At Artisan3D Malaysia (https://artisan3d.xyz/), we are committed to delivering high-quality 3D printer filaments, accessories, and related products. This Return & Refund Policy establishes the terms under which products may be returned, exchanged, or refunded. By purchasing from our website, you agree to comply with the following terms.
- Returns for Defective or Damaged Products
We take product quality seriously. If you receive a defective, damaged, or incorrect item, please notify us immediately within 7 days of delivery by calling +60 11-5428 9226. To be eligible for a return, products must be in their original condition, including all packaging, labels, accessories, and documentation.
Returned products will undergo inspection upon receipt to ensure that they have not been mishandled, used, or opened in a way that compromises product integrity. Items returned without their original packaging, or those that show signs of use or damage caused by the customer, will not be accepted.
Buyers are responsible for the return shipping costs unless the product is defective or damaged. A tracking number must be provided for all returns, both for proof of dispatch and for monitoring the parcel. Customers are welcome to walk in and return items directly at our store. In such cases, inspections will be conducted on the spot, and replacements, exchanges, or store credit will be provided immediately, subject to availability.
- Refunds
Refunds will be issued exclusively to the original purchaser and will only be processed upon presentation of the official receipt issued by Artisan3D Malaysia. Any refunds processed shall be refund via the original payment method purchased. Refunds will be completed within 7 working days of receiving the returned product but no later than 15 calendar days.
Please note that shipping fees are non-refundable, except in cases where the product was delivered damaged or defective. Customers must notify us of such issues on the day of delivery to qualify for a shipping fee refund.
- Non-Returnable Products
Due to the nature of certain 3D printing products and consumables, some items cannot be returned for safety, hygiene, or functional reasons. Non-returnable items include, but are not limited to:
• Opened or unsealed filaments or resins
• Used nozzles, heat breaks, print beds, or other consumable printer components
• Opened adhesives, grease, or cleaning solutions
• All types of tapes and consumables that may be affected by environmental conditions
• International orders: import duties, taxes, VAT, and shipping charges are non-refundable
Customers are advised to inspect products upon delivery to ensure they meet expectations before use.
- Order Cancellations
Orders may be cancelled at any time prior to processing. Because orders are usually processed the same day they are placed, cancellations must be communicated immediately. To request a cancellation, email sales@artisan3d.xyz or call/WhatsApp +60 11-5428 9226.
- Withdrawal After Dispatch
If an order has already been shipped, customers may still request a withdrawal within 7 working days of receipt. Email or call/WhatsApp us to initiate the process. Please note that all shipping and handling costs are non-refundable.
- Conditions for Refusal of Refund or Replacement
We reserve the right to deny a refund or replacement if returned products:
• Show evidence of improper use or handling
• Are missing original packaging or accessories
• Are damaged after delivery due to misuse, environmental exposure, or improper storage
• Have been altered or modified in any way
This policy does not affect your statutory rights under Malaysian law.
- Special Notes for Filaments and Consumables
3D filaments and resins are sensitive to moisture, temperature, and environmental conditions. Customers must store these products according to manufacturer guidelines. Returns for filaments, resins, or other consumables that have been improperly stored or exposed to adverse conditions will not be accepted.
