3D Nova follows the Law of Ukraine “On Consumer Protection”, which gives the customer the right to return or exchange a product of proper quality within 14 days of receiving it.
When a product can be returned
A product of proper quality is accepted back if all of the following apply:
- the product has not been used;
- its presentation and consumer properties are intact;
- the original packaging, seals and labelling are intact;
- proof of purchase is available (order number, payment document).
Please note: filament is supplied in a sealed vacuum bag. A spool with an opened or damaged bag counts as used and cannot be returned as a product of proper quality.
Faulty or damaged products
If you find a manufacturing defect or damage that occurred during delivery, the store will replace the product or refund it and will cover the shipping costs.
Damage caused in transit should be recorded immediately: unpack the parcel at the carrier’s branch and, if it is damaged, complete a report together with the carrier’s employee.
Shipping costs
When returning a product of proper quality (wrong colour, size or other characteristics), the customer pays the shipping. If the return is caused by a defect or by the store’s mistake, the store pays the shipping.
Processing and refund times
A request is reviewed within three business days of the store receiving the product. Once approved, the refund is issued within seven business days to the account the payment came from.
How to arrange a return
- Contact us through any of the channels on the Contact page.
- Give your order number and describe the reason for the return; add photos of the product and packaging if relevant.
- We will agree on the shipping method and confirm the address to send the product to.
- Once the product arrives and has been checked, we will confirm the decision and issue the refund.
Payment and delivery terms are described on the Delivery and payment page.