Refund and Returns Policy
Right of Withdrawal
In accordance with applicable Portuguese and European consumer law, consumers have the right to withdraw from a distance contract within 14 days, without giving any reason.
The withdrawal period expires 14 days after the day on which the consumer, or a third party indicated by the consumer other than the carrier, acquires physical possession of the goods.
In the case of multiple goods ordered in a single order and delivered separately, the withdrawal period expires 14 days after the day on which the consumer, or a third party indicated by the consumer other than the carrier, acquires physical possession of the last good.
To exercise the right of withdrawal, the consumer must inform us of their decision to withdraw from the contract by means of an unequivocal statement, sent by email to:
The consumer may use the model withdrawal form provided below, but it is not mandatory.
After notifying us of the withdrawal, the consumer must return the goods without undue delay and no later than 14 days from the day on which they communicated their decision to withdraw from the contract.
The direct cost of returning the goods, including any shipping costs, customs charges, import duties, import VAT, clearance fees, brokerage fees, handling charges, storage fees, or any other costs related to the return shipment, shall be borne by the consumer, unless otherwise expressly agreed by us or required by applicable law.
Returned goods must be sent back in proper condition, complete, and, whenever possible, in their original packaging, including all accessories, manuals, components, documents, and any other items supplied with the product.
The consumer is responsible for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.
Exceptions to the Right of Withdrawal
The right of withdrawal does not apply, where legally applicable, to the following types of goods or services:
Goods made to the consumer’s specifications or clearly personalized.
Sealed goods which are not suitable for return due to health protection or hygiene reasons and which have been unsealed after delivery.
Goods which, by their nature, cannot be returned or are liable to deteriorate or expire rapidly.
Goods which, after delivery and by their nature, are inseparably mixed with other items.
Sealed audio or video recordings or sealed computer software which have been unsealed after delivery.
Digital content not supplied on a physical medium, where the performance has begun with the consumer’s prior express consent and acknowledgement that they lose the right of withdrawal.
Services that have been fully performed after the consumer’s prior express consent and acknowledgement that they lose the right of withdrawal once the service has been fully performed.
Refunds
If the consumer withdraws from the contract within the legal period, we will refund all payments received from the consumer, including the initial standard delivery costs, where applicable.
We are not required to refund any additional delivery costs if the consumer expressly chose a delivery method other than the least expensive standard delivery option offered by us.
The refund will be made using the same payment method used by the consumer for the original transaction, unless the consumer expressly agrees otherwise and provided that the consumer does not incur any additional fees as a result of the refund.
We may withhold the refund until we have received the returned goods or until the consumer has provided proof of return shipment, whichever occurs first.
Once the returned goods are received and inspected, the refund will be processed in accordance with the applicable legal deadlines.
If the returned goods show signs of use, damage, missing components, missing accessories, or any handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods, we reserve the right to deduct the corresponding diminished value from the refund, where permitted by applicable law.
Returns from Outside the European Union
For returns sent from countries outside the European Union, including but not limited to the United Kingdom, Switzerland, Norway, the United States, and Canada, the customer is responsible for ensuring that the returned goods are shipped correctly and that all applicable customs documentation is completed.
The returned package must be clearly marked as:
“Returned goods – return to seller – no commercial sale”
The order number must also be clearly indicated on the customs documents and inside the package.
Any customs duties, import VAT, clearance fees, brokerage fees, handling charges, storage fees, or any other charges applied when the returned goods enter Portugal or the European Union shall be the responsibility of the customer, unless the return is due to a confirmed defective product, an incorrect item sent by us, or another issue for which we are legally responsible.
Returns from outside the European Union must be sent with all customs duties, taxes, and clearance charges prepaid by the sender. We do not accept returns sent with unpaid customs charges, cash-on-delivery charges, or charges payable by the recipient.
If a return arrives with customs duties, import VAT, clearance fees, or any other charges payable by us, we reserve the right to refuse the delivery. If such charges are paid by us in order to receive the returned goods, the amount may be deducted from the refund, where permitted by applicable law.
The customer is responsible for using a suitable shipping service and for keeping proof of shipment and tracking information until the return has been received and processed.
Model Withdrawal Form
The consumer may use the following model form to exercise the right of withdrawal. Use of this form is optional.
To: 3DMP
Email: support@3dmp.pt
Subject: Return Request – Order #[Order Number]
I hereby give notice that I withdraw from my contract of sale for the following goods:
Product(s): [Description of goods]
Order date: [Date of order]
Date received: [Date of receipt]
Order number: [Order number]
Consumer name: [Consumer’s name]
Consumer address: [Consumer’s address]
Email address used for the order: [Consumer’s email]
Date: [Date]
Reason for return, optional: [Reason]
Return Procedure
Before returning any product, the customer should contact us by email at support@3dmp.pt, indicating the order number and the product or products to be returned.
The return package should include the order number or a copy of the return request so that we can identify the order correctly.
Products returned without sufficient identification may delay the inspection and refund process.
The customer is responsible for packing the product securely to avoid damage during transport. We recommend using a tracked shipping service, as the customer remains responsible for the returned goods until they are delivered to us.
Faulty, Damaged, or Non-Conforming Goods
This policy does not affect the consumer’s statutory rights in relation to faulty, damaged, or non-conforming goods.
If the product received is faulty, damaged, incorrect, or does not conform to the contract, the customer should contact us as soon as possible at support@3dmp.pt, providing the order number, a description of the issue, and, where possible, photos or videos showing the problem.
In confirmed cases of defective, damaged, incorrect, or non-conforming goods for which we are legally responsible, we will handle the matter in accordance with applicable consumer protection law.
Business Purchases
The legal right of withdrawal described above applies to consumers.
Purchases made by companies, professionals, or other business customers for professional or commercial purposes may not benefit from the same consumer right of withdrawal, unless otherwise required by applicable law or expressly agreed by us.
Contact
For any questions regarding returns, refunds, or warranty claims, please contact us at: