Thank you for choosing Polyvoxel. We aim to ensure your satisfaction with our custom 3D printing and marketplace products. This Refund Policy outlines the conditions for returns, refunds, and exchanges.
Custom 3D Printed Orders
- Non-Returnable: Custom 3D printed items are non-returnable and non-refundable except in the following cases:
- Wrong Item Delivered: We will arrange a free pickup and deliver the correct item.
- Damaged Item: A full refund will be issued after we receive and inspect the returned item.
- Checking Period: Returns for wrong or damaged custom items must be reported within 24 hours of delivery.
- Process:
- Contact support@polyvoxel.com within 24 hours to initiate a return.
- For damaged items, refunds are processed after we receive and inspect the item.
- For wrong items, we will arrange pickup and deliver the correct item.
- Exclusions: We are not responsible for functionality, durability, flexibility, or breakage of custom printed parts due to material or specification choices.
Marketplace Products
Ordinary Items
- Return Conditions:
- Change of Mind: Returns accepted within 7 days of delivery. A 75% refund is issued after we receive and inspect the item for damage. Customers pay pickup and return shipping costs. If the item is damaged, no refund is issued, and the item is shipped back at the customer’s expense.
- Damaged Item: Returns accepted within 24 hours of delivery. A 100% refund is issued after we receive and inspect the item. Free pickup is provided, but customers pay if the item is shipped back.
- Process:
- Contact support@polyvoxel.com to initiate a return.
- Refunds are processed within 7 business days after we receive and inspect the item.
- Refunds are issued to the original payment method and exclude initial shipping costs.
Personalized Items
- Non-Returnable: Personalized items are non-returnable and non-refundable except for:
- Wrong Item Delivered: We will arrange a free pickup and deliver the correct item.
- Damaged Item: A full refund is issued after we receive and inspect the item.
- Checking Period: Returns for wrong or damaged personalized items must be reported within 24 hours of delivery.
- Process: Same as for custom 3D printed orders.
Non-Returnable Items
The following items are non-returnable and non-refundable under any circumstances:
- Gift cards
- Digital downloads
- Perishable goods
Return Shipping
Customers are responsible for return shipping costs unless the return is due to our error (wrong or damaged item). For eligible returns due to our error, we provide a prepaid shipping label.
Processing Time
Refunds and exchanges are processed within 7 business days after receiving the returned item. Refund times may vary depending on your payment provider.
Contact Us
For questions or assistance with returns, contact our customer support team at support@polyvoxel.com.