Politique de remboursement

 If you need to return the product, please get in touch with customer service contact@heygears.com. We will process your request within 1 business day. After receiving the returned products, we will refund you within 7 business days through the original payment method. Customer service will communicate with you about the return address.

Please do not send the items back to the shipping address directly.

I. General Terms

  1. The following terms can only apply to products purchased from HeyGears online store (store.heygears.com) or HeyGears authorized agents. If the buyer fails to provide valid proof of purchase, including invoice, receipt, and warranty card, or there are signs of tampering on the product nameplate, serial number, anti-tamper mark, etc., HeyGears may refuse to provide after-sales service.
  2. For product return, replacement, and repair, contact the direct seller first for after-sales service, or contact HeyGears customer service ( +1 949-418-9418 ) for consultation. If the product is purchased through a contract and the terms of return, exchange, and repair are separately stipulated, the contract shall prevail. 
  3. If the service terms specified here conflict with local laws and regulations, local laws and regulations shall prevail.
  4. The buyer shall be responsible for the integrity of products during return transit. We suggest the buyer keep the original packaging for possible return.
  5. Please note that for customers outside of our regular sales regions, we offer limited after-sales service. If you need to return, exchange, or repair your product, you will be responsible for the shipping costs from your location to the original shipping address. 

Ⅱ. Refund and Exchange Policy

The following policy applies to printers, washing units, and curing units. For accessories and consumables, please refer to the Warranty Policy.
Products may be returned within 14 calendar days and exchanged within 30 calendar days from the date of receipt (based on delivery records or proof of purchase from offline stores).

  • If the product is damaged due to logistics issues or other non-human factors, HeyGears will cover the return shipping cost. Buyers must provide photo or video evidence of the issue. Without valid proof, HeyGears reserves the right to reject the return or exchange request.
  • If the return is due to personal reasons (not related to product quality), the buyer will bear the return shipping costs. Returned products must meet all of the following conditions:

Return/Exchange Eligibility Requirements

To qualify for a return or exchange, all of the following conditions must be met. Failure to comply may result in refusal of your request, and any related losses will be at your own expense.

  1. Reflex Series Materials, Consumables, and Wearable Parts

  • The original packaging, accessories, freebies, and manuals are complete and undamaged.

  • The product remains unopened and in unused, resaleable condition.

  • A valid proof of purchase is provided.

  • The product is not customized.

  1. Other Products

  • All accessories, packaging, freebies, and manuals are complete and undamaged.

  • The product is fully functional, visually intact, and in resaleable condition.

  • A valid proof of purchase is provided.

  • The product is not customized.

Ⅲ. Additional Information

  1. HeyGears will inspect the returned goods. For products missing in quantity or have appearance or function damage caused by human factors, HeyGears will deduct the corresponding amount from the refund.
  2. For product returns, HeyGears will refund according to the original payment method.
  3. For product exchange, HeyGears will arrange the shipment of new products after receiving the returned products.

Ⅳ. Warranty Policy

Note:
  1. The above warranty period starts from the day following the receipt of the product. If the product is purchased from a physical store, it starts from the day after the date shown on the purchase receipt.
  2. The warranty period of printing materials shall be subject to the product labels.
Device
Accessories

Consumables

Printing Material

Tools/ complimentary items/spare parts

Ⅴ. Warranty Coverage

  1. HeyGears provides free maintenance for product faults that meet the following conditions at the same time:
  • Product faults occur during the warranty period.
  • Product faults are caused by HeyGears hardware, software, resin material, and other non-human factors under normal operation.

      2. Depending on the following conditions, HeyGears can refuse to return or exchange the products, but may provide paid maintenance for defects outside the warranty period or not caused by product quality and logistics:

  • Product problems are caused by not following HeyGears instructions when operating or unauthorized disassembly of the equipment.
  • Product problems are caused by maintenance provided by unauthorized third parties.
  • Product problems are caused by uncontrollable external factors, including fire, flood, strong wind, lightning strikes, war, etc.
  • Product problems are caused by the use of non-HeyGears products (including third-party printing materials).
  • Product problems are caused by the use environment not meeting HeyGears’ requirements. 

Ⅵ. Repair Policy

1.Warranty Repair within the Warranty Period

During the warranty period, HeyGears will offer free repairs for products that, upon inspection, are found to have quality issues resulting from equipment, software, material defects, or other non-human-induced factors. 

2. Paid Repair

Once the warranty period has expired, or if HeyGears determines upon inspection that a product issue is not attributable to inherent quality problems, paid repair services will be provided under any of the following circumstances:

  1. The malfunction is caused by failure to adhere to the SOPs recommended by HeyGears;
  2. The malfunction is a result of unauthorized disassembly, repair, or modification of the device, carried out either by yourself or a third party;
  3. The malfunction is caused by using non-HeyGears certified third-party products (including printing materials, release films, etc.);
  4. The malfunction is caused by the usage environment not meeting the requirements of HeyGears (e.g., avoiding direct sunlight, maintaining a temperature range of 18–25°C, and a relative humidity level <50%);
  5. The malfunction is caused by uncontrollable external factors, including fire, floods, strong winds, lightning, war, etc.


3. Shipping Cost

You are required to send the product to HeyGears service center for repair. For repairs within the warranty scope, logistics costs, parts costs, and repair fees will be covered by HeyGears. If you are returning the product from a location other than the original country/region of purchase, the excess logistics costs will be borne by yourself. For repairs beyond the warranty scope, you are responsible for paying all logistics fees, parts costs, and packaging fees.


4. Additional Notes

  • 3D printers and post-processing devices repaired during the warranty period will still be covered by the remaining warranty services.
  •  Parts replaced during repairs out-of-warranty repairs are covered by a 3-month warranty, starting from the date the repaired device is received.
  • The warranty period for 3D printers is associated with the serial number, and the warranty period linked to the device's serial number shall prevail.