Cancellation, withdrawal and refund policy

1. Custom orders

Orders made to the customer’s specifications or clearly personalised may be excluded from the legal right of withdrawal, under article L.221-28 of the French Consumer Code.

This exception only applies when the legal conditions are met. The mere fact that a product is 3D printed or made after the order does not automatically exclude the right of withdrawal.

2. Cancelling an order

Any cancellation request must be sent to Fornax Props at: contact@fornaxprops.com.

Before making starts, Fornax Props will consider the cancellation request in light of the project’s progress and the applicable contractual terms.

Once making has started, cancellation may be limited when the order is for a personalised item and the legal exception to the right of withdrawal applies.

Any refundable amounts will be determined in line with the law and the terms agreed with the customer.

3. Faulty or non-conforming products

The absence of a commercial refund for a change of mind does not deprive the customer of their legal rights.

In the event of a defect, non-conformity or damage attributable to the making or the delivery, the customer is invited to contact Fornax Props so that the situation can be examined and a solution in line with the regulations offered.

The applicable legal guarantees remain fully in force.

4. 3D modelling and finishing services

The cancellation and refund terms for 3D modelling, assembly or finishing services depend on the nature of the service and the legal rules that apply to service contracts.

Where the right of withdrawal applies, the legal conditions for exercising it and for any early performance of the service are respected.

5. How refunds are made

When a refund is legally due, it is made within the time limits and in the manner set by the applicable regulations, in principle by the original means of payment, unless the customer agrees to another means where the law allows.