Mars 5 Ultra

Refund Policy & Warranty Info

Thank you for your purchase. We hope you are happy with your purchase. However, if you are not completely satisfied with your purchase for any reason, ELEGOO provides a straightforward warranty that is processed in the most hassle-free way possible. Please refer to the warranty policy below, as warranty periods and warranty rules differ according to the models and parts list.

Warranty Policy

1. Warranty timeline

2. Warranty Period

All times shown on this page are calculated from the date the original order was received. If you receive free replacement products or accessories, the warranty period will still be calculated from the date the original order was received.

3. Warranty Forfeiture

The following Conditions Are Not Covered Under Warranty:
A. Product is not from ELEGOO or distributors authorized by ELEGOO
B. Products without purchase receipt or any other sufficient proofs of purchase
C. Lost or stolen products
D. Items that have expired their warranty period
E. Non-quality-related issues (after 30 days of purchase)
F. Free products
G. Repaired by a third party or modified by an individual
H. Damage from outside sources
I. Damage from misuse of products (including, but not limited to: resin leakage, falls, and operating devices improperly)
J. Normal discoloration, wear, or consumption during product use
K. The LCD screen cannot provide an SN code

Return & Refund Policy

1. For Unwanted Items

*This clause does not apply to Pre-owned & Refurbished items.

Please note that all return requests must first be submitted to our official customer service team, and the package must be returned to our designated address (unless our customer service team recommends refusing the package), as failure to do so could result in liability for any lost items. Any return not confirmed and monitored by customer support may be lost.

If the Elegoo product that you purchased does not meet your satisfaction but was not confirmed defective by certified Elegoo technicians, we refer to such a product as an "unwanted product".

A. For unopened products (with all original tags and labels attached), you can return them within 14 days of delivery for a refund with an "unwanted reason". Original shipping charges are non-refundable (including free shipping products). Return shipping charges are the customer's responsibility (if ELEGOO provides a shipping label, the shipping fee will be deducted from the refund), and ELEGOO will apply a 5% restocking fee based on the order amount. The refund will be issued in the same currency as the purchase, minus any taxes, import duties, and original shipping charges.

B. For open-box and unused products, within 14 days of delivery, you can return them for a refund with an "unwanted reason". Original shipping charges are non-refundable (including free shipping products). Return shipping charges are the customer's responsibility (if ELEGOO provides a shipping label, the shipping fee will be deducted from the refund), and ELEGOO will apply a 5% restocking fee based on the order amount. The refund will be issued in the same currency as the purchase, minus any taxes, import duties, and original shipping charges.

C. For used products or orders beyond 14 days, refunds for unwanted products are not available.

Important:

1. If the customer service team/technical team confirms the return or exchange of the machine, the original machine must be sent out within 7 days (the return label provided by our company is valid for 7 days). Otherwise, it will be deemed that the plan has been abandoned. Subsequent contact with us will require re-troubleshooting and confirmation of the problem, and the time when the problem first occurred will also be reset. A refund or a new machine will be arranged after we receive the returned machine.

2. After receiving the goods, please keep the original box for at least 14 days. If you need to return the goods, you must pack the products in the original box.

3. The returning product will be thoroughly inspected by Elegoo when received and a decision will be made whether the inspection criteria are met. If your returning product fails to satisfy the inspection criteria and has been shipped to Elegoo, your non-conforming product for refund will be rejected or subject to a deduction fee at Elegoo's sole discretion.

2. For Quality-Related Items

*This clause does not apply to Pre-owned & Refurbished items.

Please note that all return requests must first be submitted to our official customer service team, and the package must be returned to our designated address (unless our customer service team recommends refusing the package), as failure to do so could result in liability for any lost items. Any return not confirmed and monitored by customer support may be lost.

A. Product is defective when you receive it, within 14 days of delivery, you can return defective items to Elegoo and get a full refund or replacement, and Elegoo is responsible for return shipping charges. Or you can ask Elegoo to repair defective items, and Elegoo is responsible for repair fees.

B. Beyond the 14 days but within warranty, a full refund and replacement are not available, but repair is acceptable. Elegoo is responsible for repair fees.

C. Out of warranty, Elegoo will provide free technical support, if the parts need to be replaced, the customer is responsible for the repair fees, which means the customer needs to purchase the parts and bear the freight.

Important:

1. If the customer service team/technical team confirms the return or exchange of the machine, the original machine must be sent out within 7 days (the return label provided by our company is valid for 7 days). Otherwise, it will be deemed that the plan has been abandoned. Subsequent contact with us will require re-troubleshooting and confirmation of the problem, and the time when the problem first occurred will also be reset. A refund or a new machine will be arranged after we receive the returned machine.

2. After receiving the goods, please keep the original box for at least 14 days. If you need to return the goods, you must pack the products in the original box.

3. To avoid any delay or denial of processing your refund and replacement request, please verify that the returning product must be with all parts & accessories included and all original tags and labels attached and in the original box (generic boxes will be rejected).

3. Process After Returning Product

After receiving your return and inspecting the condition of your item, we will process your return. Please allow at least 7 days from the receipt of your item to process your return. We will notify you by email when your return has been processed and move to the next warranty process, refund you the payment via Paypal, or send a new replacement to you.

Contact Us

Regarding product issues, please don't hesitate to contact us at the customer service channels below to acquire technical support, refund or exchange.

1. For 3D printer technical support: 3dp@elegoo.com
2. For laser engraver technical support: lec@elegoo.com
3. For order issues, unwanted item refunds, or returns: info@elegoo.com
4. For STEM kits, robots technical support: service@elegoo.com

When contacting our customer service team, the buyer must provide sufficient proof of purchase (the order number from online purchases made through ELEGOO, Amazon, or other ELEGOO's authorized resellers), tell us which product you purchased, and describe the problem as clearly as possible through text, images or short videos. This will help our team to process your inquiries and help you solve the problems more efficiently.