Refund policy
Last updated: 15 August 2026
Because Marante sells both standard products and products made specifically for individual customers, different return rules apply depending on the type of product ordered.
30-day return policy for standard products
For eligible non-personalized standard products, Marante offers a voluntary 30-day return period beginning on the date you receive the item.
To be eligible for a voluntary return, the product must be:
- unused;
- undamaged;
- substantially in the same condition in which it was received.
Original packaging should be included where reasonably possible.
To request a return, contact:
Please include your order number.
Do not send products back before contacting us. Once your return has been approved, we will provide the appropriate return address and instructions.
For voluntary change-of-mind returns, the customer is responsible for the direct cost of returning the goods unless we agree otherwise.
EU 14-day right of withdrawal
Consumers purchasing eligible goods online generally have the right to withdraw from the contract within 14 days after receiving the goods, without giving a reason.
Our voluntary 30-day policy for standard products does not reduce this statutory right.
For an eligible statutory withdrawal, the customer is responsible for direct return postage unless we have agreed to cover it or applicable law requires otherwise.
Personalized products
The statutory right of withdrawal generally does not apply to goods made to order or clearly personalized.
For Marante, this can include products such as:
- personalized name-letter displays;
- lithophanes manufactured from a customer photograph;
- custom car key holders created from a submitted vehicle image;
- personalized birth-detail keepsakes;
- products containing a customer's name, dates or other individual information;
- products manufactured according to other customer-specific requirements.
A correctly produced personalized item therefore cannot normally be returned simply because the customer changes their mind.
However, personalized products remain protected by applicable consumer guarantees if they are defective, damaged, incorrectly manufactured or do not correspond to what was ordered.
Customer personalization errors
Customers are responsible for checking all customization information before submitting an order.
If we manufacture the item correctly according to information supplied by the customer, errors such as:
- misspelled names;
- incorrect dates;
- incorrect measurements;
- an incorrectly selected colour;
- an unsuitable uploaded image;
are not considered manufacturing defects.
If you discover an error after ordering, contact us immediately. If production has not begun, we will try to correct the order.
Uploaded photographs
For photo-based products, final quality depends partly on the supplied source file.
Poor resolution, blur, compression, incorrect exposure or missing image detail may affect the finished result.
This does not exclude responsibility for an actual manufacturing defect.
Normal 3D-print characteristics
Minor characteristics inherent to 3D printing may include:
- visible layer lines;
- minor seam marks;
- slight texture variation;
- small variations between filament batches;
- minor differences in surface finish.
Such minor characteristics are not considered defects where they do not materially affect the product's appearance, safety or intended use.
Damaged, defective or incorrect goods
If your order:
- arrives damaged;
- contains the wrong item;
- has a manufacturing defect;
- was made incorrectly compared with the information you submitted;
contact contact@marante3d.com as soon as reasonably possible.
Please include:
- your order number;
- a description of the issue;
- clear photographs or video of the problem;
- photographs of the packaging if transport damage is involved.
Please keep the product and packaging while the claim is being reviewed.
The trader is responsible for the cost of returning defective goods.
Depending on the circumstances and your applicable statutory rights, an appropriate solution may include repair, replacement, price reduction or refund.
Refunds
Approved refunds will normally be issued to the original payment method.
For a valid statutory withdrawal, refunds will be processed in accordance with the deadlines and requirements imposed by applicable consumer law. EU rules require reimbursement within 14 days of withdrawal, including standard delivery costs, although reimbursement for goods may be withheld until the goods are returned or evidence of dispatch is provided.
Additional delivery costs arising from a customer's choice of a more expensive delivery method than our standard option do not have to be refunded where applicable law permits.
Your bank or payment provider may require additional time after we issue the refund before the funds appear in your account.
Exchanges
We do not normally offer direct exchanges for personalized products.
For eligible standard products, contact us and we will advise whether an exchange or a return followed by a new order is most appropriate.
Return address
Please do not send a return without contacting us first.
Once your return is accepted, we will provide the appropriate return address and shipping instructions.