Refund Policy

Last updated: 5 September 2026

This Refund Policy explains when you can obtain a refund for a purchase made on 3duploader.com, how to request one and how we process it. It forms part of our Terms and Conditions and should be read together with them.

We want you to be satisfied with what you download. If a file does not work as it should, tell us — in most cases we will fix it or refund it.

1. What we sell

Everything we sell is digital content supplied without a tangible medium: 3D model files that you download immediately after purchase. Nothing is shipped physically, so there is nothing to return. This affects your cancellation rights, as explained in the next section.

2. Right of withdrawal and why it does not normally apply

Under Article 102 of Spanish Royal Legislative Decree 1/2007 (the Consumer Protection Act), consumers in the European Union normally have 14 calendar days to withdraw from a distance contract without giving any reason.

However, Article 103(m) of that same Act provides that this right does not apply to the supply of digital content not supplied on a tangible medium once performance has begun, where the consumer has given prior express consent to that and has acknowledged that they thereby lose their right of withdrawal.

For this reason, at checkout you are asked to confirm two things before you can complete your order:

that you expressly request immediate access to the files, without waiting for the 14-day period to elapse; and
that you understand and accept that, once the download is made available to you, you lose your right of withdrawal.

We record this confirmation with your order and repeat it in the order confirmation we send you by email. Once you have given it and the download has been made available, the purchase is final and the 14-day withdrawal right no longer applies.

If, exceptionally, you completed an order without giving that confirmation, or if the download was never made available to you, your 14-day right of withdrawal remains intact and you may exercise it by writing to [SUPPORT EMAIL].

None of this affects your legal rights where a product is faulty or not as described, which are described in section 3 and in section 8.

3. When we will refund you

Regardless of the above, we will issue a refund in the following cases:

The file is corrupt or will not open in standard software for its stated format, and we cannot supply a working replacement.
The file is materially different from its description or previews — for example a substantially different geometry, a missing component that was advertised, or a format or polygon count that does not match what the product page stated.
You never received access to the download because of a technical failure on our side, and we cannot restore it.
You were charged more than once for the same order, or charged an incorrect amount.
The transaction was not authorised by you and is confirmed as fraudulent.
The model infringes third-party rights and has had to be withdrawn from sale after your purchase.

Where the problem is fixable, we will normally offer to repair or replace the file first — a corrected export, the missing part, or an alternative format. If that does not resolve it within a reasonable time, you are entitled to a refund.

4. When we cannot refund you

We are unable to refund a purchase in the following situations, provided the product itself matches its description:

Change of mind after the download has been made available.
You bought the wrong item by mistake, or already owned it. Contact us anyway — where we can, we will offer store credit or an exchange as a gesture of goodwill, though we are not obliged to.
Your software or hardware cannot handle the file, where the format, size and specifications were correctly stated on the product page. Please check them before buying.
Difficulties using or editing the model that stem from the complexity of the file or from your level of experience with 3D software.
Unsuccessful printing or manufacturing results caused by your printer, slicer settings, materials, scaling or post-processing. A 3D model cannot guarantee a particular physical outcome.
The model is not an exact replica of a real-world object, unless the product page expressly claimed dimensional accuracy or certification.
You no longer need the model, or your project was cancelled.
Breach of licence. We will not refund a purchase where the file has been redistributed, resold or shared in breach of its licence.

5. How to request a refund

Write to [SUPPORT EMAIL] from the email address used for the order, within 14 days of discovering the problem, and include:

your order number and the name of the product;
a clear description of the problem; and
where possible, supporting evidence — a screenshot of the error, the message your slicer or CAD software returns, or an image of the geometry concerned.

Evidence is not a condition for exercising your legal rights, but it lets us diagnose the issue much faster and, in many cases, send you a corrected file the same day.

We will acknowledge your request within 2 business days and give you a decision within 14 calendar days of receiving it. If we need more information from you, that period is counted from the moment you provide it.

6. How refunds are paid

Approved refunds are issued to the original payment method — the card used through our payment provider, or your PayPal account. We cannot refund to a different card, account or person.
We process the refund within 14 calendar days of approving it, and normally much sooner. Once processed, your bank or payment provider may take a further 5 to 10 business days to show the amount in your account; that part is outside our control.
Refunds are made in the currency of the original transaction and include any VAT charged. If you paid in a different currency from your bank’s, exchange-rate differences between the two operations are set by your bank and we cannot compensate for them.
We do not charge any fee for processing a refund.

7. Effect of a refund

When a refund is issued, the licence granted with that purchase terminates automatically. You must stop using the model, delete every copy of the files in your possession, and cease any commercial use derived from them. Access to the download from your account is revoked.

Continuing to use a refunded model constitutes copyright infringement and a breach of our Terms and Conditions.

8. Legal guarantee of conformity

Independently of this policy, as a consumer you have a legal guarantee that the digital content you buy conforms to the contract. Under Articles 115 and following of Royal Legislative Decree 1/2007, we are liable for any lack of conformity that becomes apparent within two years of supply, and you may require that it be brought into conformity or, where that is impossible, disproportionate or not carried out within a reasonable time, obtain a price reduction or terminate the contract.

Nothing in this Refund Policy limits or excludes those rights, or any other mandatory right you have as a consumer under the law of your country of residence.

9. Unauthorised charges and chargebacks

If you do not recognise a charge from us, please contact us before opening a dispute with your bank. Most unrecognised charges are resolved in minutes: the descriptor on your statement may differ from our trading name, or the purchase may have been made by someone else with access to your device.

Opening a chargeback for an order that was correctly delivered, instead of using the process in section 5, may result in the suspension of your account while the case is investigated. We reserve the right to submit evidence of delivery and of your acceptance of the terms to the payment provider, and to recover the amounts and fees involved where the claim is found to be unfounded.

10. Models published by other users

Where a model has been uploaded by a contributor, your contract for that purchase is with us and this policy applies in the same way. You do not need to contact the author: address your request to [SUPPORT EMAIL] and we will handle it, settling the matter with the contributor separately.

11. If you are not satisfied with our decision

If you disagree with the outcome of a refund request, reply to our decision explaining why and it will be reviewed by someone who was not involved in the original assessment. If we still cannot reach agreement, you may take the matter to the consumer authorities of your Autonomous Community or of your country of residence, or to the competent courts. Making a complaint is always free.

12. Changes to this policy

We may update this Refund Policy. The version that applies to your purchase is the one published at the time you placed the order, and we keep a copy with your order confirmation.