1. Purpose

To standardize the operational procedures for return, exchange, and warranty services, ensure compliance with national “Three Guarantees” regulations and other applicable laws, unify service standards, improve issue resolution efficiency, and clearly define consumer rights protection rules (including return/exchange conditions and liability determination).

2. Scope

This policy applies to all domestic sales channels of SUNLU.

3. Responsibilities

3.1 Sales Support Department

Responsible for the formulation, revision, and execution of this policy and the implementation of return and exchange procedures.

3.2 Domestic E-commerce Center

Responsible for the communication and implementation of this policy.

3.3 SUNLU Domestic Sales Department

Responsible for the communication and implementation of this policy.

4. Definitions

None.

5. Procedures

5.1 After-Sales Service Notice

Please retain your original proof of purchase, invoice, and relevant documentation, as these serve as important evidence for warranty services.

5.2 Return Policy (Electronic Products)

Within 7 calendar days from the day following receipt of the product, return services are available through the original purchase channel if any of the following conditions apply:

5.2.1 Eligible Conditions

5.2.1.1 Product quality issues caused by non-human factors within 7 calendar days from receipt (customers may directly contact the store for after-sales service).

5.2.1.2 Returns due to personal reasons (e.g., dislike, ordering error, dissatisfaction), provided that the product packaging, accessories, gifts, manuals, and labels are complete, the product is unused, undamaged, and does not affect resale.

5.2.1.3 Incorrect product received or product significantly inconsistent with the description.

5.2.2 SUNLU Reserves the Right to Refuse Returns in the Following Cases

5.2.2.1 Exceeding the return period.

5.2.2.2 Failure to provide valid proof of purchase (order number, receipt, invoice), or evidence of forgery or alteration.

5.2.2.3 Returned products missing original accessories, attachments, or packaging, or containing user-caused damage.

5.2.2.4 After inspection, no quality defect is found.

5.2.2.5 Damage caused by failure to follow instructions, improper installation or use, unauthorized modification, including but not limited to moisture exposure, mold, overuse, or foreign object intrusion (water, oil, sand, etc.).

5.2.2.6 Tampering with or alteration of product labels or serial numbers.

5.2.2.7 Damage caused by force majeure (fire, flood, storm, lightning, etc.).

5.2.2.8 Failure to provide proof of transportation damage or images/videos showing malfunction.

5.2.2.9 Damage resulting from unauthorized repair prior to return.

5.2.2.10 Opened and used products affecting resale value.

5.2.2.11 Products not purchased from SUNLU official website or authorized channels, unless the original buyer submits the online request.

5.2.3 Buyer-Borne Shipping Costs

Shipping costs shall be borne by the buyer under the following circumstances:

5.2.3.1 Returns requested beyond the time limit due to personal reasons (non-quality issues).

5.2.3.2 Returned product inconsistent with the product communicated with SUNLU.

5.2.3.3 Returned product claimed as defective but found to be functional after inspection.

5.2.3.4 Damage occurring during return transportation.

5.3 Exchange Policy (Electronic Products)

Within 15 calendar days from the day following receipt, exchange services are available through the original purchase channel if any of the following conditions apply:

5.3.1 Eligible Conditions

5.3.1.1 Quality issues caused by non-human factors within 15 calendar days from receipt (customers may directly contact the store for after-sales service).

5.3.1.2 Exchanges requested due to personal reasons (product must be unused, undamaged, and suitable for resale).

5.3.1.3 Incorrect product received or product inconsistent with description.

5.3.2 SUNLU Reserves the Right to Refuse Exchanges

5.3.2.1 The exchange request exceeds the specified exchange period.

5.3.2.2 Failure to provide valid proof of purchase, such as an order number, receipt, or invoice, or where there is reasonable suspicion that such documentation has been forged or altered.

5.3.2.3 The product returned to SUNLU for exchange does not include all original accessories, attachments, and packaging, or contains items damaged due to user error.

5.3.2.4 After after-sales inspection, no product quality issue or defect is identified.

5.3.2.5 Any malfunction or damage resulting from failure to follow the user manual, improper installation or operation, incorrect use, or unauthorized modification, including but not limited to moisture exposure, mold, excessive use, or intrusion of foreign substances (such as water, oil, sand, etc.).

5.3.2.6 Evidence of tampering with or alteration of product labels, serial numbers, or other identifying marks.

5.3.2.7 Any malfunction or damage caused by force majeure events, including but not limited to fire, flood, strong winds, or lightning.

5.3.2.8 Failure to provide proof of transportation damage or images/videos demonstrating that the machine is non-functional.

5.3.2.9 Malfunctions or damage resulting from repairs conducted by unauthorized service providers.

5.3.2.10 If the product was not purchased from the SUNLU official website or an authorized SUNLU channel/platform, return or exchange services must be applied for online by the original purchaser.

5.3.3 Buyer-Borne Shipping Costs

5.3.3.1 The exchange request exceeds the specified exchange period and is made for subjective reasons (e.g., dislike, change of mind, ordering error, dissatisfaction) where no product quality issue exists.

5.3.3.2 The returned product is inconsistent with the product previously communicated to SUNLU for exchange.

5.3.3.3 The returned product is claimed to be defective but is determined by SUNLU Quality Control inspection to be in normal working condition.

5.3.3.4 The product is damaged during transportation for exchange.

5.4 Warranty Period (Electronic Products)

5.4.1 Warranty Period Calculation

5.4.2 Product Categories and Warranty Duration

5.4.3 Warranty on Repaired or Replaced Parts

Repaired or replaced parts within the warranty period shall continue to enjoy the remaining warranty period of the original product. The overall warranty period will not be recalculated or extended.

5.4.4 Warranty Service Policy

5.4.4.1 For confirmed quality issues: Replacement or repair services within warranty scope will be provided, and SUNLU will bear related shipping costs.

5.4.4.2 For non-quality issues or out-of-warranty cases: Customers may purchase parts for self-repair or contact customer service for paid repair services.

5.5 Special Statement

FDM/LCD printing consumables are not covered under this warranty policy. Quality issues shall be handled in accordance with the Return/Exchange Policy.

5.6 Return Policy (FDM/LCD Consumables)

Within 7 calendar days from receipt, returns are accepted under the same eligible conditions as Section 5.2, subject to the following additional refusal cases:

5.6.1 Eligible Conditions for Return (FDM/LCD Consumables)

5.6.1.1 The product has a quality issue caused by non-human factors, and a return or exchange request is submitted within 7 calendar days from the day following receipt due to product quality issues. (Customers may directly contact the store to apply for after-sales service.)

5.6.1.2 A return or exchange is requested for personal reasons (e.g., dislike, change of mind, ordering error, dissatisfaction), provided that the product’s outer packaging, gifts, manuals, labels, and other materials are complete, the product shows no signs of user-caused damage, has not been used, and does not affect resale.

5.6.1.3 The incorrect product was received, or the product received is significantly inconsistent with the product description.

5.6.2 SUNLU Reserves the Right to Refuse Return Services Under the Following Circumstances:

5.6.2.1 The return request exceeds the specified return period.

5.6.2.2 The consumable has been opened and used, making it unsuitable for resale (except in cases of confirmed product quality issues).

5.6.2.3 Damage caused by improper storage by the user or failure to properly reseal after opening.

5.6.2.4 Failure to provide proof of purchase, or incomplete consumable accessories, preventing verification of the product’s origin and condition.

5.7 Exchange Policy (FDM/LCD Consumables)

Within 15 calendar days from receipt, exchanges are accepted under similar conditions, subject to the same refusal circumstances as Section 5.6.

5.7.1 Eligible Conditions for Exchange (FDM/LCD Consumables)

5.7.1.1 The product has a quality issue caused by non-human factors, and a return or exchange request is submitted within 15 calendar days from the day following receipt due to product quality issues. (Customers may directly contact the store to apply for after-sales service.)

5.7.1.2 An exchange is requested for personal reasons (e.g., dislike, change of mind, ordering error, dissatisfaction), provided that the product’s outer packaging, accessories, gifts, manuals, labels, and related materials are complete, the product shows no signs of user-caused damage, has not been used, and does not affect resale.

5.7.1.3 The incorrect product was received, or the product received is significantly inconsistent with the product description.

5.7.2 SUNLU Reserves the Right to Refuse Exchange Services Under the Following Circumstances:

5.7.2.1 The exchange request exceeds the specified exchange period.

5.7.2.2 The consumable has been opened and used, making it unsuitable for resale (except in cases of confirmed product quality issues).

5.7.2.3 Damage caused by improper storage by the user or failure to properly reseal after opening.

5.7.2.4 Failure to provide valid proof of purchase, or incomplete consumable accessories, preventing verification of the product’s origin and condition.

Note: Consumable products are not covered under the warranty policy. Quality-related issues shall be handled in accordance with the Return and Exchange Policy.

5.8 Additional Notes

5.8.1 Failure to submit requests within the specified period shall be deemed a waiver of rights unless sufficient evidence proves objective limitations.

5.8.2 Customers must contact the original SUNLU purchase channel for repair or service. Failure to comply may result in additional shipping or service charges.

5.8.3 If returned products are found missing accessories (excluding missing upon unboxing), SUNLU reserves the right to refuse exchange or charge accessory fees.

5.9 Policy Revisions

SUNLU reserves the right to revise this policy from time to time in accordance with business development needs and changes in laws and regulations. Updated versions will be published on the SUNLU official website at least 14 days before the new policy takes effect. Users are responsible for regularly reviewing policy updates. Continued use of SUNLU products or services after the new version takes effect shall be deemed as full acceptance of the revised policy. If you disagree with the revisions, you should immediately cease using the relevant products or services.