Returns & refunds
CUSTOM-MADE GOODS
Under Latvian and EU consumer protection law (Regulation implementing Directive 2011/83/EU, transposed via the Latvian Consumer Rights Protection Law), the 14-day right of withdrawal that normally applies to online purchases does NOT apply to goods made to the consumer's specifications or clearly personalised. Every item Materialis produces is 3D printed to order from a customer-supplied file, material, colour, and finish selection, and therefore falls within this exemption.
This means: once production has started, orders generally cannot be cancelled or returned for a refund, except as set out below.
CANCELLATION BEFORE PRODUCTION STARTS
You may cancel an order free of charge at any time before production begins (i.e. before you receive the "Order confirmed — production started" email). Contact info@materialis.lv referencing your order/job ID.
DEFECTS AND MANUFACTURING ERRORS
If your order arrives damaged, does not match the confirmed specification (material, colour, dimensions within stated tolerance, quantity), or has a manufacturing defect, contact us within 14 days of delivery at info@materialis.lv with:
- Your order/job ID
- Photos of the issue
- A description of the problem
We will, at our discretion: reprint the affected item(s) free of charge, or issue a full or partial refund.
DIMENSIONAL TOLERANCE
FDM 3D printing has inherent dimensional tolerance (typically ±0.2–0.5mm depending on geometry and material). Parts within standard tolerance are not considered defective.
SHIPPING DAMAGE
If a package arrives visibly damaged, please photograph the packaging before opening and notify us within 48 hours so we can file a claim with the carrier.
NON-RETURNABLE ITEMS
- Items where the fault is due to a file/specification error on the customer's side (wrong file uploaded, incorrect dimensions in the source model, etc.)
- Items that have been used, installed, or altered after delivery
HOW TO REQUEST A RETURN OR REPRINT
Email info@materialis.lv with your order/job ID. We aim to respond within 1 working day (per our standard quote response time).
CONTACT
SIA Materialis
Reg. No. 40203716394
Salamandras iela 1, Rīga, LV-1024, Latvia
info@materialis.lv · +371 29792152