Refund policy
Returns and Refunds Policy
Filament Corporation Limited trading as Filacorp
Last updated: 11/06/2026
1. Introduction
This Returns and Refunds Policy applies to filament products sold by Filament Corporation Limited, trading as Filacorp.
This Policy applies to purchases made through our online store, physical store, quotations, invoices, email, telephone, authorised representatives, and other approved sales channels.
This Policy covers filament only. It does not apply to 3D printers, electronics, resin, resin printers, machinery, or other non-filament products unless expressly agreed in writing.
This Policy applies to both:
a. B2C Customers, meaning consumers purchasing for personal use outside their trade, business, craft, or profession; and
b. B2B Customers, meaning businesses, companies, traders, organisations, schools, institutions, resellers, manufacturers, or other customers purchasing for business, commercial, educational, professional, or institutional purposes.
Nothing in this Policy affects mandatory rights that cannot be excluded under Maltese or EU law.
2. Filament Is a Moisture-Sensitive Consumable
Filament is a consumable product that can be affected by moisture, air exposure, humidity, storage conditions, handling, printer settings, and user error.
For this reason, non-defective filament must be returned sealed, unused, unopened, undamaged, complete, and in original resaleable condition, except where mandatory consumer law provides otherwise.
Opened, unsealed, used, partially used, wet, moisture-exposed, brittle, tangled, contaminated, damaged, or improperly stored filament may be refused or refunded at a reduced value where permitted by law.
3. B2C Online Purchases: 14-Day Withdrawal Right
If you are a B2C Customer and you purchased goods online, by phone, by email, or through another distance/off-premises sales method, you may have a legal right to cancel your order within 14 calendar days without giving a reason.
For goods, the 14-day period normally begins on the day you, or a person you nominated other than the carrier, receive the goods.
To exercise this right, you must notify Filacorp clearly in writing before the 14-day period expires.
You can notify us by email at:
Your notice should include:
a. your name;
b. order number;
c. invoice number, if available;
d. product being returned;
e. delivery date;
f. contact details; and
g. a clear statement that you wish to withdraw from the contract.
You may use the model withdrawal form at the end of this Policy, but it is not mandatory.
4. Return Deadline After B2C Withdrawal
After notifying us that you wish to withdraw from an online/distance B2C purchase, you must send back or return the goods without undue delay and no later than 14 calendar days from the day you notified us of withdrawal, unless applicable law provides otherwise.
You are responsible for the direct cost of returning non-defective goods unless Filacorp agrees otherwise in writing or applicable law requires otherwise.
5. Condition of Goods Returned Under B2C Withdrawal
For a full refund, goods should be returned:
a. unused;
b. unopened where possible;
c. sealed where possible;
d. undamaged;
e. complete;
f. in original packaging;
g. with original labels and batch numbers intact;
h. with vacuum seal, desiccant, and protective packaging intact where possible; and
i. in resaleable condition.
Because filament is moisture-sensitive, opening the packaging, breaking the vacuum seal, removing the desiccant, exposing the spool to air or humidity, or mishandling the filament may reduce its value and quality.
If returned filament is opened, unsealed, used, partially used, moisture-exposed, wet, brittle, tangled, contaminated, damaged, missing labels, missing packaging, or otherwise handled beyond what is necessary to establish its nature, characteristics, and basic appearance, Filacorp may reduce the refund to reflect diminished value, up to the full value of the goods where permitted by law.
This does not affect your rights if the goods are defective, incorrect, or non-conforming.
6. Physical Store Purchases
The 14-day online/distance withdrawal right does not normally apply to purchases made in Filacorp’s physical store.
Non-defective goods purchased in-store may be returned only at Filacorp’s discretion and only if:
a. Filacorp approves the return;
b. the goods are returned within 14 calendar days of purchase, unless otherwise agreed;
c. the goods are unused;
d. the goods are unopened and sealed;
e. the goods are undamaged;
f. the goods are complete;
g. original packaging, vacuum seal, desiccant, labels, and batch numbers are intact; and
h. the goods are in resaleable condition.
This does not affect mandatory rights for defective, incorrect, or non-conforming goods.
7. B2B Returns
B2B returns are accepted only with Filacorp’s prior written authorisation.
For non-defective B2B returns, goods may be accepted only if:
a. the return is requested within 14 calendar days of delivery, collection, dispatch, or fulfilment, as applicable;
b. Filacorp approves the return in writing;
c. the goods are sealed, unused, unopened, undamaged, and complete;
d. original packaging, vacuum seal, desiccant, labels, and batch numbers are intact; and
e. the goods are in resaleable condition.
B2B Customers are responsible for non-defective return shipping costs and return shipping risk.
Filacorp may refuse any B2B return that is opened, unsealed, used, partially used, wet, moisture-exposed, brittle, tangled, contaminated, damaged, missing labels, missing packaging, missing desiccant, custom-made, special order, clearance stock, or otherwise unsuitable for resale.
Filacorp may apply a reasonable inspection, handling, administration, or restocking fee for approved B2B returns unless waived in writing.
8. Custom, Bespoke and Special-Order Filament
Custom colour filament, private-label filament, bespoke filament, special production runs, bulk custom orders, and non-standard filament products cannot be cancelled, returned, or refunded once production has started, unless the goods are defective or non-conforming.
For B2C Customers, the statutory withdrawal right may not apply to goods made to the Customer’s specifications or clearly personalised, where permitted by law.
9. Defective, Incorrect or Non-Conforming Goods
If goods are defective, incorrect, damaged before risk passes, or non-conforming, contact Filacorp promptly at:
You should provide:
a. order number or invoice number;
b. product name and material type;
c. batch number and spool label;
d. photographs or video of the product;
e. photographs of packaging, vacuum bag, desiccant, and courier packaging where relevant;
f. description of the issue;
g. printer model, nozzle size, slicer settings, print temperature, bed temperature, speed, drying conditions, and storage details where relevant; and
h. any other evidence reasonably requested by Filacorp.
You must not dispose of the product, packaging, spool, labels, vacuum bag, desiccant, failed prints, or relevant samples until Filacorp has had a reasonable opportunity to inspect or request them.
Filacorp may require you to stop using the product while the issue is investigated.
10. B2C Legal Guarantee
For B2C Customers, Filacorp complies with applicable Maltese and EU legal guarantee requirements for consumer goods.
The B2C legal guarantee applies to lack of conformity or defects that existed at the time of delivery, subject to applicable law.
For filament, this may include proven manufacturing or material defects such as:
a. filament diameter materially outside the stated tolerance;
b. significant material inconsistency;
c. foreign particles present before delivery;
d. contamination present before delivery;
e. air bubbles or production defects present before delivery;
f. failure to melt or print within Filacorp’s published specifications when suitable equipment and settings are used; or
g. other proven defects existing at delivery.
The legal guarantee does not cover normal consumption, standard wear, ordinary degradation after opening, moisture exposure after delivery, improper storage, incorrect settings, unsuitable equipment, printer faults, user handling errors, or misuse.
11. B2B Defect Period
For B2B Customers, defects must be reported within 14 calendar days of delivery, collection, dispatch, or fulfilment, as applicable.
B2B claims reported after this period may be rejected unless Filacorp agrees otherwise in writing.
The B2B defect period covers only manufacturing or material defects proven to have existed when risk passed to the B2B Customer.
12. Filament Warranty and Guarantee Exclusions
Filacorp may reject return, refund, warranty, or guarantee claims where the issue is caused or contributed to by:
a. moist, wet, or humidity-exposed filament;
b. brittle filament caused by air exposure, humidity, heat, sunlight, or improper storage;
c. opened, unsealed, punctured, or unvacuumed filament after delivery;
d. missing, removed, or ineffective desiccant after delivery;
e. incorrect storage or failure to store filament in a dry environment;
f. incorrect nozzle temperature, bed temperature, print speed, cooling, flow rate, retraction, or slicer settings;
g. incorrect drying procedure or failure to dry filament where appropriate;
h. unsuitable printer, extruder, hotend, nozzle, spool holder, dry box, or AMS-type system;
i. blocked, worn, contaminated, oversized, undersized, or unsuitable nozzles;
j. printer calibration issues;
k. bed adhesion issues;
l. failed prints caused by model design, slicer settings, printer condition, or printing environment;
m. tangles, knots, crossed loops, or feeding issues caused by user handling, letting go of the filament end, improper unloading, improper storage, or printer feed mechanisms;
n. contamination with dust, oils, solvents, chemicals, water, or other materials;
o. use outside Filacorp’s published recommendations;
p. mixing filament with third-party materials or additives;
q. misuse, negligence, accident, modification, abuse, or unlawful use;
r. normal batch variation within reasonable tolerance;
s. ordinary colour variation, finish variation, or cosmetic difference within tolerance; or
t. any issue Filacorp reasonably determines was caused by user error, storage, equipment, settings, or post-delivery conditions.
13. Tangles
Filament tangles are commonly caused when the free end of the filament is released, crosses under another loop, unwinds, or is mishandled during loading, unloading, storage, or printer operation.
Customers must keep the filament end secured whenever the filament is not actively feeding into a printer.
Filacorp may reject tangle-related claims where it reasonably determines that the tangle was caused by user handling, printer feed path, spool holder, AMS-type system, unloading procedure, storage, or other user-related cause.
14. Moisture and Vacuum Seal Issues
Customers must store filament in a cool, dry environment away from humidity, water, heat, sunlight, oils, dust, chemicals, and contaminants.
Once the vacuum seal or protective packaging has been opened, removed, punctured, or broken after delivery, Filacorp cannot verify storage conditions.
Symptoms such as popping, bubbling, steam, stringing, brittleness, rough surface finish, inconsistent extrusion, poor layer adhesion, or weak prints may be associated with moisture exposure.
Filacorp may reject claims involving moisture, wet filament, brittleness, or print-quality issues where Filacorp reasonably determines that the problem arose from storage, handling, opening, humidity exposure, or post-delivery conditions.
15. Return Shipping
For non-defective returns, Customers are responsible for return shipping costs unless Filacorp agrees otherwise in writing or applicable law requires otherwise.
The Customer is responsible for ensuring returned goods are properly packed and protected during return shipping.
Filacorp is not responsible for returned goods lost, damaged, opened, wet, moisture-exposed, or delayed in transit, unless Filacorp arranged and controlled the return shipping.
Customers should use a tracked shipping method and keep proof of postage.
16. Inspection of Returned Goods
All returned goods are subject to inspection.
Filacorp may refuse, reduce, or delay a refund if returned goods are:
a. opened or unsealed;
b. used or partially used;
c. wet or moisture-exposed;
d. brittle;
e. tangled;
f. contaminated;
g. damaged;
h. missing packaging;
i. missing labels or batch numbers;
j. missing desiccant;
k. not originally supplied by Filacorp;
l. returned without authorisation where authorisation was required; or
m. otherwise not in resaleable condition.
17. Refund Timing
Refunds are processed only after Filacorp receives and inspects the returned goods, unless applicable law requires otherwise.
For approved B2C withdrawal returns, refunds will be processed in accordance with applicable consumer law.
For approved B2B returns, refunds, credits, or replacements will be processed within a reasonable time after inspection and approval.
Refunds will normally be made using the original payment method unless otherwise agreed.
18. Refund Deductions
Where permitted by law, Filacorp may deduct amounts for:
a. diminished value caused by handling beyond what is necessary;
b. opened or unsealed packaging;
c. broken vacuum seal;
d. moisture exposure;
e. missing packaging, labels, or desiccant;
f. damage or contamination;
g. use or partial use;
h. return shipping costs;
i. upgraded delivery options chosen by the Customer;
j. customs, import, bank, or payment charges not recoverable by Filacorp; and
k. inspection, handling, or restocking fees for B2B returns.
19. Delivery, Fulfilment and Non-Receipt Claims
For online sales, orders may be marked as fulfilled in Filacorp’s website or order system when processed, dispatched, delivered, collected, or otherwise fulfilled according to the applicable delivery method.
For local deliveries, any damage, shortage, incorrect item, or non-receipt should be reported within 48 hours of receiving the goods or, where relevant, within 48 hours of online fulfilment if the Customer claims the goods were not received.
For B2B Customers, failure to notify Filacorp within the applicable 48-hour period may result in the delivery being treated as completed and accepted.
For B2C Customers, this does not affect mandatory consumer rights.
20. How to Request a Return
To request a return, email:
Include:
a. full name;
b. company name, if applicable;
c. order number;
d. invoice number, if available;
e. product name;
f. reason for return;
g. whether the product is sealed and unused;
h. photographs of the product and packaging; and
i. preferred resolution.
Do not send goods back before receiving instructions from Filacorp where return authorisation is required.
21. Contact
For returns, refunds, warranty claims, or support:
Filament Corporation Limited / Filacorp
Filacorp, Mgarr Industrial Park
Triq Ghajn Tuffieha
Mgarr, MGR 9045
Malta
Phone: +356 2122 1390
Email: support@filacorp.com