Return for Non-Defective Reason
According to the Consumer Protection Act, you have the option to request a refund within a period of 13 days. However, please note that the refund does not cover the shipping fees and tax/VAT charges. To initiate the refund process, you need to submit a request to the Phrozen Support Center within this 13-day timeframe. It is important to ensure that the product is returned in its original condition, and the entire batch order must be sent back.
Please note that Phrozen Tech cannot provide returns or refunds for the following products:
- Products that cannot be restored to their original condition (such as resin printer has started a printing session or resins that have been opened.)
- Slicing software.
Product Dead on Arrival (DOA) Return
If you find any damage to the product upon receipt, please contact Phrozen Support Center within 14 days to report the problem and provide an unboxing video as evidence. Phrozen Tech will provide product dead on arrival (DOA) service based on the information obtained. If no unboxing video is provided, Phrozen Tech will provide warranty repair service. Additionally, if you find any issues with the appearance or functionality of the product within 14 days of receipt, and the product can be restored to its original state (e.g., no printing performed on the resin printer and resin has not been opened), please contact Phrozen Support Center immediately.
Phrozen Support Center will determine whether the product belongs to the product damaged on arrival DOA category and provide you with the following options:
- Return: Apply for a product return, but you do not need to pay any shipping fees.
- Exchange: Phrozen Tech will replace the damaged product for you free of charge, and you do not need to pay any shipping fees.
- Repair: Service will be provided according to the repair policy
Once you submit a return request, Phrozen Support Centerr will confirm via email if your request meets the conditions. If it meets the conditions, the support staff will further verify the return details and shipping arrangements with you. When returning the product, please use the original packaging to ensure the integrity of the item and return all products listed in the order.
After Phrozen Tech receives your returned product, the support staff will inspect it to confirm if it meets the return requirements and the agreement that the product can be restored to its original condition (e.g., no printing performed on the resin printer and resin has not been opened). If the returned product does not meet the agreement that the product can be restored to its original condition, then additional fees may be applied.
After the product inspection is completed, the customer service representative will inform you of the return evaluation result and proceed with the refund process via email. The refund amount will be deducted from the cost required to restore the product to its original condition, and the payment will be refunded to you according to the original payment method. If you paid by credit card, the refund may take longer due to different issuing banks' refund processing time.