My order has a defect. When to make a claim?

My order has a defect. When to make a claim?

Craftcloud Craftcloud

Your order has a defect - what now?

In the unfortunate event that your order has arrived...

- broken
- in the wrong color
- with defects such as warping
- outside of the tolerances of the material selected

...you are within your rights to make a claim. This must be done within 14 days from when your order is delivered. 


How to inform us best

In order to claim either a refund or a reprint, we kindly ask that you reach out to our team at support@craftcloud3d.com and kindly provide us with the following:

  1. Your order number
  2. The name of the manufacturer (if this order number is also shared with other manufacturers)
  3. Clear, high quality images that depict the quality issues your part has (if there are dimensional issues, please if possible use a caliper and display the entire span of the part in your picture)
  4. Images of the parcel itself and the packaging, if your prints arrived broken
  5. Your preference on if you would like to have the part(s) reprinted or refunded

Please be aware that slight surface or color differences between one order and another does not class as grounds for a refund. Two different orders produced by different providers, machines, or filaments will entail these differences and therefore, we kindly ask that you please take this into consideration when placing orders.

Information on the tolerances for each material can be found here.

When making a claim, we kindly ask that you provide us with images of the parts as well as images of the packaging in which it arrived. This is crucial for our team to help make a claim on your behalf to the manufacturer, in the event that you wish to request a free reprint or for a refund.

 

What else you need to know - common misconceptions

Two different orders produced by different providers, machines, or filaments will potentially entail differences and therefore, we kindly ask that you please take this into consideration when placing orders. Also, if you have more than 1 manufacturing partner working on your order, these manufacturers are independent from each other. If your order is intended to be assembled with parts that are being produced by different manufacturers, you are not eligible to request a refund for the complete order. 

Since the manufacturer is responsible for ensuring that the part arrives in good condition as well as guaranteeing its quality according to the limitations of the material chosen, they cannot assume a potential use case for your print. Therefore, in the event that an order breaks during its use case, kindly note that we are not able to issue a reprint/refund on the part as neither we nor the manufacturer are responsible for ensuring that the print is fit for its function. In the event that the part is used for a functional purpose, it is the responsibility of the customer to ensure that the design can withstand the use case of the part.

Therefore we do not account for multiple parts of an order being intended to fit together, and it is within your responsibility to ensure that dimensions account for materials tolerance to allow parts to be assembled as required.

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