Refund policy

Returns and refunds policy

Last updated: 3 August 2026

This policy distinguishes consumer purchases from business purchases. Nothing in it limits mandatory rights that apply to you under applicable law.

Consumer right of withdrawal

If you are an individual buying mainly for purposes outside your trade or profession, you may withdraw from an online purchase without giving a reason within 14 days after you, or a person designated by you other than the carrier, receives the goods.

For an order delivered in several parts, the period starts when the last item or part is received.

Before sending any return, notify us at returns@filamentlab.eu. Include your name, order number and the products concerned so we can provide the correct instructions and identify the parcel when it reaches our fulfilment warehouse. For a consumer withdrawal, this email also serves as an unambiguous withdrawal statement when sent before the 14-day period expires. You may use the model form below, but it is not required.

After notifying us, send the goods back within 14 days to:

Shipmall, Areál Elitex / FilamentLab.eu

Vrchlického 323

517 21 Týniště nad Orlicí

Czech Republic

Mark the parcel clearly RETURN / VRATKA - FilamentLab.eu and include the order number and customer name inside. The model withdrawal form below may be used for this purpose. This identification is essential because Shipmall is a shared fulfilment warehouse serving multiple stores.

Please wait for our return instructions before dispatching the parcel. We will respond promptly; this operational step does not reduce your statutory withdrawal period or other mandatory rights. Do not send returns cash on delivery or to a carrier pickup point.

Warehouse delivery contact for the carrier: Kristýna Beránková, +420 731 450 400, logistika@shipmall.cz. Questions about a return must still be sent to returns@filamentlab.eu; the warehouse does not decide the claim or refund.

Condition of returned goods

You may inspect goods as you would in a physical shop. You are responsible only for any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Original packaging is not an absolute condition of withdrawal, but please use it where reasonably possible and pack the goods securely.

Filament is supplied in sealed moisture-barrier packaging with desiccant. Opening or damaging this protective packaging, removing the desiccant, unwinding, loading or printing the filament, or exposing it to moisture does not by itself remove a consumer's statutory right of withdrawal. It may, however, reduce the product's value where such handling was not necessary to establish its nature, characteristics and functioning.

After an individual inspection, we may claim or deduct only the objectively justified reduction in value. This may include reasonably necessary drying, testing or repackaging costs and any demonstrable loss resulting from the product no longer being saleable as new. We do not apply a fixed restocking fee. Where reasonably possible, return the spool, remaining filament, labels, protective bag, desiccant and other supplied packaging so that we can assess the product's condition.

This does not affect your rights where the filament was defective, incorrectly supplied, damaged on arrival or delivered with compromised protective packaging.

The statutory exceptions to withdrawal apply, including goods made to your specifications or clearly personalised. We will identify any relevant exception before purchase where required.

Return costs and refund

If you return goods because you changed your mind, ordered the wrong product or no longer want it, you arrange and pay for return shipping to our return address in the Czech Republic. These costs are not reimbursed. This also applies where the order was delivered to another country. Please consider the cross-border return cost before dispatching the parcel.

Do not send defective, damaged or incorrect goods to us unless we expressly ask you to do so. After an initial assessment, we will tell you whether a physical return is required and, if so, agree the return method in advance. You initially pay the return shipping cost and must keep proof of dispatch and the shipping receipt until the claim is resolved. If the claim is accepted as justified, we reimburse the documented reasonable cost of the agreed return shipping. Unless mandatory law requires otherwise, return shipping is not reimbursed if the claim is not accepted. Unauthorised premium, express or cash-on-delivery return costs are not reimbursed.

We refund all payments received for the returned goods, including the cost of our least expensive standard delivery option for the withdrawn order. Extra delivery cost caused by choosing a more expensive method is not refundable.

The refund is made within 14 days after we receive your withdrawal notice, using the original payment method unless you expressly agree otherwise. We may withhold the refund until we receive the goods or you provide evidence that they have been sent back, whichever happens first.

If only part of an order is returned, the original delivery charge is refunded only to the extent required by law.

Defective, damaged or incorrect goods

If an item is defective, damaged or incorrect, contact returns@filamentlab.eu promptly with the order number, a description of the issue and photographs showing the problem, the product, its label and batch information where available. Do not discard the product or packaging until we confirm the resolution.

Each claim is assessed individually. Depending on the circumstances, we may resolve a filament claim without requiring the spool to be returned, including by offering an appropriate refund or replacement. We reserve the right to request additional photographs, batch information, printing and storage details, samples, or return of the goods for inspection where reasonably needed to assess the claim. No refund, replacement, waiver of return or other outcome is automatic merely because a problem is reported. Defective, damaged or incorrect goods are resolved according to the circumstances and applicable law.

Consumers have a minimum two-year legal guarantee for goods under applicable EU consumer rules. Depending on the circumstances, the remedy may be repair, replacement, a price reduction or termination of the contract and refund. We cover reasonable return costs for a justified claim.

Business customers' defect and warranty rights follow the agreed contract, these Terms and Conditions and applicable law. Any manufacturer's commercial warranty is additional to, and does not replace, mandatory consumer rights.

A discretionary refund, replacement or waiver of return in an individual case does not limit mandatory rights and does not create a contractual right to the same resolution in another case.