Refund policy
Return & Refund Policy
General Information
All products available in our store are 3D-printed pieces made directly by us.
Most of our products are made to order. This means that a product may be manufactured specifically after an order has been received.
However, the fact that a product is made to order does not automatically exclude the customer's right of withdrawal. The right of withdrawal does not apply to products made according to the customer's specifications or clearly personalised, where the applicable law provides for such an exception.
The conditions below apply without prejudice to any consumer rights granted by applicable law.
Right of Withdrawal
For purchases made online, consumers generally have the right to withdraw from the contract within 14 days of receiving the product, without having to provide a reason.
The 14-day period begins on the day on which the customer, or a third party designated by the customer other than the carrier, acquires physical possession of the product.
To exercise the right of withdrawal, the customer must notify us of their decision within the applicable legal period using the contact details provided in the Contact section of our store.
Once the withdrawal has been communicated, the product must be returned without undue delay and, in any event, within 14 days of notifying us of the withdrawal.
Personalised Products
The right of withdrawal does not apply to products made to measure or clearly personalised according to specifications provided by the customer, where such products fall under an applicable legal exception.
This may include, for example, products for which the customer has requested specific modifications compared to the standard configuration, such as changes to the design, custom dimensions, personalised elements, or other characteristics specifically made for the customer.
A standard product purchased from our catalogue and simply manufactured after the order is received should not automatically be considered a personalised product for the purposes of the right of withdrawal.
Return Conditions
When exercising a valid right of withdrawal, the product must be returned in the condition in which it was received.
The customer is responsible for taking reasonable care of the product while it is in their possession.
The customer may handle the product to the extent necessary to establish its nature, characteristics, and functionality. If the product is handled beyond what is necessary for such an assessment and this results in a reduction in its value, a corresponding reduction in the refund may be applied to the extent permitted by applicable law.
Whenever possible, we recommend using suitable packaging to protect the product during return shipping.
Return Shipping Costs
When exercising the right of withdrawal, the direct cost of returning the product is the responsibility of the customer, unless otherwise agreed or where applicable law provides otherwise.
Any shipping costs paid for the original delivery of the order will be handled in accordance with applicable law.
If the customer chose a delivery method that was more expensive than the least expensive standard delivery option available at the time of purchase, any refund of the original shipping cost will be limited to the amount corresponding to the least expensive standard delivery option.
How to Request a Return
To request a return under the right of withdrawal, the customer must contact us within the applicable legal period and provide:
order number;
name used to place the order;
product or products they wish to return;
clear statement that they wish to exercise their right of withdrawal.
After receiving the request, we will provide the customer with the necessary instructions for returning the product.
Please do not send products to the sender's address or to any other address without first receiving return instructions from us.
Refunds
Once we have received the withdrawal notification, we will issue any refund due in accordance with applicable law.
The refund will be made using, unless otherwise agreed with the customer, the same payment method used for the original transaction.
The refund may be withheld until we have received the returned product or until the customer has provided evidence that the product has been shipped back, whichever occurs first.
Defective, Damaged or Non-Conforming Products
The right of withdrawal for change of mind is separate from the consumer's rights regarding defective, damaged, or non-conforming products.
If you receive a product that is defective, has been damaged during shipping, or does not correspond to what you ordered, please contact us as soon as possible, providing your order number and, where possible, photographs of the product and packaging.
We will assess the issue and, where applicable, provide the remedy required by applicable law, which may include repair, replacement, price reduction, or refund.
Return shipping costs relating to defective or non-conforming products will be handled in accordance with applicable law.
Products Damaged During Shipping
If your product arrives damaged, please contact us as soon as possible and, where possible, keep the product, packaging, and any shipping materials until the issue has been resolved.
Photographs of the product and packaging may be useful to document the issue and allow us to cooperate with the carrier.
Nothing in this section limits any consumer rights provided by applicable law.
Orders That Have Not Yet Been Shipped
If you wish to cancel an order before it has been shipped, please contact us as soon as possible and provide your order number.
Since our products are often made to order, the manufacturing process may already have started when we receive the cancellation request.
We will assess the request on a case-by-case basis and in accordance with the rights granted to the customer under applicable law.
For personalised products or products made according to specific customer requirements, the exceptions to the right of withdrawal provided by law may apply.
Contact Us
For any questions or requests regarding returns, refunds, defective products, or the exercise of the right of withdrawal, you can contact us through the Contact page of our store.
Please always include your order number in your message so that we can process your request as quickly as possible.
Consumer Rights
This Return & Refund Policy does not limit or exclude any mandatory consumer rights granted under applicable law.
For the general terms and conditions governing the use of our store and the purchase of our products, please refer to our Terms of Service.