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Refund Policy

Last updated: 13/04/2025
 

At Kev3DLab, we take pride in the quality and craftsmanship of our products. While we hope you're delighted with your order, we understand that issues can occasionally arise. The following policy outlines your rights and our procedures regarding refunds, returns, and damaged items.

This policy applies to both domestic (EU) and international orders unless specified otherwise.


✅ Your Right to Cancel (EU Customers)

In compliance with the European Union’s Consumer Rights Directive, customers located in the EU have the legal right to withdraw from their purchase for any reason within 14 calendar days of receiving their item.

To exercise this right, you must notify us in writing (via email) within the 14-day window. You do not need to provide a reason, although we always welcome feedback to improve our service.

⏳ Please note: This right does not apply to customized products or digital downloads once the file has been delivered.


📦 What Can Be Returned

We accept returns for all non-custom physical products, provided the following conditions are met:

  • The return is initiated within 14 days of receiving the product

  • The product is returned in unused, original condition

  • All original packaging (boxes, protective materials, labels) is included

  • The item has not been damaged, altered, or used

Items that do not meet these conditions may be partially refunded or not accepted for return.


❌ Items That Cannot Be Returned

Some items are excluded from our return policy:

  • Custom-made or personalized products (e.g. custom 3D prints, bespoke designs)

  • Digital products, such as downloadable files and assets

  • Items returned damaged or used, unless they arrived in that condition

  • Returns requested after 14 days from delivery


🚚 Return Shipping Information

If you are returning an item:

  • You are responsible for the cost of return shipping

  • Returns must be shipped using a trackable method (with tracking number provided to us)

  • We do not refund original shipping charges unless the item was defective or sent in error

  • The returned item must be adequately packaged to avoid damage in transit

📦 We recommend reusing the original packaging and selecting an insured shipping method for your protection.


💸 How Refunds Work

Once your returned item is received and inspected, we will notify you by email and confirm whether the refund has been approved.

Refunds are:

  • Issued to your original payment method (e.g. credit card, Stripe)

  • Processed within 7 business days of receiving the return

  • Refunded for the product value only (shipping not included unless faulty)

We reserve the right to refuse a refund if the item shows signs of use, damage, or does not meet return eligibility.


📷 Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, or incorrect, we sincerely apologize. Please contact us within 48 hours of delivery with the following:

  1. Your order number

  2. A description of the issue

  3. Clear photos showing:

    • The damaged item

    • The packaging (especially if damaged during shipping)

    • Any shipping labels, if relevant

Once verified, we will either:

  • Send a replacement item at no additional cost, or

  • Issue a full refund, depending on the nature of the issue and item availability

We may ask that the defective item be returned before a refund is issued (we’ll cover the return cost in that case).


📁 Digital Products (Non-Refundable)

Due to the nature of digital products, including downloadable design files or printables, we do not accept returns or provide refunds once the item has been delivered and accessed.

However, if your download is corrupted or cannot be accessed, please contact us and we’ll make sure you receive a working version or a suitable solution.


📨 How to Request a Return or Refund

To start a return or refund request, simply email us at:

[Insert your business email address]

Include the following in your message:

  • Your full name and order number

  • A clear explanation of the issue

  • Supporting photos, if the product is damaged or incorrect

We will respond within 1–2 business days with instructions on how to proceed. Please wait for our confirmation before sending any item back.


❗ Additional Terms

  • Items returned without prior approval may not be accepted

  • Refunds will not be issued for products that have been used, altered, or damaged by the customer

  • If returned goods are lost or damaged during return shipping, we may not be able to issue a full refund

  • Kev3DLab reserves the right to update or modify this policy at any time, in line with legal requirements and business practices

If you have questions about this policy or need help with your order, don’t hesitate to reach out. We're here to make things right.

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