Refund policy

SeaArt Custom Product Refund Policy

 

1.1 Scope of Application

  • This policy applies to all customized 3D-printed products (hereinafter referred to as "customized products") purchased through the official SeaArt website.
  •  Definition of Customized Products: Refers to SeaArt products that are custom-produced according to customers' personalized requirements, including but not limited to design, size, color, material, etc.
  • Third-party Production Note: The manufacturing process of customized products involves third parties. Order cancellation or modification requests are only supported within 2 hours after placing the order; no cancellation or modification will be allowed after this period.
  • Given the exclusivity and non-resellability of customized products, the return and exchange policy shall only apply to the circumstances explicitly specified herein.

 

 

1.2 Non-Refundable and Non-Exchangeable Cases

 You acknowledge and agree that the following cases are not eligible for returns, exchanges, or refunds:

1.21 Incorrect Customer Order Information

  • Including but not limited to errors in design files, size, color, material, or failure to provide necessary requirements, resulting in the product not meeting expectations.

1.22 Subjective Customer Reasons

  • Customers request returns or exchanges due to changes in their personal preferences (such as dissatisfaction with the style, changes in needs, etc.), while the product itself has no quality issues.

1.23 Minor Defects or Normal Usage Marks

  • Reasonable technological characteristics of customized products generated during the 3D printing process that do not affect the functionality and appearance integrity of the products (such as slight surface textures, cutting marks, etc.).

1.24 Delivery Delays or Minor Packaging Damage

  • Minor delivery delays or packaging damage caused by force majeure factors in international transportation (such as natural disasters, customs delays, government actions, etc.).

 

1.3 Conditions for Full Refund (within 7 days after receipt of goods) 

In any of the following circumstances, customers are not required to return the goods and can obtain a full refund with valid proof:

1.3.1 Product Quality Issues

  • There are manufacturing defects that significantly affect functionality or aesthetics (such as abnormal surface roughness, obvious printing errors, etc.); The actual materials or colors used are seriously inconsistent with the order confirmation information.

1.3.2 Shipping Damage

The product has suffered severe damage during transportation, rendering it unusable.

  • Customers are required to provide: clear images or videos of the product showing the damaged parts, photos of the packaging, and other supplementary materials that the carrier may require.
  • Refund Process: SeaArt will process a full refund for the customer after confirming the liability for damage and obtaining corresponding compensation from the carrier.

1.3.3 Incorrect Order Processing 

  • If the product delivered does not match the customer's order information due to operational errors on the SeaArt platform, the customer may choose to request a reprint of the correct product, a replacement with the correct product, or a direct refund.

 

1.4 Return and Exchange Process

 

1.4 Submitting a Request

  • Customers who meet the conditions for return or exchange must submit an application through the following designated channels within 7 natural days after signing for the goods:
  • Website: ：https://www.seaart.ai
  •  Provide the following information in your request:
    • Order number; 
    • Detailed description of the problem and valid supporting materials (image data of quality issues/damage/wrong delivery);
    • Valid contact information (name, phone number, email address).

1.4.2 Review period

  • The SeaArt platform will complete the review within 2 working days after receiving the complete application materials, and notify the customer of the review result and handling plan via email.

1.4.2 Return (if applicable)

  • If the customer needs to return the goods, SeaArt will provide detailed return instructions and a designated receiving address.
    • Return requirements: The returned goods must be kept in their original and complete condition as received (including all accessories and packaging) and be accompanied by the order information.
    • Freight responsibility: In principle, the return freight shall be borne by the customer (except for the circumstances of full refund specified in Article 3).
    • Logistics requirements: The returned goods must be sent back using a transportation method that can provide full logistics tracking information.

 

1.5 Special Notes

1.5.1 Unique Nature of Customized Products

  • Due to the exclusivity and non-resellability of customized products, SeaArt reserves the right not to accept return or exchange applications that lack reasonable grounds (i.e., those that do not comply with the provisions of Articles 2 and 3 of this policy).

1.5.2 Handling of International Orders

  • The return and exchange process for international orders may be carried out by SeaArt in coordination with local authorized service providers, and the processing cycle may be extended due to regional differences and local legal and regulatory requirements.

1.5.3 Cross-border related fees

  • In principle, cross-border related fees such as import duties and logistics costs incurred during the return or exchange process shall be prepaid or borne by the customer;
  • If the reason for return or exchange is indeed a quality issue as described in Article 3 of this policy or a liability of SeaArt (such as wrong delivery), SeaArt will bear or compensate the customer for the reasonable cross-border related expenses incurred thereby.

1.5.4 Refund Timeframe:

  • For approved refunds, the funds will usually be returned to the customer's original payment account within 7-14 working days after the approval. The specific arrival time is subject to the processing policies of the payment institution.