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Returns and Delivery Policy

Last updated: 25/01/2026

  1. PURPOSE AND SCOPE

This returns and delivery policy applies to all orders placed on the website www.symbio3d.com by private customers (consumers) and business customers.

This policy complies with French legislation in force, in particular the French Consumer Code and the Hamon Law No. 2014-344 of 17 March 2014.

SYMBIO3D is a company specialising in 3D printing, offering its services to private individuals and businesses.

  1. DELIVERY

2.1 Delivery Times

For private and business customers:

  • We undertake to deliver your orders within 5 to 20 working days of the validation of your order
  • This time frame may vary depending on the complexity of the parts to be printed and the volume of orders in progress
  • For urgent orders, please contact us beforehand to confirm feasibility
 
 

Maximum legal time frame: In accordance with Article L.138-1 of the French Consumer Code, in the absence of a specific date, delivery will take place within a maximum of 30 days following the order.

2.2 Delivery Areas

  • Mainland France : Standard delivery
  • French Overseas Territories (DOM-TOM) : Delivery available with additional charges
  • European Union : Delivery available, please contact us beforehand
 
 

2.3 Delivery Charges

  • Standard delivery to mainland France : communicated before validation of your order
  • Standard delivery to the European Union and Switzerland: communicated before validation of your order
  • Express delivery : communicated before validation of your order
 
 

2.4 Delivery Methods

Parcels are shipped by approved carriers (Mondial Relay, TNT, UPS) with tracking.

2.5 Transfer of Risk

In accordance with Article L.216-4 of the French Consumer Code, risk is transferred at the moment when you, or a third party designated by you (other than the carrier), take physical possession of the goods.

2.6 Late Delivery

In the event of a delivery delay beyond the announced time frame:

  1. We will inform you by email
  2. You may request the cancellation of your order
  3. We will issue a refund within 14 days in accordance with the terms set out in Article 6
 
 

2.7 Non-Conformity and Remedies

If you receive a non-conforming or defective product:

  • Reporting : Contact us within 48h of receipt
  • Legal guarantee of conformity : 2 years from delivery
  • Proposed solutions : Repair, replacement or refund, depending on the situation
 
 
  1. RIGHT OF WITHDRAWAL (CONSUMERS ONLY)

3.1 General Principle

In accordance with Articles L.221-18 et seq. of the French Consumer Code, consumers have a right of withdrawal of 14 days from receipt of the product, without having to give any reason or pay any penalty.

3.2 Starting Point of the Period

The 14-day period runs:

  • From the day after the consumer receives the goods
  • For several goods delivered separately: from receipt of the last item
  • If the period expires on a Saturday, Sunday or public holiday, it is extended to the next working day
 
 

3.3 Information on the Right of Withdrawal

If we fail to inform you of your right of withdrawal, the period is extended by 12 months from the end of the initial period.

  1. RETURN CONDITIONS

4.1 Condition of the Product

To be accepted, the returned product must be:

  • Unused and in its original condition
  • Complete with all its accessories and packaging
  • Undamaged by any handling other than that necessary to establish its nature and characteristics
 
 

4.2 Liability in the Event of Deterioration

You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and proper functioning of the goods.

4.3 Products Excluded from the Right of Return

In accordance with Article L.221-28 of the French Consumer Code, the following are excluded from the right of withdrawal:

  • Personalised products or products clearly personalised to your specifications
  • Custom-made parts or parts specially programmed for you
  • Made-to-order products outside the standard catalogue
 
 
  1. RETURN PROCEDURE

5.1 Withdrawal Declaration

Step 1: Inform us of your decision to withdraw by sending us:

  • The attached withdrawal form (recommended)
  • Or a written statement of your choice

Contact methods:

 
 

5.2 Returning the Product

Step 2: You must return the product:

  • Deadline : No later than 14 days after informing us of your withdrawal
  • Address : SYMBIO3D - Service Retours - 45 lot les 2 Roses 84700 Sorgues
  • Packaging : Careful, to avoid any damage during transport
  • Registered mail : Shipment by registered mail with acknowledgement of receipt
 
 

5.3 Return Authorisation Number

A return authorisation number will be provided to you when you make your declaration. This number must appear on the returned parcel.

  1. REFUNDS

6.1 Refund Time Frame

We will issue the refund no later than 14 days after:

  • The date on which we are informed of your decision to withdraw
  • Or receipt of the returned goods (if they must be sent back to us)
 
 

6.2 Refund Methods

The refund will be made using the same means of payment as that used for the original purchase, unless you expressly agree to another means that does not incur any charges.

6.3 Amount Refunded

We will refund:

  • The full price of the product
  • Standard delivery charges (if you chose express delivery, only the standard charges will be refunded)

6.4 Return Costs

General principle: Return costs are your responsibility.

Exceptions (costs covered by SYMBIO3D):

  • Defective or non-conforming product
  • Error on our part in preparing the order
  • If we failed to mention that return costs were your responsibility
 
 

6.5 Late Refund

If the refund is delayed beyond 14 days, the sums due will be increased at the statutory interest rate in accordance with Article L.242-4 of the French Consumer Code.

  1. SPECIFIC PROVISIONS FOR BUSINESS CUSTOMERS

7.1 Limited Right of Withdrawal

Business customers only benefit from the right of withdrawal in the cases provided for by Article L.221-3 of the French Consumer Code:

  • Contracts concluded off-premises
  • The subject of the contract does not fall within the scope of the main business activity
  • The business employs no more than 5 employees
 
 

7.2 Commercial Terms

For business customers, outside the legal cases of withdrawal:

  • No legal right of withdrawal
  • Possibility of a commercial agreement after review of the case
  • Returns possible only in the event of a defect or non-conformity
 
 

7.3 Guarantees for Business Customers

Business customers benefit from:

  • The legal guarantee of conformity (2 years)
  • The guarantee against hidden defects
  • An 8-day inspection period after receipt
 
 
  1. EXCLUSIONS AND LIMITATIONS

8.1 Cases Excluded from Return

The following cannot be returned:

  • Personalised or custom-made products
  • Parts that have been modified after delivery
  • Products damaged by improper use
  • Perishable goods or goods with a limited lifespan
 
 

8.2 Excessive Use

In the event of excessive use of the goods going beyond simple inspection, we reserve the right to apply a deduction to the refund.

8.3 Abuse of the Right of Withdrawal

We reserve the right to refuse abusive or repeated returns from the same customer.

  1. DISPUTES AND MEDIATION

9.1 Amicable Settlement

In the event of a dispute, we invite you to contact us first to seek an amicable settlement.

9.2 Mediation

In accordance with Article L.616-1 of the French Consumer Code, we are a member of the following mediation service:
[Name of mediator to be completed]

9.3 European Platform

You may also use the online dispute resolution platform: https://ec.europa.eu/consumers/odr/

  1. MODEL WITHDRAWAL FORM

For the attention of SYMBIO3D:
[Email address: contact@symbio3d.com]
45 lot les 2 Roses 84700 Sorgues

I/We () hereby notify you () of my/our (*) withdrawal from the contract for the sale of the goods below:

Ordered on: [Order date] / Received on: [Date of receipt] (*)

Name of consumer(s): ________________

Address of consumer(s):

Order number: ________________

Product description: ________________

Reason for return (optional): ________________

Date: ________________

Signature of consumer(s):
(only if this form is notified on paper)

(*) Delete as appropriate.

  1. CONTACT

SYMBIO3D Customer Service

  • Email: contact@symbio3d.com
  • Telephone: +33(6)13712949
  • Address: 45 lot les 2 Roses 84700 Sorgues
  • Opening hours: Monday to Friday, 9 a.m. to 5 p.m.
 
 

Returns Department

 
 

This returns and delivery policy may be modified at any time. The applicable version is the one in force at the time your order is placed.

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