Complaints, cancellation and withdrawal

1. Choose the right route

A complaint concerns non-conformity, such as an unagreed dimension, material, quantity, damage or missing function. Cancellation asks us to stop before production. Statutory withdrawal is a consumer right, but it often does not apply to a custom print.

Contact [email protected] or use the in-app channel. Include the order number, issue and requested outcome. Photos and measurements help but are not a condition for a valid complaint.

2. Consumer complaints

A consumer may request repair or replacement; for 3D printing this may mean correction or reproduction to the agreed specification. Price reduction or withdrawal is available in the cases specified by law.

Consumer complaints are answered within 14 days. Missing our preferred form, a suggested reporting deadline or a carrier damage report does not remove statutory rights.

3. Custom prints and the 14-day withdrawal right

Withdrawal does not apply to a non-prefabricated good made to the consumer’s specifications or clearly personalised needs. A print made from a submitted Model, dimensions, material, colour or individual settings may fall within this exception.

The exception does not remove complaint rights. A non-personalised standard item is generally subject to the 14-day rule unless another statutory exception applies.

4. Voluntary cancellation before production

Contact us immediately if production has not started. We will confirm whether the order can be stopped and whether agreed preparation costs have arisen. A cancellation request is not treated as a waiver of consumer rights.

5. How to withdraw where the right applies

Send an unequivocal statement within 14 days to [email protected] or the registered address. The model below is optional. An electronic statement will be acknowledged.

Return the item without undue delay and within 14 days of the statement to an address agreed with support. The consumer bears direct return costs unless the Company agreed otherwise or failed to provide the required information.

6. Model withdrawal form

Addressee: SKYSYSNET sp. z o.o. — TacPrint, ul. Krakusa 24/2, 30-530 Kraków, Poland, [email protected].

I/We hereby give notice that I/We withdraw from the contract for the sale of the following goods / provision of the following service: [description]. Order number: [number]. Contract / delivery date: [date]. Consumer name: [details]. Consumer address: [address]. Refund account only if needed and the original payment method cannot be used: [optional]. Date and signature — signature only for a paper form.

7. Refund and help

Where withdrawal is effective, payments including the least expensive ordinary delivery offered at purchase are refunded within 14 days of the statement. Where lawful, the refund may be withheld until the item or proof of return is received.

Before returning an item, contact [email protected] or +48 880 477 136. Consumer ombudsmen, the Trade Inspection and UOKiK provide information on out-of-court assistance.