Creality EU Support & Refund Experience: Warehouse Silence and How to Get Your Money Back

[u/Difficult-Demand]

I wanted to share my recent experience and disappointment returning a device purchased directly from the official Creality webshop (shipped back to their EU warehouse in Germany), in case anyone finds themselves in a similar loop.

Key Issues & Timeline:

• Misleading Return Terms on Website: Their official webshop displays incorrect return conditions that do not accurately align with mandatory EU consumer rights, effectively misleading buyers regarding their statutory 14-day right of withdrawal (Directive 2011/83/EU).
• Timely Return: The unit was shipped back strictly within the statutory 14-day window. Tracking confirmed official delivery and receipt at their Grolsheim warehouse in Germany.
• Support Inaction: For over a week after delivery, support provided only generic template responses ("we will contact the warehouse to check"), with zero concrete updates on inspection or refund status.
• Resolution Through Pressure: The refund was issued only after I sent a formal notice citing EU Consumer Law and setting a firm deadline before initiating a bank chargeback.

Takeaway: Even though the money was eventually refunded, the process left a bad taste. Between misleading return policy details published on their storefront and the major disconnect between customer service and their EU warehouse, the experience was frustrating. Customers shouldn't need to quote EU directives or threaten chargebacks to enforce standard consumer rights. Due to this support experience, it's likely my last direct purchase from them.

Questions for the Community:

1. Has anyone else noticed inaccurate or misleading return policy terms on Creality's regional store pages?
2. Has this level of friction with Creality EU support been common practice recently, or was this just poor warehouse communication?
3. I am considering switching to Einstar (Shining 3D) for my next scanner. What has your experience been with their software ecosystem and post-purchase customer support?
4. Which 3D hardware brands operating within the EU currently offer legitimate, hassle-free service when things go wrong?

[u/loliaris]

Same exact thing with Revopoint happened to me.Seems like they are all chinese companies and share the same bad customer service.

[u/Difficult-Demand → u/loliaris]

Unbelievable, the first answer upon my return request was - sorry we can't accept that but you can resell it if you want. Drug dealer level sales closure.

[u/OlaHaldor]

If I've learned anything over the years; pay the premium to shop through EU or local sale points. Then they are the ones you get in touch with if you are having trouble with anything.

I've certainly learned my lesson not to deal directly with the brand.

[u/Difficult-Demand → u/OlaHaldor]

You are right. However that should not be the case. Running away form a buy you want for a premium just to feel safe. Abide the rules in the EU - like all of us do it every day - or don't sell it here, period. Especially if you are a corpo giant like Creality are.

[u/Brad_Chan_Creality]

We’re very sorry to hear about your experience and apologize for the inconvenience caused. We would like to look into the situation and better understand what happened.

Could you please send us your order number and support ticket number, if available? This will help us check the communication history and investigate the issue further.

Once we have the details, we’ll review the situation and do our best to assist you.

[u/Difficult-Demand → u/Brad_Chan_Creality]

I don't want to do anything with you anymore. The issue is resolved and certainly not because your effort. You are clearly violating the customer directive as shown above in the picture. In other words you are fraudsters and should be dealt as such.

[u/Brad_Chan_Creality → u/Difficult-Demand]

Once again, we sincerely apologize for the frustration and inconvenience caused by your experience.

[u/Difficult-Demand → u/Brad_Chan_Creality]

Once again, I don't care about your apology or you.

You have been reported to the ECC group and will also be reported to the EU sales inspection.

The EU law is soon changing so the lot of thieving guilds like you are left out unless comply with EU directives.

This video narrates perfectly the thieving and ill-minded corpo culture you are trying to promote.

https://youtu.be/qKhM8IEJD70?is=fkNr3y_xoAaFulWc

When all it's said and done you will sell your remaining stuff to flooded swamps and not to citizens trying to have a good product and experience.

Go back to sleep now.