Returns & Refunds Policy

Effective Date: January 14, 2026

At Materialize, we strive to provide buyers with confidence, transparency, and exceptional value through our unique direct-from-manufacturer marketplace for certified excess products. We want you to be satisfied with your purchase. If you are not, we accept returns within 30 days of delivery, subject to the guidelines below.

This Policy applies to all purchases made through shop.trymaterialize.com. Please read it carefully.

1. Return Eligibility Categories

To comply with global standards while maintaining the sustainability of our excess-inventory model, we categorize returns into two types: Defective/Incorrect and Standard Returns (Remorse).

1.1. Defective or Incorrect Items

We stand by the quality of our certified excess inventory. You are eligible for a Full Cash Refund (including shipping) if:

• The item arrives broken, damaged, or non-functional (“dead on arrival”).
• The item is materially different from the listing description (e.g., wrong model, missing specs, or undisclosed major defects).
• Note: “Material difference” does not include minor cosmetic imperfections that were disclosed in the product listing or photos.

1.2. Standard Returns (Buyer’s Remorse)

If you simply changed your mind, ordered the wrong size, or no longer need the item, we accept the return under the following conditions:

• Refund Method: Refund will be issued as Store Credit only.
• Restocking Fee: A 20% restocking fee will be deducted from the store credit amount to cover handling and processing.
• Return Shipping: The buyer is responsible for purchasing their own return shipping label. Original shipping costs are non-refundable.

2. Conditions for Return

To qualify for a return of either type, items must meet the following criteria:

• Timeframe: Return requests must be submitted within 30 calendar days of the delivery date.
• Condition: Items must be returned in the exact condition received, including all original packaging, accessories, manuals, and cords.
• Exclusions:
  • Items damaged by the buyer due to improper use or handling.
  • Items missing the serial number or UPC.
  • Items where the "defect" was clearly disclosed in the original listing (e.g., "Scratch on left bumper" noted in the description).

3. Return Request Process

3.1. How to Initiate

Do not ship items back without prior approval. To start a return:

1. Email support@trymaterialize.com within the 30-day window.
2. Include your Order Number.
3. Provide the Reason for Return.
4. Required Evidence: If claiming a Defect/Error, you must attach clear photos or video showing the issue.

3.2. Review & Approval

• We will review your request within 1–2 business days.
• For Defective Claims: If approved, we will provide a prepaid shipping label (Domestic orders only). International buyers must pay for return shipping.
• For Standard Returns: We will provide the return address and packing instructions. You must ship the item within 7 days of approval.

4. Shipping & Handling

4.1. Packaging

You are responsible for ensuring the item is packed securely to prevent damage in transit. Items damaged during the return shipment due to poor packaging may be denied a refund.

4.2. High-Value Returns ($750+)

For any return valued at $750 or more:

• Signature Confirmation is required upon delivery to our facility.
• Shipping Insurance is strongly recommended. If you return a high-value item without insurance and it is lost or damaged by the carrier, Materialize is not liable, and no refund/credit will be issued.

4.3. International Returns

"International" shipments are determined by the location of the stock and your destination.

For all international returns (including defective items):

• Return Shipping: The buyer is responsible for purchasing their own return shipping label and paying all associated costs.
• Duties & Taxes: The buyer is responsible for any customs duties or taxes incurred.

5. Refund Processing

Once your return is received and inspected (typically within 3 business days of arrival):

5.1. For Defective/Incorrect Claims

• If the defect is verified, a full refund will be issued to your original payment method.
• Please allow up to 10 business days for your bank to reflect the funds.

5.2. For Standard Returns (Remorse)

• We will inspect the item to ensure it is in original condition.
• We will issue Store Credit via a digital Gift Card code, sent to your email.
• Calculation: (Item Price) minus (20% Restocking Fee) = Store Credit Amount.

5.3. Discrepancies

If an item returned as "Defective" is found to be fully functional or matching the description upon inspection, the return will be reclassified as a Standard Return. The refund will be converted to Store Credit, and the 20% restocking fee plus the cost of the prepaid shipping label will be deducted.

6. Disputes & Final Sale Items

• Final Sale: Certain items marked explicitly as "Final Sale - No Returns" in the product description are not eligible for return under any circumstances, unless they arrive damaged/dead-on-arrival.
• Dispute Resolution: If you disagree with a decision regarding the condition of your return, please reply to your support ticket. Materialize acts as the mediator between buyers and manufacturers and will provide a final determination based on the evidence provided.

Questions? Contact our support team at support@trymaterialize.com.