REFUND POLICY

Refunds for Digital 3D Files

Our Refund Policy explains when a refund may be available for digital 3D printable decor files purchased from DeCorelle and how to submit a refund request.

Digital Product Notice

DeCorelle sells digital 3D printable decor files. Unless a product listing specifically states otherwise, your purchase does not include a physical decor item, 3D printer, filament, tools, or hardware.

Refund Eligibility

Because digital products are delivered electronically, refunds are considered based on the circumstances of the order. A refund may be available when a genuine product or delivery issue prevents you from reasonably accessing or using the purchased digital file.

Potentially Eligible

The purchased file is materially different from the product description or listing.
The delivered file is corrupted or incomplete and cannot be reasonably replaced.
A confirmed technical issue prevents access to the purchased file and reasonable troubleshooting does not resolve it.
A duplicate charge or duplicate order was processed for the same digital product.
Another material order or delivery error occurred and cannot be reasonably corrected.

Reviewed Case by Case

Requests involving compatibility with specific printers, slicers, software, or hardware.
Requests based on printing results that may depend on printer settings, materials, calibration, or user setup.
Requests where the file has already been downloaded and the reason for refund is unrelated to a product or delivery issue.

When a Refund Is Generally Not Available

A refund is generally not available for circumstances that do not indicate a product, order, or delivery issue.

Change of mind after purchasing or downloading a digital file.
The customer expected a physical decor product instead of a digital 3D file.
The customer's printer, slicer, software, filament, or hardware is incompatible with the file.
Unsatisfactory printing results caused by printer settings, calibration, materials, supports, scaling, or other user-side conditions.
Failure to review the product description, file format, dimensions, license, or technical information before purchase.
The digital file has been downloaded successfully and no qualifying product or delivery issue is identified.
Requests caused by unauthorized sharing, redistribution, resale, or other prohibited use of the digital file.

Technical or File Issues

If you experience a problem with a purchased 3D file, please contact us before requesting a refund. We may first provide a replacement file, updated download, or reasonable troubleshooting assistance when appropriate.

First Step: Troubleshooting

Please confirm that you are using the correct file, compatible software, and an appropriate workflow for your intended 3D printing project.

How to Request a Refund

Please follow the steps below so we can review your request efficiently.

Contact DeCorelle

Submit your refund request through our Contact page.

Provide Order Details

Include your order number, purchase email address, product name, and the date of purchase.

Explain the Issue

Clearly describe the reason for your request and explain what happened with the digital 3D file or delivery.

Provide Supporting Information

If applicable, provide relevant screenshots, error messages, or other information that helps us understand the issue.

Allow Review

We will review the order and circumstances of the request and may contact you if additional information is required.

Refund or Resolution

If the request is approved, the applicable refund will be processed through the original payment method where reasonably possible. When appropriate, we may offer a replacement or other reasonable resolution instead.

Refund Processing

Approved refunds are normally sent through the original payment method used for the order. The time required for the funds to appear in your account may depend on the payment provider or financial institution.

DeCorelle does not control the processing time of third-party payment providers after a refund has been submitted.

Original Payment Method Refunds are processed using the applicable payment method associated with the order.

Processing Time Additional processing time may apply depending on the payment provider and financial institution.

Contact Us

If you have questions about a digital 3D file, download issue, order, or refund request, please contact DeCorelle before opening a payment dispute whenever possible. We will review the issue and work toward an appropriate resolution based on the order details and applicable policies.

Contact DeCorelle