Refund & return policy
Refund and return policy
This policy governs cancellations, returns, refunds, and claims relating to Products supplied by the Company.
Different rules apply depending on whether the Buyer is a Business Buyer or a Consumer. Nothing in this policy excludes or restricts any mandatory right that cannot lawfully be excluded or restricted.
Business Buyers
Products supplied to Business Buyers are generally manufactured, prepared, configured, or allocated in response to a specific order. Once a Product has entered production or preparation, the order cannot normally be cancelled and the Product is not eligible for return or refund due to a change of mind, incorrect ordering, changes in the Buyer's requirements, or other circumstances not attributable to the Company.
If the Products have not yet entered production or preparation, the Company may, upon request and subject to its written confirmation, allow the order to be changed or exchanged for other Products of equal or higher total value.
Any such change is subject to availability, technical feasibility, production status, and any price difference applicable to the replacement Products.
For Business Buyers, Products are not eligible for return or refund solely because:
- the Buyer changes its mind after ordering;
- the wrong Product, quantity, version, or specification was ordered by the Buyer;
- the Product is incompatible with equipment, printers, processes, or applications that were not expressly guaranteed by the Company for that specific use;
- the Buyer modifies, mixes, dilutes, contaminates, processes, cures, or otherwise alters the Product;
- the Buyer does not follow the applicable Technical Data Sheet, Safety Data Sheet, Instructions for Use, processing guidance, storage instructions, or other applicable technical documentation; or
- results differ because of equipment, process parameters, environmental conditions, post-processing, application-specific requirements, or other factors outside the Company's responsibility.
This does not affect a Business Buyer's rights where the Company has supplied the wrong Product or quantity, where a Product has a proven defect attributable to the Company, or where another remedy has been expressly agreed in writing.
Consumer right of withdrawal
Where the Buyer qualifies as a Consumer and the order was concluded online or otherwise at a distance, the Consumer has the statutory right to withdraw from the contract within the period provided by applicable law, except where a legal exception to the right of withdrawal applies.
For goods, the standard withdrawal period is fourteen (14) calendar days from the day on which the Consumer, or a third party designated by the Consumer other than the carrier, acquires physical possession of the goods.
The Consumer does not need to provide a reason for exercising the statutory right of withdrawal.
To exercise the right of withdrawal, the Consumer must communicate an unequivocal decision to withdraw from the contract before the applicable withdrawal period expires. The Consumer may contact the Company at info@3Dresyns.com and should identify the relevant order.
Products made to Consumer specifications
The statutory right of withdrawal does not apply where the applicable legal requirements for an exception are satisfied, including Products genuinely manufactured according to the Consumer's individual specifications or clearly personalized for that Consumer.
The fact that a standard catalogue Product is manufactured or prepared after an order is received does not, by itself, exclude a Consumer's statutory right of withdrawal where the Product has not been made according to individual Consumer specifications or clearly personalized.
Where an exception to the statutory right of withdrawal applies to a particular Product or transaction, the Consumer will be informed in accordance with applicable law.
Consumer returns following withdrawal
After exercising a valid statutory right of withdrawal, the Consumer must return the Products without undue delay and within the period established by applicable law.
Because Products supplied by the Company may be chemical materials subject to specific packaging, transport, handling, or carrier requirements, Consumers should contact the Company before dispatching a return so that appropriate return instructions can be provided. This does not prevent a Consumer from validly exercising the right of withdrawal within the applicable legal period.
Unless the Company has agreed to bear them or applicable law provides otherwise, the Consumer bears the direct cost of returning Products following a change-of-mind withdrawal.
The Consumer is responsible for any reduction in value resulting from handling beyond what is reasonably necessary to establish the nature, characteristics, and functioning of the Product, to the extent provided by applicable law.
Refund following Consumer withdrawal
Where a Consumer validly exercises the statutory right of withdrawal, the Company will reimburse the payments required by applicable law, including the applicable standard delivery costs where required.
If the Consumer selected a delivery method that was more expensive than the least expensive standard delivery method offered by the Company, any additional delivery cost above the standard delivery cost need not be reimbursed to the extent permitted by applicable law.
The refund will be made using the same means of payment used for the original transaction unless another method has been expressly agreed and does not result in additional cost to the Consumer.
The Company may withhold reimbursement until the returned Products have been received or the Consumer has provided sufficient evidence that they have been returned, whichever occurs first, to the extent permitted by applicable law.
Incorrect Products or quantities supplied by the Company
If the Company supplies a Product or quantity different from that confirmed in the order, the Buyer should notify the Company at info@3Dresyns.com as soon as reasonably possible, providing the order number, Product reference, quantity received, Product label, and relevant photographs where appropriate.
The Company will verify the order and dispatch records and, where the discrepancy is attributable to the Company, provide the appropriate correction or remedy.
Defective or non-conforming Products
A claim concerning an alleged Product defect or lack of conformity is distinct from a change-of-mind return.
The Buyer should notify the Company as soon as reasonably possible after identifying the alleged issue and provide sufficient information to allow the Company to investigate it, including where relevant:
- order number;
- Product name and reference;
- lot number;
- photographs of the Product and packaging;
- a description of the alleged defect or non-conformity;
- relevant storage and processing conditions; and
- any other information reasonably necessary to investigate the reported issue.
The Buyer should retain the affected Product, its original container, label, and relevant packaging while the investigation is pending, where safe and reasonably practicable.
For Business Buyers, where a Product is proven to have been defective or incorrectly supplied as a result of circumstances attributable to the Company, the Company may provide an appropriate contractual remedy, which may include replacement, re-manufacture, correction, credit, or refund, depending on the nature and circumstances of the issue and the applicable contractual terms.
For Consumers, defective or non-conforming Products are subject to the statutory conformity rights and remedies provided by applicable law. Nothing in this policy limits those mandatory rights or makes them subject solely to the Company's discretion.
Printer, process, and application compatibility
A Product is not considered defective solely because it does not produce the desired result with a particular printer, machine, process, parameter set, formulation modification, post-processing procedure, or application unless the Company expressly guaranteed that specific compatibility or performance for the relevant Product and conditions.
The Buyer is responsible for reviewing the applicable Product documentation and for following any required calibration, processing, storage, handling, curing, post-processing, validation, and safety instructions.
This provision does not exclude responsibility for an express Product characteristic, specification, or compatibility commitment made by the Company or any mandatory Consumer right relating to conformity.
Transit damage, leakage, loss, and short shipment
Products damaged or lost during transport, leaking containers, failed deliveries, and short shipments are governed by the Company's Loss, failed delivery, damage in transit, leaks, or short shipment policy.
A transit incident is not treated as a voluntary return or change-of-mind cancellation.
The allocation of transport risk and the applicable remedies may differ between Business Buyers and Consumers as described in that policy and in the Company's applicable delivery terms.
Products altered after delivery
Except where mandatory law provides otherwise, the Company is not responsible for problems caused after delivery by contamination, incorrect storage, improper handling, unauthorized modification, addition of third-party substances, dilution, mixing, processing outside the applicable instructions, expired materials, or other alterations not attributable to the Company.
Where an investigation is necessary, the Company may reasonably request information regarding how the Product was stored, handled, processed, or modified in order to determine the cause of the reported issue.
Return authorization and shipping
Products should not be returned to the Company without first contacting info@3Dresyns.com for the appropriate return instructions.
This requirement is intended to ensure appropriate identification, handling, packaging, transport, and processing of returned technical materials and does not restrict the timely exercise of any mandatory Consumer right.
Unauthorized or improperly shipped chemical-material returns may create transport, safety, identification, or regulatory problems and may therefore be refused by the carrier or handled in accordance with applicable transport requirements.
Voluntary commercial accommodations
Where the Company voluntarily agrees to provide a replacement, credit, exchange, or other commercial accommodation beyond its contractual or statutory obligations, that accommodation does not constitute an admission of liability and does not create an entitlement or precedent for another order or transaction.
Mandatory rights
Nothing in this Refund and return policy excludes, restricts, or modifies any right, remedy, legal guarantee, obligation, or liability that cannot lawfully be excluded, restricted, or modified.
Where the Buyer qualifies as a Consumer, mandatory consumer protection law prevails over any conflicting provision of this policy.