> For the complete documentation index, see [llms.txt](https://wiki.polymaker.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://wiki.polymaker.com/order-help/direct-to-consumer-sales/return-policy.md). # Return Policy At **Polymaker**, we stand behind every product we make — that’s the **Polymaker Guarantee**. Your satisfaction matters to us, and we’re committed to ensuring a positive experience with our materials from start to finish. If something isn’t right, we’ll make it right.This policy applies to purchases made on [**polymaker.com**](http://polymaker.com/) and is designed to comply with applicable consumer protection laws in the **United States, Canada, United Kingdom, and European Union.** *** ### 1. Return Eligibility (All Regions) To be eligible for a return: * Items must be **unused**, **unopened**, and in **original packaging** * Proof of purchase is required * Opened filament spools are **not eligible for return**, except where the product is defective, incorrect, or not in conformity with the contract If your item is damaged, defective, or not performing as expected, **do not return it**. Contact us first so we can resolve the issue under the Polymaker Guarantee. *** ### 2. Return Windows by Region |

Region

|

Return / Cancellation Window

| | -------------------------------------- | --------------------------------------------------------------------------- | |

United States

|

60 days from delivery

| |

Canada

|

30 days from delivery

| |

United Kingdom

|

14 days from delivery (statutory cooling‑off period)

| |

European Union

|

14 days from delivery (EU Consumer Rights Directive)

| **UK & EU customers:** You have a legal right to cancel your order within 14 days of delivery for any reason, provided the item is unused, unopened, and in resalable condition. *** ### 3. Return Shipping & Fees #### United States * Customer is responsible for return shipping unless the item is defective or incorrect * No restocking fees * Return shipping costs will be deducted from the refund amount #### Canada * Customer is responsible for return shipping unless the item is defective or incorrect * No restocking fees * Return shipping fees are paid directly to the carrier and are non‑refundable #### United Kingdom & European Union * Customer is responsible for return shipping unless the item is defective, incorrect, or not as described * No restocking fees * Original outbound shipping costs are refunded **only when required by applicable law** *** ### 4. How to Start a Return To request a return, email [**support@polymaker.com**](mailto:support@polymaker.com) with: * Order number * Reason for return Once approved: * You will receive return instructions and a return label (pre‑paid in the US; unpaid in CA, UK, and EU unless the item is defective) * Do **not** send items back without authorization — unauthorized returns will not be accepted **Return deadline:** Approved returns must be shipped within **14 days of return approval**. If the carrier does not scan the package within this period, the return request will be automatically canceled. *** ### 5. Damaged, Defective, or Incorrect Products (All Regions) We take product quality seriously — it’s part of the **Polymaker Guarantee**.If your order arrives damaged, defective, incorrect, or not in conformity with the contract: * Contact [**support@polymaker.com**](mailto:support@polymaker.com) promptly * Include: * Order number * Description of the issue * Print settings (if relevant) * Clear photo(s) of the affected spool(s), including the **batch number sticker** You **do not need to return defective items** unless instructed. Once verified, we will issue a **replacement or refund** in accordance with applicable law. *** ### 6. Exchanges We do not offer direct exchanges.To receive a different item, please return the eligible product (if applicable) and place a new order once your return has been accepted and refunded. *** ### 7. Refunds * Refunds are issued to the **original payment method** * You will be notified once your return has been inspected and approved * Refund processing times may vary depending on your bank or payment provider **UK & EU customers:** Refunds for canceled orders will be issued within **14 days** of receiving the returned goods or proof of return, as required by law. *** ### 8. Statutory Rights & Legal Compliance Nothing in this policy limits or excludes your statutory consumer rights under applicable law, including but not limited to: * **United States:** Federal Trade Commission (FTC) and state consumer protection laws * **Canada:** Provincial consumer protection legislation * **United Kingdom:** Consumer Rights Act 2015 and Consumer Contracts Regulations * **European Union:** EU Consumer Rights Directive and Sale of Goods Directive Where local law provides greater protection than this policy, **local law will prevail**. *** ### 9. Contact Information For all return, refund, or product quality questions:📧 [**support@polymaker.com**](mailto:support@polymaker.com) *** ### 10. Business Information (EU & UK Requirement) Polymaker LLC12515 Citypark Drive, Ste 300, Missouri City TX 77489Email: *** *This policy applies only to purchases made directly from* [*polymaker.com*](http://polymaker.com/)*. Marketplace orders (Amazon, resellers, distributors) are subject to the respective seller’s return and refund policies.* --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://wiki.polymaker.com/order-help/direct-to-consumer-sales/return-policy.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.