When something turns out differently
The instant price comes from your file before a human has seen it. This page says what happens when it is wrong, or when we cannot deliver.
Most of the time the instant price is right and the part ships the next working day. This page is for the cases where it is not. In short: you get your money back in full, or you get a new offer you can accept or decline. We do not keep money for work we have not done, and we never raise a price unilaterally after the fact.
When the contract is concluded
This happens in two steps, and that is precisely why we can still decline after you have paid:
- You order and pay. That is a binding offer to us, and your payment is an advance payment towards it. The automatic email you receive immediately afterwards confirms receipt only - it is not yet a commitment from us.
- We check your file and decide. Within two working days we either confirm the order by email or start printing. At that point the contract is concluded and we are bound by it. If we decline, we refund the full amount without delay and no contract ever came into existence.
After the order confirmation we can no longer simply walk away. From that point only the grounds listed below apply, all of them outside our control - and even then you get your money back in full.
Three possible paths
- We cancel and refund in full. When we cannot deliver for a reason outside our control.
- We make you a new offer. When your file turns out to be something other than what the calculator could price. You decide. If you decline or do not answer within seven days, we cancel and refund in full.
- We name a new date. When it simply takes longer. If the date does not suit you, you cancel free of charge.
Every case at a glance
| Case | What we do | Outcome for you |
|---|---|---|
| Our production machine fails and we cannot get it running again in time | We contact you the same working day | New date, or cancellation with a full refund |
| The material or colour is unavailable from the manufacturer | We offer an equivalent alternative | Alternative, wait, or cancellation with a full refund |
| Force majeure: fire, water damage, prolonged power failure, strike, official measures | We contact you without delay | Cancellation with a full refund |
| High capacity utilisation from large orders or several series at once | We name a specific new date | You wait, or cancel free of charge |
| The file is not printable as supplied: holes, open edges, zero-thickness walls, intersecting bodies | Minor faults we repair free of charge. If more is needed we quote the work at €60 per started hour | You accept, or we cancel and refund in full |
| The file differs materially from what the calculator could price (hidden internal geometry, wrong units, rescaled afterwards) and the real price is more than 10 % higher | We make a new offer for the difference | You accept, or we cancel and refund in full |
| The real price is more than 10 % lower than the instant price | We refund the difference unasked | You pay less |
| The part is larger than the 330 × 320 × 320 mm build volume | We offer splitting and joining at a quoted price | You accept, or cancellation with a full refund |
| The part cannot be produced by FDM at all | We tell you and name a suitable process where possible | Cancellation with a full refund |
| The order is not legally permissible or falls under our exclusion list: weapons and weapon parts, safety-critical vehicle parts, infringement of third-party rights, counterfeits, unconstitutional symbols, depictions degrading human dignity, items for intimate use | We refuse the order | Cancellation with a full refund |
| An obvious price error in the calculator, noticed before printing starts | We contact you with the correct price | You accept, or cancellation with a full refund |
| The payment is reversed (direct debit return, chargeback) before we print | We pause the order and contact you | Pay again, or cancellation |
| You want to change material, colour, size or quantity after ordering | We recalculate and contact you | You accept the new offer, or we print as originally ordered |
| The delivery address is undeliverable or lies in a country we do not ship to | We contact you | New address (plus shipping if applicable) or cancellation |
| You do not answer a required decision within seven days | We send one reminder | After that, cancellation with a full refund |
Files that cannot be printed
We open every file in our slicer before printing. Minor faults – a few unclosed edges, inverted normals, tiny holes – are repaired automatically and free of charge; that is the normal case and you never notice it. If a file cannot be turned into a print job at all, we contact you with a description of the problem and a price for the repair: €60 per started hour, and the large majority are done within one hour. You can commission the repair, supply a corrected file, or cancel.
When the price deviates
The calculator works from the volume, surface area and height of your file. If the file contains something it cannot capture – solid internal geometry, a unit other than millimetres, a rescaling applied afterwards – the real effort can differ. We only come back to you at all beyond a deviation of 10 %; anything below that is at our expense, or to your benefit. Upwards you get a new offer for the difference, which you may accept or decline. Downwards we refund the difference without you having to ask.
Orders we do not accept
We are free to choose which orders we take on; there is no obligation to contract (§ 311(1) BGB). Excluded from production are:
- Anything unlawful: weapons and weapon parts, safety-critical vehicle and machine parts, symbols of unconstitutional organisations (§ 86a StGB), content inciting hatred (§ 130 StGB), pornographic depictions within the meaning of § 184 StGB, and anything contrary to public policy (§ 138 BGB).
- Depictions that violate human dignity (Art. 1(1) of the German Basic Law): motifs that degrade or dehumanise people or glorify violence against them, including corresponding depictions of bodies.
- Items for intimate use and other articles with prolonged mucous-membrane contact. This is not a matter of taste but of product safety: because of their layer structure, FDM prints are open-pored, cannot be reliably disinfected or sterilised, and are not controllable as a body-contact product under the German Product Safety Act. We do not take on that risk.
- Third-party rights: trade marks, designs, characters and templates you do not hold a licence for, and counterfeits.
These exclusions concern only the content of an order, never the person ordering. We refuse nobody on grounds of origin, sex, religion, disability, age or sexual identity. If we decline an order we tell you why and refund any amount already paid in full.
What you confirm
That the file is the one to be printed, that the dimensions in millimetres are correct, and that you hold the rights to it – your own design, or a model under a licence permitting printing by a service provider for your purpose. We check files for printability, not for third-party rights and not for fitness in use. Where information given to us was knowingly false, our statutory claims remain unaffected.
Your rights
Refunds are returned within 14 days by the same route you paid. Statutory warranty rights apply unchanged: if a part is defective or arrives damaged, we reprint free of charge. This page supplements our terms and the withdrawal notice and does not limit your statutory rights. Questions beforehand are welcome – contact us.