Refund policy
Last updated: 04/06/26
At Polymaker, we stand behind every product we make — that's the Polymaker Guarantee. Your satisfaction matters to us, and we're committed to ensuring a positive experience with our materials from start to finish. If something isn't right, we'll make it right.
This policy applies to purchases made on polymaker.com and is designed to comply with applicable consumer protection laws in the United States, Canada, United Kingdom, and European Union.
1. Return Eligibility (All Regions)
To be eligible for a return:
- Items must be unused, unopened, and in original packaging
- Proof of purchase is required
- Opened filament spools are not eligible for return, except where the product is defective, incorrect, or not in conformity with the contract
If your item is damaged, defective, or not performing as expected, do not return it. Contact us first so we can resolve the issue under the Polymaker Guarantee.
2. Return Windows by Region
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UK & EU customers: You have a legal right to return your order within 14 days of delivery for any reason, provided the item is unused, unopened, and in resalable condition.
3. Return Shipping & Fees
United States
- Customer is responsible for return shipping unless the item is defective or incorrect
- No restocking fees
- Return shipping costs will be deducted from the refund amount
Canada
- Customer is responsible for return shipping unless the item is defective or incorrect
- No restocking fees
- Return shipping fees are paid directly to the carrier and are non‑refundable
United Kingdom & European Union
- Customer is responsible for return shipping unless the item is defective, incorrect, or not as described
- No restocking fees
- Original outbound shipping costs are refunded only when required by applicable law
4. How to Start a Return
To request a return, email support@polymaker.com with:
- Order number
- Reason for return
Once approved:
- You will receive return instructions and a return label (pre‑paid in the US; unpaid in CA, UK, and EU unless the item is defective)
- Do not send items back without authorization — unauthorized returns will not be accepted
Return deadline: Approved returns must be shipped within 14 days of return approval. If the carrier does not scan the package within this period, the return request will be automatically canceled.
5. Damaged, Defective, or Incorrect Products (All Regions)
We take product quality seriously — it's part of the Polymaker Guarantee.
If your order arrives damaged, defective, incorrect, or not in conformity with the contract:
- Contact support@polymaker.com promptly
- Include:
- Order number
- Description of the issue
- Print settings (if relevant)
- Clear photo(s) of the affected spool(s), including the batch number sticker
You do not need to return defective items unless instructed. Once verified, we will issue a replacement or refund in accordance with applicable law.
6. Exchanges
We do not offer direct exchanges.
To receive a different item, please return the eligible product (if applicable) and place a new order once your return has been accepted and refunded.
7. Refunds
- Refunds are issued to the original payment method
- You will be notified once your return has been inspected and approved
- Refund processing times may vary depending on your bank or payment provider
UK & EU customers: Refunds for approved returns will be issued within 14 days of receiving the returned goods or proof of return, as required by law.
8. Statutory Rights & Legal Compliance
Nothing in this policy limits or excludes your statutory consumer rights under applicable law, including but not limited to:
- United States: Federal Trade Commission (FTC) and state consumer protection laws
- Canada: Provincial consumer protection legislation
- United Kingdom: Consumer Rights Act 2015 and Consumer Contracts Regulations
- European Union: EU Consumer Rights Directive and Sale of Goods Directive
Where local law provides greater protection than this policy, local law will prevail.
9. Contact Information
For all return, refund, or product quality questions:
10. Business Information (EU & UK Requirement)
Polymaker LLC
12515 Citypark Drive, Ste 300, Missouri City TX 77489
Email: support@polymaker.com
This policy applies only to purchases made directly from polymaker.com. Marketplace orders (Amazon, resellers, distributors) are subject to the respective seller's return and refund policies.