Refund policy

Damages and issues

We strive for the highest quality in every spool of filament we produce. Please inspect your order upon receipt and contact us immediately at store@re-poly3d.com if you receive an item that is defective, damaged, or incorrect. We are committed to evaluating your claim and making it right.

In accordance with the Singapore Consumer Protection (Fair Trading) Act, we stand firmly behind the manufacturing quality of our circular filaments. Please note that the return windows in the table below represent our operational timelines for reporting immediate shipping damages or initial, out-of-the-box functional failures.

Quality Guidelines

Nozzle Clogs: Nozzle clogs are generally the result of printer tuning, heat creep, environmental dust or improper purging when changing materials. If you believe your filament has a manufacturing contaminant, please contact us with a photo of a cold pull from your nozzle so we can verify the issue.

Tangles: User-induced cross-tangles caused by improper handling do not qualify as factory defects.

Environmental Degradation: As PLA is highly hygroscopic in tropical climates like Singapore with relative humidity consistently exceeding 70%, exposed PLA is known to absorb significant moisture and cause printing issues (bubbling or stringing) in as little as 7 days, and can experience severe structural hydrolysis (snapping easily) within 1 to 3 weeks of open-air exposure. Because this is an inherent characteristic of the material, statutory quality claims do not cover filament degradation, brittleness, or printing failures caused by improper storage, ambient environmental exposure, or lack of desiccant maintenance after the vacuum seal has been broken.

Extrusion Jams and In-House Verification

We want to ensure your time isn’t wasted by out-of-spec material. If you believe a print failure is genuinely caused by a dimensional defect or a factory winding kink:

1. Please provide clear photos or a short video of the failed print alongside the spool tag to help us diagnose the issue.

2. Because manual caliper measurements can vary based on user pressure and tool angles, we do not accept digital caliper photos as definitive proof of a defect.

3. Our Testing Process: To ensure complete transparency, our verification process requires a physical inspection. We pull a 10-meter sample from the affected section of the returned spool to test on our laser diameter gauge.

4. Test Outcomes & Shipping Costs:

1. If the filament fails our tests, a full refund or store credit will be issued, and Re-Poly3D will cover all shipping costs. 

2. If the filament passes our tests, the refund claim will be denied. If a spool passes our tests, we will gladly send it back to you, but you must cover the cost of both the initial return waybill and the new delivery waybill.

Requesting a Refund & Return

Because we aim to create a circular filament ecosystem, we want to ensure even the defective materials are recycled. If your spool fails to meet our functional standards, we offer a hassle-free return process:

1. Email Us: Send an email to store@re-poly3d.com with a brief description and a photo/video of the issue. For identification, please ensure the video or photo clearly shows the spool tag. (For vacuum seal claims, please photograph the bag unopened).

2. Pack Your Return: Put the filament back into its reusable vacuum seal bag and original packaging. Seal the box securely with tape.

3. Slap on the Waybill: We will generate a prepaid return waybill and mail it to you. Print it out, attach it securely to the box, and place the package outside your address on the arranged collection date. (Note: If the item passes our in-house testing as outlined above, you will be billed retroactively for this waybill).

If you have not received your refund after 15 business days, please let us know at store@re-poly3d.com. 

Note: Approved refunds are issued instantly as Re-Poly3D Store Credit, allowing you to easily grab a replacement spool. If you would prefer the refund to be routed back to your original payment method, please let us know in your initial email!