Refund and Return Policy

Refund & Returns Policy

Last Revised: 08 Dec 2025

Thank you for shopping at Xtrude 3D. We aim to provide high-quality products and excellent customer service.
This Refund & Returns Policy explains how we handle returns, exchanges, and refunds for purchases made through our online store.

This policy applies in addition to, and does not exclude or limit, any rights you may have under the
Consumer Protection Act, 68 of 2008 (CPA) and other applicable South African law.

1. Returns Eligibility

You have 30 (thirty) calendar days from the date you receive your order to request a return,
unless otherwise required by law or stated on the product page.

To be eligible for a return, the item must:

• Be unused and in the same condition that you received it.
• Be in its original packaging with all accessories, manuals, and components included.
• Be accompanied by a valid proof of purchase (order number, invoice, or receipt).

We reserve the right to reasonably inspect returned items and to decline returns that do not meet these criteria,
subject always to your rights under the CPA.

2. How to Initiate a Return

To initiate a return, please email us at
info@xtrude3d.co.za with the following:

• Your order number.
• The item(s) you wish to return.
• A brief reason for the return.
• Clear photos of the item(s) and packaging (if applicable).

Once we review your request, we will respond with return instructions, including the correct
return address and any reference that should appear on the parcel.

3. Return Shipping

Unless otherwise required by law or agreed in writing, you are responsible for:

• All shipping costs associated with returning the item.
• Ensuring the item is properly packaged to prevent damage in transit.
• Any loss or damage that occurs while the item is in transit back to us.

We recommend using a trackable, insured courier service. We do not guarantee that we will receive your returned item
and cannot be held liable for parcels lost in transit.

4. Inspection & Approval of Returns

Once we receive your returned item, we will inspect it and notify you via email that it has been received and is under review.
After inspection, we will confirm whether your return has been:

• Approved for a refund, exchange, or store credit; or
• Declined, with a reason provided (for example, signs of use, damage, or missing parts not due to our error).

5. Refunds

If your return is approved, we will process a refund to your original method of payment, unless otherwise agreed.
Depending on your bank or card issuer, it may take a number of business days for the refund to reflect.

Please note:

• Original shipping fees are generally non-refundable.
• If we arrange the return shipping on your behalf, the cost of return shipping may be deducted from your refund,
  unless the return is due to our error or a defective product as defined under applicable law.
• We may charge a reasonable handling or restocking fee for non-defective returns, where allowed by law.

6. Exchanges

We only replace items if they are defective, damaged on arrival, or incorrectly supplied (wrong item or quantity).
If you need an exchange for the same item (or a suitable equivalent where the original is no longer available), please email us at
info@xtrude3d.co.za.

In some cases, we may offer a replacement, repair, or store credit instead of a direct exchange, taking into account product availability
and your rights under the CPA.

7. Damaged, Defective, or Incorrect Items

If you receive a product that is damaged on delivery, defective, or not what you ordered, please contact us within a
reasonable time at
info@xtrude3d.co.za.

Please include:

• Your order number.
• A description of the issue.
• Clear photos or videos showing the defect, damage, or incorrect item, including packaging if relevant.

Where a defect or error is confirmed, we will, at our discretion and in accordance with South African law, provide one or more of the following:

• Replacement of the item.
• Repair of the item (where appropriate).
• A refund or store credit.

8. Non-Returnable & Limited-Return Items

Due to the nature of certain products, the following items are non-returnable or may only be returned in very limited circumstances:

• Downloadable or digital products (e.g. software, design files, digital licenses).
• Gift cards or vouchers.
• Consumables such as filament, resins, nozzles, and similar products that have been
  opened, used, or partially used, unless they are defective upon first use.
• Items without original packaging or with missing components, manuals, or accessories (unless required otherwise by law).
• Items that are damaged due to misuse, incorrect installation, modification, negligence, or normal wear and tear.

Where consumables or similar items are alleged to be defective, we may require additional information, photos, or testing before approving
a return or refund.

9. Late or Missing Refunds

If you have not received your refund after we have confirmed that it has been processed:

1. Check your bank account again.
2. Contact your credit card company; it may take time before your refund is officially posted.
3. Contact your bank, as there is often some processing time before a refund appears.

If you have done all of the above and still have not received your refund, please contact us at
info@xtrude3d.co.za with your order number and refund confirmation.

10. Return Address

Unless otherwise instructed in writing, returns should be sent to:

Xtrude 3D
Unit 10, 14 Tienie Britz Street, Beaconvale, Parow
Cape Town, Western Cape
South Africa, 7500

Important: Please do not send any items back without first contacting us and receiving return instructions,
as this may delay processing.

11. Contact Us

If you have any questions about this Refund & Returns Policy, please contact us:

Email: info@xtrude3d.co.za
Website: www.xtrude3d.co.za