Refund policy

Last updated: July 2026

Thank you for shopping with Vertexfil. We are committed to providing high-quality 3D printing filaments and a reliable shopping experience. Please review our return and refund policy before placing your order.

1. Return Eligibility

We accept returns within 30 days after delivery if the product meets all of the following conditions:

  • The item is unused and in its original condition.
  • The original packaging remains unopened and undamaged.
  • Proof of purchase (order number or receipt) is provided.

Returns that do not meet these conditions may not be accepted.

2. Non-Returnable Items

The following items are not eligible for return:

  • Opened or used filament spools
  • Custom colors or custom packaging
  • Clearance or final sale items
  • Gift cards

Due to product quality and storage requirements, opened filament spools cannot be returned once the packaging has been opened.

3. Product Performance Disclaimer

3D printing results may vary depending on printer models, print settings, environmental conditions, and user operation.

Factors that may affect printing results include:

  • Printer model and hardware condition
  • Nozzle condition
  • Temperature settings
  • Print speed
  • Storage conditions and humidity
  • User printing experience

Differences in printing performance caused by these factors do not constitute product defects and are not eligible for refunds.

4. Damaged or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery.

Please provide:

  • Your order number
  • Photos of the product
  • Photos of the shipping package (if damaged)
  • A brief description of the issue

After verification, we will arrange a replacement, partial refund, or full refund depending on the situation.

Please keep the original packaging until the issue has been resolved, as it may be required for verification.

5. Return Shipping

If the return is caused by our error, including incorrect items, defective products, or shipping damage, Vertexfil will cover the return shipping cost.

For returns caused by customer preference, such as ordering the wrong color or changing your mind, the customer is responsible for return shipping costs.

No shipping charges will be refunded unless the return is caused by an error on our part.

Before sending any return, customers must contact Vertexfil and receive return approval. Unauthorized returns may not be accepted.

Approved returns should be shipped to the following address:

Vertexfil Return Department

1499 W Industrial Park St
Covina, CA 91722
United States

Phone: 469-556-3956

Please include your order number and return authorization information with your package to ensure proper processing.

6. Restocking Fee

Vertexfil does not charge any restocking fee for approved returns.

Customers will not be charged any additional handling fees or restocking fees when a return meets the requirements stated in this Return and Refund Policy.

Any applicable return shipping costs will be handled according to the Return Shipping section above.

7. Refunds

Once your returned item has been received and inspected, we will notify you of the approval status.

If approved, your refund will be processed to your original payment method within 5–10 business days.

Processing times may vary depending on your payment provider.

8. Order Cancellation

Orders may be cancelled before shipment for a full refund.

Once an order has been shipped, it can no longer be cancelled and must follow the standard return procedure.

9. Contact Us

If you have any questions regarding returns or refunds, please contact us:

Vertexfil

Operated by:
HONG KONG STARMAY TECHNOLOGY LIMITED

Customer Support:
support@vertexfil.com

Website:
https://store.vertexfil.com