Return policy

Your 14-day right of withdrawal

Bought a physical product from us as a consumer? You can withdraw from the purchase within 14 days, without giving a reason. The 14 days start the day after you, or someone you named (not the carrier), received the product. If one order arrives in several parcels, they start the day after the last parcel arrived.

This also applies to our standard prints. They are made after you order, in a colour from the list on the product page, but they are not custom-made, so you can return them like any other product. The same goes for ready-made and one-off pieces, also when you accepted a known flaw at checkout.

For services, such as design work, custom software development or the updates and support included with a licence (not for licences that are digital content only), the 14 days start when the contract is made; see section 8 of our terms and conditions.

Bought a download or licence key? You can withdraw within 14 days after the day the contract was made, as long as you have not started the download or activated the key (see section 8.3 of our terms and conditions).

How to withdraw

To withdraw, use our online withdrawal function: Withdraw from contract here. You can also e-mail contact@matrix3d.shop or send the model withdrawal form; you do not have to give a reason. If you e-mail us, mention your order number and the items you want to return.

You are in time if you send your withdrawal before the 14 days are over. We confirm receipt by e-mail.

Sending the items back

Send the items back within 14 days after you told us. We e-mail you the return address. The return postage is paid by you.

You do not need the box they came in, but please pack the items so they arrive undamaged. You may handle a product the way you would in a shop, to see what it is and how it works. If it was handled more than that, for example used, painted, sanded, glued or damaged, we may deduct the loss in value from your refund.

Your refund

We refund everything you paid for the returned items, including the standard shipping cost, within 14 days after we received your withdrawal. If you chose a more expensive delivery option than our standard one, we do not refund the extra.

We refund to the payment method you used, unless you agree to something else, and you pay no fees for the refund. We may wait with the refund until we have the items back or you have shown that you sent them, whichever comes first. Your bank or card provider may need a few days to show the refund.

What cannot be returned

• Items made to your specifications: prints of a file you supplied and prints in dimensions or with text you chose (see section 8.2 of the terms and conditions).
• Downloads and licence keys (3D models, software) once delivery has started, if at checkout you asked for immediate delivery and confirmed that you then lose your right of withdrawal. Delivery has started as soon as you start the download or activate the key. We confirm this in your order e-mail. Where a licence has a separate updates-and-support part, that part is covered: if you withdraw within 14 days, it is refunded as described in section 8.3 of the terms and conditions; licences that are digital content only have no such part. If we refund the whole price of a download or key, for example because it was faulty, the licence ends and you must stop using and delete your copies (section 9.1 of the terms and conditions).
• Services, such as design, CAD or render work or custom software development, that we have fully performed at your express request, after you confirmed that you then lose your right of withdrawal. If you asked us to start within the 14 days and withdraw while we are still working, you pay for the part already done.

Damaged, faulty or wrong items

This is separate from your right of withdrawal and has no 14-day limit.

Damaged in transit? Send a photo to contact@matrix3d.shop and we reprint and reship it free of charge, or refund you if you prefer. A ready-made or one-off piece cannot be printed again: we then refund you in full for that piece, including the shipping cost of your order, or, if you prefer, send you another one from stock or a comparable item, if we have one. Please keep the item and its packaging until we have settled it; we may ask you to send the item back, at our cost. Faulty, wrong or not as described? You have your legal rights: repair or replacement, free of charge; and if we cannot or will not do that, it takes too long or causes you serious inconvenience, it does not solve the problem, or the problem is serious, a price reduction or, unless the problem is minor, a refund. We pay the cost of sending a faulty or wrong item back. A known flaw that you accepted separately at checkout is not a defect (section 6 of our terms and conditions).

Please tell us as soon as possible. As a consumer, a report within two months after you noticed the problem is always in time.

Exchanges

Want a different colour or version? Return the item under your right of withdrawal and place a new order for the one you want. Or e-mail contact@matrix3d.shop first: often we can arrange it directly.

Business customers

The right of withdrawal is for consumers. Business customers cannot return downloads or licence keys. If you bought a physical item as a business and want to return it, contact us: we may agree to take it back, and we may then charge our handling costs. See section 20 of our terms and conditions.

Questions

E-mail contact@matrix3d.shop with your order number; for downloads and licence keys, e-mail support@matrix3d.shop. The full rules are in section 8 of our terms and conditions.