Returns & complaints
Your rights when buying from 3D Models Shop.
Right of withdrawal for physical goods
Under the Bulgarian Consumer Protection Act (CPA), you have the right to withdraw from the purchase of a physical product within 14 calendar days from the date you received it, without giving a reason and without any penalty.
Conditions for return
- The product must be in its original condition, without any signs of use, and in its original packaging where possible.
- The shipping costs for returning the product are borne by the customer, unless the product is defective or we shipped the wrong item.
- Products that are made to order or specifically personalized for the customer (for example items with a customer-selected paint job, size or filament color that are not part of the standard catalog) are not eligible for return.
Refund
After receiving and inspecting the returned product we will refund the amount paid using the same payment method as the original transaction, within 14 days from the date we receive the product back.
Digital content (STL files)
Under art. 57(13) of the CPA, the right of withdrawal does not apply to the supply of digital content not delivered on a tangible medium when performance has begun with your express consent and acknowledgment that you thereby lose your right of withdrawal.
In practice this means that once an STL file has been downloaded it cannot be returned or refunded. Please review the model's description and images carefully before purchase.
Complaints for defective or damaged products
If you receive a physical product with a manufacturing defect, transport damage or a mismatch with the description, you have the right to file a complaint.
Procedure
- Contact us by email within 14 days of receipt, describing the issue and including photos of the defect.
- We will reply within 3 business days with instructions for the next steps.
- For a justified complaint we will offer — at your choice — replacement with a new product, repair, or a refund. Shipping costs in this case are on us.
Withdrawal form
For your convenience you may use the standard withdrawal form under annex No. 6 to art. 47(1)(8) of the CPA. Using it is not mandatory — an unambiguous statement by email that you are withdrawing from the contract is enough.