Refund policy

Return & Refund Policy

This Return & Refund Policy complies with European Union consumer law and the French Code de la consommation.

1. Right of Withdrawal (EU Consumers)

In accordance with Article L221‑18 of the French Code de la consommation and Directive 2011/83/EU, consumers have a 14‑day right of withdrawal for most distance purchases made on our website.

This means that, for eligible products, you may change your mind and withdraw from the purchase within 14 days from the day after:

You, or a third party designated by you (other than the carrier), receive the product; or
In the case of multiple goods ordered in a single order and delivered separately, the day after you receive the last product.

To exercise your right of withdrawal, you must notify us of your decision within the 14‑day period (see “How to exercise your right of withdrawal” below).

Exceptions – Custom and Personalised Products

In accordance with Article L221‑28 of the French Code de la consommation, the right of withdrawal does not apply to:

“Goods made to the consumer’s specifications or clearly personalized.”

For Voidborn Prints, this concerns in particular:

Custom commissions based on your specific request (e.g. non‑catalog designs or special terrain layouts created just for you),
Products printed with custom dimensions, logos, text, or details that are not part of our standard catalog and are made specifically at your request.

When a product falls under this exception and is not eligible for the right of withdrawal, this will be clearly indicated on the relevant product page and/or during the order process.

Our standard catalog products (e.g. regular ruins, bundles, competitive sets printed from our usual files) are not treated as personalised and therefore remain subject to the 14‑day withdrawal right.

2. How to Exercise Your Right of Withdrawal

If your order is eligible for the right of withdrawal and you wish to cancel it:

Notify us within 14 days of receiving your product(s) by email at:
contact@voidbornprints.com
Please clearly state:
- Your name
- Your order number
- The product(s) you wish to return
- Your intention to withdraw from the purchase
After we acknowledge your request, you must return the product(s) within 14 days to the address we provide.
Products must be returned:
- In their original condition and packaging
- Unpainted, unmodified, and unassembled (beyond what is necessary to inspect the product)
- With all included parts

Unless otherwise stated, return shipping costs are at your expense. You are responsible for choosing appropriate packaging and a tracked shipping method, as you remain liable for the goods until we receive them.

In accordance with Article L221‑23 of the French Code de la consommation, if the product has been used or shows signs of deterioration beyond what is necessary to check its nature, characteristics and proper functioning, we may apply a depreciation deduction to the refund.

3. Refunds Following Withdrawal

Once we receive the returned products and verify their condition:

We will refund the price of the product(s) and, where applicable, the initial standard delivery costs (if paid), in accordance with Article L221‑24 of the French Code de la consommation.
If you chose a more expensive delivery method than the standard one offered, the additional cost will not be refunded.
Refunds are made to the original payment method used for the order, within 5–10 business days, depending on your payment provider.

We may delay the refund until we have received the goods or until you have provided proof of shipment, whichever is earlier.

4. Defective, Damaged or Incorrect Products

If your product is defective, damaged on delivery, or does not correspond to what you ordered, you benefit from the legal guarantee of conformity (Articles L217‑3 to L217‑20 of the French Code de la consommation) and the legal guarantee against hidden defects (Articles 1641 to 1649 of the French Civil Code).

Due to the nature of FDM 3D printing, please note that:

Fine layer lines,
Slight surface irregularities,
Minor variations in texture or dimensions

are normal characteristics of 3D‑printed products and do not in themselves constitute a defect.

If you believe your product is truly defective or non‑conforming (for example, broken on arrival, missing parts, or a major print error):

Contact us at contact@voidbornprints.com within 7 days of delivery.
Provide:
- Your order number
- A description of the problem
- Clear photos of the product and the packaging

Depending on the situation and applicable law, we will offer:

A replacement product, or
A refund if replacement is not possible or would be disproportionate.

This is without prejudice to your statutory rights.

5. Legal Guarantee Against Hidden Defects

In accordance with Articles 1641 to 1649 of the French Civil Code, you may also benefit from the legal guarantee against hidden defects (garantie des vices cachés) if a hidden defect makes the product unfit for its intended use, or so diminishes its use that you would not have bought it, or would have paid a lower price, had you known.

If you believe your product suffers from a hidden defect, please contact us at contact@voidbornprints.com with full details of the issue.

6. Shipping Damage

All items are carefully packaged for shipment.

If a product is damaged during transport:

Inform the carrier (if possible) at the time of delivery and note any reservations on the delivery slip.
Contact us at contact@voidbornprints.com within 7 days of delivery with photos of:
- The damaged product(s)
- The outer packaging
- The shipping label

We will work with you to assess the situation and may assist with carrier claims and/or arrange a replacement or refund depending on the circumstances.

7. Non-Returnable Items

The following items cannot be returned (outside cases of defect or non‑conformity):

Custom or personalised products (as defined in Section 1),
Products that have been assembled, modified, glued, or painted by you,
Products that are not in their original condition or are incomplete, and whose deterioration results from handling other than what is necessary to establish their nature, characteristics and proper functioning.

8. Refund Processing

Once a refund (following withdrawal or for a defective product) is approved:

We will process the refund to the original payment method used for the order.
Processing typically takes 5–10 business days, depending on your payment provider and bank.

If you have not received your refund after this time, please first check with your bank or payment provider. If the issue persists, contact us at contact@voidbornprints.com.