Our promise

• We pay for the return shipping and for shipping the replacement.
• No restocking fee, no hidden charges.
• You simply tell us within 14 days of delivery, and we take it from there.

When this applies

Our promise covers three situations:

• Defective product — it does not work or does not meet its published specifications (see below).
• Damaged in shipping — the product arrived broken, dented, leaking or otherwise harmed in transit.
• Wrong item — you received a different product, alloy, particle size, quantity or configuration than the one on your order confirmation.

What we mean by “defective”

We want this to be clear, so there are no surprises. A product is defective if, when it arrives, it does not work or does not meet the specifications on its product page, datasheet or certificate of analysis (COA). For example:

• a printer, machine or component that does not operate to the manufacturer’s specification on first installation and use;
• a metal powder lot whose chemistry or particle size distribution falls outside the values on its COA or product page;
• a resin, material or consumable that arrives spoiled, contaminated or past its shelf-life date.

Some situations are frustrating but are not defects, so they are not covered:

• the product works as specified, but you no longer need it or it does not suit your process;
• compatibility with a printer, material or process that we did not confirm in writing before your order;
• print results that depend on your parameters, settings, environment or post-processing;
• damage from storage, handling, installation or use that does not follow the manufacturer’s instructions;
• normal wear and consumption after use;
• cosmetic marks on the outer packaging that do not affect the product.

Not sure which applies to you? Write to us anyway — we will look at it together with you.

How to start — three simple steps

1. Tell us within 14 days of delivery. Email [email protected] with your order number, a short description, and photos or a short video. For powders and materials, please add the lot number from the container.
2. We review it and send you an RMA number. If the item needs to come back, we include a prepaid return label or arrange a pickup. Often photos and the lot number are enough, and you will not need to ship anything back.
3. We make it right. We ship the correct or working replacement, or refund the purchase price of the affected item to your original payment method — whichever works better for you, where possible.

A small tip: please check your order when it arrives. If the box shows damage, note it on the carrier’s delivery receipt before signing and keep the packaging — it helps us file the carrier claim quickly, so you are not kept waiting.

Please wait for the RMA number before sending anything back, so we can recognise your package and handle it right away. Opened powders and resins are returned only when we ask for them, for safety reasons.

Why other sales are final

Apart from the three situations above, all sales are final. Here is why:

• Powders, resins and other consumables are sealed to protect their purity and safety. Once opened, we cannot guarantee them for the next customer — so opened or used consumables cannot be returned.
• Custom alloys, custom powder batches and made-to-order products are produced just for you, so they cannot be returned.
• Software licenses, training, installation and other services cannot be returned once they have been delivered.
• Printed parts are made to your files and specifications. If a part does not match the agreed specification, our promise applies.

And if any of these turns out to be defective, our promise still applies — we replace it or refund you.

After the first 14 days

Printers and other equipment are covered by the warranty stated on the product page or in your quotation. If a problem appears after the first 14 days, write to [email protected] — our team will arrange diagnosis and repair under that warranty.

Your legal rights

This policy does not limit any rights you have under applicable law.

Last updated: October 4, 2026