How does a return work?
Want to send a part back? No problem – we've got you.
Here's how it works in a few simple steps, what it costs, and when you'll get your money back.
Here's how
- Enter your order numberOpen our returns portal and enter your order number plus the email address used for your order.
- Choose a reasonTell us whether you'd like to return the item within the withdrawal period, or whether it arrived defective.
- Get your labelYou'll receive your DHL return label to print or as a QR code – free of charge for defects, or for the flat fee listed below for a standard withdrawal.
- Pack it up & drop it offPack the item well, ideally in its original packaging, and drop the parcel off at a DHL branch or parcel station.
- Wait for confirmationOnce your parcel has arrived and been checked, we'll email you a confirmation – your refund will follow within 14 days at the latest.
To the returns portal
Set up your return in just a few minutes.
START YOUR RETURN
Withdrawal or defect – what applies to me?
Withdrawal
“I'd just like to send it back.” As a consumer, you have the right to withdraw from your purchase without giving any reason. By law you get at least 14 days – we generously grant you 30 days from receipt of the goods. In this case, you cover the return shipping cost.
Defect or fault
“My part is broken or wrong.” If your item arrived damaged or faulty, statutory warranty rights apply. GreenGears3D then covers the return shipping cost and you'll receive a free return label.
Custom-made parts
Individually configured 3D-printed parts are excluded from the right of withdrawal as custom-made goods. If such a part is defective, the full statutory warranty of course still applies.
Return shipping fees
All prices include VAT, no hidden fees.
| Withdrawal – return from Germany |
€3.90 |
| Withdrawal – return from the EU, Switzerland or the UK |
€7.90 |
| Withdrawal – return from other countries (e.g. the US) |
on request |
| Defect / complaint, worldwide |
free |
| Custom-made part, no defect |
no withdrawal |
You don't need to pay anything upfront. We simply deduct the flat fee from your refund. There is no additional handling charge – the flat fee helps us cover part of our logistics costs.
Frequently asked questions
When will I get my money back?
Once your parcel's tracking shows it has arrived with us, we check it and process your refund within 14 days at the latest, using your original payment method.
How long do I have to withdraw?
You have 30 days from receipt of the goods to let us know you're withdrawing. After that, we're unfortunately no longer able to accept a withdrawal – feel free to reach out to our support team anyway.
What if my part arrives damaged?
Select “Defect” as the reason in the returns portal and briefly describe the issue – a photo helps too. You'll get a free label, and we'll take care of a replacement or refund.
Can I return a custom-made part?
Individually made parts are excluded from the right of withdrawal. If it's defective, the statutory warranty of course applies.
How do I exchange an item?
For the fastest turnaround, please return the item as described above and place a new order for the item you'd like instead.
How many labels can I request per order?
One active return label is allowed per order. If you're returning several items, please include them all in the same request.
I bought via a marketplace – what now?
If you bought our item through a marketplace (e.g. Amazon or eBay), please process the return directly there. They'll provide all the documents you need.
Didn't find your question? Just drop us a line – we're happy to help.
CONTACT SUPPORT
You'll find the full withdrawal notice and the model withdrawal form in our Right of Withdrawal policy.
