Refund policy

Returns, withdrawal from the contract and complaints

The seller is Mensa Poland Sp. z o.o. (Mensa3d), ul. Jasińska 13, 62-020 Swarzędz, Poland, NIP 7772791347, KRS 0000215937, REGON 634610638. Contact for returns and complaints: hello@mensa3d.com, tel. +48 514 313 477 (Mon.–Fri. 9:00–17:00).

Return address:
Mensa Poland Sp. z o.o.
ul. Jasińska 13, 62-020 Swarzędz, Poland

1. Statutory right of withdrawal — 14 days

If you are a consumer or an entrepreneur with consumer rights (przedsiębiorca na prawach konsumenta under Polish law), you may withdraw from a contract concluded at a distance without giving any reason within 14 days of the day on which you took possession of the goods (or on which a third party other than the carrier took possession of them). If an order covers several goods delivered separately, the period runs from receipt of the last of them.

To meet the deadline it is enough to send your statement before it expires — to hello@mensa3d.com or by post to the return address. You may use the model form in point 6, but this is not compulsory; any unequivocal statement is sufficient.

We do not require approval of a return or an RMA number. Sending the goods back without contacting us first does not deprive you of your right of withdrawal — we only ask for a prior message so that we can handle it faster.

The original packaging and labels are not a condition of withdrawal. Under Article 34(4) of the ustawa o prawach konsumenta (the Polish Consumer Rights Act) you are liable only for any diminished value of the goods resulting from handling them beyond what is necessary to establish their nature, characteristics and functioning. You may look at the filament and check the spool and the label. Please keep the packaging if you can — it makes safe transport easier — but it is not required.

Reduced-price and sale goods may be returned on the same terms as goods at the regular price.

2. Effects of withdrawal — refund

We will refund all payments received from you, including the cost of delivery (except for any additional costs resulting from your choice of a delivery method other than the cheapest standard method we offer), without undue delay and no later than within 14 days of the day on which we receive your statement of withdrawal.

The refund is made using the same means of payment that you used, unless you expressly agree to another arrangement; in no case will you incur any fees on this account. We may withhold the refund until we receive the goods or until you supply proof of having sent them back — whichever occurs first.

Please send the goods back without undue delay and no later than 14 days from the day of withdrawal. You bear the direct cost of returning the goods.

3. When the right of withdrawal does not apply

Under Article 38 of the ustawa o prawach konsumenta (the Polish Consumer Rights Act), the right of withdrawal does not apply, among other things, to goods manufactured to your specification or clearly personalised (for example filament cut or re-spooled to order, or a colour mixed to order), and to goods supplied in a sealed package which cannot be returned once opened for reasons of health protection or hygiene. Standard Porima filament spools in their factory vacuum packaging are covered by the full right of withdrawal, including after the packaging has been opened.

4. Complaints — goods not in conformity with the contract (rękojmia)

Independently of the right of withdrawal, we are liable to a consumer for the conformity of the goods with the contract on the terms of Chapter 5a of the ustawa o prawach konsumenta (the Polish Consumer Rights Act), for 2 years from delivery of the goods. If the goods are not in conformity with the contract, you may demand their repair or replacement and, where this is impossible or would involve excessive cost, you may make a statement seeking a reduction of the price or withdrawal from the contract.

Submit a complaint to hello@mensa3d.com, giving your order number, a description of the non-conformity and what you are asking for. We consider complaints within 14 days of receiving them. We cover the cost of delivering the goods to which the complaint relates.

Please check the parcel on receipt and contact us immediately if the goods are damaged or defective or if you have received the wrong product — we will replace it or refund you, and we cover the shipping costs.

5. Out-of-court dispute resolution

Please send any comments and complaints in the first instance to hello@mensa3d.com — the great majority of matters can be settled directly and quickly.

If we do not reach agreement, as a consumer you have the right to use out-of-court procedures for handling complaints and pursuing claims. In particular, you may seek free assistance from the miejski lub powiatowy rzecznik konsumentów (the municipal or district consumer ombudsman) or from a social organisation whose statutory tasks include consumer protection, and you may also apply for mediation or for resolution of the dispute to the competent wojewódzki inspektorat Inspekcji Handlowej (the regional inspectorate of the Trade Inspection Authority). The list of entities authorised to resolve consumer disputes out of court, together with detailed information on the available procedures, is maintained by the Urząd Ochrony Konkurencji i Konsumentów (UOKiK, the Polish Office of Competition and Consumer Protection).

Use of these procedures is voluntary and requires the consent of both parties.

Please note: the European online dispute resolution platform (ODR) has been discontinued under Regulation (EU) 2024/3228 — from 20 March 2025 it no longer accepted new complaints, and on 20 July 2025 it ceased operating. Earlier references to that platform are no longer current.

6. Model withdrawal form

(complete and return this form only if you wish to withdraw from the contract)

To: Mensa Poland Sp. z o.o., ul. Jasińska 13, 62-020 Swarzędz, Poland, hello@mensa3d.com
– I/We(*) hereby give notice that I/we(*) withdraw from my/our(*) contract of sale of the following goods: ..........
– Order number: ..........
– Date of conclusion of the contract / of receipt: ..........
– Name of consumer(s): ..........
– Address of consumer(s): ..........
– Account number for the refund: ..........
– Signature of consumer(s) (only if this form is sent on paper): ..........
– Date: ..........
(*) Delete as appropriate.

7. Additional contractual return guarantee — 30 days

Over and above our statutory obligations, we give you 30 days to return unused goods in undamaged packaging. This is a contractual right, granted voluntarily by us, and it in no way limits or replaces the statutory right of withdrawal under point 1 or your rights in respect of non-conformity of the goods with the contract under point 4.