Refund policy
Last updated: August 30, 2026
Thank you for shopping with 3DPrintProps.
This Return & Refund Policy explains the rules that apply to cancellations, returns, exchanges, refunds, physical products, custom and personalised products, and digital products purchased from 3DPrintProps.
Nothing in this policy limits or excludes any mandatory consumer rights that cannot legally be excluded under the laws applicable to your purchase.
1. Quick Summary
| Product Type | Change-of-Mind Return | Main Conditions |
|---|---|---|
| Standard physical products | Where required by applicable law | Eligible EU/EEA/UK consumers generally have a 14-day statutory withdrawal right unless a legal exception applies. |
| Custom or personalised physical products | Generally no | The statutory withdrawal right may not apply where goods are made to the customer's individual specifications or are clearly personalised. |
| Made-to-order physical products using standard catalogue options | Depends on applicable law | Producing an item after an order is placed does not by itself remove mandatory statutory withdrawal rights where such rights otherwise apply. |
| Digital products | Generally non-returnable after delivery/access begins | For EU/EEA/UK consumers, loss of the statutory withdrawal right depends on the legally required prior consent and acknowledgement. |
| Damaged, defective, incorrect, or not-as-described products | Eligible for an appropriate remedy | Mandatory consumer rights remain fully applicable regardless of product type. |
| Sale or discounted products | Mandatory rights still apply | A discount or sale price does not remove statutory rights relating to eligible withdrawal, defects, damage, incorrect goods, or lack of conformity. |
2. Physical Products
Most physical products sold by 3DPrintProps are produced, assembled, finished, painted, or otherwise prepared after an order is placed.
Some products are sold using standard catalogue specifications and options, while others may be customised or personalised according to an individual customer's requirements.
The fact that an item is produced after an order is placed does not, by itself, determine whether a statutory right of withdrawal applies. Where mandatory consumer law grants a right of withdrawal and no legal exception applies, that right remains unaffected by this policy.
3. Custom, Bespoke, and Personalised Products
Some physical products are made according to individual customer specifications or are clearly personalised. Examples may include:
- custom names, dates, text, inscriptions, or other personalised details;
- dimensions or proportions made specifically to customer-provided measurements;
- custom designs created specifically for an individual customer;
- special configurations or modifications requested specifically by the customer;
- other non-standard specifications agreed as part of a custom commission.
Where permitted by applicable law, goods made to the consumer's individual specifications or clearly personalised are not eligible for change-of-mind cancellation or return.
This exception applies only to change-of-mind rights. It does not affect your rights if a custom or personalised product is damaged, defective, incorrect, materially different from what was agreed, not as described, cannot be supplied, or otherwise fails to conform to mandatory legal requirements.
4. EU / EEA / UK Consumers — Statutory Right of Withdrawal
If you are an eligible consumer in the European Union, European Economic Area, or United Kingdom, applicable consumer law may provide you with a statutory right to withdraw from an eligible online purchase without giving a reason.
For eligible physical goods, the withdrawal period is generally 14 days from the day you, or a third party designated by you other than the carrier, acquire physical possession of the goods.
If several goods from one order are delivered separately, the relevant statutory period may begin when you receive the last eligible item, where applicable under law.
To exercise the right of withdrawal, you must inform us of your decision before the withdrawal period expires. You may contact us by email at 3dprintprop@gmail.com or use the withdrawal form provided below.
You do not need to give a reason for exercising a statutory right of withdrawal.
Exceptions to the Right of Withdrawal
The statutory withdrawal right does not apply where an applicable legal exception applies. This includes, in particular, goods made to the consumer's individual specifications or goods that are clearly personalised.
A product being manufactured or prepared after an order is placed does not automatically mean that it falls within this exception. Where a product is ordered from standard catalogue specifications and is not legally considered made to the consumer's individual specifications or clearly personalised, any applicable statutory withdrawal right remains unaffected.
5. Returning an Eligible Product After Statutory Withdrawal
If you exercise an applicable statutory right of withdrawal, you must send the eligible goods back without undue delay and generally no later than 14 days after informing us of your decision to withdraw.
Please contact us before returning any product so that we can provide the appropriate return instructions and return address information.
Unless otherwise required by law or expressly agreed by us, the customer is responsible for the direct cost of returning goods following a change-of-mind statutory withdrawal.
You may inspect an eligible product to the extent reasonably necessary to establish its nature, characteristics, and functioning. You may be responsible for any diminished value caused by handling beyond what is reasonably necessary for that purpose.
Where possible, please return the product with its original accessories and packaging. Missing original packaging does not automatically remove statutory rights, but customers remain responsible for any legally applicable diminished value resulting from excessive handling or damage.
6. Refunds Following an Eligible Statutory Withdrawal
Where you validly exercise a statutory right of withdrawal, we will refund payments that are required to be reimbursed under applicable law.
For eligible EU/EEA statutory withdrawals, this generally includes the purchase price and the cost of the least expensive standard delivery method offered for the order.
If you selected a delivery method that was more expensive than our least expensive standard delivery option, the additional delivery cost does not have to be refunded where permitted by law.
We will process the required refund without undue delay and, where applicable, no later than 14 days from the date on which we are informed of your decision to withdraw.
For physical goods, where permitted by law, we may withhold the refund until we have received the goods back or until you provide evidence that you have sent them back, whichever occurs first.
Refunds will normally be made using the same payment method used for the original transaction unless another method is expressly agreed and permitted by law.
After we issue a refund, your bank, card issuer, PayPal, or other payment provider may require additional processing time before the funds appear in your account.
7. Digital Products, STL Files, PDF Patterns, SVG and DXF Files
Digital products include, but are not limited to:
- STL files;
- 3D printable models;
- PDF patterns and templates;
- SVG files;
- DXF files;
- other downloadable or electronically delivered files.
Because digital products cannot meaningfully be physically returned after access or delivery, our general policy is that digital products are non-returnable and non-refundable after delivery or access has begun, except where the digital product is defective, incorrect, materially not as described, cannot be supplied, or where a refund or other remedy is required by applicable law.
EU / EEA / UK Digital Content
Where applicable consumer law provides a statutory withdrawal right for digital content that is not supplied on a tangible medium, that right may be lost only where the legally required conditions have been satisfied.
This generally requires that:
- you expressly consent to the supply of the digital content beginning before the end of the applicable withdrawal period;
- you acknowledge that by giving this consent you will lose your statutory right of withdrawal once supply begins; and
- the digital content has begun to be supplied.
Where applicable law requires additional confirmation of that consent or acknowledgement, your statutory rights remain subject to those requirements.
Simply purchasing a digital product does not override any mandatory rights that cannot legally be waived.
8. Problems With Digital Files
If a digital file is corrupted, incomplete, materially different from its description, missing from the order, or cannot reasonably be accessed using the delivery method provided, please contact us at 3dprintprop@gmail.com.
We will review the issue and, where appropriate, provide a corrected file, replacement download, technical assistance, price reduction, refund, or another remedy required by applicable law.
9. Damaged, Defective, Incorrect, or Not-as-Described Physical Products
Please inspect your order after delivery.
If your item arrives damaged, defective, incorrect, incomplete, or materially different from the product description or agreed custom specification, please contact us as soon as reasonably possible at 3dprintprop@gmail.com.
When contacting us, please provide:
- your order number;
- a description of the problem;
- clear photographs of the product and the affected area;
- photographs of the shipping packaging if the product was damaged during delivery.
Requesting photographs helps us evaluate the issue and, where relevant, make a claim with the postal or delivery service. It does not remove or reduce any mandatory statutory rights.
Depending on the circumstances and applicable law, an appropriate remedy may include:
- repair;
- replacement;
- replacement parts;
- price reduction;
- partial refund;
- full refund; or
- another remedy required by applicable consumer law.
If we require a defective, damaged, incorrect, or non-conforming product to be returned, we will provide return instructions and will bear or reimburse return shipping costs where required by applicable law.
10. Order Cancellations
If you wish to cancel an order, please contact us as soon as possible at 3dprintprop@gmail.com.
If production or fulfilment has not started, we may be able to cancel the order immediately.
For custom, bespoke, or clearly personalised products that fall within a legal exception to the statutory withdrawal right, change-of-mind cancellation may no longer be possible after production has begun.
For standard catalogue products that are merely manufactured or prepared after an order is placed, production having started does not override any mandatory statutory cancellation or withdrawal right that otherwise applies.
Digital orders may not be cancellable after digital delivery has begun where the applicable legal requirements for loss of the withdrawal right have been satisfied.
11. Exchanges
We do not operate an automatic exchange system for change-of-mind custom, bespoke, personalised, or digital products.
If you received an incorrect, damaged, defective, or non-conforming product, please contact us and we will determine the appropriate remedy.
Where a statutory return right applies to an eligible product, you may return the product in accordance with that right and place a new order separately.
12. Return Shipping
Please do not send a product back without contacting us first.
Contacting us allows us to confirm whether a return is required and provide the correct return instructions.
For an eligible change-of-mind return where the customer is legally responsible for return shipping, we recommend using a tracked shipping service and retaining proof of postage.
Where a return is required because a product is damaged, defective, incorrect, or not as described, return shipping costs will be handled in accordance with applicable law.
13. Sale, Clearance, and Discounted Products
A product being sold at a sale, promotional, clearance, or discounted price does not remove any mandatory consumer rights.
Where no mandatory statutory return right applies, we may decline voluntary change-of-mind returns for sale, clearance, discounted, or final-sale products.
This does not affect rights relating to products that are damaged, defective, incorrect, not as described, or otherwise legally non-conforming.
14. Customs Duties, Import Taxes, and Third-Party Charges
Customs duties, import VAT, brokerage charges, and similar fees paid directly to customs authorities, delivery companies, payment providers, or other third parties are generally outside our control.
Whether such charges can be refunded depends on the applicable authority, service provider, and local law. Where required, customers may need to request reimbursement directly from the relevant authority or provider.
This does not affect any amount that 3DPrintProps is legally required to reimburse.
15. Statutory Withdrawal Form
You may use the following form if you are an eligible consumer wishing to exercise a statutory right of withdrawal. Use of this form is not mandatory; you may also send us any other clear statement informing us of your decision to withdraw.
Complete and send this form only if the statutory right of withdrawal applies to your purchase.
I/We hereby give notice that I/We withdraw from my/our contract of sale for the following goods or digital content, where the statutory right of withdrawal applies:
Product / Order:
____________________________________________________________
Order number:
____________________________________________________________
Ordered on:
____________________________________________________________
Received on, where applicable:
____________________________________________________________
Name of consumer(s):
____________________________________________________________
Address of consumer(s):
____________________________________________________________
Date:
____________________________________________________________
Signature of consumer(s): only required if this form is submitted on paper.
____________________________________________________________
This withdrawal form does not create a right of withdrawal where such a right is excluded by applicable law, including where the relevant legal requirements are met for goods made to the consumer's specifications, clearly personalised goods, or digital content for which the statutory withdrawal right has been validly lost.
16. Mandatory Consumer Rights
This policy is intended to explain our store procedures and does not replace mandatory consumer protection law.
If applicable law gives you additional rights relating to conformity, defective goods, digital content, repair, replacement, price reduction, cancellation, withdrawal, or refunds, those rights remain unaffected.
17. Contact Information
For questions concerning cancellations, returns, refunds, damaged or defective products, digital files, or statutory withdrawal requests, contact:
3DPrintProps
ul. Sirena 7, ap. 5
8238 Ravda, Bulgaria
Email: 3dprintprop@gmail.com
Phone: +359 87 908 6823
For information concerning shipping, production times, tracking, customs, and delivery, please see our Shipping Policy.