Refund policy

RETURN AND REFUND POLICY

This policy applies to purchases made through the ALCEDO PRINT online store, operated by Industrijsko oblikovanje, Jan Horvat, s.p.

STANDARD PRODUCTS

Consumers have the right to withdraw from the purchase of a standard or non-personalized product within 14 days of receiving the product, without providing a reason.

The customer must notify us of the withdrawal by email at:

alcedo-print@alcedoatis.com

After notifying us of the withdrawal, the customer must return the product no later than 14 days later to:

Industrijsko oblikovanje, Jan Horvat, s.p.
Rogaška cesta 61A
2250 Ptuj
Slovenia

The direct cost of returning the product is borne by the customer, unless the return is due to a defect, damage, or lack of conformity for which the seller is responsible.

The customer is liable for any reduction in the value of the product resulting from handling the product beyond what is necessary to establish its nature, characteristics, and functioning.

Refunds will be processed in accordance with applicable law. We may withhold the refund until we receive the returned product or until the customer provides proof that the product has been sent back.

PERSONALIZED AND CUSTOM-MADE PRODUCTS

The 14-day right of withdrawal does not apply to products that are made according to the customer's specifications or are clearly personalized to the customer's individual requirements.

Such products include, but are not limited to:

– 3D printed products made from a file, drawing, model, or dimensions provided by the customer,
– products containing a name, text, logo, or other personalization,
– products made in special dimensions or color combinations selected by the customer,
– other products manufactured specifically for an individual order and customized for the customer.

This does not limit the customer's rights in the case of a damaged, incorrectly manufactured, or otherwise non-conforming product.

COMPLAINTS AND DAMAGED PRODUCTS

If the customer receives an incorrect, damaged, or non-conforming product, they should contact us as soon as possible at:

alcedo-print@alcedoatis.com

Please include the order number and, if possible, photographs showing the product and the issue.

Valid complaints will be handled in accordance with applicable law.