Returns & Cancellation Policy | 3DMoose
Returns and Cancellations Policy
Enstitü OÜ (doing business as “3DMoose”) (the “Company”), a global provider of digital subscriptions and physical maker kits (collectively, the “Products”), values customer satisfaction and adheres to all applicable consumer protection laws, including the EU Consumer Rights Directive and the UK Consumer Rights Act 2015. This Returns and Cancellations Policy (“Policy”) sets forth the rights and obligations of Customers (“Users”) regarding the cancellation of subscriptions, withdrawal from contracts, and the return of physical Products.
1. Digital Subscriptions Cancellation:
Users may cancel any digital subscription at any time via the account dashboard or by contacting Customer Support. Cancellation becomes effective at the end of the current billing period. Upon cancellation, Users retain access to the subscribed content until the expiry of the paid term. No prorated refunds will be provided for partial periods, unless required by mandatory local consumer protection laws.
2. Right of Withdrawal for Distance Contracts:
For physical Products purchased online by consumers in the European Union, the United Kingdom, or any other jurisdiction granting a statutory withdrawal right, Users have the right to withdraw from the purchase within 14 calendar days from the date of delivery, without providing any reason. To exercise this right, Users must inform the Company of their decision via a clear statement (e.g., email to support@3dmoose.com) before the withdrawal period expires. The User is responsible for returning the Product to the Company’s registered address in its original, undamaged, and complete condition.
3. Return Conditions and Exceptions:
Returned physical Products must be unused, unaltered, and in their original packaging, including all accessories, manuals, and documentation. The right of withdrawal does not apply to Products sealed for health or hygiene reasons once unsealed by the User, digital content delivered immediately upon consent to waive the withdrawal right, bespoke or personalized Products, or any other exemptions under applicable law.
4. Return Procedure:
To initiate a return under this Policy, Users must:
- Contact support@3dmoose.com or use the online returns portal within the applicable period.
- Include order number, Product name, date of purchase, and reason for return.
- Ship the Product back to:
Enstitü OÜ (d/b/a 3DMoose)
Returns Department
Tartu maantee 67/1-13B, 10115 Tallinn, Estonia
5. Refunds and Processing:
Upon receipt and inspection of the returned Product, the Company will notify the User of acceptance or rejection of the return. If accepted, the Company will process the refund to the original payment method within 14 days of the return notification. Refund amounts will include the purchase price and standard shipping costs, where applicable, but may exclude additional fees for expedited delivery or optional services.
6. Shipping Costs:
Unless the return is due to a Company error or defective Product, the User is responsible for return shipping costs. The Company may provide a prepaid shipping label at its discretion. Original delivery charges are non-refundable, except where required by law.
7. Defective or Damaged Goods:
If a Product arrives damaged or is defective, Users must notify the Company within 30 days of delivery, providing photographic evidence and a description of the defect. The Company will, at its option, repair, replace, or refund the Product, including all shipping costs, at no additional charge to the User.
8. Non-Consumer Sales:
For business-to-business transactions, Users not qualifying as consumers have no statutory right of withdrawal and may return Products only in accordance with any explicit contractual terms agreed in writing with the Company.
9. Governing Law and Jurisdiction:
This Policy is governed by and construed in accordance with the laws of the Republic of Estonia. Any disputes arising under this Policy shall be subject to the exclusive jurisdiction of the courts of Tallinn, Estonia, unless mandatory local laws provide otherwise.
10. Contact Information:
For assistance with returns, cancellations, or questions regarding this Policy, please contact:
Enstitü OÜ (d/b/a 3DMoose)
Tartu maantee 67/1-13B, 10115 Tallinn, Estonia
Phone: +372 609 4167
Registration Code: 14850305
VAT Number: EE102444771
Email: support@3dmoose.com