Treatstock allows the Customer to cancel their order and return money in full before the manufacturing process has started. After the manufacturing process has started, the Customer may not cancel their Order.
Since the product is custom made, we will refund the money only in the case of fault or defect of the Product; or in case of non-delivery of the Product within a reasonable time where delivery is part of the order, that is not in case pick-up. Our quality policies for 3D printing and CNC machining constitutes whether a product is found to be faulty or defective.
Treatstock reserves the rights to delay payment to the Author and the Manufacturer until the Customer confirms an acceptable quality of the Product.
If the Customer has not registered a complaint with Treatstock within 7 days after the Product has been confirmed as delivered for orders placed directly on the website or through the widget, or within 21 days after the Product has been confirmed as delivered for orders from Thingiverse, Treatstock assumes that the quality of the Product is acceptable. The customer can no longer open a dispute after the aforementioned time periods have elapsed.
After receiving the Product and prior to using it, the Customer must ensure its quality, in case the quality does not satisfy set requirements. The User must immediately let us know and attach photos of the Product and original packaging. Treatstock will not refund any payments for Products that have been used. The User shall be ready to return the Product together with original packaging if we ask to do so. The Customer is responsible for returning the Product, including any shipping costs.
Upon the receipt of a complaint from the Customer, Treatstock may terminate the Order and refund money to the Customer at its sole discretion. Alternatively, Treatstock may request the Manufacturer to manufacture and deliver the Product once more at their own cost or use another solution to resolve the problem. When an official dispute has been opened by the customer for an order, Treatstock will have access to, and be given consent to, read the dialogue for the order in dispute between the customer and the manufacturer to help find a resolution for the dispute.
Treatstock reserves the rights to seek indemnification for damages from any party who violated this agreement.
Treatstock is not responsible for any broken or unprintable files that are ordered for print through affiliate websites, and for unpublished files that have not been checked by our moderation team. Once a Manufacturer begins production of broken or non-manufacturable files and/or components, the customer can no longer request a refund.