Aftersale Policies for Materials

Thank you for choosing our materials. We are committed to providing high-quality products and a professional after-sales service experience. Please review the following policy to understand how we handle after-sales requests.

1. After-Sales Application Period

To ensure fair and efficient service, after-sales requests must be submitted within the following timeframes based on the delivery date confirmed by the shipping carrier.

Retail Customers (Standard Orders)
After-sales requests must be submitted within 15 days of delivery.

Business Customers (B2B Orders)
Orders with a purchase value above $350 USD, which are manually marked as B2B in our system, must submit after-sales requests within 7 days of delivery.

Requests submitted after these periods may not be accepted.

 

2. Situations Eligible for After-Sales Support

We will provide replacement, refund, or partial refund in the following situations after verification:

✔ Product quality issues
✔ Damage caused during shipping
✔ Incorrect item received
✔ Incorrect quantity received

Depending on the situation, we may offer one of the following solutions:

• Resend the same product
• Provide a partial refund
• Provide a full refund
• Offer store credit

For many cases, returning the item is not required. Our support team will determine the most appropriate solution after reviewing the provided evidence.

 

3. Situations Not Eligible for Refund or Replacement

The following situations are not covered under our after-sales policy:

• Customer purchased the wrong model or specification
• Customer no longer needs the product
• Customer dissatisfaction with engraving or cutting results
• Improper use or processing of the material
• Requests submitted after the allowed time period
• Products that have already been engraved, cut, or processed

Because our plywood materials are specifically designed for laser engraving and crafting, any processed materials are considered used products and cannot be covered under after-sales service.

 

4. Return Shipping Responsibility

In general:

Seller Responsibility

We will cover the solution (replacement or refund) if the issue is caused by:

• Product quality problems
• Shipping damage
• Incorrect item shipped
• Quantity errors

Customer Responsibility

If the issue is not related to product quality, including:

• Customer ordered the wrong item
• Customer changed their mind
• Customer preference issues

The customer will be responsible for any related costs.

 

5. Evidence Required for After-Sales Requests

To help us resolve issues quickly, customers must provide clear evidence when submitting an after-sales request.

Required materials include:

• Photo of the outer shipping package
• Photo of the shipping label
• Photo of the product label
• Clear photos showing the product issue

Providing complete information will help us process your request faster.

The incomplete photographic evidence you provided may affect the processing timeline.

 

6. Refund Methods

If a refund is approved, customers may choose one of the following options:

• Refund to the original payment method
• Store credit for future purchases

Our support team will assist in selecting the most suitable option.

 

7. Partial Refunds

In certain situations where the product remains usable but has minor issues, we may offer a partial refund as a practical solution.

 

8. Unauthorized Returns

Please do not return any products without contacting us first.

Unauthorized returns may not be accepted or processed.

 

9. Products Purchased from Other Sellers

This policy only applies to products purchased directly from our official store.

Products purchased from other retailers, marketplaces, or third-party sellers are not covered under this policy.

 

10. Contacting Customer Service

If you encounter any issues with your order, please contact us as soon as possible.

Customer support page:https://creatorally.com/pages/contact-us

You may also reach us through the online chat available on our website.

Our team will respond and assist you as quickly as possible.

 

11.Quality Standards and Compensation Reference

The following criteria serve as a reference for assessing quality issues:

Full Compensation (Replacement or Refund)

Applies to cases severely impacting usability or finished product quality:

• Multiple prominent scratches affecting the finished appearance
• Obvious surface defects compromising project outcomes
• Surface peeling exposing underlying wood core
• Severe warping or bulging affecting flatness
• Edge damage (does not affect practical use)

Full compensation applies only when over half the ordered materials exhibit the above issues. Otherwise, compensation ranges from 20% to 50% based on actual circumstances. Defects are counted by the number of panels affecting practical use, not by individual defects.

Partial Compensation (negotiable)：

• Edge damage (does not affect practical use
• Small-scale defects covering a significant proportion of the panel
• Flaws present but not affecting cutting areas
• Specific compensation percentage negotiated based on actual circumstances.

Compensation amount shall not exceed 20% of the order value (for other distributors, not exceeding 20% of the supply value).

Non-Compensable Conditions：

• Minimal corner chips not affecting usage
• Minor scratches not affecting usage
• Slight color variations due to natural wood grain differences
• Minor warping (not affecting cutting) 

 

12. Policy Coverage

This policy applies to all orders and all shipping destinations worldwide.