Returns & Disputes

1. Scope

This Returns & Disputes policy governs the relationship between Makr3D and sellers. It does not replace the statutory rights or buyer-facing terms that apply between you and your buyer.

2. The four roles

Most disputes involve four separate roles. Keeping them separate avoids confusion:

• Seller: you sell the product, set buyer terms, provide the listing, collect payment and manage buyer support.
• Buyer: your customer, who normally contacts you, not Makr3D.
• Makr3D: contract manufacturer, packer and, where we buy the label, shipper of record for the parcel.
• Carrier: postal or courier provider responsible for carriage under its own service terms.

3. Buyer returns

Buyer returns are managed by you under your own buyer-facing returns policy, marketplace terms and applicable consumer law. Your packing slip should show your support route and return instructions unless you choose a neutral Makr3D returns route. Makr3D does not automatically accept buyer returns into stock and does not promise resale, refurbishment or inspection of returned items unless separately agreed.

4. Production faults

A production fault is an issue caused by Makr3D manufacture, handling, QA or packing. Examples may include wrong colour, wrong material, missing quantity, severe print defect outside the Print Specification, incorrect part shipped, or damage caused by inadequate packing. If we confirm a production fault, we may remake, replace, refund the affected fulfilment charge, refund shipping where appropriate, issue account credit or agree another remedy.

5. What is not a production fault

The following are normally seller or buyer issues, not Makr3D faults:

• incorrect, incomplete, unlicensed or unsuitable files supplied by you;
• wrong material, colour, scale, quantity, SKU, address or option selected by you;
• buyer expectations that differ from your listing or photos;
• normal FDM layer lines, seams, support marks, tolerances and finish variation;
• breakage caused by unsuitable product design, misuse, assembly or installation;
• customs charges, failed delivery attempts, buyer refusal or unclaimed parcels;
• destination restrictions, marketplace holds or local import issues.

6. Carrier loss and damage

Where Makr3D buys the shipping label, Makr3D normally handles the carrier claim for parcels lost or damaged in transit. You must give us evidence promptly, including photos, buyer statements, packaging images, tracking references and marketplace messages where requested. Carrier claims are subject to carrier evidence rules, deadlines, compensation limits and service terms.

If you provide your own label or carrier account, you are normally responsible for the carrier claim unless we caused the issue before handover.

7. Address and delivery errors

You are responsible for accurate delivery data. If a parcel is delayed, lost, returned or charged because of an incorrect address, incomplete address, restricted destination, unavailable buyer, unpaid duties, failed delivery attempt or buyer refusal, any remake, redelivery or refund is normally chargeable to you unless Makr3D caused the error.

8. Evidence and time limits

Raise production faults, missing items, visible damage or wrong-item complaints as soon as reasonably possible, ideally within 7 days of delivery or expected delivery. Carrier claims and marketplace deadlines may be shorter. We may ask for photos, videos, measurements, packaging, buyer statements, return of the item, order references or listing screenshots before approving a remake or refund.

9. Remakes

Approved remakes are produced through the normal production workflow and may require updated files, changed settings, additional QA or a different shipping service. If a remake is caused by Makr3D, we cover the approved remake cost. If it is caused by seller or buyer error, we may quote and charge a new fulfilment and shipping cost.

10. Refunds and credits

Refunds or credits between Makr3D and the seller cover amounts paid to Makr3D, not the retail price you charged your buyer, marketplace fees, advertising costs, lost profit, goodwill gestures, chargebacks or penalties unless required by law or agreed in writing. Buyer refunds remain your responsibility as seller of record.

11. Safety issues and recalls

If you receive a safety complaint, injury allegation, regulatory notice or recall concern, notify Makr3D promptly. We may preserve records, suspend production, hold stock, request evidence, contact advisers, restrict future orders or cooperate with regulators where needed.

12. How to raise a dispute

Use the seller dashboard where available or email [email protected]. Include the Makr3D order reference, affected line item, buyer delivery country, photos, tracking, marketplace messages and the remedy you are requesting.