We want you to inspect your order when it arrives. Because filament is a consumable material whose condition can change through handling, storage and use, the following return conditions apply.

Change-of-mind returns

If you are a UK consumer, you may notify us that you wish to cancel an eligible online order within 14 days of receiving it. You then have a further 14 days to return the item.

To request a return, email contact@softtracestudio.com with:

your name and order number;

the item you wish to return; and

photographs showing the item, packaging and remaining filament where relevant.

Please wait for return instructions before sending an item. Returns sent to an unauthorised address may be delayed or returned to the sender.

Unused filament only

We do not offer voluntary returns or exchanges for filament that has been used or materially altered after delivery.

Filament will be treated as used if it has been:

loaded into a printer, feeder or filament-changing system;

cut, printed, heated, dried or processed;

substantially uncoiled or rewound;

exposed to moisture, dust, oils, adhesives or other contaminants;

stored contrary to the supplied instructions;

mixed with other material; or

returned incomplete, damaged or in a condition that cannot reasonably be resold as new.

Opening the external packaging only to inspect the product does not automatically remove a UK consumer’s statutory cancellation right. However, handling the filament beyond what is reasonably necessary to establish its nature and basic characteristics may reduce its value.

Where the law permits, we may reduce the refund—potentially by the full product price—to reflect any loss in value caused by unnecessary handling or use. As loaded, cut or printed filament cannot normally be resold as new, such use may result in a substantial or complete deduction from the refund.

Return condition

To qualify for a full change-of-mind refund, an item must be:

unused and unaltered;

complete and returned with all supplied components;

securely packaged;

in its original condition; and

accompanied by proof of purchase.

We may inspect and weigh returned filament before approving a refund. We reserve the right to reject voluntary returns that do not meet these conditions, subject always to any statutory rights that apply.

Return costs and responsibility

Unless the item is faulty, damaged on arrival, incorrect or not as described, the customer is responsible for all return-delivery costs.

The customer is responsible for the item until it is received by us. We strongly recommend using an insured and tracked delivery service. We are not responsible for returns that are lost or damaged in transit.

Original express, priority or upgraded delivery charges are not refundable. Where required by law, we will refund only the cost of our least expensive standard delivery option.

Custom, sample and business orders

The following are not eligible for change-of-mind returns unless we agree otherwise in writing or the item is faulty or not as described:

custom-made or clearly personalised objects;

custom colours or filament formulations;

materials produced or cut to an individual specification;

commissioned prototypes and small-batch production;

opened or used test-filament coils;

clearance, seconds or experimental materials where the relevant condition was disclosed before purchase; and

orders placed wholly or mainly for business purposes.

Selecting a standard product option does not necessarily make an item custom-made. Any statutory rights that cannot legally be excluded remain unaffected.

Print results and suspected faults

A failed print does not by itself establish that the filament is faulty. Print results may be affected by the printer, feeder, nozzle, settings, geometry, storage, moisture, ambient conditions and calibration.

Before requesting a remedy, we may ask for reasonable diagnostic information, including:

photographs or video of the issue;

the product batch number;

printer and nozzle details;

temperature, speed, flow and cooling settings;

storage and drying information; and

a sample or the unused balance of the material for inspection.

We are not responsible for problems caused by unsuitable equipment, automatic feeding systems, incorrect settings, improper storage, contamination, modification or failure to follow the current TraceMatter™ guidance.

This does not affect your rights where the product itself is faulty, not as described or not of satisfactory quality.

Faulty, damaged or incorrect items

If an item arrives damaged, incorrect or appears to be faulty, contact contact@softtracestudio.com promptly with your order number and supporting photographs.

We may inspect or test the item before confirming the appropriate remedy. Depending on the circumstances and applicable law, we may offer troubleshooting, repair, replacement, a price reduction or a refund.

Where the item is confirmed to be faulty, damaged on arrival, incorrect or not as described, we will cover reasonable return costs where required.

Refunds

Approved refunds will be issued to the original payment method.

For an eligible consumer cancellation, we may withhold the refund until we have received the returned goods or evidence that they have been sent back. Refunds will normally be processed within 14 days of that point.

We do not provide automatic exchanges. If you would like a different item, please return the eligible item and place a new order.

Statutory rights

Nothing in this policy excludes or restricts any consumer right that cannot lawfully be excluded.