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Returns and refunds

A piece printed to order is not a stock item. Here is exactly what we take back, what we do not, and why.

What we reprint or refund, always

In the following cases the mistake is ours. We reprint at our own cost, or refund you in full if you prefer. You send nothing back at your own expense, and there is nothing to negotiate:

  • The piece arrived broken or damaged. Send a photo within 48 hours of receiving it.
  • It is not what you ordered: wrong colour, wrong material, wrong size, wrong finish compared with the summary you approved.
  • A visible printing fault: shifted layers, holes in the walls, a warped piece, or supports removed badly enough to leave real marks.
  • The piece does not match the 3D model you approved for a commissioned order.
  • We miss the date we promised by more than seven working days, and that no longer suits you.

Your 14-day right to withdraw

For a standard piece from our catalogue, you have fourteen days from delivery to change your mind, with no reason to give. Write to us from the contact page or reply to your order email: we refund you within fourteen days of the piece reaching us, outward carriage included. Return postage is yours to pay, and the piece has to come back complete and undamaged.

This right does not apply to pieces made to your specification or clearly personalised — a lithophane cut from your photograph, a figurine modelled on you, an object made to your measurements. That is the exception in the European consumer rights directive, and the reason is plain: that piece cannot be sold to anybody else.

What we do not take back

A piece made for you cannot be sold to anyone else. So it is neither taken back nor refunded when:

  • it matches what you approved, but you do not like it once it is in your hand;
  • you changed your mind after printing had started;
  • the file you supplied contained a mistake (wrong dimensions, a model that is not watertight, detail too fine to print) that we reproduced faithfully;
  • you modified or painted the piece after receiving it;
  • the piece gave way under harder use than the strength you chose — a piece ordered as “decorative” is not meant to carry a load.

It is precisely to avoid these situations that we show you the 3D model before printing, print the dimensions in millimetres at every step, and tell you when a material is the wrong one for what you want it for.

Layer lines are not a fault

Every 3D printed piece carries horizontal lines, visible close up. Matte PLA softens them considerably, so does a fine 0.12 or 0.08 mm layer, and sanding removes them almost entirely. A piece showing layer lines that are normal for the fineness ordered is correct, and does not give a right to a refund. If this matters to you, choose a finer layer or the sanding option — or write to us before ordering.

Deposits

The 30% deposit paid on a commissioned piece is refunded in full if:

  • you turn down a revised quote, for any reason at all (nothing has been printed at that point);
  • we are unable to produce the piece;
  • you cancel before we have started modelling or printing.

It is kept if you cancel after modelling has started or printing has begun: at that point time and material really have been spent. We always tell you by message when that point is reached.

How to make a claim

  1. Write to us at contact@manarol.com or on Instagram (@manarol3d), within 48 hours of receiving the piece, quoting your order number.
  2. Attach one or two photos showing the problem, if possible next to something that gives a sense of scale.
  3. We reply within 4 hours with our decision and, where relevant, the date of the reprint.
  4. A refund is made within seven working days, by the method used to pay.

Cancelling an order

A catalogue order can be cancelled free of charge for as long as it has not moved to “printing”, which you can see on your tracking page. A commissioned order follows the deposit rules above.

To cancel, write to us: it is immediate, and you do not have to give a reason.

Everything else

These rules complete our terms of sale, and take nothing away from the rights French and European consumer law gives you as a consumer.

Last updated : 13 September 2026