Buyer Protection

Last modified: August 31, 2023
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FacFox Buyer Protection

FacFox Buyer Protection

At FacFox we do everything in our power to facilitate an environment where you can easily find a suitable manufacturing method so your parts can be produced quickly and at a high quality. FacFox Buyer Protection guarantees that your ordered parts will be delivered according to the specifications outlined in the order page, or those you agreed on with FacFox. If this is not the case, you are entitled to a refund or remake.

How it works

If you are unhappy with the order you received (or if you did not receive the order), you MUST contact FacFox within 3 working days after package arrival (package received) or 30 natural days after shipment (package never arrives). This will lead the order to the status “aftersale”.

Aftersale Resolution

During an aftersale, FacFox will work with you to resolve the issue. Depending on the details provided, if we find the cause of the issue was not from your side, you’ll be eligible for refund/remake/repair, here’re the possible aftersale resolutions and corresponding criterias:

Resolution Description Criteria (AND)
Partial Refund A partial refund may be granted if the product is not defective but does not meet your expectations. For example, if the product is the wrong size or color, you may be eligible for a partial refund. The amount of the refund will be determined on a case-by-case basis. 1. Some of the parts are wrong or partially defected and cannot be repaired, a refund/remake is requested by user

2. Shipping priority IS NOT “Cheap” or “Slow”

3. Partial refund can be processed with either direct payment return or account credits for future orders

Remake A remake may be granted if the product is defective. In this case, FacFox will produce a new product that meets your specifications. The remake will be free of charge.
Full Refund A full refund may be granted if the product is defective and cannot be remade. In this case, FacFox will refund the full amount of your purchase. 1. Defective part that cannot be repaired or whole order was in wrong specification.

2. Shipping priority IS NOT “Cheap” or “Slow”

3. Full refund can be processed with either direct payment return or account credits for future orders

Free Repair If you are not satisfied with the product and would like to return it for repair, FacFox will repair the parts and ship it back to you free of any charge. 1. Defective part can be repaired and repairing is requested by user

2. Shipping priority IS NOT “Cheap” or “Slow”

Paid Repair If FacFox is not responsible for the issue, but you are not satisfied with the product and not would like to return it for repair, you will be responsible for the cost of shipping the product back to us and the cost of shipping back to you. 1. User not eligible for refund/remake/free repair (for example, user chose “Cheap/Slow” postage service)

2. User requested a paid repair

Direct case closure If FacFox is not responsible for the issue and user doesn’t accept any paid repairing service. 1. User not eligible for refund/remake/free repair (for example, user chose “Cheap/Slow” postage service)

2. User doesn’t want paid repair

What are the limitations of buyer protection?

We DO NOT provide refunds if:

  • The uploaded drawings of ordered items have violated our user terms and were detected after the parts are manufactured, for example, the uploaded parts are confirmed as components of weapons or weapon similarities.
  • The date of issued report has passed due date: 3 working days after package arrival (package received) or 30 natural days after shipment (package never arrives).
  • The product has been used, altered, or damaged by you after you’ve received the shipment. (That means repairing without notifying us or without our guidance is not recommended.)
  • The order is marked as ‘Make Anyway’.
  • The shipping priority is “Cheap” in Manual Quote or “Slow” in Insta3DP (Instant Quote)

How to contact FacFox

If you have any questions about buyer protection, please contact FacFox customer support. We are always here to help you.

See also the Refund Rules and Return Policy!

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