Legal
Refund & return policy
When you can cancel, when you can return, and how refunds are paid.
In short: you can cancel free of charge any time before production starts. Once we begin printing your made-to-order model, it cannot be returned simply because you changed your mind — but if it arrives faulty, damaged or not as agreed, we repair, replace or refund it at our cost.
1. Cancelling before production
From the moment you accept a quote until the moment production starts, you may cancel for any reason at no cost. Write to info@weprint3d.com or message us. Any payment already made is returned in full within 14 days.
2. Why the 14-day withdrawal right does not apply afterwards
EU consumers normally have 14 days to withdraw from a distance purchase. That right does not apply to goods made to the consumer’s specification or clearly personalised — Article 16(c) of Directive 2011/83/EU on consumer rights.
Every model we make is produced only after you approve a specification, in the size, material, colours and finish you chose. It has no resale value to anyone else. For that reason, once production has started the right of withdrawal is not available and we cannot accept a return for change of mind.
You confirm that you understand this when you place the order. It does not affect any of the rights described below.
3. Ready-made items
If you buy a non-personalised item from existing stock, the standard 14-day withdrawal right applies. Tell us within 14 days of delivery, return the item unused in its original packaging within 14 days of telling us, and we refund the item price plus standard outbound shipping. Return postage is yours to pay unless the item was faulty.
4. Faulty, damaged or incorrect items
Regardless of personalisation, you are covered by the legal guarantee of conformity — at least two years from delivery for consumers in the EU. An item does not conform if it is broken, defective, materially different from the agreed specification, or not what you ordered.
Contact us within 14 days of delivery for transit damage, or as soon as you notice a defect in other cases, with:
- photographs of the item showing the problem;
- photographs of the outer packaging, if the damage happened in transit;
- your order reference.
We will repair or replace the item at our cost, including return postage where a return is needed. If repair and replacement are both impossible or disproportionate, or if a second attempt also fails, you are entitled to a price reduction or a full refund.
5. What is not a defect
- Fine layer texture visible on curved or angled surfaces — inherent to the process.
- Small colour variation against a reference photo, or between copies of the same model.
- Minor variation in dimensions within normal printing tolerance.
- Damage caused by dropping, heat exposure, outdoor use or modification after delivery.
- Dissatisfaction with a design you approved at the quote stage.
6. How refunds are paid
Approved refunds are paid by bank transfer to the account the payment came from, within 14 days of us accepting the claim or receiving the returned item, whichever is later. We refund in euro. We do not charge a restocking or handling fee. Currency conversion differences and fees charged by your own bank are outside our control.
7. Late delivery
If we miss the agreed delivery estimate and cannot deliver within a reasonable additional period you set, you may cancel the order and receive a full refund, including shipping paid.
8. How to make a claim
Email info@weprint3d.com with your order reference and the photographs described above, or message us on WhatsApp or Telegram. We acknowledge every claim within 5 business days. If you are not satisfied with our answer, the options open to you are described in the legal notice.