Returns and complaints

The most important point

Consumers generally have 14 days to withdraw from a distance purchase. The exception in Article L.221-28(3) of the French Consumer Code applies only to goods made to their specifications or clearly personalised. Made-to-order production alone does not exclude that right. Any applicable exception is stated before ordering and does not remove statutory guarantees.

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

Please report a defect promptly to support@sansil3d.fr with the order reference and, if possible, photographs. Reporting within 14 days helps processing but does not limit statutory rights or their time limits. Consumers benefit from the French statutory conformity guarantee for two years from delivery, subject to the legal conditions.

Who covers what

We assess the defect against the accepted quotation, approved file and intended use communicated to us. Incorrect supplied data may require a revised quotation; no chargeable remake starts without agreement. Approval of a file does not remove our statutory conformity, information or advice obligations.

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

If the parcel is damaged, record detailed reservations at delivery where possible and contact us promptly with photographs. Missing reservations or reporting after 48 hours does not remove your statutory rights against the seller.