Returns & Refunds Policy

Last updated: 19 June 2026

1) Products covered

This policy covers 3D printing materials sold through our Website, including but not limited to filament and resin.

2) Your rights and our commitment

We aim to be fair and transparent and to comply with applicable UAE consumer and e-commerce requirements.

Nothing in this policy is intended to limit any mandatory consumer rights available under UAE law. Where applicable law gives you a specific right, that right will prevail.

3) When you may request a return, replacement, or refund

3.1 Damaged, defective, leaking, missing, or incorrect items

Report within 7 days

If your order arrives damaged, defective, leaking, especially in the case of resin, contains missing items, or is different from what you ordered, please contact us within 7 days of delivery.

If the issue is confirmed, you may choose a replacement or a refund. If a replacement is unavailable, we will issue a refund instead.

3.2 What generally counts as defective

A defect generally means a manufacturing or packaging problem, such as:

• A broken or leaking resin bottle or seal
• Obvious product contamination
• An incorrect item being delivered
• Damage that occurred before or during delivery

Printing results can vary depending on the printer, settings, calibration, environment, storage, and handling. Issues such as stringing, warping, or clogging are not necessarily product defects by themselves. We may request evidence of a product defect before approving a replacement or refund.

3.3 Change-of-mind returns

Not accepted as standard

As a standard rule, we do not accept returns or refunds for change of mind, including where the wrong color or material was ordered or where the item is no longer needed.

This is because 3D printing materials can be affected by handling, storage conditions, heat, humidity, sunlight, and broken packaging seals.

Discretionary exception: in exceptional cases, we may approve a change-of-mind return at our sole discretion, but only when all of the following conditions are met:

• The request is submitted within 7 days of delivery.
• The item is unopened, unused, and remains in its original packaging.
• All seals remain intact, where applicable, and the item is in a resellable condition.

Where a discretionary change-of-mind return is approved, the customer is responsible for return collection or shipping costs and any related fees. The original delivery charge is not refundable.

4) Items not eligible for return or refund

• Opened or used filament or resin, unless confirmed as defective, damaged, or leaking upon arrival
• Products with missing or damaged seals, unless the condition resulted from a confirmed defect or delivery damage
• Damage caused by misuse, improper storage, exposure to heat or sunlight, or handling after delivery
• Products returned without prior Return Authorisation
• Items clearly marked as non-returnable, clearance, or special-sale products at the time of purchase, where permitted by law

5) Return Authorisation

Before any return is collected or sent back, you must obtain Return Authorisation from us through WhatsApp or email.

Return Authorisation means that we have reviewed the request and approved the return process. It also allows us to arrange collection correctly.

Please do not visit a return location or send a parcel without our instructions. We do not operate a public physical store.

6) Return collection, address, and shipping costs

• We generally arrange courier collection for approved returns.
• Where the return results from our error or a confirmed product defect or delivery damage, we will cover the return collection or shipping cost and any applicable replacement-delivery cost.
• Where a discretionary change-of-mind return is approved, the customer is responsible for collection or shipping costs and any related fees.

For privacy and operational reasons, the return address will be provided privately during the approval or collection process.

7) Inspection of returned items

All returned products will be inspected after they are received.

If the returned product does not match the approved return condition, including where an item was required to remain sealed but has been opened or used, the return may be refused.

Where a refused return must be sent back to the customer, additional shipping charges may apply.

8) Refunds

Within 14 business days after inspection

After we receive and inspect an approved return, we aim to process any eligible refund within 14 business days.

Your bank or payment provider may require additional time to display the refund after it has been issued.

8.1 Refund method

• Card, Apple Pay, or Google Pay through Stripe: refunds will normally be returned to the original payment method where possible.
• Cash on Delivery or bank transfer: refunds will generally be issued through bank transfer or another mutually agreed method. We may ask you to provide accurate bank details.

8.2 Shipping fees

Shipping charges are generally not refundable, except where the return or refund is caused by our error, an incorrect item, or a confirmed defect or delivery damage.

9) Failed delivery, refused delivery, or customer unavailable

If delivery fails because the customer is unavailable, provides an incorrect address, cannot be contacted, or refuses the parcel, the courier may return the shipment to us.

We may hold the parcel for a short period while attempting to arrange re-delivery.

If the order is cancelled after being returned to us, any refund that may be available can be reduced by the original delivery fee and any return or re-delivery costs incurred.

Any re-delivery fees will be the responsibility of the customer.

10) How to contact us

To request a return, replacement, or refund, contact us and include your order number:

• Email: crolen3d@gmail.com
• WhatsApp: +971 50 792 7224

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