Refund Policy

You may cancel your purchase within 14 calendar days of the transaction, without giving a reason, provided that you have not started downloading any file included with the relevant product.

To cancel an eligible purchase:

• Open the purchase in your Transactions page.
• Select Cancel purchase and request refund.
• Once the refund is confirmed, access to the product will be removed.

For orders containing multiple separately priced products, refund eligibility is assessed for each product separately. For bundles, downloading any included file counts as starting delivery of the entire bundle.

Before completing payment, you are required to confirm:

I agree to immediate digital delivery. Once downloaded, change-of-mind refunds are unavailable. This does not affect refunds for faulty or misdescribed files.

By accepting this statement, you request immediate access to the purchased files.

Your 14-day change-of-mind cancellation right ends when you begin downloading the digital product. Confirmation of your purchase and consent will be sent to you by email. This does not limit your rights if the product is faulty, incomplete or materially different from its description.

After downloading has started, refunds are not provided solely because:

• you changed your mind;
• you purchased the product by mistake;
• you no longer need or want the product;
• you do not own suitable printing equipment or software;
• your printer, slicer or computer does not support clearly disclosed requirements;
• you selected unsuitable scale, supports, orientation, filament, resin or print settings;
• a print failed due to hardware, material, calibration or user settings;
• you expected a format, modification, cut, scale or feature that was not included in the product description;
• you modified the files or they were modified by another person.

A failed physical print does not by itself prove that the digital file is faulty.

Downloading a product does not remove your rights when the digital product is genuinely faulty or not as described.

You may report a problem when:

• the payment was charged more than once;
• the purchased files were not delivered or cannot be accessed;
• the archive or files are corrupted or cannot be opened;
• important files or parts advertised in the listing are missing;
• you received a different product;
• the product materially differs from its description, images or stated specifications;
• an objective technical defect prevents the product from being used for its advertised purpose.

For downloaded purchases, select Report a problem from the relevant transaction or contact Printheim support.

Please provide:

• your order number;
• the product name;
• a clear description of the problem;
• screenshots, error messages or other relevant information.

Where permitted by law, Printheim or the product creator may first attempt to resolve the issue by restoring access, replacing missing or corrupted files, providing corrected or updated files, or explaining any disclosed technical requirements.

A correction or replacement must be provided within a reasonable time and without significant inconvenience. When the problem cannot be corrected, is not corrected within a reasonable time, reappears, or is sufficiently serious, you may be entitled to an appropriate price reduction or a full refund.

Duplicate payments and permanent failure to deliver the purchased product are eligible for a refund.

Approved refunds are returned to the original payment method.

Refunds will be initiated without undue delay and within any period required by applicable law. The time needed for the refunded amount to appear in your account depends on your payment provider or bank.

After a full refund:

• access to the affected product may be removed;
• the licence to use the files ends;
• you must stop using, printing, sharing, reselling or distributing the files;
• you must delete any retained copies.

A partial price reduction does not terminate your licence unless stated otherwise.

Refund eligibility may be verified using server-side records, including:

• order and user records;
• accepted policy version and consent timestamp;
• product and file versions;
• download status and timestamps;
• relevant security and access records.

Personal data is processed in accordance with the Printheim Privacy Policy.

Printheim may reject claims involving fraud, false information, unauthorised redistribution, repeated refund abuse or attempts to obtain both the files and the refunded payment.

Printheim may suspend accounts involved in fraudulent activity or violations of the applicable licence or Terms of Use.

This section does not limit any mandatory consumer rights.

Refund requests and complaints may be submitted through:

• the Transactions page;
• the Printheim contact form;
• billing4printheim@gmail.com

Consumer complaints will be answered within 14 days of receipt where this deadline applies.

Nothing in this Refund Policy excludes or limits rights that cannot legally be excluded under the laws applicable to the customer.

Where applicable law provides more favourable consumer protection than this policy, the applicable law takes precedence.