Returns and complaints

The most important point

Our parts are made to your dimensions, in the material and colour you chose. They cannot be put back on sale.

That is why the 14-day right of withdrawal does not apply, under article L.221-28 3° of the French Consumer Code, which excludes goods made to the consumer's specifications or clearly personalised.

This exclusion takes nothing away from your statutory guarantees: a non-conforming or defective part remains covered, as set out below.

Cancelling before production starts

As long as printing has not begun, cancellation is free and takes a simple email. We always confirm when a job goes into production: until that message has gone out, nothing is committed.

Reporting a non-conformity

You have 14 days from delivery. Write to support.sansil3d@gmail.com stating the order reference and what is wrong, with photographs of the part — ideally alongside a ruler for dimensional issues.

We reply within 48 working hours with a solution.

Who covers what

The mistake is ours — wrong material, wrong colour, dimension outside the stated tolerance, print defect: the part is remade at no charge, shipping both ways included.

The mistake comes from the file or the dimensions supplied: we look for the most economical solution with you, and a quotation for the rework is issued before anything is remade. Nothing restarts without your agreement.

The part conforms but does not suit the use: it cannot be taken back, but we look at what can be adjusted — a different material, a different print orientation, a different infill.

Statutory guarantees

As a consumer you benefit from the statutory guarantee of conformity (articles L.217-3 et seq. of the French Consumer Code, two years from delivery) and the guarantee against hidden defects (articles 1641 et seq. of the French Civil Code, two years from discovery of the defect).

These guarantees apply independently of any commercial procedure described on this page.

Parcel damaged on delivery

Write precise reservations on the carrier's delivery note at the moment of handover, then tell us within 48 hours with photographs of the parcel and its contents. Without a written reservation, any claim against the carrier becomes very difficult.