Refund policy

30 days to return

You can return goods you have not unpacked within 30 days of receiving them, without giving a reason. The law gives 14 days; we voluntarily extend the period to 30. This applies to consumers and businesses alike.

What can be returned

Unused goods in their original, intact vacuum packaging. Filament is sensitive to moisture, and once the vacuum packaging has been opened, we can no longer resell the spool. If you return opened goods, we will deduct the reduction in their value from the refund, and this reduction may be as much as their full price.

If the goods are defective, damaged or we sent you something else, this is not a return but a warranty claim (see below). For a warranty claim, it does not matter whether the packaging has been opened.

How to return goods

Write to us at info@filamentor.io and include your order number.

  • Czech Republic: we will send you a free return code for Packeta. You can drop off the parcel at any Packeta pick-up point.
  • Other countries: you bear the cost of the return. You can send the parcel with your own carrier with tracking, or we can prepare a label for you and deduct its cost from the refund. Before you arrange the return, please get in touch: for smaller orders we can often offer a solution where you do not have to send anything back.

Send the goods to: Filamentor, Hala 5, Komerční 567, 251 01 Nupaky, Czech Republic. Please include your order number in the parcel.

Refunds

We refund the money once the returned goods reach our warehouse, or earlier if you show us proof that you have sent them. Always no later than 14 days after withdrawal from the contract, using the same payment method you paid with.

If you return the whole order, we also refund the original shipping cost up to the price of the cheapest delivery method offered. If you return part of the order, we refund the price of the returned goods.

Defective, damaged or wrong goods (warranty claims)

Please check the parcel after receiving it. If the goods are defective, damaged in transit or we sent something else, write to us at info@filamentor.io with your order number and a photo. We will sort everything out at our expense, usually by sending a replacement or refunding your money. You can assert your rights arising from defective performance within 24 months of receipt. You will find the details in the terms of sale, article VII.

Exceptions

  • Isopropyl alcohol (IPA) is a flammable liquid and cannot be sent by ordinary parcel. If you want to return it, write to us. A return is only possible by dangerous-goods transport, at your cost (terms of sale, article VI, paragraph 6). If it is defective or damaged, we will resolve it without a return.
  • Gift cards can be returned within 14 days of purchase if they have not been used.
  • Sale and clearance items can be returned just like any other goods.

Exchanges

Until the order leaves the warehouse, we can change it. Write to us as soon as possible. Once the order has been shipped, return the goods according to this policy and place a new order.

Questions

Anytime at info@filamentor.io.