This policy covers two different things: refunds for print orders (handled by each Shop) and refunds for KTIZO 3D subscriptions (handled by us).
1. Print-order refunds (handled by the Shop)
When you order a print or product, you are buying from an independent Shop — not from KTIZO 3D. Each Shop sets its own refund and remake terms. Because 3D prints are typically made to order, refund eligibility commonly depends on the situation:
- Before printing starts: orders are often cancellable for a full refund.
- Defective or wrong prints: Shops generally remake or refund a print that doesn't match the agreed specification.
- Change of mind on a completed custom print: may be non-refundable, since custom items can't be resold.
Shop owners can issue full or partial refunds through the order page. Refunds are returned to your original payment method (via Stripe) where the order was paid online, or arranged directly for manually-paid orders. To request a refund, contact the Shop through the order's message thread.
2. KTIZO 3D subscription refunds (handled by us)
Shop owners pay KTIZO 3D a subscription fee for the software. Subscriptions:
- Are billed in advance for each billing period and renew automatically until cancelled.
- Can be cancelled at any time; cancellation stops future renewals and takes effect at the end of the current period.
- Are generally non-refundable for the current period unless required by law, but we may, at our discretion, provide a prorated refund or credit for good-faith cases — contact [email protected].
3. Platform fees
Where KTIZO 3D charges a platform fee on processed payments, that fee follows the underlying order: if an order is fully refunded, associated platform fees are reversed as applicable.
4. How to get help
For print orders, use the order's message thread to reach the Shop. For subscription or billing questions, contact [email protected].