Refund policy

Refunds and statutory withdrawal

Paddle's Refund Policy applies to the payment contract. Unless applicable law requires otherwise, Paddle states that transactions are non-refundable, but Paddle may issue a discretionary refund or a refund required by a statutory right. Nothing in that policy or on this page limits mandatory consumer rights.

How to ask for a refund

You can start a request in any of these ways:

• Write to support@puzzleform3d.com naming the order or the email address you bought with.
• Use the online withdrawal form, which sends you a confirmation with a reference number.
• Use the customer support or subscription link in the Paddle order confirmation email. Paddle issued the invoice and handles the payment.

Paddle checks the transaction, determines eligibility under the applicable law and its Buyer Terms and Refund Policy, and processes an approved refund. The refund is normally sent to the original payment method where possible. A request sent to us is recorded and coordinated with Paddle. It is not an additional contractual refund promise.

What happens to your account

When Paddle confirms a refund or chargeback, the application reconciles the service access and account ledger for that payment:

• A refunded subscription payment removes the credits granted by that payment where the account ledger still contains them.
• A refunded subscription payment ends the plan and the rights attached to it, including any commercial licence, from the date of the confirmed refund.
• Exports you already downloaded remain on your computer. Where a commercial licence is refunded, the right to sell prints made under it ends with the plan.
• Your account, your projects and your slice history are not deleted by a refund. Deleting the account is a separate action you take in Account, Settings.

Your statutory right of withdrawal

If you are a consumer in the European Union or the European Economic Area, applicable law may give you a statutory right to withdraw from a qualifying contract within 14 days of its conclusion. That right comes from the law, not from this page, and nothing here shortens it or replaces it. Consumers elsewhere keep whatever withdrawal or cancellation rights their own law grants.

Where a consumer buys digital content, the statutory right may expire early once delivery has begun, but only where the consumer has given prior express consent to that and acknowledged it, in the declarations collected in the order form. Spending a credit does not by itself replace those declarations.

Before you buy

Creating an account includes free export credits, so the complete product, from importing a model to cutting a puzzle to exporting the parts, can be tried on your own model and your own printer before any payment is made. The editor runs in your browser and its speed depends on your own computer; the requirements are stated on the pricing page.

Who is selling

Paddle acts as merchant of record for PuzzleForm 3D. Paddle concludes the payment contract shown at checkout, takes the payment, issues the invoice and handles refunds. Hellinckx Process Simulation e.U. supplies the software and the support. The imprint names the operator in full.

Questions about an order: support@puzzleform3d.com.