Return & Refund Policy

Refund & Return Policy (Filament Only)

Thank you for your purchase. We hope you are happy with your order. If you are not completely satisfied, we offer a straightforward return and refund process as outlined below.

This policy applies only to products purchased directly from our official website. For purchases made through marketplaces or authorized resellers, please contact the original seller for support.

1) 14-Day Return & Refund Window

  • Return requests must be submitted within 14 days of the delivery date.

  • Returned items must be new, unused, and in original condition, with all original packaging, labels, and accessories included.

Filament Returns (Important)

To ensure product quality and safety, filament products are only eligible for return if they are unopened and unused.
Opened or used filament cannot be returned unless the issue is confirmed as a quality defect.

2) How to Start a Return

Please email our customer support to request a return authorization and return address:

  • Email: 3dservice@silverage.cn

  • Please include:

    • Order number

    • Product name / SKU

    • Reason for return

    • Photos (and a short video if needed) to help us evaluate the issue quickly

Returns sent without prior authorization may not be accepted.

3) Return Shipping Costs

  • For non-quality-related returns (e.g., ordered by mistake, no longer needed), the customer is responsible for return shipping costs.

  • If the return is due to a confirmed product defect or shipping damage, we will cover the return shipping cost or provide an appropriate solution (replacement/refund), after evaluation.

Please pack the item securely in the original packaging and use a trackable shipping method. We are not responsible for packages lost during return transit.

4) Refund Processing Time

After we receive and inspect your return, we will process your refund within 7 business days.
Refunds will be issued to your original payment method. Processing time may vary depending on your bank/payment provider.

5) Exchanges

If you received a defective item or the wrong item, please contact us within 14 days of delivery. We will arrange a replacement or refund based on the situation.

6) Order Cancellation

  • Orders can be cancelled before shipment for a full refund.

  • Orders cannot be cancelled after shipment. Please follow the return process above once the package is delivered.

7) Not Covered / Ineligible Cases

The following cases are not eligible for return, refund, or replacement:

  • Items without valid proof of purchase (order number)

  • Filament that has been opened, used, or damaged by improper storage/handling

  • Damage caused by misuse, incorrect settings, or improper operation (e.g., overheating, wrong nozzle, improper drying/storage)

  • Normal wear and tear, or minor cosmetic packaging damage that does not affect product use

  • Purchases made from unauthorized sellers or second-hand sources

  • Free gifts or promotional items (unless otherwise stated)