Return and Refund Policy
Welcome to LANDU. Customer satisfaction is our highest priority. We are committed to providing premium 3D printing filaments, consumables, and reliable customer service.
Please review our return, refund, and replacement policy below.
1. 14-Day Return Window
We offer a 14-day return policy. You have 14 days from the date of package delivery to request a return.
To be eligible for a standard return:
- The product must be completely unused, unextruded, unopened, and in the same condition as received.
- The item must be in its original packaging (including vacuum-sealed bags, desiccants, and spool labels intact).
- Proof of purchase (such as your LANDU order number or receipt) is required.
2. Return Shipping Costs and Fees
We clearly categorize return shipping costs based on the reason for return:
Defective, Damaged, or Incorrect Items (Store Responsibility):
- Applicable Situations: Manufacturing defects (e.g., severe diameter inconsistency, vacuum leakage causing moisture damage, damaged spools), transit damage, or receiving the wrong item/color/material.
- Return Shipping Fee: LANDU covers 100% of return shipping costs. We will issue a prepaid return shipping label via email upon request approval.
- Restocking Fee: $0 (No restocking or processing fees).
- Resolution: Full refund (including original shipping costs) or a free replacement sent at no additional charge.
Customer Remorse or Change of Mind (Customer Responsibility):
- Applicable Situations: Ordered the wrong color or filament diameter by mistake, no longer needed, or changed your mind.
- Return Shipping Fee: The customer is responsible for all return shipping postage. We strongly recommend using a traceable and insured shipping carrier.
- Restocking Fee: $0 (We do not charge any restocking fees).
- Refund Amount: The product purchase price will be refunded; original shipping fees are non-refundable.
3. Non-Returnable Items
The following items are not eligible for return or refund:
- Opened, partially used, or printed filament, resins, and other consumable materials.
- Products damaged due to improper storage, misuse, improper slicing settings, or unauthorized machine modifications.
- Final sale items or gift cards.
4. Step-by-Step Return Process
To ensure your return is processed smoothly, please follow these steps:
Step 1: Request Return Authorization
Email our customer support team at store@landu3d.com within 14 days of receiving your order. Include your Order Number, reason for return, and clear photos or videos if the item is damaged or defective.
Step 2: Obtain RMA & Return Address
Once approved, our team will issue a Return Merchandise Authorization (RMA) number and the designated return warehouse address (we will assign the nearest domestic overseas warehouse or our designated return facility). Please do not send items back without an approved RMA number.
Step 3: Ship the Item
Pack the product securely in its original packaging. Clearly label the RMA number on the outer package and ship it using the provided shipping label or a trackable carrier service.
5. Order Cancellations
- Cancellations Before Dispatch: Orders may be canceled free of charge before entering warehouse fulfillment and shipping. If canceled in time, a full refund will be processed immediately.
- Cancellations After Dispatch: Once an order has been shipped, it cannot be canceled. Please receive the parcel and initiate a standard return request following this policy.
6. Refunds and Processing Times
- Inspection: Once your return is received and inspected at our warehouse, we will notify you via email regarding the approval status of your refund.
- Method of Refund: Approved refunds will be automatically credited back to your original payment method in the original purchase currency.
- Timing: Refunds typically reflect in your account within 3 to 7 business days, depending on your card issuer or banking institution's processing schedule.
7. Product Warranty
LANDU 3D printing consumables are backed by a limited warranty against manufacturing defects. If you encounter abnormal clogging, extreme diameter variations exceeding factory tolerances, or defective winding upon opening, contact store@landu3d.com with batch numbers and photos for prompt replacement or support.
8. Contact Information
For any return, refund, or warranty inquiries, please contact our support team:
Brand Name: LANDU
Company Entity: Hongkong Landu Innovations Technology Co., Limited
Email: store@landu3d.com
Phone: +852 5424 0462
Operating Address: RM R13, Unit 4, 10/F, De Hua Tower, No. 32 Hung To Road, Kwun Tong, Kowloon, Hong Kong
Customer Service Hours: Monday to Saturday, 9:00 AM to 6:30 PM (UTC+8)