Creality Falcon Privacy Policy

Last updated: May 15, 2026

This Privacy Policy applies to the products and services operated by Creality 3D Technology (Europe) GmbH with its registered address at Unit 1307, Beverley Commercial Centre, 87-105 Chatham Road South, Tsim Sha Tsui, KLN, Hong Kong regarding the Creality Falcon series products and the websites (hereinafter referred to as "Creality Falcon", "we", "us" or "our").

As the data controller, we understand the importance of your privacy. Please take the time to read this Privacy Policy carefully to understand how we will use your personal data.

Minors (per local jurisdiction) may only use this platform with parental or legal guardian consent.

This Privacy Statement describes:

• What Data Do We Collect About You?
• How Do We Use Your Data?
• How Do We Store Your Data?
• How Do We Share Your Data?
• What Are Your Rights and Options?
• How Do You Contact Us?
• How Do We Update This Privacy Statement?

1. What Data Do We Collect About You?

We may collect and process the following personal data about you, depending on the types of services you use on this Platform (specifically focusing on Falcon laser engraver/cutter users):

No.	Category	Data Set
1	Account Information	Email address Password (encrypted) Username / Nickname Profile picture Third-party Login IDs (e.g., Google ID, Facebook ID, Apple ID)
2	Contact & Identity Info	Full Name Phone Number Email Address Country, City, Postcode (EU Member States) Detailed Shipping & Billing Address
3	Order & Transaction Info	Order Number Product Details (Falcon Model, Quantity, Accessories) Order Date & Time Payment Status
4	Device & Warranty Info	Device Serial Number (SN) Device Model (e.g., Falcon2 10W/22W) Firmware Version Date of Activation Proof of Purchase Repair/Maintenance Records
5	Customer Support Info	Support Ticket Content Uploaded Files (screenshots, error logs, project files) Live Chat Transcripts Satisfaction Survey Responses
6	User Generated Content (UGC)	Project Reviews & Ratings Engraving/Cutting Photos and Videos Forum Posts or Community Comments Q&A Questions and Answers
7	Marketing & Preferences	Newsletter Subscription Status Marketing Communication Preferences (Email/SMS) Contest Entries Coupon Usage History
8	Technical & Device Data	IP Address Browser Type & Version Operating System Device ID / Mobile Advertising ID Cookie IDs & Session Tokens Browsing History & Clickstream Data

2. How Do We Use Your Data?

To provide you with the requested services, as well as based on your consent, we will process the personal data collected in Section 1 for the associated purposes described below. Unless otherwise stated, refusing to provide certain data may prevent you from using specific features of the Platform.

(1) Account Management & Security:

We use your Account Information (including Third-party Login IDs) and Contact Info to create and maintain your Creality account, verify your identity, and secure your account against unauthorized access. Your nickname and profile picture may be displayed publicly in community sections.

(2) Order Processing & Delivery:

We process your Order Info and Contact Info (including Company Name if provided) to:

• Confirm and process your purchase.
• Arrange shipping and delivery via our logistics partners.
• Process returns, refunds, or gift message deliveries.

(3) Warranty Activation & Device Support:

Specific to our hardware products, we use your Device & Warranty Info (Serial Number, Firmware Version, Proof of Purchase) to:

• Verify your product’s warranty status.
• Activate your device registration in our system.
• Provide firmware update notifications relevant to your specific device model.
• Track repair history and maintenance records.

(4) Customer Service & Technical Troubleshooting:

When you contact us, we use your Support Info (including uploaded screenshots, error logs, and chat transcripts) to:

• Diagnose technical issues with your 3D printer or scanner.
• Provide step-by-step troubleshooting guidance.
• Escalate complex cases to our engineering team (anonymized where possible).

(5) Community Engagement & User Generated Content (UGC):

We process your UGC (Reviews, Ratings, Photos, Videos, Comments) to:

• Display your reviews and photos on product pages to help other customers.
• Moderate content to ensure it meets our community guidelines.
• Feature exceptional user creations in our marketing materials (only with your additional consent or as permitted by law).

(6) Marketing & Personalization:

With your consent (or where legally permissible), we use your Marketing Preferences, Browsing History, and Clickstream Data to:

• Send you newsletters, promotional offers, and new product launches via Email.
• Display personalized ads on third-party platforms (e.g., Facebook, Google) based on your interests.
• Analyze the effectiveness of our marketing campaigns.

You can withdraw consent or opt-out at any time via the "Unsubscribe" link or your account settings.

(7) Product Improvement & Analytics:

We aggregate your Technical Data, Device Info, and Feedback to:

• Identify common bugs or firmware issues across specific device models.
• Improve website usability and navigation.
• Forecast inventory demand for specific products.

3. How Do We Store Your Data?

3.1 Location of stored information

In principle, personal information collected and generated by us within a certain region will be stored within that region (for example, the EU, the United States, China, etc.). However, you understand and agree that because we may provide products or services through global resources and servers, your personal information may be transmitted and stored on servers that comply with the laws and regulations of your region and data compliance and security requirements. No matter where your personal information is transmitted, we will fulfill cross-border data compliance obligations in accordance with applicable laws and take appropriate measures to ensure that your personal information receives protection consistent with this Policy.

We ensure appropriate safeguards (such as Standard Contractual Clauses (SCCs)/ UK SCCs) are in place for any cross-border transfers outside the EU/EEA/UK.

3.2 Retention period of stored information

When your information is no longer needed to achieve the purposes and uses specified in this Privacy Policy, and it is also not necessary to retain it in accordance with relevant laws and regulations or your agreement with us, we will take reasonable steps to delete or anonymize personal information securely or make it unidentifiable and unable to be edited, modified, or used again.

4. How Do We Share Your Data?

We do not sell your personal data. We only share your data with third parties as necessary to provide our services, comply with laws, or with your explicit consent.

(1) Necessary sharing with our affiliates:

We may share your personal information with our affiliates. We will only share necessary personal information, and such sharing is subject to the purposes stated in this Policy. If an affiliate intends to change the purpose of processing personal information, it will again obtain your authorization and consent.

(2) Sharing with Service Providers:

We engage trusted third-party vendors who act as data processors. They are contractually obligated to protect your data and only process it for specified purposes.

No.	Service Category	Data Shared	Typical Recipients	Purpose
1	Logistics & Customs	Name, Address, Phone, Company Name, Order Details.	DHL	To deliver products, handle returns.
2	Cloud Storage & IT	Uploaded Files (logs, images), Account Data, Server Logs.	AWS	To host our website, store warranty documents/review media, and ensure IT security.
3	Customer Support Tools	Chat Transcripts, Email Content, Ticket Details, Call Recordings.	Udesk	To manage support tickets, live chat, and hotline services.
4	Marketing & Analytics	Email Hash, Clickstream Data, Device ID, Ad Interaction Data.	SAP (Email), Google Analytics, Facebook/Meta Pixel, TikTok Ads.	To send newsletters, measure ad performance, and deliver personalized ads.
5	Content Management (CMS)	Uploaded Media (Images/Video), Internal Logs.	Sanity	To securely store and deliver our website's core content and product information.

Information technology and hosting service providers: we may engage external service providers to provide website hosting, cloud storage, payment processing, and information technology support services. The online store platform of this store is supported and operated by Shopify Inc. (151 O'Connor Street, Ground Floor, Ottawa, Ontario, K2P 2L8, Canada). To operate the online store, your order data (including personal data) will be processed by Shopify and stored on servers located in the United States. To learn about Shopify's data processing details, you can refer to its privacy policy: https://www.shopify.com/legal/privacy

(3) Legal & Safety Disclosures:

We may disclose your data to government authorities, law enforcement, or legal advisors if required by law, court order, or to protect the safety and rights of Creality and our users (e.g., in cases of fraud or intellectual property infringement).

5. What Are Your Rights and Options?

Depending on your location, you may have the following rights regarding your personal data:

Your Rights	Description	How to Exercise Your Rights?
Right of Access	You can request confirmation as to whether personal data about you is processed and receive a copy of it.	(1) Log in to "My Account" to view order, address, and account info. (2) Contact us as set out in Section 6.
Right of Rectification	You can have your inaccurate data corrected and incomplete data completed.	(1) Update your profile in "My Account". (2) Contact us as set out in Section 6.
Right of Erasure ("Right to be Forgotten")	You can have your data erased under certain conditions (e.g., withdrawal of consent).	(1) Delete order/address info in "My Account". (2) Contact us as set out in Section 6. (Note: We may retain data if required by law, e.g., for tax purposes).
Right to Withdraw Consent	You can withdraw consent to processing based on consent (e.g., marketing).	(1) Click "Unsubscribe" in marketing emails/SMS. (2) Contact us as set out in Section 6.
Right of Objection	You can object to the processing of your data for direct marketing.	Contact us as set out in Section 6 or use the opt-out link in messages.
Right of Portability	You can receive certain data you provided in a machine-readable format.	Contact us as set out in Section 6.
Right to Restrict Processing	You can restrict processing under certain conditions (e.g., while accuracy is verified).	Contact us as set out in Section 6.

Requests will be handled in accordance with applicable legal requirements, typically within 30 days. We may need to verify your identity before processing your request.

6. How Do You Contact Us?

If you have any questions about this Privacy Policy or wish to exercise your privacy rights, please contact us at:

By Email: eu.support@crealityfalcon.com

7. How Do We Update This Privacy Statement?

If we update this Privacy Statement, we will let you know in advance about any material changes that will affect how your personal data are processed, by emailing or otherwise contacting you directly (where required by law).

The most current version of this Privacy Policy will be available here. You can check the "Last updated" date posted at the top to see when this Privacy Statement was last updated.