Refund policy

 

Scope of Application

This Refund Policy applies to all customized 3D-printed products purchased through the official Hitem3D website or related platforms (the "Products").

Customized 3D-printed products refer to items manufactured according to your personalized requirements, including but not limited to design files, size, color, material, and other custom parameters confirmed at the time of order. By placing an order, you acknowledge and agree to the terms of this Refund Policy.

Core Terms: No Cancellations, Returns, or Exchanges (Except for Qualified Quality/Shipping Damage Issues)

1. No Order Cancellations or Modifications After Placement

Once you submit an order and complete payment, no cancellations, modifications, or changes to custom parameters (design, size, color, etc.) will be accepted under any circumstances. This is due to the unique, made-to-order nature of customized 3D-printed products, which begin production immediately after order confirmation.

2. No Returns or Exchanges for Non-Quality Reasons

We do not accept returns, exchanges, or refunds for the following situations, and all sales are final unless otherwise specified:

  • Errors in order information provided by you (e.g., incorrect design files, size/color selections, or missing custom requirements) leading to products not meeting your expectations;
  • Subjective reasons (e.g., changes in personal preference, dissatisfaction with the design, or perceived unsuitability) with no product quality issues;
  • Minor production characteristics inherent to 3D printing technology (e.g., slight surface texture, tiny layer lines, or negligible color variations that do not affect functionality or overall appearance);
  • Minor packaging damage that does not impact the product itself, or shipping delays caused by force majeure (e.g., natural disasters, customs inspections, or logistics disruptions).

3. Eligibility for Support: Printing Quality Issues or Severe Shipping Damage

You may request support only if the Product has confirmed printing quality defects or obvious shipping damage (that renders the product non-functional or significantly impairs its appearance). To qualify:

  • Printing quality issues: Include abnormal surface roughness, structural defects (e.g., cracks, incomplete printing), material discrepancies from the confirmed order, or obvious printing errors that deviate from the approved design;
  • Severe shipping damage: Include broken parts, deformation, or other damage caused during transportation that affects the product’s use or appearance.

Support Request Process

If you encounter the above eligible issues, please follow these steps to request support:

  1. Submit a request within 7 calendar days of receiving the Product (calculated from the delivery confirmation date);
  2. Contact official staff via the Hitem3D Discord community (provide your order number and contact information when initiating the conversation);
  3. Provide mandatory supporting materials: A complete unboxing video (must show the entire unpacking process, including the original packaging, shipping label, and the damaged/defective product) + clear photos of the issue (highlighting the quality defect or shipping damage);
  4. Our team will review your request and supporting materials within 3 business days. If approved, we will provide a solution (e.g., full refund, reprint, or other appropriate support) based on the severity of the issue.

Important Notes

  • All supporting materials (unboxing video + photos) must be authentic and unedited. Falsified or incomplete materials will result in the request being rejected;
  • We reserve the right to verify the issue with our production and logistics partners. The final decision on eligibility for support is at Hitem3D’s sole discretion;
  • Refunds (if approved) will be processed within 7–14 business days and returned to your original payment method (processing time may vary depending on your bank or payment platform);
  • Customized Products are made exclusively for your requirements and cannot be resold. Therefore, we do not offer returns or exchanges beyond the eligible support scenarios outlined above.

Contact Information

For questions about this Refund Policy or to submit a support request, please contact official staff in the Hitem3D Discord community. We will respond to your inquiry in a timely manner in accordance with this Policy.