Thank you for shopping at stlflex.com. Our products are digital files for 3D printing, so this policy explains when we can offer a replacement or refund. Please read it before making a purchase.

Digital products

Our products are digital STL/3MF files delivered by instant download. Because they cannot be returned once downloaded, all sales are final except in the cases listed below.

Customers in the EU/UK: by completing your purchase and starting the download immediately, you agree that the digital content is supplied right away and that you therefore lose your 14-day right of withdrawal.

Having trouble with a file? Try this first

Most file problems are download or unzip issues that are quick to fix. Please check our guide How to Download Your Files, which includes solutions for the most common problems. You can also open your model in our free online STL viewer to check that it loads correctly.

When we offer a replacement or refund

  • Defective files: the files you received are corrupted or incomplete.
  • Wrong product delivered: you received a different file from the one you ordered.

In these cases, contact us within 7 days of your purchase at [email protected] with:

  • your order number;
  • a short description of the problem;
  • screenshots or other details that show the issue.

We will review your request and either send you a working replacement file or, if a replacement is not possible, issue a refund to your original payment method (for example, your PayPal account).

When refunds are not possible

  • Change of mind after purchase.
  • Incompatibility with your 3D printer, slicer or software.
  • Files damaged or modified after download.
  • Print failures caused by printer settings, filament or hardware.

Before you buy

Please check the product description, file formats and preview images carefully, and make sure your printer and slicer support STL or 3MF files. Not sure which format to use? Read STL vs 3MF. You can also see our FAQ.

Contact us

Questions about this policy or need help with an order? Email [email protected] or use our contact page. We are happy to help.