Return Policy
Return Policy
We want you to shop with confidence. This Return Policy explains how return requests, refunds, replacements, and order cancellations are handled for purchases made through the Entina online store.
This policy distinguishes between:
- Change-of-mind return requests submitted within 7 calendar days of delivery; and
- Product quality issue claims reported within 30 calendar days of delivery.
Please do not send any item back without prior written return instructions from our support team.
1. Order Cancellation
Cancellation by Customer
We accept cancellation requests for paid orders that have not yet been shipped.
- If an order is confirmed as not shipped, a full refund will be issued to the original payment method.
- If an order has already shipped, it cannot be cancelled. You may submit a return request after delivery in accordance with this policy.
Cancellation by Entina
Entina may cancel an order and issue a refund to the original payment method in circumstances including, but not limited to, suspected payment fraud, improper coupon use, purchase-limit violations, pricing errors, or product availability issues. We will notify you by email if your order is cancelled.
2. Change-of-Mind Return Requests — 7 Days
If your purchase is not the right fit, you may submit a change-of-mind return request within 7 calendar days of delivery.
Change-of-mind return requests are subject to the return requirements, resale conditions, applicable fees, and inspection process described below. Submission of a return request does not by itself guarantee approval.
3. Product Quality Issues — 30 Days
If your product arrives damaged, defective, or incorrect, or has a verified manufacturing defect, please contact us within 30 calendar days of delivery.
For eligible product quality issue claims, Entina will review the information provided and arrange the appropriate return, refund, replacement, repair, or other after-sales support as applicable.
To help us review a quality issue promptly, please provide your order number and clear photos, videos, or log files showing the issue.
4. Return Requirements and Resale Conditions
The unused-item, original-packaging, depreciation, and partial-refund provisions in this section apply primarily to change-of-mind returns. Verified product quality issues are reviewed separately under Section 3.
Original Packaging and Accessories
To be eligible for a return, the product must be returned with all included accessories and, where applicable, the original packaging and protective materials.
Unused Items
For a change-of-mind return, the item should be in its original, unopened, and unused condition to be eligible for a full refund, less any applicable fees.
Used Items and Depreciation
If a printer has been operated, including loading filament or performing a test print, the return may be rejected or may be subject to a depreciation fee of up to 20% of the original purchase price, unless a manufacturing defect is verified.
Partial Refunds and Deductions
If a returned item is used, damaged, missing parts, or not returned in resaleable condition, Entina may deduct an appropriate amount from the refund to reflect the loss in product value. We will notify you of any applicable deduction after inspection.
5. How to Initiate a Return or Quality Issue Claim
All requests must first be submitted to support@entina3d.com. Do not send any product to an address without prior confirmation from our support team. Unauthorized returns may be refused or delayed.
Please include the following information in your email:
- Original order number or invoice number;
- Product model and serial number, if applicable;
- Reason for the request; and
- For quality issue claims, clear photos, videos, screenshots, or log files showing the issue.
6. Shipping and Handling for Returns
Once a return is approved, our team will provide return instructions.
- Packaging: Please use the original box and protective packaging materials whenever possible to prevent damage during transit.
- Change-of-mind returns: Customers are responsible for return shipping costs and must provide a tracking number if arranging their own shipment.
- Quality issue claims: Return, replacement, or refund instructions will be provided after the claim is reviewed.
- Non-refundable charges: Original shipping fees, expedited shipping charges, return shipping costs, and non-recoverable payment processing fees may be non-refundable, except where otherwise required by applicable law or confirmed by Entina for an approved quality issue claim.
7. Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item, contact us within 30 calendar days of delivery. We may request supporting evidence before providing return, refund, replacement, or repair instructions.
A manufacturing defect means a functional failure that is verified by our technical team, such as failure to power on, internal hardware damage, or system failure despite proper setup and calibration. Issues caused by misuse, improper handling, unauthorized modification, or failure to follow product instructions are not treated as manufacturing defects.
8. Refund Processing
Once an approved return is received and inspected, we will notify you of the approval or rejection. We aim to process approved returns within 5 business days of receipt.
Approved refunds are issued to the original payment method. Depending on the payment provider, the refund may take 1–2 business days after processing to appear in your account, excluding holidays.
9. Free Shipping Promotion Notice
Free shipping promotions apply only to qualifying orders shipped to the contiguous United States. Alaska, Hawaii, U.S. territories, and other island destinations are excluded. Shipping availability and applicable charges are confirmed at checkout.
10. Contact Us
If you have questions about a return, refund, replacement, or product quality issue, please contact us at support@entina3d.com.