返金ポリシー
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 customer service team at contact@heygears.com. We will process your request within 1 business day. After receiving the returned product, we will issue the refund to your original payment method within 7 business days. Customer service will contact you with the applicable return address.
Please do not send the product back to the original shipping address directly. Please do not return products to 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
- This policy applies only to products purchased from the HeyGears online store.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- HeyGears will inspect the returned product after receipt. If any item is missing, or if the product’s appearance or function has been damaged due to human factors, you may be responsible for the related losses, where permitted by applicable law.
II. Return Request Process
- Contact HeyGears customer service at contact@heygears.com and provide your order number, proof of purchase, product details, and the reason for your return request.
- If the product is damaged, defective, or has a suspected quality issue, please provide clear photos, videos, or other relevant evidence.
- HeyGears will process your request within 1 business day.
- If your return request is approved, customer service will provide the applicable return instructions and return address.
- Please ship the product back according to the return instructions provided by HeyGears customer service. Do not ship the product back without prior authorization.
- 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.
III. Return Policy
Except for tools/freebies, other products may be returned within the specified return window, provided that they meet the applicable conditions.
1. Return Window
| Applicable Orders | Return Window | Start Date |
|---|---|---|
| Products purchased from the HeyGears online store | 14 days | From the day following the receipt of the product |
2. Return Period
- The return period starts from the day after both parties confirm the success of the return application.
- The return period is 14 days.
- Please ship the product back within the applicable return period according to the return instructions provided by HeyGears customer service.
- 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/quick-wear parts
- The packaging, freebies, and instruction manuals are complete without any missing parts.
- 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, freebies, and instruction manuals are complete without any missing parts.
- 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
- For returns not arising from quality defects, such as those caused by subjective reasons like purchasing the wrong product, disliking the product, changing your mind about the purchase, or being dissatisfied with it, the return shipping costs will be borne by you.
- If the product has defects caused by logistics issues or non-human-induced quality problems, you may apply for a return within the return period and provide relevant evidence. If the product is returned from the original country/region of purchase, the return shipping costs will be covered by HeyGears.
- If the product is returned from other countries/regions, the excess shipping costs will be borne by you, unless otherwise required by applicable law.
- If you fail to provide the relevant evidence, your return request may be rejected, or you may need to cover the return shipping costs at your own expense.
5. Refunds
- 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.
- Depending on your bank, card issuer, or payment provider, it may take additional time for the refund to appear in your account.
- If the returned product is missing items, or if its appearance or functionality has been damaged due to human factors, HeyGears may deduct the corresponding amount from the refund, where permitted by applicable law.
- For product returns, HeyGears will refund according to the original payment method.
- If a promotional gift, freebie, 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.
IV. Exchange Policy
Except for tools/freebies, if the purchased product is damaged due to logistics issues or has inherent quality problems, you are eligible to request an exchange within the exchange window.
1. Exchange Window
| Applicable Orders | Exchange Window | Start Date |
|---|---|---|
| Products purchased from the HeyGears online store | 30 days | From the day following the receipt of the product |
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 any related losses will be borne by you, where permitted by applicable law.
1. Reflex series printing materials, consumables/quick-wear parts
- The packaging, freebies, and instruction manuals are complete without any missing parts.
- 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, freebies, and instruction manuals are complete without any missing parts.
- There are no signs of human damage.
- There is valid proof of purchase.
- The product is non-customized.
3. Exchange Shipping Cost
If the product has defects caused by logistics issues or non-human-induced quality problems, you may apply for an exchange within the exchange period and provide relevant evidence. The exchange shipping costs will be borne by HeyGears. If the product is returned from the original country/region of purchase, the relevant shipping costs will be covered by HeyGears. If the product is returned from other countries/regions, the excess shipping costs will be borne by you. If you fail to provide the relevant evidence, or if HeyGears determines upon inspection that the product does not have quality issues or that the product defects are caused by human factors, your exchange request may be rejected, or you may need to cover the shipping costs at your own expense.
4. Exchange Shipment
Regarding exchanges, HeyGears will arrange for the shipment of a new product as soon as the returned item is received and the exchange is approved.
V. EU/EEA Consumers – Right of Withdrawal
If you are a consumer located in the European Union or European Economic Area and you purchase HeyGears products online, you have the statutory right to withdraw from your purchase within 14 calendar days without giving any reason.
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.
Your statutory consumer rights remain unaffected by this policy.
VI. Warranty 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.
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 upon inspection that a product issue is not attributable to inherent product quality problems, paid repair services will be provided under any of the following circumstances:
- The malfunction is caused by failure to adhere to the SOPs recommended by HeyGears.
- The malfunction is a result of unauthorized disassembly, repair, or modification of the device, carried out either by you or a third party.
- The malfunction is caused by using non-HeyGears certified third-party products, including forming platforms, release films, etc.
- 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%.
- The malfunction is caused by uncontrollable external factors, including fire, floods, strong winds, unexpected power outage, war, etc.
3. Shipping Cost
You are required to send the product to HeyGears service center for repair according to the instructions provided by HeyGears customer service. 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 you, unless otherwise required by applicable law. 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 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.
- This warranty does not affect any mandatory statutory consumer rights under applicable laws.
VII. Warranty Period
Note:
- The above warranty period starts from the day following the receipt of the product.
- The warranty period of printing materials shall be subject to the product labels.
Device
| Product Category | Covered Products | Warranty Period *Calculated from the date of receipt |
|---|---|---|
| 3D Printer | Reflex | 1-year Warranty *2-year warranty in EU countries |
| Reflex RS | ||
| Reflex Turbo | ||
| Reflex RS Turbo | ||
| Reflex 2 | ||
| Reflex 2 Pro | ||
| Cleaning machine | UltraCraft Wash | 1-year Warranty *2-year warranty in EU countries |
| Curing machine | UltraCraft Cure | 1-year Warranty *2-year warranty in EU countries |
| Supporting equipment | UltraCraft GreenPrint | 1-year Warranty *2-year warranty in EU countries |
| Function Add-ons | UltraCraft Pulsing Release Module | 180-day warranty *2-year warranty in EU countries |
| UltraCraft Pulsing Release Module 2 |
Accessories
| Product Category | Covered Products | Recommended service life | Warranty Period *Calculated from the date of receipt |
|---|---|---|---|
| LCD Screen | Reflex LCD Screen | / | 30-day warranty |
| Reflex RS LCD Screen | / | 90-day warranty | |
| Reflex Turbo LCD Screen | / | 90-day warranty | |
| RS Turbo LCD Screen | / | 180-day warranty | |
| Reflex 2/2 Pro LCD Screen | / | 1-year Warranty | |
| Other Accessories | Resin tank frame | / | 1-year Warranty |
| Temperature and Liquid Level Sensor | / | 1-year Warranty | |
| Photometer | / | 1-year Warranty | |
| Reflex 2/2 Pro Heating Scraper | / | 1-year Warranty | |
| Reflex 2/2 Pro Regular Scraper | / | 180-day warranty |
Consumables
| Product Category | Covered Products | Recommended service life | Warranty Period *Calculated from the date of receipt |
|---|---|---|---|
| Forming Platform | Reflex/RS, Reflex 2/2 Pro Forming Platform | 6 months | No Warranty Period |
| Resin Tank | Reflex/RS Standard/Pulsing Release Resin Tank(Film) | / | |
| Reflex 2/2 Pro Standard/Pulsing Release Resin Tank(Film) | / | ||
| Others | Washing Box | 3 months |
Printing Material
| Product Category | Covered Products | Warranty Period *Calculated from the date of Production |
|---|---|---|
| Printing Material | Reflex Series Resin | Subject to the expiration date marked on the bottle |
Tools/ complimentary items/spare parts
| Product Category | Covered Products | Warranty Period *Calculated from the date of receipt |
|---|---|---|
| spare parts | Repair spare parts | 3 months |
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
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.