Mars 5 Ultra

● Within 14 calendar days of receipt, if the product has a critical defect, manufacturing flaw, or any other significant functional issues.

● Within 14 calendar days of receipt, if the product was significantly damaged during transit, provided you submit a carrier-issued damage report to Elegoo.

● Within 14 calendar days of receipt, if the product is unopened, unactivated, and in brand-new condition.

● You may cancel your order for a full refund at any time before it ships. If the order has already shipped and a carrier interception attempt is unsuccessful, you must wait until the package (if refused) is returned and inspected. Once confirmed, we will process your cancellation. In this case, you are responsible for all related shipping costs and any risks associated with the return shipment.

If you return a product due to a reported issue, it will be inspected before a refund is processed. If, after testing, the returned product is found not to exhibit the reported issue, Elegoo may deduct costs such as shipping and any customer-caused damage, including:

● Cosmetic damage to the product or its packaging (e.g., making the original shipping box unusable);

● Missing accessories or parts;

● Damage resulting from improper packaging during return shipment.

Upon receipt of the returned item, our after-sales team will assess its condition and determine any applicable charges. These charges will be deducted from your refund.

● Returned items must be sent back to designated locations before a refund can be processed.

● The value of any missing items—such as accessories, cables, or filaments—will be deducted from the refund amount.

● If you request to return a non-defective item within 14 calendar days of receipt, you are responsible for all applicable charges.

Please note that returns will not be accepted under the following circumstances:

● Unauthorized Returns: Returns must be approved by our official customer service team. Unauthorized returns may be refused or lost, for which we are not responsible. Always contact customer service before sending anything back to ensure proper processing.

● Late Return Requests: Return requests made more than 14 calendar days after receipt will not be accepted.

● Incomplete or Damaged Returns: Products must be returned in their original condition — with all accessories, parts, gifts, tools, and packaging included. We cannot accept incomplete items, those showing damage (e.g., scratches, cracks, or deformation), or those with missing/damaged components. Returns will also be refused if the product is damaged due to improper repackaging or shipping. Note that failure to follow our packaging instructions may void the warranty and result in additional charges.

● User-Caused Damage: Returns will not be accepted if inspection shows the issue was caused by user error (e.g., physical impact, burnout, unauthorized modifications, liquid damage, incorrect installation, or improper use).

● Tampered Labels: Products with removed or altered labels, serial numbers, or anti-counterfeiting marks cannot be returned.

● Force Majeure: Products damaged by force majeure events, such as fire, flood, lightning, or traffic accidents, are not eligible for return.

● No Fault Found: If Elegoo's testing finds no fault with the product, the return will not be accepted.

● Missing Documentation: Returns without a valid purchase receipt or invoice, or with documents suspected to be forged or altered, will be refused.

● Non-Refundable Items: For products confirmed as non-refundable, customers may choose to have the defective product returned to them at their own shipping expense.

● Delayed Shipping: If the return shipment is not dispatched within 7 calendar days after approval, the return may be refused.

Additional Notes

● Once a qualified return is received, Elegoo will process the refund within 5 business days. The refund will be credited to the original payment account. For certain payment methods, if a refund cannot be processed to the original account after 6 months, our customer service team will contact you via email to confirm an alternative refund method.

● These terms do not apply to pre-owned or refurbished products.

● Failure to submit a request within the specified periods constitutes a waiver of your right to return or exchange the product.

● Claims for missing products must be submitted within 30 calendar days from the shipping date. Claims after this period will not be processed.

● Elegoo does not provide support outside the original region/country of purchase. If customers seek service in another country or region, they will be responsible for all related costs.

● If your product is damaged, please do not attempt repairs without our guidance to avoid potential risks. Only perform repairs as instructed by our customer support team.