POLICIES & RETURNS

Refund & Return Policy

Effective Date: August 11, 2026 | Version 2.0 | NACTRO3D Sri Lanka

published_with_changes CURRENT POLICY

overview 1. Overview

Thank you for shopping with NACTRO3D, accessible via nactro3d.com.lk .

We aim to provide high-quality 3D-printed collectibles, engineering models, and custom manufactured products. This Refund & Return Policy explains when a product may be returned, exchanged, replaced, or refunded.

This Policy should be read together with the Terms & Conditions and Privacy Policy .

assignment_return 2. Standard Product Returns

Eligible standard products may be returned within 7 days from the date of delivery.

Return Eligibility

To be eligible for a standard product return:

The return request must be submitted within 7 days of delivery.
The product should be unused and in substantially the same condition in which it was received.
The original packaging and included accessories should be returned where reasonably possible.
The product must not have been intentionally damaged, modified, altered, painted, repaired, or otherwise changed after delivery.
The order and purchase should be verifiable through NACTRO3D records.

precision_manufacturing 3. Custom & Bespoke Products

Custom 3D-printed products are manufactured specifically according to customer requirements and may involve model preparation, slicing, material preparation, printing, post-processing, assembly, and finishing.

Custom Products Are Generally Non-Returnable Custom, personalized, or bespoke products are generally non-returnable and non-refundable once production has commenced because they are manufactured specifically for the customer.

Cancellation Before Production If you need to cancel a custom order, contact NACTRO3D as soon as possible. If production, material preparation, model preparation, or other manufacturing work has already commenced, cancellation or refund eligibility may be limited.

Defective or Incorrect Custom Products The non-returnable status of a custom product does not prevent you from contacting us regarding a product that arrives damaged, defective, materially different from the approved specification, or incorrectly supplied by NACTRO3D.

report_problem 4. Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, or materially incorrect, please contact us within 48 hours of delivery.

01. Contact Us Provide your order number and explain the issue.

02. Provide Evidence Where requested, provide clear photographs or other reasonable evidence showing the issue.

03. Assessment We will review the claim and determine the appropriate resolution based on the circumstances.

If the product is confirmed to have been damaged before delivery, materially defective, or incorrectly supplied by NACTRO3D, we may provide an appropriate remedy such as a replacement, repair, or refund, subject to product availability and applicable law.

inventory 5. Incorrect Product or Order

If you receive a product that is materially different from the product ordered, the wrong scale/variant, or an incorrect item due to a fulfilment error by NACTRO3D, contact us within 48 hours of delivery.

Where the error is confirmed to be caused by NACTRO3D, we may arrange an appropriate replacement or refund and may cover reasonable return shipping costs associated with correcting the fulfilment error.

swap_horiz 6. Exchanges

Eligible standard products may be considered for exchange within 7 days of delivery, subject to availability and the condition of the returned product.

The requested replacement product must be available.
The original product must satisfy the applicable return condition requirements.
Any difference in product price or applicable shipping charges may need to be settled before the exchange is completed.
Custom or bespoke products are generally not eligible for exchanges unless the issue is caused by a manufacturing, fulfilment, or specification error by NACTRO3D.

block 7. Non-Returnable Items

Unless required otherwise by applicable law, the following categories are generally non-returnable:

Downloadable or digitally delivered 3D model files, including STL or OBJ files, once access or delivery has been provided.
Customized, personalized, or bespoke commission products once manufacturing or preparation has commenced.
Products intentionally damaged, modified, altered, repainted, repaired, or misused after delivery.
Products returned without required components or accessories where those components are necessary for the product.

This section does not remove your ability to contact NACTRO3D regarding products that are defective, damaged on arrival, incorrectly supplied, or otherwise covered by applicable consumer rights.

local_shipping 8. Return Shipping

Customer-Requested Returns Where a return is requested for a reason unrelated to a NACTRO3D error or product defect, the customer may be responsible for the return shipping cost.

NACTRO3D Error or Defect If the return is required because NACTRO3D supplied the wrong product or the product is confirmed defective, damaged, or materially incorrect, NACTRO3D may arrange courier collection or cover reasonable return shipping costs.

Return Condition Customers should package returned products reasonably securely to reduce the risk of damage during transportation.

payments 9. Refund Process

Approved refunds will be processed after the returned product has been received and assessed, where a physical return is required.

Refund Approval Once the returned product has been inspected, we will notify you whether the refund request has been approved.

Refund Method Approved refunds will normally be processed using the applicable refund method associated with the original payment, subject to the payment provider's capabilities and applicable banking/payment procedures.

Shipping Charges For customer-requested returns that are not caused by a NACTRO3D error or product defect, original shipping charges may not be refundable. Where the return is caused by a confirmed NACTRO3D fulfilment error or defective product, the applicable shipping costs may be included in the remedy.

schedule 10. Refund & Exchange Processing Time

Approved refunds and exchanges will normally be processed within 3–5 business days after the returned product has been received and the return has been approved.

After NACTRO3D processes a refund, the time required for the funds to appear in your account may depend on the relevant bank, payment gateway, card issuer, or other payment provider.

The 3–5 business day period refers to NACTRO3D's processing of an approved refund or exchange and does not guarantee the settlement time of an external financial institution.

cancel 11. Order Cancellation

If you need to cancel an order, contact NACTRO3D as soon as possible using the support contact details below.

Standard Products A cancellation request may be considered before the order has entered a stage where manufacturing, packing, or dispatch has materially commenced.

Custom Products Custom orders may involve design preparation, file processing, material preparation, printing, and other work shortly after approval. Once such work has commenced, cancellation and refund eligibility may be limited.

Orders Already Dispatched Once an order has been dispatched, cancellation may no longer be possible. The applicable return process may instead apply.

schedule_send 12. Pre-Orders

Pre-orders are subject to the product-specific terms displayed at the time of purchase.

If NACTRO3D is unable to fulfil a paid pre-order, the applicable amount paid for the unfulfilled order will be refunded.

Estimated production or delivery dates for pre-orders are not guaranteed unless expressly stated otherwise.

download 13. Digital Products

Where NACTRO3D provides downloadable digital 3D model files, such as STL or OBJ files, these products are generally non-returnable once the file has been made available for download or access.

If a digital file is corrupted, inaccessible, or materially different from what was purchased, please contact support so that we can investigate and, where appropriate, provide a corrected file or other appropriate remedy.

contact_page 14. How to Request a Return or Refund

Contact Support Contact us using the email address below and provide your order number.

Explain the Reason Clearly explain whether the request concerns a standard return, damaged item, defective item, wrong item, exchange, or another issue.

Provide Evidence Where Required For damaged, defective, or incorrect products, we may request photographs, videos, packaging images, or other information reasonably necessary to assess the claim.

Follow Return Instructions Do not send a product back before receiving return instructions from NACTRO3D unless we specifically instruct you to do so.

fact_check 15. Return Inspection

Returned products may be inspected to determine whether the applicable return conditions have been satisfied.

If a returned product does not satisfy the applicable eligibility requirements, the return or refund request may be declined, subject to applicable law.

This does not limit applicable consumer rights relating to defective, damaged, unsafe, or incorrectly supplied products.

support_agent 16. Contact Us

For return, refund, exchange, damaged-product, or order cancellation requests, please contact NACTRO3D using the following official support channels.

Email: support@nactro3d.com.lk

Phone / WhatsApp: +94 77 321 0141

Website: nactro3d.com.lk

update 17. Changes to This Policy

NACTRO3D may update this Refund & Return Policy from time to time to reflect changes to our products, services, operational procedures, or applicable legal requirements.

Updated versions will be published on this page together with a revised Effective Date.

This Refund & Return Policy should be read together with the NACTRO3D Terms & Conditions and Privacy Policy .