears may be unable to provide after-sales service.
5. If your purchase is governed by a separate written agreement and that agreement contains specific return, exchange, repair, or warranty terms, the terms of that agreement shall prevail where applicable.
6. If any part of this policy conflicts with mandatory local laws or regulations in your place of purchase, the applicable local laws and regulations shall prevail.
7. For returns, exchanges, or repairs, please send the product back in its original packaging whenever possible to avoid damage during shipping. We recommend that you keep the original packaging properly. If any damage occurs due to improper packaging, you will be responsible for the associated costs, where permitted by applicable law.
8. HeyGears will inspect the returned product after receipt. If any item is missing, or if the product’s physical condition or functionality has been affected by misuse, accidental damage, improper handling, or unauthorized modification, you may be responsible for the related losses, where permitted by applicable law.

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II. Return Request Process

1. Contact HeyGears support at contact@heygears.com and provide your order number, proof of purchase, product details, and the reason for your return request.
2. If the product is damaged, defective, or has a suspected quality issue, please provide clear photos, videos, or other relevant evidence.
3. HeyGears will review your request within 1 business day.
4. If your return request is approved, our support team will provide the applicable return instructions and return address.
5. Please ship the product back according to the return instructions provided by HeyGears support. Do not ship the product back without prior authorization.
6. After HeyGears receives and inspects the returned product, we will issue the refund to your original payment method within 7 business days if the return is approved. Depending on your bank, card issuer, or payment provider, it may take additional time for the refund to appear in your account.

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III. Return Policy

Except for tools and complimentary items, eligible products may be returned within the specified return window, provided that they meet the applicable return conditions.

1. Return Window

2. Return Period

1. Once your return request is approved, the return shipping period starts on the following day.
2. The return shipping period is 14 days.
3. Please ship the product back within the applicable return shipping period according to the return instructions provided by HeyGears support.
4. After HeyGears receives and inspects the returned product, we will issue the refund to your original payment method within 7 business days if the return is approved, unless otherwise required by applicable law.

3. Applicable Conditions

A product intended for return must meet the following conditions. If the returned product does not meet these requirements, the return request may be rejected, and any related losses will be borne by you, where permitted by applicable law.

1. Reflex series printing materials, consumables, and wear items

• The packaging, promotional gifts, and instruction manuals are complete, with no missing items.
• The product remains unopened, and its appearance is intact and in a condition suitable for resale.
• There is valid proof of purchase.
• The product is non-customized.

2. Other products

• The accessories, packaging, promotional gifts, and instruction manuals are complete, with no missing items.
• The product is functioning properly and its appearance is intact and in a condition suitable for resale.
• There is valid proof of purchase.
• The product is non-customized.

The above conditions do not limit any mandatory statutory rights you may have under applicable consumer protection laws.

4. Return Shipping Cost

1. For returns not caused by product defects, including personal reasons such as ordering the wrong product, changing your mind, or no longer wanting the product, you are responsible for the return shipping costs.
2. If the product is damaged during shipping or has a manufacturing defect or other issue not caused by misuse, you may request a return within the return period and provide relevant evidence. If the product is returned from the original country or region of purchase, HeyGears will cover the applicable return shipping costs.
3. If the product is returned from a different country or region, you are responsible for any additional shipping costs, unless otherwise required by applicable law.
4. If you do not provide relevant evidence, your return request may be rejected, or you may be required to cover the return shipping costs.

5. Refunds

1. After receiving and inspecting the returned product, HeyGears will issue the refund to your original payment method within 7 business days if the return is approved, unless otherwise required by applicable law.
2. Depending on your bank, card issuer, or payment provider, it may take additional time for the refund to appear in your account.
3. If the returned product is missing items, or if its physical condition or functionality has been affected by misuse, accidental damage, improper handling, or unauthorized modification, HeyGears may deduct the corresponding amount from the refund, where permitted by applicable law.
4. Refunds for approved returns will be issued to the original payment method.
5. If a promotional gift or complimentary item was included with your order, it must be returned together with the product. If it is not returned, HeyGears may deduct its corresponding value from the refund, where permitted by applicable law.

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IV. Exchange Policy

Except for tools and complimentary items, if the purchased product is damaged during shipping or has a manufacturing defect or other issue not caused by misuse, you may request an exchange within the exchange window.

1. Exchange Window

2. Applicable Conditions

A product intended for exchange must meet the following conditions. Failure to meet these requirements may result in the rejection of your exchange request, and you may be responsible for any related losses, where permitted by applicable law.

1. Reflex series printing materials, consumables, and wear items

• The packaging, promotional gifts, and instruction manuals are complete, with no missing items.
• The product remains unopened, and its appearance is intact and in a condition suitable for resale.
• There is valid proof of purchase.
• The product is non-customized.

2. Other products

• The accessories, packaging, promotional gifts, and instruction manuals are complete, with no missing items.
• There are no signs of misuse, accidental damage, improper handling, or unauthorized modification.
• There is valid proof of purchase.
• The product is non-customized.

3. Exchange Shipping Cost

If the product is damaged during shipping or has a manufacturing defect or other issue not caused by misuse, you may request an exchange within the exchange period and provide relevant evidence. HeyGears will cover the applicable exchange shipping costs if the product is returned from the original country or region of purchase. If the product is returned from a different country or region, you are responsible for any additional shipping costs, unless otherwise required by applicable law. If you do not provide relevant evidence, or if HeyGears determines after inspection that the product does not have a quality issue or that the issue was caused by misuse, accidental damage, improper handling, or unauthorized modification, your exchange request may be rejected, or you may be required to cover the shipping costs.

4. Exchange Shipment

For approved exchanges, HeyGears will ship the replacement product as soon as the returned item is received and the exchange is approved.

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V. EU/EEA Consumers – Right of Withdrawal

For physical goods, the withdrawal period starts on the day you, or a third party designated by you other than the carrier, receive the goods. If your order is delivered in multiple shipments, the withdrawal period starts on the day you receive the last item.

To exercise your right of withdrawal, please contact us at contact@heygears.com or submit a withdrawal request through our official withdrawal request page before the withdrawal period expires. Please include your order number, contact information, and a clear statement that you wish to withdraw from your purchase.

After we receive your withdrawal or return request, we will provide return instructions, including the applicable return address and any required return authorization information. Please do not return products to any office address, warehouse address, or original shipping address without prior authorization from HeyGears.

Unless the product is defective or HeyGears agrees otherwise, you are responsible for the direct cost of returning the goods for withdrawal returns. For defective, damaged, or non-conforming products, return shipping costs will be handled in accordance with applicable consumer protection laws and HeyGears’ return instructions.

You must send back the goods within 14 calendar days from the date you inform us of your decision to withdraw. We recommend using the original packaging and a trackable shipping method.

You are responsible for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

For eligible EU/EEA withdrawal returns, we will reimburse the eligible payments without undue delay and no later than 14 calendar days from the day we are informed of your decision to withdraw. We may withhold reimbursement until we have received the returned goods or until you provide evidence that you have sent the goods back, whichever occurs first.

Refunds will be issued to the original payment method unless otherwise agreed. Standard delivery fees will be refunded where required by applicable law. If you selected a delivery method more expensive than the standard delivery option, the additional delivery cost may not be refundable, unless otherwise required by applicable law.

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VI. Warranty Policy

1. Warranty Repair within the Warranty Period

During the warranty period, HeyGears will provide free repairs for products that, after inspection, are found to have defects caused by equipment, software, materials, or other issues not caused by misuse.

For consumers in the European Union or European Economic Area, this commercial warranty is provided in addition to, and does not limit, any statutory consumer rights or legal guarantee rights under applicable consumer protection laws.

2. Paid Repair

Once the warranty period has expired, or if HeyGears determines after inspection that the issue is not caused by an inherent product defect, paid repair services may apply in the following situations:

1. The issue is caused by failure to follow HeyGears’ recommended operating instructions.
2. The issue is caused by unauthorized disassembly, repair, or modification by you or a third party.
3. The issue is caused by using non-HeyGears-certified third-party products, including forming platforms, release films, or other accessories.
4. The malfunction is caused by the usage environment not meeting the requirements of HeyGears, such as avoiding direct sunlight, maintaining a temperature range of 18–25°C, and a relative humidity level below 50%.
5. The issue is caused by external events beyond HeyGears’ control, such as fire, flooding, severe weather, power outages, war, or similar events.

3. Shipping Cost

You must send the product to a HeyGears service center for repair according to the instructions provided by HeyGears support. For repairs covered by warranty, shipping costs, parts costs, and repair fees will be covered by HeyGears. If you return the product from a location other than the original country or region of purchase, you are responsible for any additional shipping costs, unless otherwise required by applicable law. For repairs outside the warranty scope, you are responsible for all shipping costs, parts costs, and packaging fees.

4. Additional Notes

1. 3D printers and post-processing devices repaired during the warranty period will remain covered by the original warranty for the remaining warranty period.
2. Parts replaced during out-of-warranty repairs are covered by a 3-month warranty starting from the date you receive the repaired device.
3. The warranty period for 3D printers is tied to the device serial number, and the warranty period linked to the device serial number shall prevail.
4. This warranty does not affect any mandatory statutory consumer rights under applicable laws.

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VII. Warranty Period

Note:

1. The above warranty period starts from the day following the receipt of the product.
2. The warranty period of printing materials shall be subject to the product labels.

Device

Accessories

Consumables

Printing Material

Tools/ complimentary items/spare parts

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VIII. Contact Information

If you encounter any issues with your product or need help with a return, exchange, refund, repair, or warranty request, please contact us:

Email: contact@heygears.com

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IX. Policy Updates

HeyGears reserves the right to revise this policy from time to time, where permitted by applicable law. Updates to this policy will be posted on the official HeyGears online store. The updated policy will take effect from the date of publication, unless otherwise stated or required by applicable law.