Refund Policy
Last updated: September 24, 2026
At Eksaria, we strive for customer satisfaction. This policy outlines when refunds are available and how to request them.
Please contact us within 7 days of receiving an order for prompt help with quality or delivery issues. This is a service request period, not a deadline for your statutory rights. Your rights concerning faulty or non-conforming goods under applicable law remain unaffected. The separate statutory 14-day right of withdrawal is described in our Terms of Service; an exception may apply to goods made to your specifications or clearly personalized.
Eligible for Refunds
- Printing Errors: If we make an error during printing (wrong material, color, or significant defects)
- Shipping Damage: If your order arrives damaged due to shipping
- Processing Delays: If we cannot fulfill your order within the promised timeframe
- File Issues: If we cannot process your file due to technical issues on our end
- Printability cancellation: If we cancel an order before production because the model geometry is too difficult or impractical to print reliably. We will notify you by email and refund the amount paid, including shipping, within 14 days of that notice.
Situations where refunds may not be available under this policy
- Custom & Personalized Goods: Under EU law, the 14-day right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalized. 3D printed items made from your specific files and settings may fall under this exception regardless of whether production has begun.
- Design flaws in your 3D model
- Incorrect print settings chosen by you
- Minor cosmetic imperfections that don't affect functionality
- Orders cancelled after printing has begun
- Incorrect shipping address provided by you
How to Request a Refund
- For prompt help, please contact us, ideally within 7 days of receiving your order
- Provide your order number and detailed description of the issue
- Include photos if applicable (for damaged items)
- We will review your request within 2 business days
Refund Processing
Approved refunds for quality or delivery issues are typically processed within 5-10 business days and returned to your original payment method. If we cancel an order before printing because it cannot be produced reliably, we refund the amount paid, including shipping, within 14 days of our cancellation notice. Shipping costs are otherwise non-refundable unless the error was on our part.
Coupons and Discounts
If an order used a coupon code, a refund is calculated on the amount actually paid. Coupon codes are single-use after a successful payment and are not restored automatically when an order is refunded, unless we decide otherwise in writing for a specific case.