Terms and Conditions of Matrix3D.shop

1. Who we are

Matrix3D.shop is a small 3D-printing, 3D-modelling and software studio in the Netherlands. These are our company details:

Trade name

Matrix3D.shop

Address

De Harken 4
8423VL, Makkinga
The Netherlands

E-mail

contact@matrix3d.shop

Phone

+31649596704

VAT

No VAT charged (KOR)

You can reach us by e-mail at contact@matrix3d.shop or by phone on +31649596704. For questions about downloads, software and licence keys, including security problems, e-mail support@matrix3d.shop.

2. When these terms apply

These terms apply to every offer, quote, order and contract between Matrix3D.shop and you, whether you buy as a consumer or as a business. A consumer is someone who buys for purposes outside their trade, business, craft or profession.

If you order in the name of a business, for example with its company name or its VAT or Chamber of Commerce number, we treat you as a business customer, and section 20 also applies. If you are in fact a consumer, you keep your consumer rights.

Nothing in these terms takes away rights you have under mandatory consumer law. If a clause conflicts with such a rule, the rule applies and the rest of these terms stays valid.

These terms are written in English and the English text is binding. The translation tool on our site can show this page in other languages, also automatically when your browser uses another language; those machine translations are for your convenience only. The model withdrawal forms are shown in their official English and Dutch wording and are not machine-translated.

You can read, save and print these terms on this page at any time. We link them at checkout and in every quote.

Other conditions, such as a business customer’s own purchasing terms, only apply if we agree to them in writing.

3. Prices and VAT

All prices are in euros. No VAT is charged: Matrix3D is a small business under the Dutch small business scheme (KOR). The price shown for a product is the price you pay for it. For physical items the shipping cost is added; you see it at checkout before you pay.

Business customers: our invoices show no VAT, so there is no VAT to reclaim on them.

The currency switcher can show prices in other currencies as an indication. You always pay in euros, and the amount shown at checkout counts.

If a price, shipping cost or description in our shop, or a price in a quote, is obviously wrong, for example because of a clear typing error or a misplaced decimal point, we are not bound by it, also not after you received our automatic order confirmation. We tell you as soon as we notice. You can then accept the correct price or cancel, and we refund everything you paid within 14 days. We never charge a higher price without your consent.

4. How an order becomes a contract

Ordering works like this:

1. Add products to your cart. For some products you first choose a colour, version or licence tier.
2. Go to checkout and fill in your details and, for physical items, the delivery address. The shipping cost for that address appears in the order summary.
3. Choose a payment method.
4. Tick that you accept these terms. If your order contains paid downloads or licence keys, you also tick that you want them delivered straight away and that you understand you then lose your right of withdrawal for them; for a licence that includes updates or support, you also ask us to start those straight away (see 8.3), except for licences that are digital content only. If your order contains an item with a known flaw, you also tick that you have read that flaw and accept it (see section 6).
5. Press Buy now and complete the payment. By pressing it you place an order with an obligation to pay.

If you pay with Apple Pay, Google Pay or Stripe Link straight from your cart, you confirm the order and the payment in that payment window instead of pressing Buy now; these terms apply in the same way. If you pay with PayPal at checkout, you press the PayPal button instead and confirm the payment in PayPal’s window; these terms apply in the same way.

Until you press Buy now you can check and correct everything: go back to your cart, change your details or remove items.

The contract is concluded when we confirm your order by e-mail. We store your order: you can find it in the order confirmation e-mail and, if you have an account, under My account → Orders. These terms are always available on this page, and you can save or print them. The contract language is English.

Consumers in the United Kingdom cannot buy downloads, software or licence keys from us for now; businesses in the United Kingdom can, and physical products can be ordered from the United Kingdom as usual.

Before we confirm your order we may refuse it, for example if we suspect fraud, but never because of your nationality or because of where in the EU you live. After confirmation we can only cancel your order, or part of it, if:

• the price or description contains an obvious error (see section 3);
• we cannot make or deliver the item after all, for example because a material or part is no longer available or a print cannot be made to the quality described;
• the payment is refused or reported as unauthorised, or is reversed before we delivered, or there are concrete signs that the order was placed with someone else’s payment details or account;
• you are a consumer in the United Kingdom and the order contains downloads, software or licence keys (see above); or
• delivering would break the law or infringe someone else’s rights.

We then tell you straight away why, and we refund what was paid for the cancelled part within 14 days, to the payment method used. If you no longer want the rest of the order without the cancelled part, you may cancel the rest too, and we refund it as well. This does not affect your other rights.

We may refuse new orders from someone who seriously misused an earlier order, for example by sharing licence keys or files, or by reversing a payment for an item they kept.

5. Payment

You pay when you order, with one of the payment methods shown at checkout, such as iDEAL | Wero, a credit or debit card, Bancontact, Klarna or PayPal. Payments are handled by Stripe and PayPal; we never see your full card details. If you choose a pay-later method such as Klarna, that provider’s own terms also apply to the payment.

At checkout you pay the full price straight away. If you are a consumer buying physical products, the law says we cannot oblige you to pay more than half of the price in advance; e-mail contact@matrix3d.shop before you order if you want to pay the rest on delivery.

If a payment is not completed, the order is cancelled automatically. You can simply place a new order.

We start on your order, and deliver downloads and licence keys, only after the payment has been confirmed. For custom work, the payment terms are in the quote. If you are a consumer, a quote never asks you to pay more than half of the price of prints or other physical items in advance, unless you choose to pay more.

If part of the price is paid later, for example on delivery or by invoice after a quote, pay within 14 days of the invoice date, unless the quote or invoice states another date. If you are a consumer and do not pay on time, you owe the statutory interest from the day after that date. We then send you a written reminder that gives you 14 days to pay and states the collection costs; if you still do not pay within those 14 days, you also owe those costs, as far as the law allows. Business customers: see section 20.

If a payment for an order is due and has not been made, we may hold back the delivery of that order, and the files, licence keys, updates and support that belong to it, until it is paid. This does not affect your right to withhold payment if what we delivered is faulty.

Items we deliver remain our property until you have paid everything you owe for them under that order, including any work we did for it. The right to use downloads, licence keys, designs and other files starts when the order is paid in full or, if you may pay part of the price after delivery, on delivery. If that later payment is overdue, we may suspend the right to use them until you have paid.

If you reverse a payment through your bank, card provider or PayPal (a chargeback) although we delivered as agreed, the price is still owed. We then give the payment provider proof of delivery, and we may claim the price with the statutory interest and, after a reminder that gives you 14 days to pay, the collection costs the law allows. For downloads and licence keys, see also section 9.1. If the reversal was justified, for example because someone used your card without your permission, we claim nothing from you.

5.1 Gift cards

A Matrix3D gift card can be used for everything in our shop, except other gift cards. It is valid for 3 years from the day it is issued; the last day it can be used is on the card and in the gift card e-mail. After that day it can no longer be used. A month before it expires, we send one reminder to the address the card was sent to if there is still money on it.

The balance carries over: if your order costs less than the balance, the rest stays on the card for a next order; if it costs more, you pay the difference at checkout. You can use several gift cards in one order. A gift card cannot be exchanged for cash, and we do not pay out what is left on it.

Whoever has the code can use the card, so keep it safe. If the e-mail with the card is lost, we can send it again to the address it was sent to; we cannot replace a balance that has already been used. Think the code was stolen? Tell us straight away and we block what is left on the card. If you gave a wrong e-mail address for the recipient, tell us quickly: as long as the card has not been used, we cancel it and send a new card to the right address.

When an order that was paid (partly) with a gift card is refunded, for example after you withdraw from it, the part paid with the gift card goes back to the gift card and the rest to the payment method you used. If the card has expired by then, ask us and we make it valid again.

6. 3D-printed products

Most of our prints are made to order in the Netherlands; sometimes a finished piece is already in stock, for example the one in the product photos. Some items are ready-made pieces that we sell from stock only and do not print again, and some are one-off pieces that exist only once (the product page marks them “One of a kind”). The product page shows which applies to each item.

For a print made to order you choose the colour from the list on the product page; other colours are often possible on request. Ready-made and one-off pieces come only in the colours listed on their product page.

Every print is built up layer by layer. Fine layer lines, small marks where support material was removed and slight colour differences between filament batches are normal features of 3D printing, not defects. The photos show a real print; a print made to order or a ready-made piece can differ slightly from it, while for a one-off piece the photos show the piece you receive.

Sizes on the product page are nominal: small differences in size are normal for 3D printing. If an exact size, fit or colour match matters for your use, tell us before you order, and we agree it with you in writing. If what we deliver differs more than is normal, your legal guarantee applies (section 12).

Many of our prints are decorative and hobby items. Items made for a job, such as a stand, a holder, a vase or a part for a 3D printer, are made for the use described on their product page, with the printer, material and conditions stated there. Unless the product page says otherwise, our prints are not made, tested or certified as toys for children under 14, for contact with food or drink, for medical or protective use, or as safety parts, and decorative items are not made for carrying loads. Do not use any print where breaking or failing could cause injury or damage. Keep small parts away from young children. Prints can soften or change shape from heat, for example in a car in the sun, near a heater or in a dishwasher; the product page states the material and says if an item is made to take more heat. If you want to use a print for a purpose not described on its product page, ask us first: we tell you whether we can make a suitable version.

We print an item made to order within the working days stated on the product page and then ship it; a ready-made or one-off piece ships from stock within the working days stated there (see section 7). We deliver within 30 days of your order at the latest, unless we agreed otherwise. If we cannot make that, we tell you, and you may cancel the order for a full refund.

Items with a known flaw. Some pieces, for example in our Marketplace, have a known flaw, such as a misprinted part. The product page describes that flaw near the price, and the cart shows it again. Before you can order such a piece, you tick a separate box at checkout to confirm that you have read the flaw and accept it; we store that confirmation with your order and repeat it in your order e-mail. The flaw you accepted does not count as a defect under your legal guarantee (section 12); everything else about the piece is covered as usual, and your right of withdrawal (section 8) stays the same.

7. Shipping and risk

We ship with PostNL, with track & trace, to almost every country. The shipping cost for your address is shown at checkout; within the Netherlands shipping is free when the physical items in your order add up to €50 or more. Free shipping from €50 applies to orders in our web shop; a quote states its own shipping cost. More details are on our shipping information page.

The risk of loss or damage passes to you when the parcel is delivered to you or to someone you named (not the carrier). Until then, the risk is ours.

Please check the parcel when it arrives. If it or the item is visibly damaged, it helps us to claim from PostNL if you tell us within 48 hours, with photos. This is a request: your rights do not depend on it. Please keep the item and its packaging until we have settled the damage: PostNL may want to inspect them, and if we replace or refund the item, we may ask you to send it back, at our cost.

For deliveries outside the EU, import duties, taxes and handling fees charged by the destination country are paid by the recipient.

8. Your right of withdrawal (consumers)

The right of withdrawal is for consumers. Business customers cannot withdraw from a purchase (see section 20).

8.1 Physical products

As a consumer you can withdraw from a purchase of physical products 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 is delivered in several parcels, they start the day after the last parcel arrived.

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. You are in time if you send it within those 14 days. How to send items back, who pays the return postage and how the refund works is explained in our return policy.

Send the items back within 14 days after you withdrew; the return postage is yours. 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 deduct the loss in value from 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. We confirm every withdrawal by e-mail; please keep that confirmation.

This right also applies to our standard prints that are made after you order, in a colour from the list on the product page.

8.2 Items made to your specifications

There is no right of withdrawal for goods made to your specifications or clearly personalised for you, for example a print of a file you supplied, or a print in dimensions or with text you chose. This applies from the moment you order, also before we have started making the item. If you ask for a colour or material we do not list, we tell you before we accept the request whether it counts as made to your specifications. Design, CAD and render work and custom software development are services: see 8.4.

8.3 Downloads and licence keys

Downloads (3D models, software) and licence keys are delivered immediately after payment. At checkout you ask us to deliver them straight away and confirm that you lose your right of withdrawal once delivery has started. We confirm this in your order e-mail. Delivery of an item has started as soon as you start downloading it or activate its licence key, whichever comes first. From then on you can no longer withdraw from the purchase of that download or key. Until then you can, within 14 days after the day the contract was made. For the updates and support included with a licence, see below. Your rights if something does not work (sections 9.1 and 12) remain.

Free demos cost nothing and need no such confirmation.

Licences that are digital content only. Some licences consist only of digital content: the download, the licence key and the updates the product page promises. Their product page says “Digital content only”. The help by e-mail that comes with such a licence, with installing the software and with errors in it, is part of the software, not a separate service. For these licences the next two paragraphs do not apply. Delivery has started as soon as you start downloading the software or activate its licence key, whichever comes first. From then on you cannot withdraw from the purchase because you changed your mind. Until then you can, within 14 days after the day the contract was made, and we refund the full price. Your rights if the software does not work (sections 9.1 and 12) always remain. On top of them we promise: if the software does not start, or its main functions do not work as described, on a setup that its product page lists as supported, and we have not fixed that within 3 working days after you reported it to support@matrix3d.shop, you may choose a full refund; the licence then ends and we block the key (section 9.1).

Other licences that include updates or support, such as the 12 months that come with a SLUM Single-site licence or the updates of a lifetime tier of our apps and WordPress plugins, also contain a service. At checkout you ask us to start those updates and that support straight away.

If you withdraw within 14 days after buying such a licence, we refund the updates-and-support part of the price minus the share for the days already used; for a lifetime tier we refund that part in full. If the product page states which part of the price is for the download and key, that part is not refunded, because you asked for immediate delivery. If the product page does not state a split, the whole price counts as the updates-and-support part. Updates and support for that key then stop, apart from the updates the law requires us to provide and the security fixes (section 10); if we refund the whole price, the licence ends.

8.4 Services

For services, such as design, CAD or render work and custom software development, the 14 days start on the day the contract is made. If you ask us to start within those 14 days and then withdraw, you pay for the part we have already done. Once we have fully performed the service at your express request, after you confirmed that you then lose your right of withdrawal, the right ends.

If the result is delivered as files, such as CAD, print or source files, the quote also asks you to confirm that you want them delivered as soon as they are ready and that you then lose your right of withdrawal for them.

8.5 Gift cards

You can withdraw from buying a gift card within 14 days of the purchase, as long as the card has not been used. We then refund the price to the payment method you used and cancel the card. After those 14 days, or once the card has been used, it cannot be returned for money; you can use it for 3 years.

9. Downloads and licence keys

9.1 Rules for all downloads and licence keys

Before you buy, check the requirements on the product page: for a 3D model, for example, the file formats, the scale and whether supports are needed; for software, the operating system or the WordPress, WooCommerce and PHP versions it needs. You can try our apps and WordPress plugins with the free demo first.

You get your download links and licence keys right after payment: in the order confirmation e-mail, on the order confirmation page and, if you have an account, under My account → Downloads and My account → Licence keys.

If a download or licence key does not work. Tell us at support@matrix3d.shop what goes wrong and give us the chance to fix it: we repair the file or the software, or send you a working version or a new key, free of charge. To find the cause, we may ask you for information such as a description of the problem, the error message, a screenshot or log file, the slicer, printer or software you use and its version, or your print settings. We always use the least intrusive way, and we never ask for remote access to your computer unless there is no other way and you agree. If you do not help us and the cause may lie in your own system, you may have to show that the problem already existed when we delivered. If we cannot fix it, or in the other cases listed in section 12, you get a price reduction or your money back; for a minor problem you get a price reduction, not a refund of the whole price.

When a licence ends. A licence for a download or licence key ends when we refund the whole price of that item, whatever the reason, for example after a withdrawal, a fault we could not fix or a goodwill refund. It also ends when we cancel the order for that item under section 4, also if no payment was received, and in the cases below. When a licence ends, you must stop using the files and the software, including printing from the files, delete your copies and not pass them on. We may switch off the download links and the licence key. We may ask you to confirm that you deleted the files; your refund never depends on that confirmation. Your own data, such as saved macros or settings, stays on your device and you can still export it. A price reduction does not end the licence, and neither does a refund of only the updates-and-support part (section 8.3): then only updates and support stop, apart from the updates the law requires us to provide and the security fixes (section 10). For open-source software such as SLUM, the end of a licence concerns the key, updates and support; your rights under the open-source licence remain.

Payment reversals. If the payment for a download or licence key is reversed (a chargeback), we may suspend the keys and download links of that order while the dispute runs, unless you reversed the payment because we did not deliver or because the item was faulty and we did not put it right; then section 12 applies. We give the payment provider proof of delivery. If the payment is restored or the dispute ends in our favour, we switch them back on. If the money does not come back to us, we send you a reminder; if you do not pay within 14 days after it, we may end the licence by e-mail. The price and costs are covered in section 5.

Misuse. You may not share, publish, sell or give away files, download links or licence keys, or remove or bypass a licence check, except where these terms, an open-source licence or the law allow it. If a file or key is used against its licence, for example on more devices or sites than your tier allows, by other people, or after it was posted online, we first e-mail you and give you 14 days to put it right. If the misuse continues, or straight away if it cannot be put right, for example because a key or file was published or sold, we may end the licence by e-mail and switch off the key and downloads. We may claim the damage the misuse caused us, as far as the law allows, and refuse new orders from you.

Apart from the end of a demo licence (section 10) and, if you buy as a business, the cases in section 20, a licence ends or is suspended only in the cases in this section 9.1. This also applies where a licence document says something else.

9.2 3D models

We set no download limit or expiry date, but we cannot promise a file stays available forever, so keep a backup of your files.

What you may do with a model is set out in our 3D model licence (also in Dutch), linked on every product page. In short:

• You may 3D print the model for your own personal use. You may not sell, rent out or otherwise commercially distribute printed copies.
• Unless the product page says otherwise, you may use the model in your own digital projects, such as games, animations and visualisations, also commercially, as long as the model is built into your project so that others cannot easily get the model file out of it. Some models, for example those made only for 3D printing, are for personal use only; the product page says so.
• Models inspired by characters, props, logos or brands of others are for personal use only, unless the product page expressly says otherwise. We cannot give you any rights in someone else’s characters, props, logos, brands or trademarks.
• You may not resell, share, upload or redistribute the files (also not in modified form), offer them in a bundle or subscription, or use them to train AI or machine-learning systems.
• The licence is personal: you may not pass it or the files on to someone else, also not when you no longer use them, except to a print service that prints a model for your own use as the licence allows.
• Our rights in the model stay with us. You buy a licence to use it, not the model itself.

If the product page or the licence sets stricter usage rules for a specific model, those rules apply. On every other point, such as the legal guarantee, liability, the applicable law or the competent court, these terms apply, also where the licence document leaves the point open or says something else. Your rights under mandatory consumer law always remain.

10. Software: apps and WordPress plugins

Our software comes with a licence key. You receive it by e-mail right after payment and, if you have an account, you also find it under My account → Licence keys. What each tier includes is shown on the product page:

• Where the product page offers a free demo, it lets you try the software for the period shown there (currently 7 days).
• Tiers with a fixed period include updates and support for the period shown on the product page (12 months for the SLUM Single-site licence). After that the software keeps working; only updates and support stop until you renew. We do not renew automatically, and we send you a reminder before the period ends. Updates that we must provide by law to keep the software working as described, such as fixes for security flaws, are not affected by this: if you need such a fix after your period has ended, e-mail support@matrix3d.shop and we send it to you free of charge. Security fixes stay free for at least 5 years from the date of purchase, also if you do not renew; we e-mail them to you.
• Lifetime tiers have no end date: the licence does not expire. They include free security and compatibility updates for at least 5 years from the date of purchase, also if a new major version comes out in that time; we then keep fixing your version or let you upgrade to the new version free of charge. Compatibility updates keep the software working as described with new versions of the platforms the product page lists as supported: Windows for our apps; WordPress, WooCommerce and PHP for our WordPress plugins. Programs made by others, such as an emulator, a game or another plugin, are not covered by this promise; the product page says which versions we support. The product page states which other updates, such as new features or new major versions, are included. After that period the software keeps working as delivered. Before we stop updating a product, we announce it on the product page and by e-mail to licence holders.
• Each tier shows how many sites or devices you may activate. Within that limit you can move a key yourself under My account → Licence keys if you have an account, or ask us to do it. An app licence is for one person; a business needs a licence for each person who uses the app.

When you buy a licence, you get a non-exclusive right to use the software within the limits of your tier; for a lifetime licence, for as long as you want. Our copyright and our other rights in the software stay ours. You may pass a lifetime licence on as a whole, as described below. Apart from that, you may not share your key or the software with others, rent them out or lend them, sell or give away copies or separate activations, give others access to the software, or remove or bypass the licence check, except as far as the law allows. You may not reverse engineer, decompile or change the software, except as far as the law allows it despite this rule, for example to make a back-up copy, to study how the software works, to make an independent program work with it, or to correct errors that we do not fix within a reasonable time after you reported them. None of this limits your rights under an open-source licence, such as the GPL for SLUM.

You may transfer a lifetime licence to someone else, as a whole, with all its activations, if you stop using the software and remove it from all your sites and devices. Tell us first at support@matrix3d.shop, so that we can move the key to the new owner. The new owner gets the remaining updates and support, counted from your purchase date, and must accept the licence. A licence for several sites cannot be split. Demo licences and licences for a fixed period, such as 12 months, cannot be transferred.

The usage rules for all our apps and plugins are in our software licence. Our PostNL shipping plugin has its own licence terms, in Dutch, on the licence page; they follow the same principles.

A licence document that comes with an app or plugin, such as an end-user licence agreement (EULA) or the licence page above, sets out how you may use the software. On the legal guarantee, liability, the applicable law and the competent court, these terms apply, also where such a document says something else, for example that the software is provided “as is”. Your rights under mandatory consumer law always remain.

SLUM itself is open source under the GNU General Public License (version 2 or later). For SLUM, the key buys updates and support for the period and number of sites of your tier, and security fixes for at least 5 years from the date of purchase. The keys you issue with SLUM always keep working for your customers. Without a valid licence key validated on your site — no key, a blocked or unknown key, or a free demo key after its 7 days from the order — adding releases, licensing new products and changing SLUM’s settings are locked; a paid key whose update period has ended keeps them unlocked.

When an update is available, we tell you, and we say whether it fixes a security or compatibility problem or only adds features. We do not take away features you paid for. Updates install only when you choose to, or when you have turned on automatic updates. If you do not install an update within a reasonable time after we told you about it and what happens if you do not, we are not responsible for a problem caused only by the missing update, unless our installation instructions were inadequate.

Our apps and plugins check the key with our licence server from time to time; section 4 of our software licence explains what that involves. We block or suspend a key only in the cases in section 9.1 and, for business customers, section 20: after a full refund, after a cancellation under section 4, while a payment is reversed, or after serious misuse.

Macros, automation and emulator tools can break the rules of a game, online service or platform. Check those rules before you use our software there. Bans, penalties or other measures that a game, service or platform takes under its own rules are not a defect of our software, unless our product page said you could use the software there. Your legal rights, including our liability under the law, remain.

Found a security problem in our software? E-mail support@matrix3d.shop, in English or Dutch; our security page explains what to include and what we do with reports. We look at every report and fix confirmed problems first. If a security flaw in our software is actively exploited, we report it to the Dutch National Cyber Security Centre (NCSC) as the law requires, and we tell the users concerned what to do.

Always make a backup of your website or data before you install or update software (see section 13.1).

11. Custom work: print service, design, renders and software

For custom work we first send you a quote — or you make one yourself with our Instant 3D print quote (see 11.5). It states the price, the expected delivery time, how long the quote is valid and what you may do with the result. A quote is free and without obligation until you accept it. When you accept it, these terms apply to it.

If we cannot fix the price in advance, for example for work by the hour, the quote says so and gives the hourly rate and the expected number of hours. If the final price would then be more than 10% higher than the quote, we tell you before we go on, and you decide whether we continue.

Custom work where we design or adjust a model together with you is available for delivery addresses in the Netherlands only. Prints of your own model ordered through the Instant 3D print quote are delivered worldwide (see 11.5).

11.1 Proofs and approval

Before we print a series or finish a design, we send you a proof to check (not for an order through the Instant 3D print quote: see 11.5), for example a render, a drawing, a test print, a prototype or a file. Please check it carefully, especially sizes, fit, colours, text and spelling: we make the item as you approved it, and we only start production after you approved the proof by e-mail. We never treat silence as approval. What you approve, as far as you could check it in the proof, becomes part of the agreement. The quote says how many rounds of changes are included; if it does not, one round is included. Changes after approval, or extra rounds, are extra work at the hourly rate in the quote: we tell you the cost first and do that work only after you agree. Your approval does not mean you accept faults in our own work, or faults you could not see in the proof: those remain our responsibility.

11.2 Files, designs and parts you supply

When you send us files, you confirm that you are allowed to have them printed or changed, for example under the licence of a model you downloaded from Thingiverse or Printables. We may refuse a job that would infringe someone else’s rights or is unlawful or unsafe, for example weapons or weapon parts.

We print or adapt your files as you supplied them. We check whether they can be printed, not whether the design is strong, safe or suitable for the use you have in mind, or whether it infringes someone else’s rights, unless the quote says so. You are responsible for whether your own design is suitable and safe for your purpose. If we see, or should reasonably see, that your design or instructions will cause a problem, we tell you before we go on.

Parts or materials you supply or buy yourself, such as magnets, inserts, screws or electronics, must be suitable for the job. We handle them with care, but we are not responsible for problems caused by defects or unsuitability of those parts, unless we should have warned you about them or the problem comes from our own specifications or purchasing advice. If we lose or damage a part you supplied through our own fault, we replace it or pay its value.

If someone holds us liable because a file, design or text you supplied infringes their rights, you compensate our damage as far as you are responsible for it under the law, for example because you told us you had the rights. Business customers: see section 20.

If you sell items we made for you under your own name or brand, you are also their manufacturer towards your buyers, and you are responsible for the safety information and any tests or certification that your market requires. We do not test or certify items for safety unless the quote says so.

11.3 Rights in the result

Unless the quote says otherwise:

• you may use the delivered item and files for the purpose we agreed;
• we keep the copyright in the designs, models, renders and software we create;
• we may show the work in our portfolio, unless you tell us you object. We never show your name, the photos or files you sent us, or a recognisable likeness of a person without your permission.

Your right to use the files and designs starts when you have paid in full or, if the quote lets you pay part of the price after delivery, on delivery; if that payment is overdue, we may suspend that right until you have paid. We only transfer copyright if the quote says so; such a transfer needs a separate document that we both sign, and it takes effect when you have paid in full. We may keep copies of files and designs for our records and to handle guarantee claims.

Our own tools, templates, standard parts, print profiles and know-how that we use in a design and did not make specially for you stay ours, also if the quote transfers the copyright in the design: you may use them as part of that design, and we remain free to use them for others.

Custom software development, such as a plugin, script or app we build to your wishes, is a service (see 8.4). Your rights in that software, for example whether you receive the source code and may change it, are as agreed in the quote; if the quote says nothing about them, the points above apply. Maintenance, updates and support after delivery are only included as far as the quote says so. This does not affect the updates the law requires to keep the software working as agreed (see section 12).

11.4 Cancelling custom work

You can cancel custom work after you accepted the quote. If you are a consumer and your 14-day right of withdrawal for a service still runs, section 8.4 applies. Otherwise:

• for prints, you pay the agreed price minus the costs we save because of the cancellation, for example material we have not used or bought yet; if you want, we deliver what is already made;
• for design, CAD, render and software work, you pay a reasonable part of the price for the work already done: at the agreed hourly rate for work by the hour, or a reasonable part of a fixed price, never more than the price for the whole work, plus costs we already made for you that are not included in that price. There is no cancellation fee.

We tell you the amount before we charge it. Business customers: see section 20.

Physical items made to your specifications cannot be returned under the right of withdrawal (see 8.2); your rights in section 12 still apply.

11.5 Instant 3D print quote

On our Instant 3D print quote page you upload your own 3D model (STL, 3MF or OBJ), choose the material, colour, quality, strength and quantity, and see the price, the shipping costs and the expected delivery date straight away. That price is our quote. It is valid for 14 days: within those 14 days you can order at the price and the shipping costs shown, even if our prices or the PostNL rates change in the meantime. The shipping costs in the quote are for the print on its own; if you order it together with other products, the shipping costs for the whole parcel are calculated at checkout. The expected delivery date is an estimate that we work out again when you order. You can also have the quote e-mailed to you as a PDF.

Delivery time. When you order through the Instant 3D print quote, the delivery period shown at checkout is the period we agree with you. We work it out from our print queue at the moment you order: the paid prints already waiting, the printing time of your model, our working days and days off, and PostNL’s usual transit time to your country. You also find it in your order confirmation e-mail. Checking your model (usually within 1 working day, at the latest within 2) never makes that period longer. If we see that we cannot deliver within it, we e-mail you before we start printing, with the date we can deliver instead. You then choose: you wait for that date, or you cancel the print and we refund everything you paid for it, including the shipping you paid for it, without delay and at the latest within 14 days. If you do not answer, you keep the right to cancel the print until it is delivered. Where no delivery period was shown at checkout, section 6 applies. If we deliver later than agreed, you keep your rights under the law: you may give us a reasonable extra period and, if we still do not deliver, cancel the contract and get your money back, or cancel straight away where the law allows it.

Filament on request. On the Instant 3D print quote page you can also choose “Request a filament”: a filament we do not have in stock, with its type from our list (for TPU: how flexible it is), a colour and a colour name or description. We order that filament for you. The price shown before you order includes a special-order fee for this; it is shown as its own line in your quote, in your cart and at checkout. Printing can only start once the filament has arrived: the delivery period shown at checkout already allows for that, and the rules on the delivery time above apply to it. We match the colour you chose as closely as we can; colours on a screen can look slightly different from the filament. If we cannot get the filament in the type and colour you chose, or only in a colour that clearly differs from your choice, we e-mail you before we start printing. You then choose: another colour of the same material from our range instead (if it costs less, we refund the difference; we never charge more without your agreement), you wait for the filament, or you cancel the print. For another material, we refund this print and you can order the new one. If you cancel, we refund everything you paid for the print: the print itself, the special-order fee and the extra shipping costs it caused (often none, if the rest of your order still ships in the same parcel; if nothing else of your order ships, all of the shipping), without delay and at the latest within 14 days. If you do not answer, you keep the right to cancel the print until it is delivered. A print in a filament you requested is made to your specifications like any other print of your model (8.2).

We print your model as you uploaded it: in the orientation it has in the file, at the size shown on the page, and with the choices you made. There is no separate proof (11.1): the 3D preview and the size on the page are your check, so please look at them before you order. Where your model needs support material, we add it and remove it before shipping. Sizes can differ slightly from the file (usually up to about 0.3 mm, more on large or flat parts) and colours can differ slightly from the colour shown on your screen; section 6 applies.

You pay when you order. We then check your model, usually within 1 working day and at the latest within 2 working days. If we cannot print it well — for example because it is too fragile, cannot be printed in one piece, or falls under 11.2 (you are not allowed to have it printed, or it is unlawful or unsafe, such as weapons or weapon parts) — we tell you why and refund everything you paid for it, and the shipping costs it caused (all of them when nothing else in your order is shipped), the way you paid: through the payment method you used, and what you paid with a gift card back on that gift card. Until we have checked your model you can cancel your order for a full refund, refunded the same way: just ask us (by e-mail or phone); after that, 11.4 applies.

A print of your own file is made to your specifications, so the right of withdrawal does not apply to it (8.2; article 6:230p, opening words and under f, of the Dutch Civil Code). Your legal guarantee (section 12) applies as usual. It covers our printing; whether your design is strong, safe and suitable for what you want to use it for is your responsibility (11.2).

Prints ordered through the Instant 3D print quote are delivered worldwide, to every country you can choose on the quote page (see section 11). For delivery outside the European Union, import duties, taxes and customs fees in the destination country are paid by the recipient. Discount codes do not apply to them unless the code says so.

12. Legal guarantee (conformity)

Everything we deliver must match its description on the product page or in the quote and be fit for normal use. If something is faulty or not as described, you have the rights the law gives you: 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.

A known flaw that you accepted separately at checkout (section 6) is not a defect; the legal guarantee still covers everything else about the item.

More about your legal guarantee rights in the EU: europa.eu/youreurope/guarantees.

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

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. This promise comes on top of your legal rights, not instead of them.

Downloads and software have a legal guarantee too: they must match the description on the product page and work as you may reasonably expect, on a system that meets the requirements stated there, and software gets the updates needed to keep it working (see section 10). If a download or licence key is faulty, we fix or replace it free of charge; 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, we lower the price or, unless the problem is minor, refund you. How to report a problem with a download or key, and what happens to the licence after a refund, is in section 9.1.

The legal guarantee does not cover normal wear, or problems caused by use against our instructions or outside the intended use (see section 6), by excessive heat, or by changes you made yourself.

If you buy as a business, section 20 sets out how we handle faults.

13. Liability and force majeure

13.1 All customers

If you are a consumer, we are liable as the law provides.

We are not liable to the extent that damage is caused because a product, file or software was used for a purpose that is neither its normal use nor a use stated on the product page or in the quote, or against our instructions or warnings, or because it was changed after delivery by you or by someone other than us.

Make a backup of your files, website and data before you install or update software. If data is lost and a normal backup would have prevented that, that part of the damage is not for our account.

Nothing in these terms limits our liability for death or personal injury, for damage caused by our intent or gross negligence, or any other liability that the law does not allow us to limit, such as product liability towards anyone who is injured, or whose private property is damaged, by a defective product.

13.2 Business customers

If you buy as a business:

• our total liability for each event is limited to the amount you paid for the order concerned or, for a licence with a fixed period, the amount you paid for it in the 12 months before the event; a series of connected events counts as one event;
• we are not liable for indirect damage, such as lost profit or revenue, lost savings, lost or damaged data, business interruption, or damage from using our files, prints or software in your own products;
• you must report a claim for damages to us in writing within 12 months after you discovered the damage, or it lapses.

These limits do not apply to damage caused by our intent or gross negligence, or where the law does not allow a limit, such as liability for death or personal injury caused by a defective product.

13.3 When we cannot deliver (force majeure)

We are not liable for a delay or failure caused by circumstances beyond our control that we could not reasonably avoid, such as illness of the owner, fire or water damage, a power or internet outage, a cyberattack, a strike or network-wide disruption at PostNL, an outage at our payment or hosting provider, or government measures. We tell you as soon as possible and propose a new date. You keep your right to cancel if we do not deliver in time (section 6). In any case, if the delay lasts, or is expected to last, longer than 30 days, you may cancel the affected part of your order, or the whole order if the rest is of no use to you without it, and get a full refund for it. Business customers: see also section 20.

14. Intellectual property

The texts, photos, designs, 3D models, software and other content on this site belong to Matrix3D.shop or its licensors. You may not copy or reuse them beyond what the law allows or a licence from us permits.

We expressly reserve the use of the content of this site, including product photos, renders and 3D previews, for text and data mining, such as training AI systems (article 15o of the Dutch Copyright Act). Collecting our content automatically for that purpose is not allowed without our written permission.

Matrix3D, Matrix3D.shop, SLUM and our logos are our names. A licence from us gives you no right to use them for your own products.

15. Complaints

Not happy with something? E-mail contact@matrix3d.shop with your order number and a short description; photos help. For downloads, software and licence keys you can also e-mail support@matrix3d.shop. We confirm receipt and give you a full answer within 14 days. If we need more time, we tell you when you can expect it.

If we cannot solve it together, we tell you in writing which dispute resolution body could handle it and whether we take part. You can always go to court (see section 19). If you live in another EU country, the European Consumer Centre in your country can advise you for free on a cross-border complaint; in the Netherlands this is the Europees Consumentencentrum.

If you buy as a business, the time limits in section 20 also apply.

16. Privacy and your account

How we handle your personal data is described in our privacy policy.

An account is optional. If you have one, keep your password to yourself and tell us straight away if you think someone else used your account. You can close your account at any time by e-mailing contact@matrix3d.shop.

We may suspend or close an account if it is seriously misused, for example for fraud, to share licence keys or files, or to reverse payments for items that were kept. We tell you why by e-mail. Otherwise we only close an account with 30 days’ notice. Closing an account does not end licences you paid for and did not misuse: before we close it, we tell you how to keep your files and keys, or we send them to you. What we keep after an account is closed is explained in the privacy policy.

17. Reviews

Only customers who bought a product can review it: we check this against our orders. We do not pay for reviews, and we do not remove a review because it is negative.

Not allowed in a review: anything unlawful, insulting or discriminating, personal details of others, advertising, or a review of a product you did not buy. Apart from the automatic check that you bought the product, a person, not software, decides whether a review is refused, hidden or removed. If we refuse, hide or remove a review, we e-mail the reviewer why, and you can object by replying. To report a review, e-mail contact@matrix3d.shop with the link to the review, why you think it is unlawful or breaks these rules, your name, and a statement that your report is correct and complete as far as you know. We confirm receipt and tell you what we decided. Authorities and users can reach us about content on this site at the same address, in English or Dutch.

18. Changes to these terms

We may update these terms. The date at the top shows the latest version. The version that was valid when you placed your order applies to that order.

The same goes for the licence of a download or licence key: a later version of the licence text does not apply to a licence you already bought, unless it is only in your favour or you agree to it.

If we transfer our business, or a product together with the contracts that belong to it, to someone else, we may transfer our contracts with you about it, including licences and the updates and support we promised, to the new owner. We tell you beforehand, and your rights stay the same. If we transfer only a product and not our business, we remain responsible towards you if the new owner does not keep those promises.

19. Applicable law and court

Dutch law applies. If you are a consumer living outside the Netherlands, you also keep the protection of the mandatory rules of the country where you live.

If you are a consumer, disputes go to the court the law designates: you can take us to court in the Netherlands or where you live, and we can only take you to court in the country where you live.

If you buy as a business, disputes go to the competent court in the district where Matrix3D.shop is established, unless the law gives another court jurisdiction in a way that cannot be changed by agreement. We may also take a business customer to court where it is established. The United Nations Convention on Contracts for the International Sale of Goods (CISG) does not apply to contracts with business customers.

20. Extra rules for business customers

This section applies only if you buy as a business (see section 2). It comes on top of the other sections; where it differs from them, this section applies. It never applies to consumers.

• Your own terms. We reject your general terms and conditions, also if your order or purchase order refers to them. They only apply if we accept them in writing.
• No right of withdrawal. Downloads and licence keys cannot be returned. We take back physical items only if we agree to it in writing; we may then charge our reasonable handling costs.
• Payment. Invoices must be paid within 14 days of the invoice date, unless the quote or invoice states another term; print orders are paid in advance, unless the quote says otherwise. If you pay late, you owe the statutory commercial interest (article 6:119a of the Dutch Civil Code) from the day after the due date, and the collection costs under the statutory scale, at least €40, without a further reminder. If you reverse a payment without a valid reason, you also pay the costs the payment provider charged us for it.
• No set-off, and suspension. You may not set off amounts you owe us against claims you have on us, or withhold payment because of a complaint, unless we accepted your claim in writing or a court decided on it. As long as an invoice is overdue, we may suspend all work, deliveries, licence keys and updates for you, also for other orders, and ask for payment in advance or security before we continue.
• Ownership. Items we deliver remain our property until you have paid all our claims for items we delivered or will deliver to you under any contract, for work we did under those contracts, and for any failure to perform them. Until then you may not pledge the items or give anyone else rights to them, and you may only sell them in the normal course of your business. Keep them identifiable as ours, and let us collect them if you do not pay on time.
• Proofs and acceptance. A proof counts as approved if you have not responded within 10 working days after our second request. Delivered custom work counts as accepted when you start using it, or if you have not complained in writing within 14 days after delivery. After acceptance you can no longer complain about defects you should reasonably have noticed when checking it.
• Complaints and time limits. Check deliveries when you receive them. Report visible defects and missing items in writing, with photos, within 14 days after delivery, and other defects within 14 days after you discovered them or should reasonably have discovered them, and in any case within 12 months after delivery; after that you can no longer claim for them. A claim lapses if you have not started legal proceedings within one year after you reported it.
• What we guarantee. We guarantee that what we deliver matches the agreed specifications when we deliver it. If it does not and you complained in time, we choose whether to repair it, replace it or credit you for it; you have no other remedies for defects, apart from our liability under section 13. Software and files are not guaranteed to be free of errors, or fit for a purpose we did not agree to in writing. Demos, beta versions and free items are provided as they are. This does not affect your right of recourse as a reseller under article 7:25 of the Dutch Civil Code, or other rights that the law does not allow us to limit.
• Your use. You are responsible for testing whether a product, file or software is suitable for your application before you use it in production or sell it on.
• Indemnity. You indemnify us against claims of third parties, and against the reasonable costs of dealing with them, including legal costs, as far as they arise from files, designs, data, text or parts you supplied to us, or, if you sell or supply our products, or items made from our files or with our software, to others, as far as the damage results from your changes, your instructions or use outside the stated purpose.
• Licences. A licence you buy as a business may only be used within the limits of its tier, such as the number of sites, devices or users. If we ask, you confirm in writing that you deleted all copies when a licence ends, and you tell us on which sites or devices a key is used. If you share or resell a licence, key or file other than by a transfer under section 10, or use it beyond your licence, we may end that licence at once, without a refund.
• Cancelling custom work. If you cancel custom work after accepting the quote, you pay for the work already done, for materials we bought or used for you and for parts already printed.
• Force majeure. Besides the circumstances in section 13.3, force majeure also includes breakdown of our equipment and late delivery by our suppliers. You cannot claim damages for delays caused by force majeure. If it lasts longer than 60 days, either of us may end the contract in writing without compensation; work already done is paid pro rata.
• Transfer. We may transfer our rights and obligations under a contract with you to whoever takes over our business or the product concerned. We tell you when we do.
• Liability, law and court. See sections 13.2 and 19.