Refund policy
Last updated: January 28, 2026
Return and Refund Policy
1. Nature of Products (100% Custom) The products sold on 3dvertical.ca are custom-made (e.g., 3D printing based on files and options selected by the customer). Consequently, all sales are final, except in cases covered by the warranty below (defective, damaged, or non-compliant product).
2. 30-Day Limited Warranty We offer a 30-day warranty from the date of receipt for the following situations:
- Defective product (manufacturing issue);
- Product damaged upon delivery;
- Product not compliant with the order (wrong item, wrong quantity, wrong option clearly different from the order).
This warranty does not cover:
- Normal wear and tear, misuse, product modification, or improper assembly;
- Damage caused by heat, chemicals, UV exposure, impacts, or excessive mechanical stress;
- Normal aesthetic variations (layer lines, texture, slight post-processing marks) inherent to 3D printing;
- Results related to the provided file (e.g., unprintable model, walls too thin) or customer choices (color, material, finish, tolerances), unless due to an error on our part.
3. No "Change of Mind" Returns We do not accept returns for:
- Change of mind;
- Selection errors (material/color/options) made by the customer;
- Aesthetic or functional expectations not specified at the time of ordering;
- Assembly incompatibility if tolerances were not specified.
4. Procedure in Case of Issues (Mandatory) If you experience an issue within 30 days, email us at shop3dvertical@outlook.com with:
- Order number;
- Description of the problem;
- Clear photos (and video if necessary);
- Photos of the packaging if the parcel is damaged.
We will analyze the request and confirm one of the following options: reprint/exchange or refund (if applicable).
5. Exchanges / Reprints If the request is approved, we generally prioritize a reprint/replacement of the same product (same options as the original order). No exchange for a different product or a new configuration (material/color/settings) is offered under the warranty.
6. Refunds (If Approved) If a refund is approved, it will be processed and automatically applied to the original method of payment within a few business days (depending on the card issuer/bank).
Late or Missing Refunds:
- Check your bank account.
- Contact your credit card issuer (processing may take some time).
- Contact your bank. If you have completed these steps and still have not received your refund, please contact us at shop3dvertical@outlook.com.
7. Returns for Inspection (If Required) In some cases, we may request a return of the product for inspection before confirming a solution.
Return Shipping Costs:
- Shipping costs related to the return are the responsibility of the customer and are non-refundable.
- If a refund is granted, the cost of return shipping is not included.
8. Customer Responsibility (Validation Before Purchase) The customer is responsible for verifying that the ordered product meets their needs before finalizing the purchase. We encourage you to read descriptions, check options, and contact us in case of doubt before ordering. No refund or exchange applies for a selection error made by the customer.
9. Unclaimed Packages or Returned to Sender In the event of a package being unclaimed, refused at delivery, or returned to the sender for any reason related to the recipient's absence or an incorrect address, the customer remains fully responsible for the costs incurred.
If the customer wishes to have the package reshipped, they must pay the additional shipping fees, as well as a fixed handling fee of $5 CAD. We assume no responsibility for packages not collected within the timeframes set by the carrier.
10. Contact Us shop3dvertical@outlook.com