Refund policy

Returns & Refunds

Every 3DPlast spool is made in our own factory in Ukraine, dried, vacuum-sealed and checked before it leaves us. If something still isn't right, we'll make it right. Here's how.

Changed your mind?

We're happy to take back spools that are still sealed and unused. Just email us at office@3dplast.ua within 14 days of receiving your order. It really helps us if you tell us why you're returning it; every reason helps us get better. Then send the spools back within 14 days of letting us know. Return shipping for a change-of-mind return is paid by you.

Return address: 3D PLAST LLC 7/1 Naberezhna St. Vyshhorod, Kyiv region, 07301 Ukraine

Once the sealed spools are back with us, or you've sent us proof of shipping (whichever comes first), we'll refund everything you paid, including standard delivery, within 14 days to your original payment method.

Opened or used spools

Once a spool has been opened and used for printing, we can't resell it, so we can't refund it on a change of mind. If you're a consumer in the EU, you keep your legal 14-day right of withdrawal, but we'll deduct the loss in value of an opened or used spool, which for a used spool can be up to its full price. Damaged and defective spools are a different story; see below.

Something wrong with your order?

If a spool arrives damaged, you received the wrong color or weight, or the filament is defective, we're sorry, and we'll fix it at our cost. Email us at office@3dplast.ua with:

  • your order number

  • a short description of the problem

  • photos of the spool label, the packaging and the issue

Please let us know within 30 days of delivery; the sooner, the easier it is to sort out. We'll send you a free replacement or a full refund, whichever you prefer. In most cases you won't need to send anything back.

What we treat as a defect:

  • filament diameter outside 1.70–1.80 mm

  • brittle filament that snaps with little bending, or bubbles and voids inside the strand

  • damage in transit, or the wrong item in the box

What's normal and not a defect:

  • A slight difference in shade between production batches of the same color. Each batch is mixed separately, so a spool may differ just a little from a previous one or from the photos.

  • Our 0.85 kg and 0.75 kg spools need a small printable roller mod to work in the Bambu Lab AMS. You'll find the free model on each product page.

Printing trouble? Moisture is the most common cause. All filaments absorb moisture from the air once the bag is opened, so we recommend drying before printing: PLA 3–4 h at 45–50 °C, PETG 4–6 h at 65–70 °C, ABS 4–6 h at 70 °C. If a spool still prints poorly, write to us. We'll help you dial in the settings, and if it turns out to be the filament, we'll replace it.

Your legal rights

None of this affects your statutory rights. In the EU, you also have a 2-year legal guarantee for goods that don't conform to the contract, including defects that only show up later.

Outside the EU

For orders shipped outside the EU, including the United States, change-of-mind returns are accepted for sealed, unused spools only, as described above. Damaged and defective spools are covered everywhere.

How to start a return

Email office@3dplast.ua. We reply within 1–2 business days with everything you need.

Model withdrawal form (EU)

(Complete and return this form only if you wish to withdraw from the contract.)

To: 3D PLAST LLC, 7/1 Naberezhna St., Vyshhorod, Kyiv region, 07301, Ukraine, office@3dplast.ua

I hereby give notice that I withdraw from my contract of sale of the following goods: ____ 
Ordered on: ____ / Received on: ____ 
Name: ____ 
Address: ____ 
Signature (only if this form is sent on paper): ____ 
Date: ____