Returns & Refunds Policy

Last updated: 6 February 2026

1) Products covered

This policy covers 3D printing materials sold on 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 mandatory consumer rights under UAE law. Where applicable law provides you with a specific right, that right prevails.

3) When you can 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 resin), missing items, or different from what you ordered, please contact us within 7 days of delivery.

If the issue is confirmed, you can choose a replacement or a refund. If a replacement is not available (out of stock), we will refund instead.

3.2 What counts as “defective” (and what usually doesn’t)

“Defective” generally means a manufacturing or packaging problem (for example: broken/leaking resin bottle or seal, obvious contamination, incorrect item delivered, or damage on arrival).

Printing results can vary by printer, settings, environment, and storage. Issues like stringing/warping/clogging are often not defects on their own. If you face printing issues, we’re happy to help with troubleshooting, but we may request evidence of a product defect before approving a refund/replacement.

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” (e.g., you ordered the wrong color/material, no longer need the item), because our materials are sensitive to handling and storage conditions.

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

• Requested within 7 days of delivery
• Unopened, unused, in original packaging
• All seals intact (where applicable) and the item is in resellable condition

If we approve a discretionary change-of-mind return, the customer pays the return pickup/shipping costs and any applicable fees. Original shipping fees are not refundable for change-of-mind cases.

4) Items not eligible for return/refund

• Opened or used filament/resin (unless confirmed defective/damaged/leaking on arrival)
• Items with missing/damaged seals (unless confirmed defective/damaged/leaking on arrival)
• Damage caused by misuse, improper storage, exposure to heat/sunlight, or handling after delivery
• Items returned without prior approval (Return Authorisation)
• Any non-returnable items clearly marked as such on the product page at the time of purchase (e.g., clearance/special sale), where permitted by law

5) Return Authorisation (required)

Before any return is collected, you must obtain Return Authorisation from us via WhatsApp or email. This is our approval to proceed and helps us arrange courier pickup correctly.

Please do not attempt to visit a return address or send parcels back without instructions. We do not operate a public physical store.

6) How returns are handled (pickup, address, shipping fees)

• We generally arrange a courier pickup for approved returns.
• If the return is due to our error or a confirmed defect/damage, we pay the return pickup/shipping and (if applicable) replacement delivery.
• If a discretionary change-of-mind return is approved, the customer pays pickup/shipping and any applicable fees.

For privacy and safety, the return address is provided privately during the approval/pickup arrangement process, and the courier will handle the return logistics.

7) Inspection

All returned items are inspected upon receipt. If the returned item does not match the approved condition (for example: opened/used when it should be sealed), the return may be refused and may be sent back to you (shipping fees may apply).

8) Refunds

Within 14 business days (after inspection)

Once we receive and inspect an approved return, we aim to process eligible refunds within 14 business days. Your bank/payment provider may take additional time to reflect the refund after it is issued.

8.1 Refund method

• Card / Apple Pay / Google Pay (via Stripe): refunds are processed back to the original payment method where possible.
• Cash on Delivery (COD) / Bank Transfer: refunds are made via bank transfer (we may request your bank details).

8.2 Shipping fees

Shipping fees are not refundable except where the return/refund is due to our error or a confirmed defect/damage on arrival.

9) Failed delivery, refused delivery, or customer not available

If delivery fails due to customer unavailability, an incorrect address, or refusal to accept the parcel, the courier may return the parcel to us. We may hold the parcel for a short period to arrange re-delivery. If the order is cancelled after return-to-sender, any refund (if applicable) may be processed minus shipping and any return/re-delivery costs. Re-delivery fees are paid by the customer.

10) How to contact us

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

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

Helpful links:  Terms & Conditions • Privacy Policy • Returns & Refunds Policy • Shipping Policy