Refunds & returns

In case you are not happy with a product, or you have changed your mind about it, you are eligible for a return within 60 days after delivery.

Pending order - Before the order is shipped

You can cancel the order and request a refund at any time before the order has shipped. Click your name in the top-right corner to enter your order history (blue arrow). Click the order number or 'Edit Order' where you can make changes (green squares). In the upper-right corner, you will find 'Cancel order' (purple square). Confirm your choice and the order is canceled and a refund request will be sent to our system.

Once the refund process is completed on our side, you will receive the refund via the payment method you initially used (Credit card, PayPal, etc.). Be aware that money transfers can take up to 14 business days.

Edit your order

On the bottom of the same page, you can also make changes to your order (add/remove products and edit addresses). If you add products, an option to make additional payments will appear under the total on the right.

If a product is removed from the order, the amount for the removed item will be refunded within two weeks. The order will only ship after the refund is finalized.

Shipped and/or delivered order

If the order has already been shipped, you are eligible to return it without giving any reason within 60 days after delivery. If you are outside of this period, check out our article on Warranty returns for more information. 

Return Process

Shipped goods have to be returned to our warehouse before we can proceed with the refund. In order to prepare the package for return, please follow the steps below:

1. Return request: Send an e-mail to [email protected], with the subject and description of your case. The e-mail must include:

• • • The original invoice number of the order you want to return.
    • A short statement informing that you want to return it.
    • Information on the packing material, whether it is original or custom. Please note that for Original Prusa XL, only original packing material can be used. 

2. Return label: Once we have processed your request, you will receive an email with further packing instructions, specific to your printer and packing material.

3. Packing the order: Follow the guide we sent via email on step 2, but do not close the package before taking pictures of it and having the pictures approved by us.

4. Return approved: Once the packing is approved by us, we will send an email with further instructions on how to contact the transporter and order the shipment pick-up.

5. Order returned: Once received, our team will inspect the returned products and contact you with more details on your return. 

Refund process for shipped orders

The returned product(s) will be checked for missing or damaged parts. Discrepancies could influence the refundable amount.

Once the refund process is completed on our side, you will receive the refund via the payment method you initially used (Credit card, PayPal, etc.). Be aware that money transfers can take up to 14 business days.

When we provide the shipping label/carrier

Only the initial shipping cost is refunded. We do not cover the cost of the return shipping. Since the shipping cost will be the same both ways, in practice this means that the cost of the return shipping is subtracted from the total amount you initially paid when ordering.

Example:

Item costs €200, and the shipping costs €20. Return label costs €20.

You will be refunded €200 (220-20).

Refund = Order Total - Return Label Cost

When you provide your own shipping label/carrier

If you provide a carrier and the shipping label for the return yourself, you will be refunded the full amount that you initially paid when ordering. If you provide your own shipping then this must be stated when you contact our customer support who will then make the claim. Additionally, you must provide us with a tracking number once shipped.

We request that you document and allow us to advise on the packing of the goods, but we take no responsibility for damaged or lost shipments. Unannounced returns to our facilities will cause serious delays in any potential refunds or replacements.