Returns, Refunds and Complaints Policy

Last updated: August 25, 2026

1. Overview

3Dfabriq provides custom 3D printing and manufacturing services. Most products supplied through 3Dfabriq.com are manufactured individually according to files, dimensions, materials, colours, quantities, technical parameters and other specifications selected or provided by the customer.

Because these products are made specifically for each customer, custom-made 3D printed products cannot normally be returned or exchanged simply because the customer has changed their mind.

This does not affect your statutory rights if a product is defective, damaged, incorrectly manufactured or otherwise does not conform to the order.

This Policy is operated by:

URBlink sp. z o.o.
59 Złota Street, Skylight Building
00-120 Warsaw
Poland

Website: 3Dfabriq.com

2. Custom-Made Products and Right of Withdrawal

Most products offered by 3Dfabriq are non-prefabricated goods manufactured according to the customer’s individual specifications.

This includes, in particular, products manufactured on the basis of:

STL, STEP, OBJ, 3MF, DXF or other files uploaded by the customer,
dimensions provided by the customer,
individually selected materials,
individually selected colours or finishes,
requested quantities,
specific printing parameters,
customer-specific modifications,
prototypes,
replacement parts,
individually designed components.

For consumers located in the European Union, the statutory right to withdraw from a distance contract generally does not apply to non-prefabricated goods made according to the consumer’s specifications or clearly personalised goods.

Therefore, the standard 14-day withdrawal period does not apply to custom-made 3D printed products manufactured specifically for you.

Once an order for a custom-made product has been accepted, it cannot generally be cancelled or returned due to a change of mind.

Nothing in this Policy limits any mandatory consumer rights provided by applicable law.

3. Standard or Non-Customised Products

If 3Dfabriq offers standard, pre-manufactured products that have not been customised or manufactured specifically for the customer, different statutory withdrawal rights may apply.

Where required by applicable consumer law, consumers may have the right to withdraw from the purchase of such standard products within the legally prescribed period.

Products returned under such a right must, subject to applicable law:

be complete,
not have been damaged,
not have been used beyond what is necessary to inspect their nature and characteristics,
include accessories supplied with the product.

This section does not apply to individually manufactured 3D prints and other customised products.

4. Defective, Damaged or Incorrect Products

If your product:

was damaged before or during delivery,
was manufactured incorrectly,
materially differs from the accepted order specification,
was produced from the wrong material,
was produced in the wrong quantity,
has manufacturing defects,
does not conform to the agreed specifications,

please contact us as soon as reasonably possible.

To help us investigate the issue efficiently, please provide:

your order number,
a description of the problem,
photographs showing the issue,
photographs of the packaging if the product was damaged during shipping,
measurements, where dimensional accuracy is relevant,
any other information reasonably necessary to assess the complaint.

We may request additional photographs, measurements or the return of the product before completing our assessment.

For shipping damage, we recommend notifying us immediately after receiving the shipment and retaining the original packaging until the matter has been resolved.

5. 3D Printing Characteristics and Manufacturing Tolerances

Customers acknowledge that additive manufacturing technologies have specific physical and visual characteristics.

Depending on the selected manufacturing process and material, products may naturally exhibit characteristics such as:

visible layer lines,
support removal marks,
minor surface imperfections,
small variations in surface texture,
slight colour differences between production batches,
visible build orientation effects,
minor dimensional deviations,
minor differences between the digital model and the manufactured object resulting from the selected production technology.

Such characteristics are not considered defects where they are normal for the selected manufacturing technology and remain within agreed or commonly accepted manufacturing tolerances.

Where specific dimensional tolerances, surface quality, colour matching, mechanical properties or other technical requirements are critical, the customer should inform 3Dfabriq before placing or approving the order.

6. Customer-Supplied 3D Models

3Dfabriq manufactures products based on files and specifications provided or approved by the customer.

The customer is responsible for ensuring that the supplied model:

has the intended dimensions,
has the intended geometry,
is suitable for the customer’s intended application,
contains no unintended design errors,
represents the product that the customer intends to manufacture.

A product manufactured correctly according to the file or specifications supplied and approved by the customer will generally not be considered defective solely because the underlying design contains an error.

Examples include:

incorrect dimensions contained in the uploaded model,
holes or openings designed at the wrong size,
incorrect wall thickness,
incorrect scale,
incorrect mechanical design,
incompatibility with another component resulting from the customer’s design.

If we identify an obvious technical issue before production, we may contact the customer, but 3Dfabriq is not responsible for independently validating every engineering or functional aspect of a customer-supplied model unless such validation has been expressly included in the ordered service.

7. Complaint Assessment

After receiving a complaint, we will review:

the customer’s order,
the uploaded or approved model,
selected manufacturing parameters,
the manufactured product,
photographs or measurements provided,
relevant production records.

Where appropriate, we may ask the customer to return the affected product for inspection.

We will inform the customer about the result of the complaint and the proposed resolution.

For consumers, complaints are handled within the time periods required by applicable consumer law.

8. Remedies

Where a complaint is justified, the available remedy may include, depending on the circumstances and applicable law:

reprinting the product,
replacing the product,
repairing the product where technically reasonable,
correcting or completing the order,
reducing the purchase price,
issuing a full or partial refund,
terminating the contract where permitted by applicable law.

For consumers, the available remedies and the order in which they may be exercised are determined by applicable consumer protection law.

Nothing in this Policy restricts mandatory statutory remedies available to consumers.

9. Reprints and Replacements

Where we determine that a product was incorrectly manufactured due to an error attributable to 3Dfabriq, we may manufacture a replacement product at no additional manufacturing cost to the customer.

Examples may include:

incorrect material used by 3Dfabriq,
incorrect quantity,
significant manufacturing defect,
significant deviation from an agreed specification,
production of the wrong file due to an error attributable to us.

A replacement does not apply where the product was manufactured correctly according to an incorrect file or specification supplied or approved by the customer.

10. Refunds

Where a refund is approved or required by applicable law, the refund will normally be made using the same payment method used for the original transaction, unless another method is agreed.

Refunds may include the full purchase price or an appropriate part of the purchase price depending on the circumstances.

Once a refund has been initiated, the time required for funds to appear in the customer’s account may depend on the bank, payment provider or card issuer.

Where applicable law requires a specific refund deadline, that deadline will apply.

11. Cancellation Before Production

Because our products are individually manufactured, production may begin shortly after an order is accepted.

If you wish to cancel an order, contact us immediately.

If production has not yet started and no significant costs have been incurred, we may agree to cancel the order.

However, we do not guarantee that cancellation will be possible.

If preparation, engineering work, material procurement, machine setup or manufacturing has already begun, we may refuse cancellation or deduct reasonable costs already incurred, subject to applicable mandatory consumer law.

The statutory exclusion relating to custom-made goods may apply regardless of whether manufacturing has already been completed.

12. Changes to an Order

Any requested modification to:

geometry,
dimensions,
quantity,
material,
colour,
finish,
manufacturing technology,
delivery requirements,

should be submitted as soon as possible.

Once production has started, changes may no longer be possible.

Where a change requires additional engineering work, production time or materials, an additional charge may apply.

13. Return Shipping

Do not return a product without contacting us first.

If a physical return is required as part of a complaint, we will provide return instructions.

Where the return relates to a valid claim concerning a defective or non-conforming product, return shipping costs will be handled in accordance with applicable law.

If a return is accepted voluntarily despite the absence of a defect, the customer may be responsible for return shipping costs.

Customers should package returned products securely to prevent damage during transport.

Where appropriate, we recommend using a trackable shipping method.

14. Discounted and Promotional Orders

Discounted or promotional pricing does not affect statutory rights relating to defective or non-conforming products.

However, a promotional or discounted custom-made product remains a custom-made product and is therefore subject to the same rules concerning withdrawal and change-of-mind returns.

15. Business Customers

For customers purchasing products for purposes directly related to their business or professional activities, returns of correctly manufactured custom-made products are not accepted unless otherwise agreed in writing.

Complaints from business customers will be assessed in accordance with the agreed order specifications, applicable contractual terms and mandatory provisions of applicable law.

Where permitted by law, 3Dfabriq may choose to repair, reprint, replace or refund a defective product depending on the circumstances.

16. Intellectual Property and Prohibited Designs

Submitting a file for manufacturing does not transfer ownership or intellectual property rights in that file to 3Dfabriq.

The customer is responsible for ensuring that they have the necessary rights and permissions to manufacture the submitted design.

3Dfabriq may refuse or cancel an order where there are reasonable grounds to believe that the submitted design:

infringes intellectual property rights,
violates applicable law,
cannot legally be manufactured or supplied,
presents unacceptable safety or compliance risks.

If production has not started, any payment made for a refused order will normally be refunded, except for separately agreed services already performed, subject to applicable law.

17. No Return for Change of Mind

For clarity, the following reasons do not normally qualify for a return or refund in relation to a correctly manufactured custom-made product:

the customer no longer needs the product,
the customer ordered the wrong size,
the customer uploaded the wrong model,
the customer selected the wrong material or colour,
the customer entered the wrong quantity,
the customer incorrectly designed the component,
the product does not fit another component because of an error in the customer’s design,
the customer expected a different surface finish where no specific finish was agreed,
the customer changed their project after manufacturing started.

This does not apply where the issue results from a manufacturing error attributable to 3Dfabriq or where mandatory consumer law provides otherwise.

18. Statutory Consumer Rights

This Returns, Refunds and Complaints Policy does not exclude, restrict or replace any rights that cannot legally be excluded under applicable consumer protection law.

In particular, consumers retain statutory rights where goods are not in conformity with the contract.

Depending on the circumstances, such rights may include repair, replacement, price reduction or termination of the contract.

The exclusion of the right of withdrawal for custom-made goods does not exclude the right to submit a complaint regarding defective or non-conforming goods.

19. Contact

Returns and complaints are handled by: