Returns & Refunds

1) Overview

• Return window: Return requests must be submitted within 7 days after delivery.
• Item condition: Items should be unused, complete, and returned with original packaging unless the issue is a confirmed defect or courier damage.
• Proof required: We may request your order number, parcel label, product photos, packaging photos, or a short video to assess the case.

2) Eligible return cases

• Wrong item received: Wrong color, material, size, or variant. Please notify us within 48 hours after delivery.
• Damaged on arrival: Report within 48 hours with photos of the parcel, product, and shipping label.
• Manufacturing defect: We will assess the issue and arrange a replacement, refund, or store credit where applicable.
• Approved unopened return: Unopened and unused items may be accepted after review.

3) Non-returnable cases

• Opened or used filament returned for change of mind.
• Printing issues caused by setup, such as temperature, bed adhesion, retraction, slicer settings, nozzle condition, or storage humidity.
• Damage caused by handling or storage after delivery.
• Items returned without approval or without a return reference from XTRUD.

Product color may look slightly different under different lighting, printers, cameras, and screens. Minor color appearance differences may not qualify as a defect.

4) How to request a return

1. Email [email protected] with your Order ID and the reason for your request.
2. Attach clear photos or videos of the product, parcel packaging, and shipping label.
3. Wait for our assessment and return instructions before sending anything back.
4. If approved, pack the item securely and ship it back within 3 business days after approval.

5) Return shipping fees

• Wrong item, confirmed defect, or courier damage: XTRUD will guide you on replacement, refund, or return shipping support.
• Approved change-of-mind return: Customer is responsible for return shipping unless stated otherwise.
• Unclaimed or failed delivery: Re-delivery or return-to-sender fees may apply.

6) Refunds & processing time

• Inspection: Returned items are inspected within 1-3 business days after we receive them.
• Refund method: Refunds are issued to the original payment method unless another arrangement is agreed.
• Timeline: Banks and payment providers may take 3-14 business days to reflect a refund after it is processed.

Original shipping fees are generally non-refundable unless the issue was caused by XTRUD or the courier.

7) Exchanges

Exchanges depend on stock availability. If you need a different color or product, contact us first so we can confirm availability, price difference, and the return steps.

8) Contact

For returns and refunds, contact us at:
Email: [email protected]
Business hours: Monday-Friday, 10:00-18:00 (GMT+8)