If you are not happy with our product, or you have changed your mind, you can ask for a return within 1 week from the date of purchase

*Note that sealed products, or consumables, which are opened, are not eligible for return

Before the order is Processed (Pending order)

You can ask for a full refund when the order has not been processed yet. Orders within 24 hours can be canceled anytime and get the full refund. For a processed order you can only ask for a return. To ask for a return or refund, please email this address sales@arctiex3d.com first with subjects starting with [Cancellation request]. This allows us to prevent the order from being shipped and then process the request as soon as possible.

Once the cancellation process is completed. You will receive a full refund via the payment method you have originally selected (Credit card, Debit Card, PayPal, etc.).

For return or refund after the order was processed, please check the following terms.

Be aware that money-transfers can take up to 7 business days (which we have no control).

After the order is Processed (Processing order)

You can ask for a refund when the order is under processing but not shipped yet. In such case, we will not be able to provide you with the full refund due to the fact that the product production process has already begun. If you insist on asking for a refund, a 10% fee will be charged. To launch the request please send us an email at sales@arctiex3d.com with subjects starting with [Refund request]

Once the refund process is completed. You will receive a full refund via the payment method you originally selected (Credit card, Debit Card, PayPal, etc.).

After receiving the order (Delivered or Shipped order)

In other cases, If the order has already been shipped or you have already received it, you are eligible to return it without a reason within 7 days after the delivery.

If your decision is due to quality issues or missing parts, please send us an email at support@arctiex3d.com with subjects starting with [Return request].

All shipped goods have to be returned to us before we can proceed with the refund. In order to prepare the package for return, please follow the steps listed below:

Send a return request: Send an e-mail to support@arctiex3d.com with subjects starting with [Return Request], with the subject and description of your case. The e-mail must include the original invoice number of the order you want to return and a short statement for why you want to return it. Your feedback is valuable to us.
Return label: Once we have processed your request, you will receive an email with a shipping label(with all necessary info) and further instructions on how to contact the transporter. Then you may have to contact the transporter later by yourself.

Packing: If you have not thrown the original packing material, you may reuse the packing material. If you do not have the original packing material, do not worry. We will send you an email with guides attached for you to find out what to do in both cases. If you failed to follow the instruction and cause damage during the shipping. Then relevant losses will be deducted from your refund. If possible, take a photo before you return so we can check if the shipping company damaged the package. Discrepancies could influence the refundable amount.

Order returned: Once the goods are received, we will inspect the returned goods and issue the refund later. The returned product(s) will be checked for any missing or damaged parts.

Once the refund process is completed, you will receive a refund via the payment method you originally selected. Shipping costs are non-refundable, which the cost of return shipping will be deducted from your refund.

However, if the issue is created on our side regarding the shipped order such as sending the wrong color, missing parts, etc., all shipping costs will be covered by us. And we will send a replacement as soon as possible.

Tips:

Before returning the product, please take a picture of the product and provide it to us.

It may take up to 10 days for us to receive the product. Then about 2 business days to process the refund, and the refund amount will take 3 to 5 business days to appear in your account.