Returns & Refunds Policy

Effective Date: Jul 8, 2025

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 understand that, on rare occasions, issues may arise with your order. This Returns & Refunds Policy outlines your rights and our procedures in the event a resolution is needed.

This Policy forms an integral part of your contractual relationship with Materialize and applies to all purchases made through shop.trymaterialize.com. Please read it carefully and contact us at support@trymaterialize.com with any questions.

1. Eligibility For Return

1.1. Accepted Return Reasons

Returns are accepted exclusively for one or more of the following reasons:

• The item received was not what was ordered, due to incorrect or incomplete listing information (e.g., wrong model, specifications, or undisclosed deviation from the listing).
• The item was broken, damaged, or non-functional upon arrival (“dead on arrival”).
• The item significantly does not match the description (“not as described”), including the omission of functional defects.

1.2. Exclusions

• Returns are not accepted for buyer’s remorse (e.g., unwanted gifts, size/color preference, or mistakes in ordering).
• Returns are not accepted for minor cosmetic imperfections if these were clearly disclosed in the product listing as inherent to “excess” inventory.
• Returns are not accepted for items damaged due to improper use, alteration, or handling by the buyer.
• Return requests submitted more than 30 calendar days after delivery will not be accepted unless required by law.

1.3. Condition for Return

Returned items must include all original packaging, accessories, and documentation. Items returned in a condition worse than received, or with missing components, may incur a deduction from the refund or a denial of the refund, as determined in consultation with the manufacturer (see Section 4 below).

2. Return Request & Procedure

2.1. Initiating a Return

To initiate a return, within 30 calendar days of delivery, please email support@trymaterialize.com including:

• Your order number
• A detailed description of the issue
• Clear photographs or video evidence demonstrating the issue (required for all “broken”, “not as described”, or incorrect orders)

2.2. Review & Approval Process

Upon receiving your request, Materialize will:

• Acknowledge receipt within 1 business day
• Review your submission, often in consultation with the manufacturer, to verify eligibility
• Contact you within 3–5 business days with a decision and next steps

If your return is approved:

• You will be issued a pre-paid shipping label
• You will receive the specific return address for your case (returns are not accepted at Materialize HQ unless specifically instructed)

If your return is declined or more information is needed:

• You will receive a clear explanation and may be offered an opportunity to provide additional supporting evidence

2.3. Return Shipping

• You must ship the item within 7 calendar days of receiving the return label and address.
• Items must be securely packaged to prevent further damage.

IMPORTANT: For returns of items valued at $750 or more (including tax/shipping):

• Signature confirmation is required upon delivery at the return address. Failure to comply may result in refund denial.
• Shipping insurance is strongly recommended and may be required. If you decline recommended insurance and the item is lost or damaged in transit, Materialize may limit liability or deny refund for loss or damage occurring during the return shipment.

2.4. Tracking and Proof of Return

It is your responsibility to retain all proof of shipping, including tracking numbers, until your refund has been processed and received.

3. Refund Issuance

3.1. Inspection & Approval

• Upon arrival at the designated return address, the item will be inspected by the manufacturer (or by Materialize, if specified).
• Inspections occur within 3 business days of receipt.
• If approved, the refund will be processed; if denied (e.g., evidence of aftermarket damage or missing parts), you will be notified with supporting details. You may be eligible for a reduced refund based on the extent of the discrepancy.

3.2. Refund Details

• Refunds cover the full purchase price of the item plus any original shipping costs paid.
• Refunds are issued to the original payment method only.
• Your bank or payment provider may take additional time to process the refund; please allow up to 10 business days after our refund notification for funds to appear in your account.

4. Conditions Affecting Refunds

• If the returned item is missing any original accessories, documentation, or packaging, or is returned in a condition worse than received (excluding the reason for return), Materialize reserves the right, in consultation with the manufacturer, to:
  • Deny the refund,
  • Deduct a reasonable amount from the refund to account for the diminished value.
• Materialize will provide documentation and explanation for any such deduction or denial.
• Items damaged during return transit due to inadequate packaging or failure to purchase required/recommended insurance are not eligible for refund or may receive a partial refund only.

5. Dispute Resolution Process

• If you disagree with a return eligibility decision or refund amount, you may escalate your case by responding to the resolution email (see Dispute Resolution Policy/Section).
• Materialize will review all cases in good faith, will mediate between you and the manufacturer, and will provide a final determination within 7 business days.
• Unresolved disputes are subject to the arbitration clause in our Terms of Service.

6. Additional Reminders

• Return address: Provided only upon approval of your return request—do not mail returns to Materialize HQ unless specifically instructed.
• Shipping delays, lost returns: Contact support@trymaterialize.com immediately if your return shipment is lost, delayed, or marked as delivered but not received.
• International buyers: You are responsible for any duties, customs, or import taxes for both delivery and (if applicable) return shipments.

7. Policy Updates

Materialize reserves the right to update this Returns & Refunds Policy at any time. All updates will be effective immediately upon posting at shop.trymaterialize.com/returns-and-refunds-policy. Your continued use of the Materialize platform constitutes agreement to the updated terms.

Questions?
Contact us at: support@trymaterialize.com