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Refunds & returns

Last updated 25 days ago
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In case you are not happy with a product, or you have changed your mind about it, you are eligible for a return within 60 days after delivery.

If you are struggling with the printer, filaments, or any of our products, do not hesitate to contact our Customer support team, which is always ready to help you out with any technical issue. 

Pending order - Before the order is shipped

You can cancel the order and request a refund at any time before the order has shipped. Click your name in the top-right corner to enter your order history (blue arrow). Click the order number or 'Edit Order' where you can make changes (green squares). In the upper-right corner, you will find 'Cancel order' (purple square). Confirm your choice and the order is canceled and a refund request will be sent to our system.

Once the refund process is completed on our side, you will receive the refund via the payment method you initially used (Credit card, PayPal, etc.). Be aware that money transfers can take up to 14 business days.

Be aware that if the order has been packed, even though if it is not showing as shipped, it may not be possible to cancel and stop the parcel from going out.

Edit your order

On bottom of the same page, you can also make changes to your order (add/remove products and edit addresses). If you add products, an option to make additional payments will appear under the total on the right.

Product list of your order. Here you can add/remove products (purple/orange square).

Shipped and/or delivered order

Opened spools of filament, and other sealed products, or consumables, which are opened and/or used, are not eligible for return!

If the order has already been shipped, you are eligible to return it without giving any reason within 60 days after delivery. If you are outside of this period, check out our article on Warranty returns for more information. 

Return process

Shipped goods have to be returned to our warehouse before we can proceed with the refund. In order to prepare the package for return, please follow the steps below:

  1. Return request: Send an e-mail to info@prusa3d.com, with the subject and description of your case. The e-mail must include:
      • The original invoice number of the order you want to return
      • A short statement informing that you want to return it.
  1. Return label: Once we have processed your request, you will receive an email with a shipping label and further instructions on how to contact the transporter. Don't proceed to the packing (point 3) before receiving the return label.
If you wish to use your own carrier/shipping method this is possible. However, you must provide us with a tracking number and we take no responsibility for damaged or lost cargo.
  1. Packing the order: If you are sending back a complete printer and do not have the original packing material please follow our separate guides for packing:
  1. Order returned: Once received, we will inspect the returned product and issue the refund after evaluation.

Refund process for shipped orders

The returned product(s) will be checked for missing or damaged parts. Discrepancies could influence the refundable amount.

Once the refund process is completed on our side, you will receive the refund via the payment method you initially used (Credit card, PayPal, etc.). Be aware that money transfers can take up to 14 business days.

When we provide the shipping label/carrier

Only the initial shipping cost is refunded. We do not cover the cost of the return shipping. Since the shipping cost will be the same both ways, in practice this means that the cost of the return shipping is subtracted from the total amount you initially paid when ordering.

Example:

Item costs €200, and the shipping costs €20. Return label costs €20.

You will be refunded €200 (220-20).

Refund = Order Total - Return Label Cost

Initial shipping can not be refunded for partial returns! In these cases, only the item value can be refunded, minus the shipping cost if we provided the return label.

When you provide your own shipping label/carrier

If you provide a carrier and the shipping label for the return yourself, you will be refunded the full amount that you initially paid when ordering. If you provide your own shipping then this must be stated when you contact our customer support who will then makes the claim. Additionally, you must provide us with a tracking number once shipped.

We request that you document and allow us to advise on the packing of the goods, but we take no responsibility for damaged or lost shipments. Unannounced returns to our facilities will cause serious delays of any potential refunds or replacements.

The refund reduction explained in this article only applies in the case of a normal (non-warranty) return. For warranty returns, please see Warranty. Furthermore, in case there was an error on our side regarding the shipped order (e.g. wrong color, missing part/s, etc.), all shipping costs are covered by us.
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