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PrintOnion

Return policy

Last updated: 31 January 2025

1. Right of withdrawal – 14 days under EU law

14-day right of withdrawal: You have 14 days from receiving the item to withdraw from the purchase without giving a reason. The item must also have remained in the condition it was in when it was received (saleable condition).

Under the EU consumer directive, you as a consumer have the right to withdraw from your purchase within 14 days of receiving the item. This applies to purchases made at a distance (online).

Conditions for the right of withdrawal

  • The item must be in the same condition as when it was received
  • The original packaging must be intact and unused
  • Sealed filament spools must not have been opened
  • Any accessories and documentation must be included

2. How to return items

Step 1: Let us know

Contact us within 14 days of receipt:

Step 2: Prepare the parcel

  • Send the item unused, in its original packaging
  • State your order number and, if possible, the reason for the return
  • Pack it securely to avoid damage in transit

Step 3: Send it back

Return address:

DW Development AB
Järnvägsgatan 15
543 50 Tibro
Sweden

3. Return costs

The customer pays the return shipping for withdrawn purchases (e.g. if you have changed your mind).

We pay the shipping only if the item is faulty or damaged (see "Right to complain" below).

Tips for return shipping

  • Choose a carrier that provides a tracking number
  • Keep the receipt for the return shipping until you have received your refund
  • We recommend PostNord or DHL for the best service

4. Refunds

We refund you within 14 days after we have received and approved the return.

The refund is often paid to the same account/card that was used for the purchase.

What is refunded?

  • Product price: Full amount
  • Original shipping: Standard shipping cost (not express delivery)
  • Return shipping: NOT refunded (unless it is our fault)

Refund methods

  • Card (Stripe/Klarna): 5–10 working days
  • PayPal: 1–3 working days
  • Swish: 1–2 working days

5. Right to complain – 3 years under the Swedish Sale of Goods Act (Köplagen)

Under Swedish law (Köplagen 1990:932), you have a 3-year right to complain from the date of purchase if the item:

  • Has faults or damage that existed at delivery
  • Does not match the description on the website
  • Does not work as intended

When making a complaint

  1. Contact us immediately at info@printonion.com or +46 10 430 01 34
  2. Describe the fault and, if possible, attach photos
  3. We pay the return costs and offer repair, replacement or your money back

What does not count as a complaint?

  • Faults that have arisen after incorrect use
  • Normal wear and tear
  • Moisture damage to filament that has been opened and not stored correctly
  • Damage caused by incorrect storage (e.g. direct sunlight, high temperature)

6. Exceptions to the right of withdrawal

Under the Swedish Consumer Sales Act (konsumentköplagen), there are certain exceptions where the right of withdrawal does not apply:

  • Opened filament spools: For hygiene and quality reasons, opened products cannot be returned
  • Special orders: Items made specifically for you
  • Digital products: If the download has started with your consent

7. Return address and how to send the item back

To return your product, send it to:

DW Development AB
Järnvägsgatan 15
543 50 Tibro
Sweden

We offer the option of creating a return label

  • Digital return label: Request a pre-arranged return label addressed to us by email. In this case, you pay the cost of the return shipping.
  • Your own shipping: You can choose another carrier, but make sure the parcel is trackable.

Note! If the item is faulty (a complaint), we will send you a free return label.

8. Storing and handling filament

Best practice

To maintain the quality of the filament, we recommend that you:

  • Store it in a cool, dry place away from direct sunlight
  • Keep the packaging sealed until use
  • Use desiccant or a drying cabinet for long-term storage
  • Avoid temperatures above 30°C

Moisture damage

Filament that has been exposed to moisture may show:

  • Poor print quality
  • Stringing or oozing
  • Bubbles during printing

Important: These problems are not covered by the warranty if the filament has not been stored correctly after opening.

Contact in case of problems

Email: info@printonion.com
Phone: +46 10 430 01 34
Postal address: DW Development AB, Järnvägsgatan 15, 543 50 Tibro, Sweden
Org. no.: 559454-1822

Opening hours: Mon–Fri 9:00–17:00

9. Consumer guidance

For more information about your rights as a consumer, visit:

10. Important to know

  • All prices include VAT at the rate of the delivery country
  • We comply with the EU consumer directive and the Swedish Sale of Goods Act, Köplagen (1990:932)
  • In the event of a dispute, you can turn to Allmänna reklamationsnämnden (ARN)