Returns & Complaints Policy

Last updated: March 2026

Printara s.r.o. operates a marketplace where independent sellers offer digital 3D files and custom-manufactured physical products. This policy outlines the rules for returns, refunds, and complaint resolution in accordance with Slovak law and EU consumer protection regulations.

1. Digital Products (3D Files)

Digital 3D files are delivered electronically. By completing the purchase and initiating the download, the buyer expressly consents to the delivery of digital content before the expiry of the 14-day withdrawal period and acknowledges that the right of withdrawal is waived at that point.

As a result, downloaded digital files are generally non-refundable.

Exception

If a digital file is corrupted, incomplete, or does not match the description provided on the product listing, the buyer may request a replacement file or a full refund within 14 days of purchase. To make a claim, contact us at hello@printara.co with your order number and a description of the issue.

2. Physical Products (Print & Paint Orders)

Physical products sold on Printara are custom-made to order (3D printed and/or hand-painted based on the buyer's selection). Under EU Directive 2011/83/EU, Article 16(c), custom-made goods are exempt from the standard 14-day right of withdrawal.

Quality Complaints (Warranty)

Buyers are entitled to a 24-month warranty for defects in physical products, in accordance with Slovak Civil Code provisions on liability for defects. A defect includes:

• Visible manufacturing errors (layer shifts, missing parts, broken elements)
• Significant deviation from the product listing description or images
• Paint defects or finishing issues that were not disclosed

How to File a Complaint

1. Contact us at hello@printara.co within the warranty period.
2. Include your order number and photographs clearly showing the defect.
3. We will acknowledge your complaint and forward it to the seller within 3 business days.

Resolution

The complaint will be resolved within 30 days from the date it is received, as required by Slovak law. The available remedies are:

• Repair — The seller sends a corrected or repaired product.
• Replacement — The seller produces and ships a new item.
• Partial refund — A proportional discount if the defect is minor and the buyer agrees to keep the product.
• Full refund — If the defect cannot be repaired or replaced within a reasonable timeframe.

3. Damaged in Shipping

If your order arrives damaged due to shipping, you must report the issue within 3 days of delivery. Please send the following to hello@printara.co:

• Your order number
• Photographs of the damaged packaging and product
• A brief description of the damage

The seller is responsible for ensuring that products are properly packaged to withstand standard shipping conditions. Shipping damage claims will be resolved in coordination with the seller and the shipping carrier.

4. Dispute Resolution

We aim to resolve all complaints directly. If you are not satisfied with the outcome, you have the following options:

Slovak Trade Inspection (SOI)

You may file a complaint with the Slovak Trade Inspection authority:

Slovenska obchodna inspekcia (SOI)
Prievozska 32, 827 99 Bratislava
www.soi.sk

EU Online Dispute Resolution (ODR)

As an EU-based platform, we provide access to the European Commission's Online Dispute Resolution platform for consumers who wish to resolve disputes online:

https://ec.europa.eu/consumers/odr

5. Seller Disputes

Disputes between buyers and sellers are handled through the platform's messaging system. If the parties cannot reach an agreement, Printara will mediate and may make a binding decision based on the evidence provided by both parties, the product listing, and applicable policies.

6. Contact

For all returns, complaints, and dispute inquiries, please contact us at:

hello@printara.co