Refund & Return Policy

Normally, our return policy lasts until 30 days after receipt. This return policy will come into effect when completing your order. If your request for a refund exceeds the time on the return policy, we will not offer you any refund or exchange.

If your products are not purchased from our official website but purchased through other channels, we will not handle the return for you according to our policy. And in these circumstances, you will need to go to your purchasing channel for after-sales service.

After-sales service

We hope our customers can have a great shopping experience on our website. If any circumstance is not included below, please click HERE to contact us for help.

Refundable situation and related policy

1. If your package hasn't been shipped:

In this circumstance, please email us at service@makeblock.com to cancel your order within 12 hours. In this way, you will get the total amount you paid the fastest. Please do not open a chargeback, because in that way your refund time will be lengthened, and a portion of the handling fee (charged by your paying bank) will be deducted from your refund.

2. If your package is on the way:

In this circumstance, you should email us at service@makeblock.com to intercept your package as soon as possible. You will receive a refund for your purchase price and pay us the costs such as interception fees and additional duties incurred. Return shipping costs are non-refundable. You will be responsible for the cost of intercepting the package.

3. If your package has been received:

1. Unopened package(s) with its original receipt: You will receive a refund for your purchase price and pay us a 10% service fee. Return shipping costs are non-refundable. You will be responsible for any return shipping costs.

2. Opened package(s), unused, with its original receipt, with all original materials and packaging, undamaged: You will receive a refund for your purchase price, and pay us a 15% service fee. Return shipping costs are non-refundable. You will be responsible for any return shipping costs.

3. Opened package(s), used unit with no visible wear or damage, within 30 days of shipment with its original receipt, with all original packaging and materials except the Proofgrade Materials, undamaged: You will receive a refund for your purchase price, and pay us a 30% service fee. Return shipping costs are non-refundable. You will be responsible for any return shipping costs.

Note:

1. If your refund application is approved according to the policy above, your refund will be processed faster.

2. The percentage of service fee mentioned above is based on the total price of goods, including tax and freight.

Return method

To return your product, please email us to get the shipping address, and we will give you a returned address. Except for quality problems, you will have to pay for your own shipping costs of the item returned. Return shipping costs are non-refundable. Depending on where you live, it may take different times for your ordered and exchanged product to reach you. We will also update the tracking number of your order by email so that you can get the logistics information of your package.

Refund arrival time

After we receive the returned product and check over, we will process the refund and send you the relevant proof by email, which usually takes 3-5 business days to process. All refunds are in US dollars. When the refund reaches your account also depends on the efficiency of your paying bank. If you haven't received your refund for a long time after we process your refund, please check with the paying bank.

Non-refundable situation

1. Exchanging products that have been received is not allowed in normal situations.

2. Products after 30 days of shipment are no longer eligible for return.

3. A package with visible wear or damage is unable to be returned.

4. Purchase from other channels is not eligible for return. The customer should contact the reseller channel for a return & refund.

5. Labels, machine serial numbers, waterproof marks, anti-counterfeiting marks, etc. torn up or altered.

6. Products are damaged due to unavoidable factors, such as fire, flood, lightning strikes, traffic accidents, and other force majeure.

7. The corresponding product has not been sent within seven days since having Makeblock's return confirmation.

If there are particular circumstances, please click HERE to contact us for help.