Refund policy

Returns, withdrawal and non-conformity — SOL

Updated: 25 September 2026. Consumer policy. Seller and return address: XEOTYPE S.R.L., 185 Dragoș Vodă Street, Sighetu Marmației, Maramureș, Romania, 435500. Contact: contact@xeotype.com; +40 743 419 535.

Standard and personalised goods

Our products are 3D printed. Manufacturing a standard catalogue item after an order is placed does not remove the right of withdrawal. Choosing preset catalogue options is not automatically legal personalisation. Goods made to individual consumer specifications or clearly personalised, such as a name, unique design or individual dimensions, are exempt from change-of-mind withdrawal under Article 16(c) of Romanian Emergency Ordinance 34/2014 where the legal conditions are met. We disclose the exception before the order. Statutory conformity rights remain unaffected.

14-day withdrawal

For eligible goods, notify us of your decision without giving a reason within 14 days of receipt, by an unequivocal statement sent to our postal or email address above. For goods in one order delivered separately, the period runs from receipt of the last item as provided by law. Sending the notice before the deadline is sufficient; prior approval is not required. Send the goods back within 14 days of notifying us.

You bear the direct return cost only where you were informed before ordering; otherwise the seller's statutory obligations apply. Statutory remedies for non-conformity are free of charge. Original packaging is not mandatory; please package goods safely for transit. You are liable only for diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, under the law.

We reimburse payments, including standard outbound delivery, within 14 days of notice. Extra costs for a more expensive delivery option you selected are not reimbursed. We may withhold reimbursement until receipt of the goods or evidence of dispatch, whichever is earlier, subject to statutory exceptions. We use the original payment method unless you expressly agree otherwise, without reimbursement fees.

Optional withdrawal notice

To XEOTYPE S.R.L., using our postal or email address above: “I hereby withdraw from the contract for these goods: […]. Ordered on […], received on […]. Consumer name: […]. Address: […]. Order number, if available: […]. Date: […]. Signature, for paper notices only: […].” Any other unequivocal statement is also accepted.

Conformity rights and complaints

We are liable for non-conformities existing on delivery and identified within two years under Romanian Emergency Ordinance 140/2021. The statutory first-year presumption and hidden-defect rights remain applicable. This protection includes more than manufacturing defects, such as goods differing from agreed specifications or unfit for their promised use.

Subject to statutory conditions, remedies include free repair or replacement, price reduction or termination. Repair/replacement must take place without significant inconvenience, within a reasonable period agreed in writing not exceeding 15 calendar days from notification. Non-conformity identified within 30 days of delivery carries the statutory right to replacement.

Contact us with the issue and order details. Photos can help, but an unboxing video is not required. No 24/48-hour complaint deadline overrides your legal rights. Stop using a potentially unsafe product and contact us.

3D printing and use

Disclosed layer lines and process marks may form part of the finish; they do not excuse cracks, dangerous edges, detached pieces or substantial departures from the promised product. Damage subsequently caused by overheating, prohibited exposure, impact, overloading, incompatible chemicals or modifications falls outside seller-attributable non-conformity only where causally established and subject to statutory evidence rules. Inadequate instructions or a use promised by SOL cannot be relied upon against the consumer.

You may contact ANPC and consult the SAL alternative dispute resolution platform. Contacting us does not restrict access to authorities or competent courts. Mandatory consumer rights are not limited by this policy.