Purchase Protection

1. What's covered

• Not received: the order hasn't arrived 7 days after the latest estimated delivery date shown on your order.
• Arrived damaged: broken in transit, or a print that's cracked, snapped or failed.
• Significantly not as described: the wrong item, a different material, colour or size than listed, or missing parts.
• Digital files: the file is broken or won't open, or it's materially different from the listing. Report it within 30 days of purchase.

2. How to get help

• Message the shop from My orders first. Most problems are solved here — a reprint, a replacement or a refund.
• If it isn't sorted within 48 hours, choose "Ask Filagora for help" on the order.
• We review the order: tracking, messages and photos from both sides. Photos of the item and the packaging help us decide fast.
• If your case is covered, we refund you through your original payment method, including shipping. If an item isn't as described, we may ask you to send it back first — at the shop's cost.

3. Time limits

Open a case within 30 days of delivery — or, if the order never arrived, within 30 days of the latest estimated delivery date. Digital files: within 30 days of purchase.

4. What's not covered

• Changing your mind — unless the shop's returns policy (on its About tab) allows it, or you have a legal right to cancel (see below).
• Personalised or custom items made exactly as you ordered them — including the name or text spelled as you typed it.
• Normal 3D-print characteristics: visible layer lines and small variations between prints or on different screens.
• Damage from misuse, heat (PLA softens in a hot car) or using an item for something it wasn't sold for.
• Delays or charges at customs, import duties you chose to pay on delivery, or an address you entered wrongly.
• A file that works but doesn't print well with your printer, material or settings.
• Anything bought or paid for outside Filagora.

5. Seller protection

Shops are protected too. A "not received" case is closed in the shop's favour when tracking shows delivery to the address you gave. And when a shop shipped within its processing time with valid tracking and replied to you within 48 hours, a refund we approve for a lost or transit-damaged parcel comes from Filagora — not from the shop's earnings — up to US$250 per order (damage claims: once per shop per calendar year).

6. Your right to cancel in the EU and UK

If you live in the EU or UK and buy from a business seller, you can usually cancel within 14 days of delivery without giving a reason. Tell the shop through My orders, send the item back within 14 days, and you'll be refunded within 14 days of cancelling (the shop can wait until the item is back). Unless the shop says otherwise, you pay return shipping.

This right doesn't apply to personalised items made to your specification, or to digital files once you've started the download. It's on top of Purchase Protection, and nothing here limits your other legal rights as a consumer.

7. Card disputes

Please ask us for help before opening a chargeback with your bank — it's usually faster. If you do open one, the bank's decision replaces ours and we close the Filagora case. Questions about a purchase: support@filagora.com.