Refund & Returns Policy

1. Our Guarantee

Every part we print is inspected by our print masters before shipping. If we made a mistake — wrong material, wrong color, a structural defect, or a dimensional error — we will make it right with a reprint or refund. Our guarantee covers errors on our end only. We are not responsible for outcomes that result from the design file you submitted or from choices you made during the order process.

2. What We Cover

We will reprint or refund your order at no cost if the issue was caused by us. This includes:

• Wrong material printed
• Wrong color printed
• Structural defects (delamination, warping, failed supports that compromise the part)
• Dimensional errors outside our stated tolerance (±0.5mm)
• Damage caused by a defect in our packaging or production (carrier damage claims are handled between the customer and the shipping carrier)

3. What We Do Not Cover

Our guarantee covers Pangea's errors only. The following are not eligible for refunds or reprints under any circumstances:

• Visible layer lines (this is a normal characteristic of FDM printing)
• Minor surface texture variations between prints
• Issues caused by the submitted file (thin walls, unsupported geometry, non-manifold meshes)
• Color selected by the customer that does not match their expectation (colors are displayed accurately on our site, but monitor calibration varies)
• Parts that were designed too thin, too small, or with geometry that cannot be reliably printed
• Orders cancelled after production has begun

4. How to Request a Refund or Reprint

The claim window opens one day after your order is marked as delivered by the carrier. This gives you time to receive, unbox, and inspect your parts. Claims must be submitted within 14 days of that delivery date — meaning you have days 2 through 15 after delivery to contact us.

Claims submitted on the day of delivery or more than 14 days after delivery will not be accepted.

To submit a claim, email hello@pangeaprinting.com with:

• Your order number
• A clear description of the issue and why you believe it was caused by Pangea
• Photos clearly showing the problem

We will review your request and respond within 2 business days. Claims are evaluated against Sections 2 and 3 of this policy. If the issue was caused by Pangea, we will offer a reprint or full refund at your choice. If the issue was caused by the submitted file or customer selections, the claim will not be approved.

5. Reprints

If you choose a reprint, we will produce a new part with the same specifications as your original order and ship it to you at no cost. The original turnaround tier applies. You do not need to return the defective part.

6. Refunds

If you choose a refund, we will process it to your original payment method within 5 business days of approval. Refunds cover the full order amount including any applicable taxes.

7. Returns

Because every part is custom-manufactured to order, we do not accept returns for change of mind, buyer's remorse, or "I don't need it anymore." Every order is made specifically for you. If the part is made correctly per your specifications, it is yours.

8. Business Orders

For business and production orders, refund and quality terms are discussed during our consultation and documented in the project agreement. Production runs follow a first-article approval process where sample parts are reviewed and approved before full production begins.

9. Education & School Pack Orders

School pack orders placed through the Education Services path are subject to the following terms:

• Student files that fail printability review will be flagged before production. The School Operator will be notified and given the opportunity to submit a corrected file. If no corrected file is received within 5 business days, the individual student's portion may be excluded from the pack at a prorated reduction in the invoice amount.
• Partial class submissions: You are only charged for files actually submitted and accepted for printing. Students who do not submit files are not charged.
• Quality issues on school orders are covered under the same guarantee as all other orders. If a part ships damaged or with a manufacturing defect, we will reprint or refund that individual part at no cost.
• Cancellation before production begins results in a full refund of any amounts paid. Cancellation after production has begun is not eligible for refund on completed parts, but unprinted parts will be refunded at a prorated amount.
• School pack orders are non-returnable once printed. Each part is custom-manufactured per the student's specific design file.

10. Disputes

If we disagree about whether an issue qualifies for a refund, we will work with you in good faith to find a fair resolution. We stand behind our work and we want every customer to be satisfied with the result.

Chargebacks. Before initiating a chargeback or payment dispute with your bank or card issuer, you must contact us first at hello@pangeaprinting.com and allow us 5 business days to resolve the issue. See Section 15 of our Terms of Service for our full chargeback policy. Filing a chargeback without first contacting us constitutes a breach of our Terms.

11. Contact

For refund or returns questions, contact us at:

Pangea Printing
Chicagoland, Illinois
hello@pangeaprinting.com