This page provides information about the conditions for returning products purchased from the 3DPrintX online store, as well as the procedure for exercising the right of withdrawal from a distance contract.
Right of withdrawal within 14 days
The consumer has the right to withdraw from a distance contract concluded through the 3DPrintX online store within 14 days, without giving any reason.
The 14-day period starts from the day on which the consumer, or a third party indicated by the consumer other than the courier, receives the product.
Where an order includes several products delivered separately, the period starts from the day on which the consumer, or a third party indicated by the consumer other than the courier, receives the last product from the order.
To exercise the right of withdrawal, the consumer must inform 3DPrintX of their decision before the 14-day period expires.
Notification of withdrawal
The consumer may exercise the right of withdrawal by sending a clear and unambiguous statement to 3DPrintX.
The statement may be sent by e-mail, by letter, or by another written contact method indicated by 3DPrintX.
The consumer may use the model withdrawal form published below, but this is not mandatory. Any clear statement from which the consumer’s decision to withdraw from the contract is evident is sufficient.
Information required to process the return
For faster processing of the request, it is recommended that the withdrawal notification includes the following information:
- customer’s full name;
- order number;
- product or products for which withdrawal is requested;
- contact telephone number and e-mail address;
- date of receipt of the order;
- bank account for the refund, where the refund cannot be made using the original payment method.
After receiving the notification, 3DPrintX may provide additional instructions regarding the return of the product.
Returning the product
After the consumer informs 3DPrintX of their decision to withdraw from the contract, the product must be returned without undue delay and no later than 14 days from the date on which the consumer notified 3DPrintX of the withdrawal.
The product should be returned with all components, accessories, documents, instructions, labels and other items that were part of the delivery, where applicable.
The consumer is responsible for properly packaging the product when sending it back. It is recommended that the product is packed in a way that protects it from damage during transport.
It is not recommended to send returned products with cash on delivery, unless this has been expressly agreed in advance with 3DPrintX.
Condition of the returned product
The consumer has the right to inspect and test the product only to the extent necessary to establish its nature, characteristics and proper functioning, as they would be able to do in a physical store.
The consumer is responsible for any diminished value of the product resulting from handling other than what is necessary to establish its nature, characteristics and proper functioning.
Where the returned product has been used, damaged, soiled, has missing parts, compromised commercial integrity, or signs of use beyond normal inspection, 3DPrintX has the right to reduce the refund amount in proportion to the diminished value of the product.
Return shipping costs
The cost of returning the product is borne by the consumer, unless 3DPrintX has expressly stated otherwise or the return is due to an error in the fulfilment of the order by 3DPrintX.
Where the return is due to a wrong, damaged or non-conforming product delivered due to an error by 3DPrintX, the costs of return or replacement are borne by 3DPrintX.
Refunds
Where the right of withdrawal has been validly exercised, 3DPrintX refunds the payments received from the consumer without undue delay and no later than 14 days from the date on which it was informed of the consumer’s decision to withdraw from the contract.
3DPrintX has the right to withhold the refund until it has received the product back or until the consumer has provided proof that the product has been sent back, whichever occurs first.
The refund will be made using the same payment method used by the consumer for the original order, unless the parties have expressly agreed on another refund method.
For cash on delivery payments, the refund may be made to a bank account provided by the consumer.
3DPrintX also refunds the initial standard delivery costs where such costs were paid by the consumer. If the consumer chose a delivery method other than the least expensive standard delivery method offered by 3DPrintX, the additional costs of the more expensive delivery method are not refunded.
Exceptions to the right of withdrawal
The right of withdrawal does not apply in the cases provided for by applicable law.
Including, but not limited to, the right of withdrawal does not apply to:
- products made to the consumer’s specifications or clearly personalised;
- products which, by their nature, cannot be returned or may deteriorate;
- sealed products which have been unsealed after delivery and cannot be returned for reasons related to hygiene, safety, technical integrity or product protection, where applicable;
- products which, after delivery, have been inseparably mixed with other goods due to their nature;
- products for which another legal exception to the right of withdrawal applies.
For filaments, resins, consumables and other materials, 3DPrintX may reduce the refund amount or refuse the return only where there is a legal basis for doing so — for example, where the product has been used, partially consumed, damaged, soiled, has compromised integrity, or cannot be returned in a saleable condition due to the consumer’s actions.
Wrong, damaged or non-conforming product
If the consumer receives a wrong, damaged or non-conforming product, they should contact 3DPrintX within a reasonable period after receiving it.
For faster handling of the case, it is recommended that the consumer provides photos of the product, packaging and shipping label, as well as a description of the issue identified.
Where the non-conformity is due to an error in the fulfilment of the order by 3DPrintX, the costs of return or replacement are borne by 3DPrintX.
This return policy does not limit the consumer’s statutory rights in the event of non-conformity of the goods with the sales contract.
Returns by legal entities
The 14-day right of withdrawal applies to consumers within the meaning of the applicable legislation.
For orders placed by traders, companies or legal entities, return conditions are reviewed individually and may differ from the conditions applicable to consumers who are natural persons, unless the applicable legislation provides otherwise.
Return address and contact
Before sending a product back, it is recommended that the consumer contacts 3DPrintX to receive confirmation and return instructions.
Contact e-mail: [enter e-mail]
Return address: [enter return address]
Shipments sent without sufficient information to identify the order may not be processed in a timely manner.
Consumer protection authority
In the event of a dispute, the consumer may contact 3DPrintX in order to seek an amicable resolution.
Consumers may also contact the Bulgarian Consumer Protection Commission:
Official website: kzp.bg
Consumer telephone number: 0700 111 22
Complaints and reports may be submitted in accordance with the instructions published on the official website of the Bulgarian Consumer Protection Commission.
Model withdrawal form
To: 3DPrintX
Address: [enter address]
E-mail: [enter e-mail]
I hereby give notice that I withdraw from the distance contract concluded by me for the purchase of the following product/products:
…………………………………………………………………………
Order number:
…………………………………………………………………………
Order date:
…………………………………………………………………………
Date of receipt:
…………………………………………………………………………
Consumer’s full name:
…………………………………………………………………………
Consumer’s address:
…………………………………………………………………………
Telephone:
…………………………………………………………………………
E-mail:
…………………………………………………………………………
Bank account for refund, where applicable:
…………………………………………………………………………
Date:
…………………………………………………………………………
Consumer’s signature, only if this form is submitted on paper:
…………………………………………………………………………