Returns (Right of Withdrawal)

In accordance with EU consumer protection law, customers have the right to withdraw from a distance contract within 14 calendar days from the day of receiving the order, without providing a reason.

To exercise your right of withdrawal, simply inform us of your decision (for example by email) before the 14-day period expires.

Return conditions:

• Returned products must be unused, undamaged, and – where possible – in the original packaging.
• Filament must not show any signs of use, unpacking, rewinding, or exposure to moisture.
• The cost of return shipping is borne by the customer, unless agreed otherwise.
• Return address: Filament Point, ul. Nawojowska 38a, 33-300 Nowy Sącz.

Refunds will be issued within 14 days of receiving the returned goods or proof of return, using the same payment method as the original transaction.

Complaints & Claims

If the product you receive is defective, damaged, or not as described, you have the right to submit a complaint.

Complaints are handled in accordance with EU regulations regarding lack of goods in the contract.

How to submit a complaint:

• Contact us via email with a description of the issue.
• If possible, attach photos showing the defect or damage.
• Include your order number to help us process your claim efficiently.

Each complaint will be reviewed within 14 days of receipt. You will be informed of the decision using the same communication channel.

In the event that a complaint is accepted and a defect in the goods is confirmed, the customer shall be required to return the complained goods to the following address: Filament Point, ul. Nawojowska 38a, 33-300 Nowy Sącz, Poland.

The refund shall be made no later than 14 days from the date on which the complaint is positively resolved, using the same method of payment as used by the Customer for the purchase, unless the Customer expressly agrees to a different method of refund that does not involve any additional costs.

Please note:

Complaints do not cover issues caused by:

• improper or incorrect use of the filament,
• incorrect 3D printer settings,
• unsuitable storage conditions (humidity, heat, or direct sunlight).

If you are unsure whether an issue qualifies as a complaint, feel free to contact us – we are always happy to help!