Refund Policy for SeaArt Customized Products

1.Scope of Application

1.1 This policy applies to all customized 3D printing products purchased through the SeaArt website (hereinafter referred to as "customized products").

1.2 Definition of customized products: Refers to SeaArt products produced according to customers' personalized needs, including but not limited to design, size, color, material, etc.

1.3 Third-party production note: The manufacturing process of customized products involves third-party entities. Orders only support cancellation or modification applications within 2 hours after placement; no cancellation or modification will be allowed after this time window.

1.4 In view of the exclusivity and non-resale nature of customized products, the return and refund policy only applies to the situations explicitly specified in this policy.

2.Situations Not Eligible for Return, Exchange, or Refund

Including but not limited to the following circumstances, customers shall not have the right to return, exchange, or refund products:

2.1 Errors in order information:

Discrepancies between the product and expectations due to errors, omissions, or failure to provide necessary requirements in the order information (such as design files, size, color, material, etc.) provided by the customer.

2.2 Subjective reasons of customers:

Requests for return or exchange due to changes in personal preferences (e.g., dissatisfaction with style, changes in needs, etc.) when the product itself has no quality issues.

2.3 Reasonable process characteristics:

Reasonable process-related features generated during 3D printing of customized products that do not affect the functionality and appearance integrity of the product (such as slight surface texture, cutting marks, etc.).

2.4 Logistics force majeure:

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

3.Conditions for Refund (Within 7 Days After Receipt)

Under any of the following circumstances, customers can obtain a full refund by providing valid proof:

3.1 Severe transportation damage:

Products are severely damaged during transportation and cannot be used normally.

Required from customers: Clear images or videos showing the damaged parts, photos of the packaging, and other supplementary materials that the carrier may require.

Refund process: SeaArt will process the full refund for the customer after confirming the damage liability and obtaining corresponding compensation from the carrier.

3.2 Misdelivery handling: The product delivered does not match the customer's order information due to operational errors on the SeaArt platform. Customers may choose to request reprinting of the correct product, replacement with the correct product, or a direct refund.

4. Return and Exchange Process

4.1 Application submission

Customers eligible for return or exchange must submit an application through the following designated channels within 7 natural days after signing for the product: Customer service email.

List of application materials:

Order number;

Detailed description of the problem and valid supporting materials (images/videos of quality issues, damage, or misdelivery);

Valid contact information (name, phone number, email address).

4.2 Review period:

The SeaArt platform will complete the review within 3 working days after receiving the complete application materials and notify the customer of the review result and processing plan via email.

4.3 Return execution (if applicable):

If the customer is required to return the product, SeaArt will provide detailed return instructions and a designated receiving address.

Return requirements: The returned product must be kept in its original and complete condition upon receipt (including all accessories and packaging) and accompanied by order information.

Freight responsibility: Return freight shall be borne by the customer in principle (except for full refund situations specified in Article 3).

Logistics requirements: A transportation method that provides full logistics tracking information must be used for return.

5.Other Instructions

5.1 Reiteration of customized product characteristics:

Due to the exclusivity and non-resale nature of customized products, SeaArt reserves the right to reject return or exchange applications without reasonable grounds (i.e., those not meeting the provisions of Articles 2 and 3 of this policy).

5.2 Handling of international orders:

The return and exchange process for international orders may be executed 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.

5.3 Cross-border related fees:

Cross-border related fees such as import tariffs and logistics costs incurred during return or exchange shall be prepaid or borne by the customer in principle;

If the reason for return or exchange is indeed a quality issue or SeaArt's responsibility (e.g., misdelivery) as described in Article 3 of this policy, SeaArt will bear or compensate the customer for reasonable cross-border related fees incurred thereby.

5.4 Refund timeliness:

Approved refund amounts will usually be returned to the customer's original payment account within 7-14 working days after approval. The specific arrival time is subject to the processing policies of the payment institution.