Política de reembolso

Return and Refund Policy

We have a 30-day return and exchange policy for eligible standard products, which means you have 30 days after receiving your item to request a return or exchange.

This policy applies only to eligible standard products. Custom-made, personalized, made-to-order, or specially manufactured products are not eligible for return or exchange due to change of mind, unless they arrive defective, damaged, or incorrect.

To start a return, you can contact us at:

prime3design.store@gmail.com

Please note that returns must be sent to the following address:

Estivadas 30, Vilagarcía de Arousa 36611 (Pontevedra) España

Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return or refund question at:

prime3design.store@gmail.com

Eligibility for returns

To be eligible for a return, your item must be:

unused;
in the same condition that you received it;
in its original packaging;
complete, with all included accessories or parts;
accompanied by the receipt or proof of purchase.

We reserve the right to refuse a return if the item has been used, damaged, altered, assembled incorrectly, modified, or returned in a condition that prevents resale.

Standard products

Standard products are products available in our store without personalization or special manufacturing requirements.

Eligible standard products may be returned or exchanged within 30 days of delivery, provided that they meet the conditions described above.

Examples of standard products may include:

standard vinyl holders;
standard 3D printed accessories;
non-personalized decorative items;
catalogue products available in fixed designs, colors, or sizes.

Custom, personalized, and made-to-order products

Custom-made, personalized, or made-to-order products cannot be returned or exchanged due to change of mind.

This includes, but is not limited to:

products with a customer’s name, logo, initials, brand, or custom text;
products designed or modified specifically for a customer;
special color combinations requested by the customer;
business or corporate merchandise;
custom 3D printed keychains;
custom boxes, holders, accessories, or display pieces;
products manufactured as part of a special order or minimum quantity order.

Because these products are made specifically for the customer, they cannot be resold as standard inventory.

This does not affect your rights if the item arrives defective, damaged, incorrect, or does not match the approved order specifications.

Damages, defects, and order issues

Please inspect your order as soon as you receive it.

If your item is defective, damaged, or if you receive the wrong product, please contact us immediately at:

prime3design.store@gmail.com

Please include:

your order number;
a short description of the issue;
clear photos or videos of the product, packaging, and any visible damage.

Once we review the issue, we will offer an appropriate solution. Depending on the case, this may include:

replacement of the defective or incorrect item;
repair or correction, where possible;
partial refund;
full refund;
store credit, only if accepted by the customer.

If the issue is caused by a production error, shipping damage, or an incorrect item sent by us, we will cover the necessary return or replacement shipping costs.

Return shipping costs

For returns due to change of mind, incorrect size selection, personal preference, or any reason not related to a defect or error on our part, the customer is responsible for the return shipping costs.

Original shipping costs may not be refundable, except where required by applicable consumer law.

If the item is defective, damaged, or incorrect, and the issue is confirmed after review, we will cover the necessary return or replacement shipping costs.

Exchanges

We offer exchanges for eligible standard products within 30 days of delivery.

The fastest way to ensure you receive the product you want is to request a return for the original item. Once the return is accepted, you can make a separate purchase for the new item.

Exchanges are subject to product availability.

Custom-made, personalized, and made-to-order products cannot be exchanged due to change of mind, unless they arrive defective, damaged, incorrect, or do not match the approved order specifications.

European Union 14-day cooling-off period

If your order is shipped within the European Union, you have the legal right to cancel or return eligible standard products within 14 days of receiving your order, without giving any reason.

To be eligible, the product must be unused, in the same condition that you received it, and in its original packaging. You will also need the receipt or proof of purchase.

This legal right does not apply to certain products, including custom-made, personalized, or made-to-order products manufactured according to the customer’s specifications, except where the product is defective, damaged, incorrect, or does not match the agreed order.

This 14-day legal right does not limit our voluntary 30-day return policy for eligible standard products.

Refunds

We will notify you once we have received and inspected your return.

If your refund is approved, you will be automatically refunded to your original payment method within 10 business days.

Please remember that it can take additional time for your bank, card provider, or payment processor to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at:

prime3design.store@gmail.com

Store credit

For eligible returns within the legal withdrawal period, refunds will be issued to the original payment method, unless the customer expressly agrees to receive store credit instead.

For returns accepted as part of our voluntary 30-day return policy, outside the mandatory legal withdrawal period where applicable, we may offer a refund, exchange, or store credit depending on the case.

Store credit cannot be exchanged for cash unless required by applicable law.

Non-returnable items

The following items cannot be returned or exchanged due to change of mind:

custom-made products;
personalized products;
made-to-order products;
products manufactured according to customer specifications;
used, damaged, altered, or modified items;
digital products or downloadable files, if applicable;
gift cards;
sale or clearance items, where permitted by applicable law.

This does not affect your legal rights if an item is defective, damaged, incorrect, or not as described.

Incorrect address or failed delivery

The customer is responsible for providing a complete and correct shipping address at checkout.

If an order cannot be delivered due to an incorrect or incomplete address provided by the customer, or if the package is not collected within the carrier’s required timeframe, additional shipping costs may apply to resend the order.

We are not responsible for delays or failed deliveries caused by incorrect customer information.