Returns & Refunds
If something is wrong with your order, contact us and we will work with you to resolve it.
14-day withdrawal for standard products
For standard products purchased online, consumers generally have the right to withdraw from the purchase within 14 days of receiving the goods, subject to applicable law. You do not need to give a reason.
To exercise the right of withdrawal, email steve@cilia3dprints.store within the withdrawal period and clearly tell us that you wish to cancel the purchase.
Returning an unwanted standard product
Unless the item is faulty, incorrect or we agree otherwise, the customer is responsible for the direct cost of returning an unwanted product. Returned products should be handled only as much as reasonably necessary to inspect their nature, characteristics and functioning. A deduction may be made where handling beyond this causes a loss in value.
For a valid withdrawal, we will reimburse the eligible amount, including the cost of our standard outbound delivery option where required by law. Additional cost resulting from a more expensive delivery option chosen by the customer is not refundable where the law permits. We may withhold reimbursement until the goods are returned or evidence of return is supplied.
Custom and personalised products
The normal withdrawal right may not apply to goods genuinely made to the customer’s specifications or clearly personalised. Examples can include custom business-logo tiles, personalised names or text, products made to customer-supplied measurements, a custom 3D design, or a product made from a customer-supplied file.
Choosing a standard product option such as a normal colour, Cilia Tap One/Duo/Trio, or one of our standard NFC tile designs does not by itself make the order a personalised product.
Faulty, damaged or incorrect products
If an item arrives damaged, is faulty, or does not match the order, contact us as soon as reasonably possible with your order number, a description of the issue and photographs where useful. Depending on the circumstances and applicable consumer law, the appropriate remedy may include repair, replacement, price reduction or refund.
How to request a return
Email steve@cilia3dprints.store with your order number and the reason for contacting us. We will reply with the appropriate next steps and, where relevant, the return address/instructions.
Optional withdrawal form
You may use the following wording, although you are not required to use this exact form:
To: Steve Cilia trading as Cilia 3D Prints, Misrah il-Qalbiena Maltin, Malta, steve@cilia3dprints.store
I hereby give notice that I withdraw from my contract for the sale of the following goods:
.Ordered on / received on: [date]
Name: [name]
Address: [address]
Date: [date]
