Effective Date: January 1, 2025

This Refund Policy applies to all products and services provided by protenza 3d printing & design (“we,” “us,” or “our”). By placing an order or engaging our services, you agree to the terms outlined below.

 

1. Custom & Made-to-Order Products

Due to the custom nature of 3D printing and design services:

• All custom, made-to-order, and personalized items are non-refundable once production has started.

• This includes items produced from client-supplied files or custom designs created by us.

 

2. Design & Setup Fees

• Design, modeling, consultation, setup, and file preparation fees are non-refundable once work has commenced.

• Time spent on revisions, testing, or prototyping is billable and non-refundable.

 

3. Eligibility for Refunds or Replacements

Refunds or replacements may be considered only if:

• The product received is materially different from the approved design due to our error

• The product is damaged during shipping (subject to carrier claim approval)

• The incorrect item was produced or shipped by us

Minor cosmetic variations, surface textures, layer lines, or color differences inherent to 3D printing do not qualify as defects.

 

4. Damaged or Defective Items

If your order arrives damaged or defective:

• Notify us within 48 hours of delivery

• Provide clear photos of the product and packaging

• Retain all original packaging materials

We will assess the issue and, at our discretion, offer a replacement, repair, or partial/full refund.

 

5. Order Cancellations

• Orders cancelled before production begins may be eligible for a refund minus any administrative or design fees incurred.

• Orders cancelled after production has begun are not eligible for a refund.

 

6. Shipping Costs

• Shipping and handling fees are non-refundable.

• Return shipping costs (if approved) are the responsibility of the customer unless the issue resulted from our error.

 

7. Refund Method & Processing Time

• Approved refunds will be issued to the original payment method.

• Refund processing times may take 5–10 business days, depending on the payment provider.

 

8. Chargebacks & Disputes

Customers are encouraged to contact us before initiating a chargeback or payment dispute. Unauthorized chargebacks may result in:

• Order suspension

• Loss of future service eligibility

 

9. Non-Returnable Items

The following are not eligible for return or refund:

• Custom or personalized products

• Digital files or design deliverables

• Items damaged due to misuse, modification, or improper handling

• Normal wear and tear or post-delivery damage

 

10. Policy Updates

We reserve the right to update this Refund Policy at any time. Changes will apply to future orders only.

 

11. Contact Information

For refund-related inquiries, contact:

protenza 3d printing & design
Email: protenza3d@gmail.com
Phone: 416-580-3506
 

By placing an order with us, you acknowledge and agree to this Refund Policy.