In short
| Situation | What happens | Time limit |
|---|---|---|
| Part printed from your file or to your specifications | No right of withdrawal (made to order) | - |
| Ready-made object from our catalogue, standard version | You may withdraw without giving a reason | 14 days from receipt |
| Print defect, our mistake or damage in transit | Free reprint or refund, your choice | Tell us within 7 days of delivery |
| Lack of conformity (legal guarantee) | Repair, replacement, price reduction or termination | 2 years from delivery |
Custom parts: no withdrawal
Everything we print from your files or to your specifications (material, size, colours, changes) is made only for you. That's why, as provided by Article 16(c) of Directive 2011/83/EU and the Croatian Consumer Protection Act, the 14-day right of withdrawal does not apply to these parts once they are paid for and in production.
Until you pay you can cancel freely; after payment, if printing hasn't started yet, we also cancel and refund in full. None of this affects our reprint guarantee or your legal guarantee.
Catalogue objects: 14 days to withdraw
If you buy a ready-made object from our catalogue in its standard version as a consumer, you can withdraw from the contract within 14 days from the day you (or someone you name) receive it, without giving any reason. TBD: lawyer to confirm whether catalogue objects in a chosen colour or size count as personalised
To withdraw, send us a clear statement (for example an e-mail to hello@zg3dstudio.com) before the period ends. You can use the form below, but you don't have to.
Send the object back within 14 days of telling us; you pay the cost of returning it. We refund all payments received, including standard shipping, within 14 days of receiving your statement, using the same payment method. We may hold the refund until we've received the object or proof that you've sent it. You're only liable for loss of value caused by handling beyond what's needed to examine the object.
Model withdrawal form (only if you want to use it):
- To: TBD: registered company name (d.o.o. / obrt), TBD: street address of the registered office, 10000 Zagreb, Croatia, hello@zg3dstudio.com
- I hereby give notice that I withdraw from my contract of sale of the following goods: …
- Ordered on / received on: …
- Name and address of the consumer: …
- Signature of the consumer (only if this form is sent on paper) and date: …
Our reprint guarantee
On top of the law, we give you our own guarantee. If a part has a print defect, isn't in the material or colour you ordered, is outside the tolerance we promised or arrives damaged, we reprint it for free or refund it, whichever you prefer, shipping included.
Tell us within 7 days of delivery, with your order number and photos of the problem. We answer within one working day. If we ask for the part back to examine it, we pay the shipping.
- It doesn't cover design flaws in the file you sent (walls thinner than the minimum, parts that don't fit because of the design) when we warned you in the file check and you chose to go ahead.
- It doesn't cover the normal layer lines of FDM printing or light support marks, which are part of the technique.
- It doesn't cover wear from use, impacts, heat above what the material withstands, or use other than intended.
Legal guarantee of conformity
As a consumer you always have the legal guarantee for lack of conformity (material defects) under Croatian law (the Civil Obligations Act and the Consumer Protection Act): we are liable for defects that existed at delivery and appear within 2 years.
Tell us within two months of discovering the defect. You can ask for the part to be repaired or replaced and, if that's impossible or we don't do it within a reasonable time, for a price reduction or termination of the contract with a refund. Our reprint guarantee adds to these rights and never replaces them.
How to make a claim
- Write to hello@zg3dstudio.com with your order number.
- Describe the problem and attach photos (of the part and, if it arrived damaged, of the box).
- We answer within one working day, and always in writing within 15 days at the latest, with the solution: a reprint, a refund or whatever is appropriate.
Refunds go back to the original payment method within 14 days of agreeing the solution.