Refunds & returns
To be reviewed by a lawyer. Working draft written from the rules of the service, to be reviewed by a lawyer before paid orders open. This English version is a translation provided for information only. The French version is the only legally binding one. Read the French version
What is refunded, how and how fast: credits, subscriptions and packs, print orders. These rules supplement the terms and conditions.
The rules
1. Credits
- Failure on our side (AI service or 3D computing unavailable, internal error): everything used is refunded automatically, in credits.
- An operation you stop: you only pay for the steps completed; the rest of the hold comes straight back.
- Chat message: only the measured cost is charged; a turn that fails is refunded in full.
- Credits cannot be refunded in money, except on withdrawal (below).
2. Subscriptions and packs
You can withdraw within 14 days of purchase: you are refunded the price paid, minus the value of the credits from that purchase already used (at your plan's unit price per credit). Make the request from Billing › Payments & invoices, or by emailing support.
After 14 days, there are no pro-rata refunds: cancellation takes effect at the end of the current period and you keep your remaining credits.
3. Print orders
| Situation | Resolution |
|---|---|
| The workshop rejects a part | Free fix by the AI, or a full refund of the items concerned |
| Defect or breakage on delivery | Reprint or refund based on photos, under the legal guarantee (“Report a problem” in the order) |
| Parcel not received or lost | “I haven't received my parcel” from the latest announced delivery date; reprint or refund after the carrier's investigation |
| Another creator's design ordered without any change | 14-day right of withdrawal after delivery (form in the order), return costs at your expense, refund within 14 days (may be deferred until the return is received) |
| Your mistake (material, size) on a design you created or changed | No withdrawal (made-to-order goods); a goodwill gesture remains possible |
| Cancellation within 30 minutes of payment | Full refund, as long as the order hasn't gone to the workshop |
4. Timing
We reply to every complaint within 72 working hours. A card refund appears on your statement 5 to 10 working days after it is issued.
5. Payment disputes
Before disputing a payment with your bank, write to us: most situations are sorted out within hours. A dispute suspends the account's orders — or the account itself, for a credit payment — while it is being investigated.
The consumer mediator objekto belongs to, and their contact details, will be given here before paid orders open. You can refer a dispute to them free of charge after a written complaint that has not been satisfactorily answered within two months.