Refunds and Complaints
These rules concern downloadable digital 3D-model files, including STL, 3MF and ZIP.
1. Withdrawal within 14 days
Consumers generally have 14 days to withdraw from a distance contract without giving a reason. For digital content not supplied on a tangible medium, the statutory exception may apply after performance begins if the legal conditions are met, including express prior consent, acknowledgement of the loss of the withdrawal right and the required contract confirmation.
2. Before digital delivery begins
If the legal conditions for losing the withdrawal right have not been fulfilled, statutory withdrawal rights remain applicable. Contact the seller to exercise your rights.
3. Defective or non-conforming files
The withdrawal exception does not remove statutory remedies for digital content that does not conform to the contract. Consumers may request that the content be brought into conformity and, where legally justified, a price reduction or termination of the contract.
4. How to submit a complaint
Contact the seller using the details on the Contact page. Describe the problem, identify the purchased model and include the order reference when available. Screenshots and error details can help resolve technical problems.
5. Complaint handling
Consumer complaints are considered in accordance with applicable law. Where Polish consumer law requires a response within 14 days, the seller will respond within that period.
6. Refunds
Where a refund is due under applicable law, it will be processed using an appropriate payment method in accordance with the relevant legal requirements. Statutory consumer rights are not limited by this policy.
7. Expired download links
A download link normally remains valid for seven days. An expired link does not automatically remove the customer's contractual or statutory rights. Contact the seller if renewed access is needed.