Refund and Returns

1) Return Windows

Change of mind: 30 days from delivery. Item must be unopened, unused, and in original packaging.

Damaged/incorrect items: Contact us within 7 days of delivery.

Faulty items (incl. filament quality issues): Contact us as soon as you notice the problem.

2) How to start a return

Email - with:

Order number

Reason for return

Photos (if damaged/incorrect/fault claim)

If your request is approved, we’ll send instructions and the return address (and a prepaid label where applicable). Do not send items back without approval—they won’t be accepted.

3) Change-of-Mind Returns

Item must be factory sealed.

Shipping fees (both ways) and any payment processing fees are non-refundable.

A 30% restocking fee applies to approved change-of-mind returns.

You’re responsible for return shipping and safe packaging (use tracked postage).

4) Damaged, Incorrect, or Faulty Items

We’ll assess your claim and may request photos or additional info.

If confirmed, we’ll replace, or refund as appropriate and cover return shipping where the item is assessed as faulty or our error.

Filament-specific notes

Vacuum bag condition: A burst or unsealed vacuum bag is not by itself a defect. Moisture can be removed by drying the filament.

Testing a faulty-claim roll:

Please sign/mark the spool with a unique, non-replicable identifier before returning. We test the same spool on receipt.


If testing finds no fault, a 50% restocking fee applies and return shipping back to you is at your cost.

5) Non-returnable Items

Opened or used spools, cut lengths/samples, custom/special orders

Gift cards

Sale/Clearance items (unless required by the ACL)

6) Exchanges

The quickest way is to return the original (once approved) and place a new order for the item you want.

7) Refunds

Once your return is received and inspected, we’ll let you know if it’s approved. If approved, refunds are processed to your original payment method within 10 business days (bank/card processing times may vary).

If it’s been over 15 business days since approval, please email -

 

Questions? We’re here to help: -