Returns & Exchanges
Precision is our business. If an order falls short of our standard—or if you simply need to make a return—this is our framework for resolving it fairly and efficiently.
The Factory Guarantee (Defects & Transit)
We measure every spool with 3-axis lasers, but logistics are unpredictable. If you receive the wrong formulation, a compromised vacuum seal, or a spool damaged in transit, you are fully covered.
Report the anomaly to info@infilus.com within 48 hours of delivery, including photos of the spool and packaging. Upon verification, Infilus will immediately dispatch a replacement, arrange an exchange, or process a full refund, covering all associated return shipping costs.
Standard 14-Day Returns
If you ordered the wrong material or simply changed your mind, consumer regulations grant you the right to initiate a return within 14 days of receiving your shipment.
To qualify for a full standard refund, the filament must be:
- 100% unused and complete
- In its original, factory packaging
- In immediate resalable condition
Note: For standard non-defective returns, the customer is responsible for the return shipping costs. We strongly recommend using a tracked courier service.
Polymer Integrity Constraint
FDM polymers are highly hygroscopic. Once a factory vacuum seal is breached, the filament begins absorbing ambient moisture, permanently altering its thermodynamic printing properties.
For this reason, we strictly cannot accept returns on opened, unsealed, or test-printed spools for change-of-mind. Any refund for compromised spools will be refused.
Exchanges & Refunds
Exchanges: To keep the process fast and simple, we do not offer direct exchanges for products ordered by mistake. If you need a different material or color, please return the original item and place a new order.
Refunds: After we receive and inspect the returned goods, we will process the refund without undue delay to your original payment method. If returned goods show signs of use, the refund may be reduced accordingly.
Non-returnable Items
The following categories are explicitly excluded from our standard return policy:
- Used or partially consumed filament
- Products missing labels or factory packaging
- Custom-made or specially produced runs
- Items damaged after delivery due to improper storage, drying, or printing settings
The Resolution Pipeline
Initiate Request
Email info@infilus.com with your Order ID, exact product details, and the reason for return. Include photos if claiming a defect.
Dispatch & Inspection
Once authorized, ship the securely packed items back to our facility. Our engineers will inspect the goods upon arrival.
Refund Execution
Approved returns are refunded to the original payment method without undue delay, minus any applicable return shipping fees.
B2B Transactions
Orders placed by business customers (B2B) are subject to our separate commercial terms of trade unless mandatory law provides otherwise.
Bahnhofstraße 44
86641 Rain, Germany