Refund policy

RETURNS AND CLAIMS

Version of 19 October 2026

3Dprint.shop sells exclusively to business customers. Sales are not subject to a right of withdrawal, except in the specific case described in point 5. This policy explains what we do in the event of a damaged parcel, a delivery error, a defective product, or a return you would like to propose.

1. On delivery: check and record reservations

Check the condition of the parcels and their contents in front of the carrier. If a box is damaged, an item is missing or a parcel has been opened:

• write precise, dated and signed reservations on the delivery note (“parcel opened”, “1 box missing”, “crushed spool”: a general note such as “subject to unpacking” has no value);
• confirm them to the carrier in writing within three working days of delivery;
• send us a copy with your photos and your order number at contact@3dprint.shop.

Without reservations at delivery, recourse against the carrier is lost and we can no longer cover the damage.

2. Delivery error or damaged product

Report any difference from your order (reference, quantity, damaged product) within three working days of delivery to contact@3dprint.shop, with the order number, the reference concerned and photos. After this period, the delivery is deemed compliant.

After verification, we will offer, depending on the case, shipment of the missing or replacement product, a credit note or a refund. If a return is required, we will send you the instructions and bear the return transport costs.

3. Defective product

If a product shows a defect during use, contact us with the order number, the reference, the batch number if shown on the packaging, a description of the problem and, for a consumable, the settings used (machine, temperature, speed) and photos of the result. This information allows us to distinguish a product defect from a settings issue, and to refer the matter to the manufacturer where its warranty applies.

Products are covered by the statutory warranty against hidden defects and, where applicable, by the manufacturer's warranty. An unsatisfactory print result is not in itself a defect: consumables depend on the conditions of use. Defects due to improper storage, incompatible equipment or use not in accordance with the manufacturer's instructions are not covered.

If the defect is confirmed, we will proceed, depending on the case, with a replacement, a credit note or a refund. Processing times depend on the manufacturer when its warranty is involved.

4. Returns for convenience

Ordered the wrong reference, diameter or quantity? There is no automatic right of return, but we review every request. Write to us within fourteen days of delivery. A return is only possible with our prior written agreement, for new, complete, unopened products in their intact original packaging, at the buyer's expense and risk. Opened consumables or consumables with a broken seal, products ordered specially and products shipped directly by the manufacturer are not taken back. A credit note is issued after inspection of the returned products; it may be reduced by the costs incurred.

5. Small businesses: right of withdrawal

If your business employs five people or fewer and the order does not fall within the scope of your main activity, you have a fourteen-day right of withdrawal from receipt (Article L. 221-3 of the French Consumer Code). Inform us in writing at contact@3dprint.shop within this period, then return the products complete, unopened and in their original packaging within the following fourteen days, at your expense. The refund is made within fourteen days of receipt of the products.

6. How to return a product

No return is accepted without prior written agreement. Once a return is agreed, we will give you the return address, which is that of the dispatch site:

• orders shipped from our logistics warehouse: 3Dprint.shop, c/o Elogik Bourgogne, 18 rue de la Mare, 71530 Crissey, France;
• other shipments: 3Dprint.shop, 18 rue Berjon, B03, 69009 Lyon, France.

Include the order number and the return agreement reference in the parcel. Pack the products so that they arrive intact: a product damaged during return transport remains your responsibility, unless we organised the transport.

7. Refunds and credit notes

A credit note can be used on a later order. A refund is made to the payment method used for the order, or by bank transfer for an order paid on terms, within fourteen days of receipt and inspection of the products. The amount refunded is the amount paid for the products concerned; the initial delivery costs are refunded only if the return results from an error on our part.

8. Contact us

contact@3dprint.shop, +33 (0)4 28 89 77 28, Monday to Friday from 9 am to 12 pm and from 2 pm to 6 pm (Paris time).