Returns & Warranty Policy
Last updated: August 2026
At The 3D Factory, we aim to provide reliable products and professional after-sales support. This Policy applies in accordance with applicable Cyprus and EU consumer legislation. Nothing in this Policy limits any mandatory statutory consumer rights.
Returns – Online Orders
Consumers purchasing online have the right to withdraw from an eligible purchase within 14 days of receiving the goods, without providing a reason.
To request a return, you must contact us at contact@the3dfactory.com.cy before returning the product.
The customer is responsible for the direct cost of returning the goods unless the product is defective, incorrect or otherwise required by law.
Products must be returned complete and securely packaged, including supplied accessories and components. Customers may inspect the product only to the extent reasonably necessary to determine its nature, characteristics and operation.
If a product has been used or handled beyond what is reasonably necessary and its value has been reduced, we reserve the right to deduct the corresponding reduction in value from the refund, as permitted by law.
Where applicable, refunds will include the cost of our standard delivery option. Additional costs for express or upgraded shipping are not refundable.
Products That Cannot Be Returned
The statutory right of withdrawal does not apply where an exemption under applicable law applies, including, where relevant:
- custom-made or personalised products;
- custom 3D-printed parts manufactured to customer specifications;
- certain sealed hygiene-sensitive products once opened;
- sealed software once opened; and
- other goods or services legally excluded from the right of withdrawal.
This does not affect your rights if the product is defective or non-conforming.
In-Store Purchases
There is no automatic change-of-mind return right for products purchased directly from our physical store.
Returns or exchanges of non-defective in-store purchases are therefore subject to approval by The 3D Factory.
Statutory rights relating to defective or non-conforming products remain unaffected.
Warranty
New goods sold to Consumers are covered by the applicable 2-year legal guarantee under Cyprus law.
If you believe a product is defective, please contact us before returning it. We may request the invoice/order number, serial number, photographs, videos, error messages, logs or other information necessary to diagnose the issue.
The product may need to be inspected by our technical team before a warranty claim is approved.
Where a valid lack of conformity is confirmed, repair, replacement, price reduction or refund will be provided as required by applicable law.
Where repair or replacement applies, it will be completed within the period required by Cyprus law, currently generally not exceeding 25 days from notification of the lack of conformity, unless an extension is expressly agreed with the Consumer.
Warranty Exclusions
Warranty coverage does not normally apply to problems caused by:
- accidental or physical damage;
- misuse or improper operation;
- incorrect installation or maintenance;
- unauthorised modifications or repairs where these caused the fault;
- incompatible accessories, materials or components where these caused the fault;
- electrical, environmental or external damage;
- normal wear and tear; or
- normal deterioration of consumable or wear components.
Consumable and wear components may include items such as nozzles, build surfaces, PTFE tubes, cutters, filters, wipers, belts and similar components.
These exclusions do not affect statutory rights where the product or component itself was defective or non-conforming.
Manufacturer Warranty
Some products may also include a manufacturer’s commercial warranty. Any manufacturer’s warranty is additional to, and does not replace, statutory Consumer rights.
The 3D Factory may assist with diagnosis and manufacturer warranty procedures depending on the relevant brand and product.
Business Customers
Consumer withdrawal and legal guarantee rights do not necessarily apply to purchases made by companies, organisations or individuals acting for business or professional purposes.
B2B purchases are subject to the terms stated in the quotation, invoice or sales agreement, any applicable manufacturer’s warranty, and applicable law.
Returns & Warranty Contact
Before sending any product back to us, please contact:
The 3D Factory
Email: contact@the3dfactory.com.cy
Website: the3dfactory.com.cy
Products returned without prior communication may require additional processing time.
The 3D Factory reserves the right to inspect returned products and verify the cause and nature of any reported fault before approving a warranty remedy, without prejudice to mandatory statutory consumer rights.