Refund took ages, but constant support updates really helped
I bought an Ender V3 in May, immediately had second thoughts and tried to cancel via email about 20mins later. They don't have a simple cancellation option on the website so it's a bit of a pain. After 1hr no reply I tried to cancel via the web chat on the store. Apparently 1hr after ordering was too late and the printer was already due for dispatch! Mad. The only option I had was to wait for the printer to be delivered and then to refuse it at my door, which I did. DPD then stopped updating any tracking, meanwhile Creality was avoiding sending a refund until the printer was back in their warehouse. Since the printer was never in my care, I knew consumer rights meant that the refund did need to come my way eventually. The support was actually really good and would keep following up every so often to let us know they were still trying to track down the package. After a month of waiting however I was over it, and mentioned that a chargeback or the ombudsman might have to be involved soon. After this mild threat, support escalated it to a manager and my refund was back in my account a few days later, with another support message checking I'd received it. So overall, terrible ordering / cancellation / return experience, but generally a really responsive support who proactively reached out to me often.