After-Sales Service Policy-Reflex Series

Effective Date: April 28, 2025

Dear Customer,

Thank you for choosing HeyGears products and services! We are dedicated to providing innovative 3D printing solutions for various fields, including dentistry, designer toys, action figures, tech makers, and consumer electronics, and we are always committed to offering you an exceptional product experience and comprehensive after-sales support.

To ensure that you fully understand our service commitments, please carefully read this after-sales service policy. This policy covers services such as returns, exchanges, and repairs, as well as relevant details. If you need any assistance, our professional team is always here to support you.

Policy Navigation

1. 1.Scope of Application
2. 2.Return Policy
3. 3.Exchange Policy
4. 4.Repair Policy
5. 5.Contact Information
6. 6.Friendly Reminder
7. 7.Appendix 1: Product Warranty Period

1. Scope of Application

This after-sales service policy applies only to the products purchased through HeyGears official sales channels and authorized distribution channels, as listed below.

Type	Name
3D printers	Reflex, Reflex RS, Reflex Turbo, Reflex RS Turbo
Post-processing devices	UltraCraft Wash cleaning machine, UltraCraft Cure curing machine
Function Add-ons	Pulsing Release Module
Accessories	Reflex LCD screen, RS LCD screen, transfer tool, calibration module, liquid level and temperature sensors
Consumables	RS forming platform, RS standard Resin tank, Reflex Pulsing Release Resin Tank, RS release film, Pulsing Relesae Film, RS tempered glass film, RS LCD screen tape
Reflex series materials	/

Products obtained through unauthorized channels, including but not limited to unauthorized resellers, second-hand markets, and private transactions, are explicitly excluded from this policy. For such products, please consult the seller for their after-sales terms. In addition, this policy does not apply to rental products , and their after-sales service terms shall be subject to the agreement signed between both parties. To learn more about the service policies for rental products, please contact us using the method listed in Article 5.

2. Return Policy

Except for tools/freebies, other products may be returned within the specified return period, provided that they meet the applicable conditions.

2.1. Return Period

• Chinese Mainland: 7 days
• Regions outside the Chinese Mainland: 14 days

The above time periods shall commence from the day following the receipt of the product. In the case of products purchased from a physical store, the time periods shall commence from the day following the date indicated on the purchase receipt.

2.2. Applicable Conditions

A product intended for return must meet the following conditions. If the returned product does not meet these requirements, the return request may be rejected, and any related losses will be borne by yourself.

(1) Reflex series printing materials, consumables/quick-wear parts

• The packaging, freebies, and instruction manuals are complete without any missing parts
• The product remains unopened, and its appearance is intact and in a condition suitable for resale
• There is valid proof of purchase
• Non-customized products

(2) Other products

• The accessories, packaging, freebies, and instruction manuals are complete without any missing parts
• The product is functioning properly and its appearance is intact and in a condition suitable for resale
• There is valid proof of purchase
• Non-customized products

2.3. Return Shipping Cost

1. For returns not arising from quality defects, such as those caused by subjective reasons like purchasing the wrong product, disliking the product, changing one's mind about the purchase, or being dissatisfied with it, the return shipping costs will be borne by yourself.
2. If the product has defects caused by logistics issues or non-human-induced quality problems, you may apply for a return within the return period and provide relevant evidence. If the product is returned from the original country/region of purchase, the return shipping costs will be covered by HeyGears. If the product is returned from other countries/regions, the excess shipping costs will be borne by yourself. If you fail to provide the relevant evidence, your return request may be rejected, or you may need to cover the return shipping costs at your own expense.

3. Exchange Policy

Except for tools/freebies, if the purchased product is damaged due to logistics issues or has inherent quality problems, you are eligible to request an exchange within the exchange period.

3.1. Exchange Period

• Chinese Mainland: 15 days
• Regions outside the Chinese Mainland: 30 days

The above time periods shall commence from the day following the receipt of the product. In the case of products purchased from a physical store, the time periods shall commence from the day following the date indicated on the purchase receipt.

3.2. Applicable Conditions

A product intended for exchange must meet the following conditions. Failure to meet these requirements may result in the rejection of your exchange request, and any related losses will be borne by yourself.

(1) Reflex series printing materials, consumables/quick-wear parts

• The packaging, freebies, and instruction manuals are complete without any missing parts
• The product remains unopened, and its appearance is intact and in a condition suitable for resale
• There is valid proof of purchase
• Non-customized products

(2) Other products

• The accessories, packaging, freebies, and instruction manuals are complete without any missing parts
• No signs of human damage
• There is valid proof of purchase
• Non-customized products

3.3. Exchange Shipping Cost

If the product has defects caused by logistics issues or non-human-induced quality problems, you may apply for an exchange within the exchange period and provide relevant evidence. The exchange shipping costs will be borne by HeyGears. If the product is returned from the original country/region of purchase, the relevant shipping costs will be covered by HeyGears. If the product is returned from other countries/regions, the excess shipping costs will be borne by yourself. If you fail to provide the relevant evidence, or HeyGears determines upon inspection that the product does not have quality issues or that the product defects are caused by human factors, your exchange request may be rejected, or you may need to cover the shipping costs at your own expense.

4. Repair Policy

4.1. Warranty Repair within the Warranty Period

During the warranty period (see Appendix 1), HeyGears will offer free repairs for products that, upon inspection, are found to have quality issues resulting from equipment, software, material defects, or other non-human-induced factors.

4.2. Paid Repair

Once the warranty period has expired, or if HeyGears determines upon inspection that a product issue is not attributable to inherent quality problems, paid repair services will be provided under any of the following circumstances:

• The malfunction is caused by failure to adhere to the SOPs recommended by HeyGears;
• The malfunction is a result of unauthorized disassembly, repair, or modification of the device, carried out either by yourself or a third party;
• The malfunction is caused by using non-HeyGears certified third-party products (including printing materials, release films, etc.);
• The malfunction is caused by the usage environment not meeting the requirements of HeyGears (e.g., avoiding direct sunlight, maintaining a temperature range of 18-25°C, and a relative humidity level <50%);
• The malfunction is caused by uncontrollable external factors, including fire, floods, strong winds, lightning, war, etc.

4.3. Shipping Cost

You are required to send the product to HeyGears service center for repair. For repairs within the warranty scope, logistics costs, parts costs, and repair fees will be covered by HeyGears. If you are returning the product from a location other than the original country/region of purchase, the excess logistics costs will be borne by yourself. For repairs beyond the warranty scope, you are responsible for paying all logistics fees, parts costs, and packaging fees.

4.4. Additional Notes

• 3D printers and post-processing devices repaired during the warranty period will still be covered by the remaining warranty services.
• Parts replaced during repairs out-of-warranty repairs are covered by a 3-month warranty, starting from the date the repaired device is received.
• The warranty period for 3D printers is associated with the serial number, and the warranty period linked to the device's serial number shall prevail.

5. Contact Information

If you encounter any issues with the product during use, you may seek support and assistance through the following methods. Our after-sales team will contact you as soon as possible:

5.1. Email:

customersupport@heygears.com

5.2. Address and phone:

Guangzhou, China
Office address: 5-6F, Building B2, Technology Enterprise Accelerator, Huangpu District Development Zone, Guangzhou City, Guangdong Province, China
Tel.: +86 020-85446862

USA
Office address: 17931 Sky Park Circle, Suite E, Irvine, CA, 92614
Tel.: +1 949-418-9418

6. Friendly Reminder

• If this after-sales service policy conflicts with local laws, regulations, or contracts in the place of purchase, the local laws, regulations, and contracts will prevail.
• For returns/exchanges, or repairs, please send the product back in its original packaging to avoid potential issues arising during shipping. We recommend that you keep the original packaging properly. If any damage due to improper packaging occurs, you will be responsible for the associated costs.
• Upon receipt of the returned product, HeyGears will conduct an inspection on it. If there are any missing items or if its appearance or functionality has been damaged due to human factors, you will be responsible for the related losses.
• Regarding exchanges, HeyGears will arrange for the shipment of a new product as soon as the returned item is received.
• The company reserves the right to revise this after-sales service policy from time to time at its discretion. All updates to this policy will be publicly announced in the "Service Support" section of the official website. The updated policy will take effect automatically from the date of publication. If you continue to use our products or services after the policy update, it will be deemed that you have read and agreed to the revised policy. It is advisable that you regularly check the official website for the latest policy information.

7. Appendix 1: Warranty Period

7.1. Device

Product Category	Covered Products	Warranty Period* Calculated from the date of receipt
3D Printer	Reflex Reflex RS Reflex Turbo Reflex RS Turbo	1-year Warranty *2-year warranty in EU countries
Cleaning machine	UltraCraft Wash	1-year Warranty
Curing machine	UltraCraft Cure	1-year Warranty
Function Add-ons	UltraCraft Pulsing Release Module	180-day warranty

7.2. Accessories

Product Category	Covered Products	Recommended service life	Warranty Period* Calculated from the date of receipt
LCD Screen	Reflex LCD Screen	/	30-day warranty
	Reflex RS LCD Screen	/	90-day warranty
	Reflex Turbo LCD Screen	/	90-day warranty
	RS Turbo LCD Screen	/	180-day warranty
Other Accessories	Resin tank frame	/	1-year Warranty
	Temperature and Liquid Level Sensor	/	1-year Warranty
	Photometer	/	1-year Warranty

7.3. Consumables

Product Category	Covered Products	Recommended service life	Warranty Period* Calculated from the date of receipt
Forming Platform	Reflex/RS Forming Platform	6 months	No Warranty Period
Resin Tank	Reflex/RS Resin Tank（Film） Reflex/RS Pulsing Release Resin Tank（Film）	/	No Warranty Period
Others	Washing Box	3 months	No Warranty Period

7.4. Printing Material

Product Category	Covered Products	Warranty Period* Calculated from the date of Production
Printing Material	Reflex Series Resin	Subject to the expiration date marked on the bottle

7.5. Tools/complimentary items/spare parts

Product Category	Covered Products	Warranty Period* Calculated from the date of receipt
spare parts	Repair spare parts	3 months