Returns and complaints

Custom-made products and the 14-day withdrawal right

If you are a consumer purchasing at a distance, Bulgarian and EU consumer law may give you a 14-day right of withdrawal for certain contracts. However, that right does not generally apply to goods made to order or clearly personalised for the customer.

Makeseum primarily manufactures parts from customer-supplied files, specifications, materials, colours, and production settings. Orders of this kind will usually fall within the custom-made or personalised exception. If your order includes a non-custom standard item, we will assess any withdrawal request according to the applicable law for that item.

If a product is defective or not made to specification

If a delivered product has a manufacturing defect, arrives damaged, or does not conform to the approved order details, please notify us as soon as reasonably possible. Depending on the case, Makeseum may offer one of the following remedies:

• repair or rework, where appropriate and technically possible
• replacement or reprint of the affected part
• a proportionate price reduction
• a full or partial refund where repair or replacement is not appropriate or cannot be completed within a reasonable time

Damage during delivery

If the parcel or its contents are visibly damaged on delivery, please inspect it in the presence of the courier where possible, note the issue on the delivery documents, take photos, and contact us promptly.

If a defect is hidden and becomes apparent only after opening the parcel, contact us as soon as you discover it and include clear photographs of the packaging and the affected part.

How to submit a complaint or support request

Please use our contact page and include enough detail for us to identify the order and assess the issue quickly.

• your order number and the name used for the order
• a short description of the problem and when you noticed it
• clear photos of the part, defect, and packaging when relevant
• the original 3D file or revision reference if the issue concerns geometry or manufacturing accuracy
• your preferred resolution, for example replacement, repair, or refund review

Refunds, return shipping, and timing

Where a valid withdrawal right applies, the direct cost of return shipping is generally borne by the customer unless the law requires otherwise or Makeseum agrees to cover it. Where the issue is a confirmed defect, non-conformity, or Makeseum error, return or replacement shipping is normally borne by Makeseum.

• Do not send returns cash-on-delivery unless we have expressly agreed to that in writing.
• If we need the item returned for inspection, we will give you return instructions first.
• Approved refunds are issued by the original payment method where legally required, or by bank transfer when appropriate and agreed.
• We may withhold a refund until the returned item is received, or until you provide proof that it has been sent back, where the law allows this.

Business customers

The statutory consumer withdrawal rules apply to consumers. Orders placed by companies or other legal entities are generally handled under the agreed commercial terms, technical specification, and applicable rules on conformity and defects rather than consumer withdrawal rights.