Refund policy
RETURN AND REFUND POLICY
Table of Contents
www.penup3d.com
Version applicable as of June 16, 2026
This policy sets out the terms for returns, exchanges, and refunds of products sold by PEN'UP 3D on the website www.penup3d.com. It supplements, without replacing, the General Terms and Conditions of Sale (in particular Articles 8, 9, 10 and 11 thereof), which prevail in the event of any conflict of interpretation.
ARTICLE 1 — RIGHT OF WITHDRAWAL
In accordance with Articles L.221-18 to L.221-28 of the Consumer Code, the Customer has a period of fourteen (14) calendar days from receipt of their order to exercise their right of withdrawal, without having to justify any reason or bear any penalty.
The request may be sent:
- by email at contact@penup3d.com ;
- or by using the standard withdrawal form available in the annex to the General Terms and Conditions of Sale.
The Customer may exercise their right of withdrawal for all or part of their order.
ARTICLE 2 — PRODUCTS CONCERNED
All products sold on the Website are eligible for the right of withdrawal, subject to the legal exceptions provided for in Article L.221-28 of the Consumer Code (in particular unsealed products that cannot be returned for reasons of hygiene or health protection, where applicable).
ARTICLE 3 — RETURN CONDITIONS
To qualify for a refund, the returned product must be:
- returned complete (accessories, instructions, any gifts or free products included);
- in a condition allowing it to be resold, having not sustained any damage beyond the handling necessary to establish the nature and characteristics of the product;
- properly packaged and protected for transport.
In accordance with Article L.221-23 of the Consumer Code, the Customer's liability may only be incurred in the event of depreciation of the goods resulting from handling beyond what is necessary to establish their characteristics. Where applicable, a proportional deduction from the refund may be applied.
ARTICLE 4 — RETURN PROCEDURE
The Customer contacts customer service at contact@penup3d.com indicating their order number and the product(s) concerned.
Return shipping coverage: for Customers located in mainland France as well as in neighboring countries (Belgium, Luxembourg, Germany, Switzerland, Italy, Spain, Monaco and Andorra), PEN'UP 3D covers the return shipping costs and sends a prepaid label by email. For other destinations, coverage is assessed on a case-by-case basis; failing that, return shipping costs may remain the responsibility of the Customer.
Return address: products are returned, using the label provided, to our logistics provider:
REGIS MARTELET, 22 rue de la Brot, 21000 Dijon, France.
ARTICLE 5 — REFUND
The refund covers the price of the products as well as the standard shipping costs initially paid, in accordance with Article L.221-24 of the Consumer Code.
It is processed within a maximum period of fourteen (14) days from the date on which PEN'UP 3D is informed of the withdrawal decision. PEN'UP 3D may, however, defer the refund until the products have been recovered or until the Customer has provided proof of shipment, whichever occurs first.
The refund is made via the original payment method, unless the Customer expressly agrees to another method.
ARTICLE 6 — DEFECTIVE OR NON-CONFORMING PRODUCTS
Independently of the right of withdrawal, the Customer benefits from statutory warranties (see Article 7). In the event of a defective or non-conforming product:
- the Customer reports the defect to contact@penup3d.com;
- PEN'UP 3D offers, as applicable, the replacement of the product with a new identical or equivalent product, or its refund;
- the return costs for a defective or non-conforming product are fully covered by PEN'UP 3D, which provides a prepaid label.
The Customer is not subject to any 14-day time limit to report a defect covered by statutory warranties: these warranties apply under the conditions and for the durations provided by law (see Article 7).
ARTICLE 7 — STATUTORY WARRANTIES
Independently of any commercial warranty, the products benefit from the following statutory warranties:
- the statutory warranty of conformity (Articles L.217-3 et seq. of the Consumer Code), for a period of two (2) years from delivery of the goods;
- the warranty against hidden defects (Articles 1641 et seq. of the Civil Code), allowing action to be taken within a period of two (2) years from the discovery of the defect.
No clause of this policy limits or excludes these statutory warranties. The terms of their implementation are detailed in Article 9 and in the annex to the General Terms and Conditions of Sale.
ARTICLE 8 — CONTACT
For any request relating to a return, an exchange, or a refund:
📧 contact@penup3d.com
📞 +33 6 71 84 90 03
PEN'UP 3D undertakes to acknowledge receipt of any request within forty-eight (48) business hours.
Last updated: June 16, 2026
Document drafted in French. In the event of translation into another language, only the French version shall prevail.