Refund policy

This page explains how I usually handle returns, refunds and replacements for Pixqon physical products and digital STL files. I am just one person running this studio, so I prefer to be clear and fair from the start.

Quick summary

  • 3D printed products are made to order, so I usually do not accept returns for change of mind or wrong size choice.
  • If something arrives damaged, defective or incorrect, I will repair, replace or refund it after a quick check.
  • Digital products like STL files are non refundable once downloaded, unless the file is clearly broken or I have obviously sent the wrong thing.

If you are not sure whether your situation fits this policy, email me with your order number and photos and I will do my best to help.

Contact: hi@pixqon.com (please include your order number in the subject if you can).

3D printed physical products

Most Pixqon physical products are 3D printed to order just for you. Because of this I usually cannot accept returns or refunds for:

  • change of mind after receiving the item;
  • ordering the wrong variant or size;
  • normal small layer lines, color specks or texture that are part of 3D printing.

If your item arrives damaged in transit, has a clear defect or is not what you ordered, email me within 14 days of delivery with photos and your order number so I can investigate and offer a fix, replacement or refund.

Digital products and STL files

Digital products (for example STL files) are available to download shortly after payment. Once a file has been downloaded I generally cannot offer refunds, because there is no real way to “send it back”.

I do still want you to have a working file though. Please contact me if:

  • the file is corrupted or clearly incomplete, or
  • you received the wrong file for the product you bought.

If you hit a technical problem with a file, contact me with your order number, printer model and slicer software so I can help you troubleshoot or send a fixed file if needed.

Order changes and cancellations

If you need to change or cancel an order, email me as soon as possible with your order number.

  • If printing or packing has not started yet, I will try to update or cancel it for you.
  • If production has already started for a made to order item, cancellation may not be possible.
  • For digital products, cancellation is usually only possible before download links are issued.

How to request a return, replacement or refund

If something is wrong with your physical order, please email me at hi@pixqon.com within 14 days of the delivery date.

To help me respond quickly, include:

  • your order number and checkout email address;
  • clear photos of the issue and the packaging if it arrived damaged;
  • a short description of what went wrong and what you prefer (replacement, repair or refund if possible).

Return shipping and refund method

If I ask you to send a physical product back, I will confirm in writing who covers return shipping before you ship anything.

  • If the issue is a Pixqon mistake or a confirmed defect, I will usually cover or reimburse reasonable return shipping or send a replacement without needing the original back.
  • If the return is approved as an exception outside the normal policy, you may need to cover return shipping costs yourself.

Approved refunds are usually sent back to the original payment method. Processing times depend on your bank or payment provider and can take several business days after I issue the refund.

Non returnable and non refundable items

In everyday use of the store, I usually cannot take back or refund:

  • digital products and STL files after download has started;
  • made to order 3D printed items where there is no defect;
  • items that have been modified, heavily used, or damaged after delivery.

Chargebacks and disputes

If something on your statement looks wrong, please email me first so I can help check it with the payment provider. Opening a chargeback without contacting me can slow things down for both of us. I keep basic order and shipment records so I can respond to banks and payment providers if they ask for proof.