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Terms and conditions

Our goal is to deliver quality 3D Printers,  consumables and parts at a good price and offer a great customer experience while doing this.

Ordering

If you order from us, you will receive an e-mail confirming receipt of your order. This email will only be an acknowledgement and will not constitute acceptance of your order. A contract between us for the purchase of the goods will not be formed until your payment has been approved by us and we have debited your credit or debit card.

We try to ensure that all details, descriptions, stock numbers and prices that appear in our shop are accurate. But errors may occur. If we discover an error in the price of any goods that you have ordered, we will inform you of this as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If you cancel and you have already paid for the goods, you will receive a full refund.

Special offers and Sales are valid while stocks last.

Items shown as “in stock” status are in stock in our own warehouse for immediate delivery.

Items shown as “backorder” status are ordered by us from the manufacturer. You can order these items but you will have to wait for them to arrive in our warehouse. This can take up to 3 weeks. You can always contact us for more information on the estimated backorder delivery time.

In case of delays, you have the right to cancel your order without any charges or costs.

You can always check your order status in your FEPshop account.

When your order is completed and shipped you will receive an email with the invoice.

Prices

All prices in our shop are incl. VAT.
Customers outside the EU do not pay VAT. Please be aware that you will responsible for paying duties and VAT if applicable in your own country.
Final total prices will be shown on checkout after you select your country.

Currencies

You can display prices in EUR
You can pay in EUR with all payment methods we offer.

Payments

  • Credit card
    FEPshop handles credit card payments in collaboration with Mollie.nl. You can pay with your VISA, Mastercard, American Express, CarteSi and Cartes Bancaires.
    Card payments are a safe method of payment for you as a customer. The selling company will never have knowledge of your card or account information. If you return an item it will be credited back into your bank or credit card account. Most credit card companies offer free product insurance.
  • PayPal
    PayPal offers PayPal protection on orders with track and trace shipping.
  • Klarna – Pay Later & Pay per month
    Read all about this payment option in the shop

Customers and VAT (EU only)

EU Customers without a valid EU VAT number will have to pay VAT.

Companies and VAT (EU only)

If you enter a company name during checkout, the system expects you to enter a valid EU (VIES) VAT number. If you do not have a valid EU VAT number we cannot deduct VAT for you. In this case, you will have to remove your company name from the checkout form to proceed with the order.

Shipping with Track & Trace

We have several track-and-trace shipping options that you can select on checkout.

Shipping charges are based on the product’s total weight, size and shipping method. Shipping costs are shown during checkout when you select your shipping method and your country. These shipping calculations do not include any remote area fees. If your shipping address is subject to a remote area fee, we will try to offer you an alternative shipping method or cancel the order.

You will be sent an e-mail from FEPshop or the shipping company with the tracking number of the parcel, as soon as we have shipped your order.

On selected shipping methods we provide transport insurance and carry the risk of damage and lost goods until it reaches you.

Shipping without Track & Trace

  • Clients are always advised to select Track & Trace or UPS shipping
  • Regular mail shipping does not include track-and-trace
  • Regular mail shipping does not include insurance
  • We cannot 100% guarantee the arrival of shipments with regular mail
  • Regular mail can be very slow
  • The reliability of regular mail shipping depends greatly on the postal service in the country of destination
  • Regular mail shipments are considered missing after 90 days
  • If you choose regular mail (against our advice) you accept full responsibility for the shipment
  • By selecting a shipping option without track and trace you agree not to use Paypal Buyer Protection

We only offer regular shipping as a budget option for low-value orders to our clients to be used at their own risk.

Shipping errors

If you received the wrong products please contact us within 5 working days after delivery.

Shipping damages

Check your shipment for visible damage directly on arrival. Report visible damage immediately to the shipping company upon receiving the package. Hidden shipping damages have to be reported to the shipping company as soon as they are discovered.

Undeliverable shipping

If shipments are returned to us because the shipping company cannot deliver, due to either incorrect or insufficient address information or giving up after several delivery attempts, we will either:

  1. Resend to a new address. Additional charges (shipping/return shipping) will apply
  2. Partial refund less occurred cost (shipping, return shipping and handling fee)

Returning 3D Printers / 3D Scanners (EU only)

  • If for some reason you decide the 3D printer / 3D scanner is not for you, you can cancel your online purchase within 14 days after you receive it.
  • You must cover the return shipping back to our warehouse
  • You will receive a full refund if the printer is unopened when returned to us.
  • Parts/Accessories that are missing, damaged or broken will not be refunded.
  • When the returned 3D Printer / 3D Scanner or the packaging is incomplete, damaged or shows clear traces of use we can decide to deduct the diminished value.

Returning unwanted goods (EU only)

In the EU, you have the right to cancel your online purchase within 14 days after you receive it.

  • Items excluded from this policy are made-to-order or custom-made products, opened consumables and electronic components, and sale/clearance products.
  • You must cover the return shipping back to our warehouse
  • You will receive a full refund if the product is unopened when returned to us.
  • Parts/Accessories that are missing, damaged or broken will not be refunded.
  • When the returned product or packaging is incomplete, damaged or shows clear traces of use we can decide to deduct the diminished value.

Right to cancel (EU only)

You have the right to cancel this contract/order within 14 days after you receive it without giving any reason.

  • Items excluded from this policy are made-to-order or custom-made products, opened consumables and electronic components, and sale/clearance products.

Cooling-off period (EU only)

The cancellation period will expire 14 days after you receive it.

  • Items excluded from this policy are made-to-order or custom-made products, opened consumables and electronic components, and sale/clearance products.

How to use your right to cancel/ cooling off period / unwanted goods (EU only)

Notify us of your decision to cancel an order/contract/product by a clear written statement by post or e-mail.

  • Items excluded from this policy are: made to order or custom-made products, opened consumables and electronic components, and sale/clearance products.
  • Send your right to cancel statement to:
    FEPshop B.V.
    Wasaweg 3
    9723JD Groningen
    the Netherlands
    support@fepshop.com
  • Cancellation deadline
    To meet the deadline you only need to send your statement of exercise of the right to cancel before the cancellation period expires.
  • Effects of cancellation
    If you cancel this contract, we will reimburse you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
    We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.
    We will make the reimbursement without undue delay, and not later than:
    (a) 14 days after the day we receive back from you any goods supplied, or
    (b) (if earlier) 14 days after the day you provide evidence that you have returned the goods, or
    (c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.
    We will make the reimbursement using the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.
  • Retention of reimbursement
    We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
  • Return of goods
    You shall send back the goods or hand them over to us without undue delay, and in any event not later than 14 days from the day on which you communicate your cancellation of this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.
  • Return cost
    You will have to bear the direct cost of returning the goods.
  • Consumer’s liability for the diminished value of the goods
    You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Export

If you order from outside the European Union you are responsible for customs fees, duties and taxes. We cannot keep track of all customs regulations around the world. It’s your responsibility to check if you can import the goods you need and see if any special documents are needed. If you need special documents you can always contact us to see if we can help.

Warranty

You have 12 months warranty on most products. Warranty means that we will support you by sending parts, repairing or replacing the defective product if it breaks within the warranty period.

Depending on the product, and type of defect FEPshop can decide to send replacement parts and ask the customer to replace the parts himself in according to the instructions that will be provided. Shipping costs for sending these replacement parts to the customer inside the EU (excl. remote areas) are paid by FEPshop. Shipping costs for returning defective parts to FEPshop are paid for by the customer.

In case parts are impossible to replace, the complete product has to be returned for repair or replacement by FEPshop. Shipping costs for sending the repaired or replacement product to the customer inside the EU (excl. remote areas) are paid by FEPshop.  Shipping costs for returning the defective item to FEPshop are paid for by the customer.

If the customer is located outside the EU or lives in a remote area inside the EU (remote areas are defined by the shipping company) all shipping costs are to be paid by the customer. Contact us before ordering to learn what type of warranty we support for your ordered items and location.

When inspection of a returned product shows the damage is caused by incorrect use or user error, shipping, parts, diminished value and labour costs will be billed to the customer.

When inspection shows nothing is wrong with the returned product, shipping, parts, diminished value and labour costs are billed to the customer.

Product warranty does not apply to failures occurring during or after the alteration of the functionality and appearance, such as refurbishment, upgrade or other modifications of the product by the customer without written consent from FEPshop.

Warranty does not cover damage caused by what is generally considered to be normal wear. Made-to-order or custom-made products, opened consumables, perishable goods, electronic components and sale/clearance products are excluded from the warranty.

When shipping returned products under warranty must use original packaging material to guarantee consistent shipping conditions. In the absence of the original packaging, contact us before shipping to find a solution, otherwise, warranty may not be applicable.

FEPshop cannot guarantee uninterrupted service from a product. The warranty does not provide compensation for the time the product can not be used. FEPshop is not responsible for damage resulting from failure to follow the instructions for using the hardware product.

Questions or Complaints

If you have a question or wish to make a complaint. Please contact us and we will try to resolve your issues.

Privacy

When placing an order or registering as a customer we will store your personal information. By doing this you accept that we store the information we need to complete the handling of your order and give you the best service you expect from us.

We reserve the right to communicate with you regarding marketing purposes in our e-mail newsletter if you have agreed to this during registration. If you don’t want to receive any more information from us you can always unsubscribe.

FEPshop will not give any personal information to any third party. Handling of your personal information is regulated by Dutch and EU rules.

Cookies

FEPshop uses cookies to deliver a convenient shopping experience. Cookies are used for a number of reasons, and -amongst others- enable us to handle contents in your shopping cart as well as information required when logging in. We also use cookies to measure and optimize our marketing. If your web browser is set to not accept cookies you will not be able to use the shop. If that is the case, you can easily change this setting.

Force Majeure

A party shall not be liable for any failure of or delay in the performance of this Agreement for the period that such failure or delay is due to causes beyond its reasonable control, including but not limited to acts of God, war, strikes or labor disputes, embargoes, government orders or any other Force Majeure event.