Knowledge Base
🇨🇦 EN

What is your return and exchange policy?

As long as you have not opened the items, you are welcome to return or exchange them. We offer a 30 day return policy that applies to filament, printers, accessories, and other products.

The basics

  • 30 days from your purchase to request a return or exchange.
  • Items must be unopened and unused.
  • Return shipping is your responsibility.
  • A 17.5% restocking fee applies.
  • We are not equipped to process returns at our physical store.  Returns have to be shipped back to us.

You can read the full policy on our Return Policy page.

How to start a return or exchange

Every return starts with a support ticket — please don't ship anything back before you hear from us.

  1. Open a support ticket with us and include your order number.
  2. Tell us whether this was a direct sales order or an order placed through our web shop. The two are handled differently, so this helps us route your request correctly.
  3. List the items you want to return or exchange, and let us know the reason for the return. We ask on every ticket — it helps us sort out the fastest fix for you and flag any recurring issues with a product or batch.
  4. If the product is defective, attach evidence (see below).
  5. Wait for our return instructions before shipping. We'll confirm the address and what to include in the box.

Defective or damaged products

If you believe a product is defective, say so in your ticket and include evidence so our team can assess it. Useful evidence includes:

  • Clear photos of the filament, spool, printer or part showing the problem.
  • Photos of the packaging and the spool label (material, colour, diameter, batch or lot number).
  • Photos of failed prints, plus the material, nozzle and bed temperatures you were printing at.
  • A short video if the issue is something that only shows up while printing, such as an extruder skipping or filament snapping.

We'll review what you send and come back to you with the next step. Please keep the product and its packaging until the claim is resolved.

Good to know

  • Opened filament can't be resold, which is why the policy is limited to unopened, unused items. If you're unsure a material will suit your printer, ask us before you open the spool — we're happy to advise.
  • Keep your shipment tracking number for the return. We can only process a refund or exchange once the items reach us.