Return & Refund Policy

1. Made-to-order items and the right of withdrawal

Under the Swedish Distance Contracts Act (Distansavtalslagen), consumers normally have a 14-day right of withdrawal (cooling-off period) when buying online. However, by law this right does notapply to goods that are made to your specification or are clearly personalised. That covers most of our prints, because you choose the material, colour, size, multi-colour configuration, or commission a custom request — so each item is made for you and can't simply be resold.

Where the right of withdrawal does apply (a standard, non-personalised item), you may withdraw within 14 daysof receiving the goods, for any reason. To do so, tell us clearly within that period (see section 3, or use the model wording below). You then return the item within 14 days, unused and in its original condition and packaging. You cover the cost of return shipping, and we refund within 14 days of receiving the item back (or proof you've sent it). We may reduce the refund to reflect any reduction in the item's value caused by handling beyond what is needed to check it.

Model withdrawal wording (optional): “I hereby give notice that I withdraw from my contract of sale for the following item(s): [order number / item], ordered on [date], received on [date]. Name: [your name]. Date: [date].”

2. Damaged, defective or incorrect items

We're a hobby print shop, so the natural characteristics of FDM 3D printing — visible layer lines, slight texture, minor colour variation and tiny cosmetic quirks — are normal and not considered defects. But if your item:

• arrives damaged in transit,
• has a genuine print defect (e.g. broken, warped, malformed), or
• isn't what you ordered,

we'll make it right with a free reprint/replacement or a full refund. This reflects your statutory rights under the Swedish Consumer Sales Act (Konsumentköplagen), under which you can complain about a fault for up to three years (faults that appear within the first two years are presumed to have existed at delivery). These rights are in addition to anything above, and we cover return shipping for faulty or incorrect items.

3. How to make a claim

• Email hello@walldoff3d.se with your order number.
• Include a clear photo of the damage or defect (and the packaging if it was damaged in transit).
• Get in touch within 7 days of delivery for transit-damage claims so we can also raise it with the carrier. (Your wider statutory complaint rights still apply beyond this for faults.)

We'll confirm whether we'll reprint or refund, and arrange a return label if we need the item back.

4. Refunds

• Approved refunds are made to your original payment method via Stripe — we don't offer cash refunds or store credit unless you agree to it.
• We process approved refunds within 1–2 business days; depending on your bank it can then take a further 5–10 business days to appear on your statement.
• For a faulty, incorrect or fully-cancelled order, the refund includes the original standard shipping charge.
• For a withdrawal of a standard non-personalised item (section 1), we refund the price and the original standard delivery cost, but not your return-shipping cost.

5. Replacements and exchanges

Because each item is made to order, we don't offer general exchanges (for example swapping a colour or size after delivery for change of mind). For a faulty or incorrect item we'll reprint the same item, or refund it, as set out above.

6. Order cancellation before printing

If your order hasn't entered printing yet, contact us as soon as possible — we can usually cancel it and issue a full refund. Once an item is printing or printed it can no longer be cancelled, but the damaged/defective protections above still apply.

7. Dispute resolution

We always try to resolve things directly, so please contact us first. If we can't reach a solution, you can refer it to the Swedish National Board for Consumer Disputes (Allmänna reklamationsnämnden, ARN — arn.se), whose recommendations we follow, or use the EU Online Dispute Resolution platform (ec.europa.eu/consumers/odr).