My understanding of the Bambu exchange policy, and your description of the process, is that the price of the new printer is refunded, not the sale price of the original printer. The new charge is intended as a deposit until they receive the old printer. If you have the original packing materials, and could wait, you could return the old machine and they would ship a new one to you once it was received at no charge. You might want to contact support again to clarify this.
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