Refund policy
Last updated: September 27, 2026
We stand behind every Polymaker filament. If you change your mind or experience a verified product issue, the following policy explains how we will help.
Policy at a Glance
| Situation | Request deadline | Product condition | Customer cost | Available resolution |
| Change of mind, ordered the wrong filament, or no longer needed | 40 days from delivery | Unused, unopened and in original packaging | USD $4 per returned spool or refill unit, or the local-currency equivalent | Refund or exchange |
| Damaged, incorrect, defective or not as described | 40 days from delivery | Opened or unopened | No cost | Replacement or refund |
The 40-day period begins on the date the carrier marks the applicable item as delivered.
1. Where This Policy Applies
This policy applies to filament purchased directly from shop.polymaker.com or through official Polymaker Amazon stores.
As of the date above, these countries are:
- North America: United States and Canada
- Europe: Belgium, Czechia, France, Germany, Italy, the Netherlands, Poland, Spain
- United Kingdom
The same 40-day commercial return and quality-guarantee periods apply in every country listed above. If Polymaker adds another country to its Country/Region selector, this policy will also apply there unless different terms are displayed at checkout or required by local law.
If a country cannot be selected at checkout, Polymaker does not currently sell to that country through this online store.
Orders purchased through Amazon, another marketplace, reseller or distributor are handled under that seller’s return policy. Polymaker may still assist with product troubleshooting.
This 40-day guarantee is specifically for filament. PolyDryer and other hardware or accessories remain subject to their applicable product-specific return and warranty terms.
2. Unopened Filament Returns and Exchanges
You may request a return or exchange within 40 days after delivery when:
- The filament is unused and unopened;
- The original packaging, labels and batch information remain intact; and
- You provide proof of purchase from shop.polymaker.com.
A single USD $4 return service fee per returned spool or refill unit, or the local-currency equivalent, will be deducted from the refund or collected before an exchange is processed.
This fee includes:
- A prepaid return label;
- Receiving and inspection; and
- Return-to-inventory handling.
Original outbound shipping charges are normally non-refundable for voluntary returns, except where required by law.
Exchanges are subject to product availability. Any price difference and any outbound shipping charge for the replacement order will be communicated before the exchange is completed.
Once a return is authorized, it must be handed to the carrier within 14 days. Please do not send products back without authorization.
3. 40-Day Filament Quality Guarantee
Opened and unopened filament is covered for 40 days after delivery if it is:
- Damaged during delivery;
- Incorrectly supplied or labeled;
- Materially different from its product description; or
- Affected by a verified manufacturing or material defect.
To help us assess the issue, contact Polymaker with:
- Your order number;
- A description of the problem;
- Clear photographs or video of the affected filament and packaging; and
- Relevant print settings.
We may also ask you to complete reasonable troubleshooting steps so that we can distinguish a product defect from a printer, settings or application issue.
For an approved quality claim:
No USD $4 fee applies;
- Polymaker pays any required return shipping;
- You normally do not need to return the affected filament unless instructed; and
- You may receive a replacement or refund for the affected product, subject to availability and applicable law.
Please retain the filament and its packaging until the claim has been resolved.
4. What Is Not Considered a Filament Quality Issue
The quality guarantee does not normally cover:
- A change of mind after the filament has been opened;
- Selecting the wrong material, diameter or color;
- Printer incompatibility when the product was accurately described;
- Printing outside Polymaker’s published recommendations;
- Problems caused by incorrect storage, moisture exposure, misuse or modification;
- Normal variations in color, finish or appearance between production batches; or
- Damage occurring after delivery that was not caused by a product defect.
These exclusions do not affect any rights provided by applicable consumer law.
5. How to Request Help
Contact us through the store chat or email support@polymaker.com. Please include your order number and whether you are requesting a return, exchange, replacement or refund.
Do not return an item until Polymaker has provided authorization and return instructions.
If an order has not entered fulfillment, contact us immediately to request a cancellation or change. We cannot guarantee cancellation after an order has been submitted. Once an order has shipped, the applicable return rules above will apply.
Delayed, lost or “delivered but not received” shipments are handled under our Shipping Policy.
6. Refunds, Discounts, and Legal Rights
Approved refunds are issued to the original payment method.
For an unopened voluntary return, the refund is normally issued after the returned product has been received and inspected, less the applicable USD $4 per-unit return service fee and any non-refundable original shipping charge.
For an approved quality claim that does not require a return, the refund or replacement may be processed after the claim is verified. Processing time shown by your bank or payment provider may vary.
If only part of a discounted bundle or promotion is returned, the refund may be recalculated based on the price and promotion that would have applied to the items kept.
This 40-day policy is an additional commercial benefit and does not limit statutory consumer rights. In particular, eligible customers in the European Union and United Kingdom may also have a separate statutory right to cancel an online purchase, generally within 14 days after delivery. Statutory rules concerning product handling, return costs, original shipping charges, and refund timing continue to apply.
Where local law provides greater protection than this policy, local law prevails.
Polymaker LLC 12515 Citypark Drive, Suite 300 Missouri City, TX 77489, USA support@polymaker.com