Returns and Refunds Policy

At Hotend, we want you to be completely satisfied with your purchase. As fellow 3D printing enthusiasts, we understand that sometimes products may not meet your expectations or project requirements. This policy outlines your rights and our procedures for returns and refunds in accordance with EU consumer protection laws.

Your Right to Cancel (14-Day Cooling-Off Period)

When you purchase products online from us, you have the right to cancel your order and return the items within 14 days of receiving them, without providing any reason. This is your statutory right under EU Consumer Rights Directive.

How the 14-Day Period Works

• The 14-day period starts from the day you (or someone you designate) physically receives the goods
• You must inform us of your decision to cancel within this 14-day period
• After notifying us, you have another 14 days to return the products
• If the 14th day falls on a non-working day, the deadline extends to the next working day

How to Return Items

Step 1: Contact Us

Email us at [email protected] or contact us through our website to inform us of your intention to return items. Please include:

• Your order number
• List of items you wish to return
• Reason for return (optional for 14-day returns)

Step 2: Package and Send

Pack the items carefully, preferably in original packaging, to prevent damage during transport. Send the package to:

Hotend.cz
Bruzovska 1816,
Frydek-Mistek
738 01
Czech Republic

Important: You are responsible for the cost of returning goods during the 14-day cooling-off period, unless the items are faulty or we made an error with your order.

Refund Process

Once we receive your returned items, we will:

• Inspect the products to ensure they are in their original condition
• Process your refund within 14 days of receiving the return
• Refund the original purchase price plus original shipping costs (if applicable)
• Use the same payment method you used for the original purchase

Items That Cannot Be Returned

The following items are exempt from the 14-day return right:

• Custom-made or personalized products ordered specifically for you
• Products that have been modified or used beyond necessary inspection
• Sealed software or digital products that have been opened

Faulty or Damaged Products

If you receive faulty, damaged, or incorrect products, different rules apply:

• Contact us immediately to report the issue
• We will cover all return shipping costs
• You have 2 years from delivery to report defects (1 year for B2B)
• We will offer repair, replacement, or full refund as appropriate

Products in Original Condition

For your return to be accepted, products must be:

• In their original condition and packaging where possible
• Complete with all accessories, manuals, and components
• Not damaged beyond reasonable inspection

You may examine products to the same extent you would in a physical store. However, any diminished value due to handling beyond this will be deducted from your refund.

Contact Information

If you have any questions about returns or need assistance, please contact us:

• Email: [email protected]
• Phone: +420 731 923 013
• Business Hours: 8:00 - 15:00

Your Statutory Rights

This policy does not affect your statutory rights under EU and national consumer protection laws. If you have a dispute that we cannot resolve, you may have the right to alternative dispute resolution or to take legal action.

Last updated: 27. 5. 2025