Returns and Refunds - SainSmart Customer Service
We are committed to ensuring that every customer is satisfied with our products. If you are not completely satisfied with your purchase, we offer return and refund services. Please read the following policy carefully.
Conditions for Returns
Items which are returned in new and unused condition in the original package within 30 days of the ship date will be eligible for full refund. Returned parts must be shipped prepaid. After 30 days, new and unused parts will be accepted for return for up to 3 months from the original ship date with a 20% restocking charge applicable. After 3 months from the original ship date, we will not accept any returned item for refund or exchange.
All items returned to Seller require a Return Material Authorization (RMA) to be issued by Seller. The RMA number must be clearly printed on each returned package and informed Seller with tracking number of the returned packages. Any packages received by Seller without an RMA number may be rejected.
Please allow up to 1-2 business days for your return to be processed once it has been received by our team.
Non-Returnable and Non-Exchangeable Item(s)
- Filament that has been removed from its vacuum packaging, resulting in compromised product quality.
- Products with visible signs of use that would affect resale.
- Digital products, including gift cards, surprise boxes, CNC and laser files, software licenses, etc., are non-refundable due to their nature as easily transferable and non-returnable items.
- Open Box, Final Sale, and Clearance products are non-refundable due to their discounted pricing and final sale status.
- Custom-made products, special milling bits, products with specific sizes, batteries, etc., are non-refundable due to their personalized nature and specificity, which makes them unsuitable for resale.
Return Process
- Contact SainSmart Customer Service at support@sainsmart.com to provide the proof of purchase, and return reason to confirm the situation.
- Once we confirms your return request, we will provide you with a Return Material Authorization (RMA) .
- Using the RMA address and instructions, ship the item(s) back.
- Provide the tracking number of the return shipment with us.
- Upon receipt and inspection of the returned item(s) , we will process your refund.
Return Shipping Costs
- Customers are responsible for return shipping costs.
- If the return is due to our error (e.g., you received a defective or incorrect item), we will cover the return shipping costs.
- Note: When returning an item, please ensure that you retain the return tracking number and provide it to us for confirmation of the parcel's status. Failure to provide a tracking number may result in the inability to process a refund. For items valued at over $75, we recommend using a traceable shipping service or considering purchasing shipping insurance to avoid disputes between the carrier and yourself in the event of parcel damage or loss.
Return Processing Time
- Once the returned item reaches our warehouse, we will inspect and process the refund within 2-5 business day..
- Refunds will be issued within 2-5 business days via the original payment method.
Refund Notification
You will receive an email notification once your refund has been processed.
SainSmart Customer Service
If you have any questions or need further assistance, please contact our Customer Service team at support@sainsmart.com.