Refund policy

Refund and Returns Policy

At 3D Glow, your satisfaction is our priority. We work with the utmost care and attention to ensure that the products we ship are exactly what you expect. However, we understand that unforeseen situations may occur, and we want your experience with us to be as transparent as possible.

1. Exclusion of the Right of Withdrawal (Personalized Items)
Due to the strictly personalized nature of our products (such as custom-made 3D printed lamps with specific names or designs), we do not accept returns, exchanges, or cancellations due to a change of mind once the order has entered production. Please carefully double-check all customization details before completing your order.

2. Defective, Damaged, or Incorrect Orders
If there is any manufacturing defect, material error, or if your product arrives damaged due to transportation, please contact us within 14 days of receiving the item at geral@3dglow.pt. 3D Glow commits to resolving any non-conformity that occurs due to our fault.

3. Repair or Replacement Process
If a defect or error on our part is confirmed, we will repair or replace the item at no additional cost to you:
• How to request: Send an email to geral@3dglow.pt indicating your order number and describing the issue.
• Evidence: Please attach clear photos or a short video demonstrating the defect or error.
• Shipping Costs: If the error is our responsibility, all return and reshipping costs will be fully covered by us. If the issue is due to a customer error (e.g., incorrect spelling of a name at checkout), the customer will be responsible for the shipping fees.

4. Unclaimed and Returned Orders
If an order is returned to our warehouse because delivery was impossible or because it was not picked up from the post office within 5 business days, the customer will be notified. The customer has a maximum of 60 days from the notification date to request reshipping (covering the new delivery costs) or to opt for free pickup at our warehouse in Mealhada. After this 60-day period without instructions or payment, personalized products will be forwarded to internal stock management, without any possibility of a refund.

Last updated: 07/07/2026