Refund policy

Your legal rights come first

Our voluntary returns and 30-day commercial warranty are additional benefits. They do not replace or limit mandatory consumer rights relating to faulty, damaged, misdescribed or undelivered goods, or legal rights to cancel. Where mandatory law gives you greater protection, it applies. We also honour any more generous return or warranty promise that applied to your purchase. A sale price, opened packaging, ordinary use needed to discover a defect, or expiry of a voluntary return or warranty period does not by itself remove statutory rights.

Additional voluntary returns and exchanges

For ordinary filament purchases from our store, we retain the 30-day return period from purchase stated in our refund policy and the 14-day return-request period from delivery stated on our returns page. You may use whichever period ends later. For these voluntary change-of-mind returns, items must be unused, in the condition received and in their original packaging. The 30-day voluntary refund offer applies to regular-priced items, as in the existing refund policy; sale-priced items remain eligible under the 14-day sealed-item offer and any more generous applicable promise. The 14-day return and exchange offer covers sealed items. These conditions do not restrict statutory cancellation or faulty-goods remedies. More generous promises applicable to your order remain available.

For help with a return or exchange, contact service@overture3d.com with your order number or other proof of purchase and the item details. For refund enquiries, you may also use support@overture3d.com. We retain the replacement offer for defective or damaged items and cover shipping costs for those replacements. An exchange request does not remove any right to a refund under applicable law.

For voluntary change-of-mind returns only, you pay direct return shipping and original outbound shipping is not refunded unless a more generous promise applies. If we arrange a paid return label, its cost may be deducted from the voluntary refund only as disclosed and agreed; you will not also be charged for return postage you already paid. Statutory costs and refunds follow the rules below.

When we receive a voluntary return, we inspect it and notify you by email of receipt and the outcome. Approved refunds go to the original payment method without undue delay. Bank posting time can vary and does not extend our legal refund deadline. If a refund is missing, check your payment account and contact support@overture3d.com; you need not exhaust bank enquiries before contacting us.

For a voluntary gift return, an item marked as a gift at purchase and shipped directly to you qualifies for gift credit for the return value; after receipt of the return, a gift certificate is mailed to you. Otherwise, the refund goes to the gift giver. This gift-credit arrangement does not replace a statutory entitlement to repayment.

For purchases through Amazon, eBay or another seller, contact the seller or platform for its return process. This does not remove any legal claim against the responsible seller or any Overture guarantee that applies to your purchase.

EU and UK consumers: statutory cancellation

If your purchase is protected by EU or UK distance-selling cancellation law, you may cancel without giving a reason from the time of contracting until 14 days after the day you, or your nominated recipient other than the carrier, receive the goods. For goods in one order delivered separately, count from the last item; for goods in several lots or pieces, from the last lot or piece; for regular deliveries over a defined period, from the first delivery. Longer periods may apply where required cancellation information was not supplied.

Send a clear statement of your decision to service@overture3d.com or support@overture3d.com. Sending your notice before the deadline is sufficient. You do not need our prior approval, an RMA number, a reason, or a particular form. You may use the model cancellation form, but it is not compulsory.

Unless we offer to collect the goods, send them back without undue delay and no later than 14 days after the day you notify us. This is a dispatch deadline, not a deadline for warehouse receipt. Contact us for the appropriate return instructions; we will provide timely assistance so that our arrangements do not prevent you from meeting the return deadline. Waiting for our response or approval is not a condition of a valid notice, and our delay does not remove your statutory rights. Keep evidence of dispatch.

Opening a vacuum bag or other packaging does not by itself remove this right. Original packaging is helpful for safe transport but is not a statutory condition. Where the law permits and we supplied the required information, you may be responsible only for actual loss of value caused by handling beyond what is necessary to establish the goods' nature, characteristics and functioning. There is no automatic deduction simply because filament has been opened.

You pay only the direct cost of a change-of-mind return where we informed you of this before purchase and have not promised to pay it. Otherwise, we bear that cost. This does not replace our duty to cover costs for faulty goods where required by law. There is no statutory cancellation processing or restocking fee.

For cancellation of the whole order, we refund your payments including our least expensive standard outbound delivery option. We need not refund the extra cost of an expressly chosen premium delivery option. For a partial return, we calculate any delivery refund under applicable law. Refunds use the original payment method unless you expressly agree otherwise, without a refund fee.

EU refund timing

We refund without undue delay and within 14 days after being informed of your decision to withdraw. Unless we have offered to collect the goods, we may withhold reimbursement until we receive the goods back or you supply evidence of sending them back, whichever happens first. We do not add a further routine inspection or processing period.

UK refund timing

If goods have been supplied and we have not offered to collect them, we refund without undue delay and no later than 14 days after we receive the goods back or, if earlier, receive evidence that you sent them back. If we offer to collect the goods, or no goods have yet been supplied, we refund without undue delay and within 14 days after the day you tell us you are cancelling.

Faulty goods and country-specific protection

If goods are faulty, damaged on delivery, not as described or otherwise nonconforming, contact us. We provide the remedies required by applicable law, which may include repair, replacement, price reduction or refund. Our 30-day replacement warranty does not force you to accept replacement where the law gives you another remedy. We cover necessary return and remedy costs where required by law; the voluntary change-of-mind conditions do not apply to these claims.

Germany, France and Spain: For new goods, ordinary statutory defect protection is generally two years from delivery in Germany and France and three years in Spain. A defect appearing in the first year in Germany, or first two years in France or Spain, is generally presumed to have existed at delivery, subject to legal exceptions. Repair or replacement must be free, within a reasonable time and without significant inconvenience; in France it must be completed within 30 days of the request. Applicable law provides price reduction or termination and refund where the conditions are met, including failed, unavailable or seriously delayed remedies, and certain serious defects. Extensions and other rights can apply, including after repair. French consumers also retain the legal guarantee against hidden defects, with action generally required within two years after discovery, subject to the applicable outer time limit. These periods are not promises against normal consumption, wear or damage caused after delivery.

United Kingdom: For faulty or nonconforming goods, you normally have a short-term right to reject for a refund within 30 days, beginning the day after delivery, transfer of ownership and completion of any required action by us to enable use. If you request or agree to repair or replacement, that period pauses while you wait. You may be entitled to free repair or replacement within a reasonable time and without significant inconvenience. If goods still do not conform after one repair or replacement, neither remedy is available, or we fail those timing or inconvenience requirements, you may be entitled to a price reduction or final rejection. Statutory rejection refunds are made without undue delay and within 14 days beginning with the day we agree you are entitled to the refund, using the original payment method unless you expressly agree otherwise, without a fee. We bear reasonable return costs for goods you are entitled to reject.

United States and Canada: State or provincial consumer and warranty law may provide rights beyond our voluntary policy. There is no general 30-day change-of-mind legal entitlement described by this policy. Legal remedies for defects, misdescription, missing delivery or qualifying contracting and disclosure failures remain available. We cover return costs and issue refunds within the deadline required by the law applicable to your claim. In Québec, legal warranties apply automatically and without charge, including conformity, normal intended use and reasonable durability.

Cancellation before dispatch, delayed or missing orders

We accept cancellation before product shipment or production. If your order is cancelled before shipment, you receive a full refund. After dispatch we may be unable to stop the parcel, but this does not prevent statutory cancellation or other legal remedies. Contact us for return arrangements.

Contact us if a parcel is missing, damaged or marked delivered but not received. A carrier scan or an outstanding carrier investigation does not by itself remove your legal rights. For protected EU and UK purchases, we remain responsible until you or your nominated recipient physically receive the goods, except where you independently commission a carrier we did not offer. Delivery is due within the agreed period or, if none was agreed, without undue delay and within 30 days of contracting. If delivery is late, you may set an appropriate additional deadline and end the contract if it is missed; immediate termination may be available where we refuse delivery or an essential deadline is missed. Payments due are refunded without undue delay.

For US orders, if we cannot ship within the stated time, or within 30 days of a properly completed order where no time was stated, we provide the delay-consent, cancellation and prompt-refund options required by law. We do not treat silence as blanket consent to repeated or indefinite delays. Applicable shipping-rule refunds are generally due within seven working days, with one billing cycle for the specified seller-credit category. Other mandatory deadlines remain applicable.

Return arrangements and contact

Pack returns securely. Tracking can help establish dispatch; buying insurance is not a condition of statutory rights. Legal rules determine return-transit risk, including the trader's responsibility for statutory withdrawal returns under German law.

Contact service@overture3d.com, support@overture3d.com, or our Customer Service team.