Complaints and returns
Valid from 1 October 2026
Not happy with your print? Here is how to complain about a defect and what you can expect from us.
1. What we are liable for
We are liable for the print being free of defects when you receive it: it matches the model you ordered and the material, colour and settings you chose.
If you are a consumer, you may complain about a defect that shows on the print within two years of receipt.
2. What is not a defect
We do not treat the following as defects:
- small support marks, visible layers and deviations of tenths of a millimetre, which belong to 3D printing,
- properties that come from the model itself: we print it as it is and do not guarantee that the part will serve the purpose you designed or chose it for,
- wear caused by ordinary use and damage you caused yourself.
3. How to make a complaint
Send the complaint by e-mail to info@matplace.com without undue delay after you find the defect. Please include:
- the order number,
- a description of the defect,
- photos that show the defect,
- the remedy you propose.
4. How we settle a complaint
We confirm receipt of the complaint by e-mail. We settle it without undue delay, within 30 days of receiving it at the latest, unless we agree on a longer period with you.
If the complaint is justified, we print the item again or repair the defect. If that is impossible or would be disproportionate, you may ask for a reasonable discount or withdraw from the contract. The discount or the refunded price is added to your credit.
On request, send or hand the defective print back to us; we give you the address while handling the complaint. If the complaint is justified, we reimburse the reasonable cost of sending it.
5. Parcel damaged in transit
Check the parcel when you receive it. If it is damaged, take photos of the packaging and the contents and write to us at info@matplace.com with the order number. We handle damage in transit like any other defect.
6. Cancelling an order and returning a print
You can cancel an order on its page until the print is finished. Before printing starts, all the credit comes back. If the print is already running, we charge the handling fee and the part already printed and return the rest.
Every print is made from your file or your settings. For goods made to the consumer's specifications the law gives no right to withdraw from the contract within 14 days without giving a reason (Section 1837(d) of the Czech Civil Code). We therefore do not take back a finished print that has no defects.
7. Out-of-court dispute resolution
If we cannot reach an agreement, a consumer may turn to the Czech Trade Inspection Authority (www.coi.cz, adr.coi.cz), which resolves consumer disputes out of court.
8. Contact for complaints
matplace s.r.o., company ID 22499008, registered office Rybná 716/24, Staré Město, 110 00 Prague 1, Czech Republic. E-mail: info@matplace.com.