Refund Policy

Version 2.0 | Effective Date: August 4, 2026

Refund and Returns Policy

This policy applies to goods purchased from the Prototeq Solutions online store and to custom design, prototyping and 3D printing services. Because these two are very different, they are covered separately below.

1. Returns on Store Products

You may return most items bought from our store within 7 days of delivery, provided the item is unused, unopened and still in its original sealed packaging with all accessories and documentation included.

To start a return, email info@proto-teq.com with your order number and a short description of the reason. Please wait for our confirmation before shipping anything back — returns sent without prior approval may not be accepted.

We require a receipt or proof of purchase to process any return. Please do not send items directly to the manufacturer.

2. Items We Cannot Accept Back

Unless the item is faulty, we are unable to accept returns on:

Opened filament, resin or any consumable whose vacuum seal or packaging has been broken
Nozzles, hotend components, build plates, PTFE tubing and similar parts once installed or used
Resin, isopropyl alcohol, adhesives and other chemicals, which cannot be resold once opened
Items cut, modified, assembled or customised to your specification
Printers that have been powered on and had filament or resin loaded, unless there is a genuine fault
Items returned more than 7 days after delivery

A partial refund may be offered where an item is returned in the correct window but shows signs of use, is missing parts, or has damaged packaging for reasons not due to our error.

3. Printer Warranty

All 3D printers sold by Prototeq Solutions carry a 12-month warranty from the date of delivery against manufacturing defects and component failure under normal use.

The warranty covers repair or replacement of faulty parts and, where a fault cannot be resolved, replacement of the machine. It does not cover consumable and wear items such as nozzles, PTFE tubing, build surfaces, belts, FEP films and LCD screens, nor damage caused by accident, misuse, unauthorised modification, incorrect voltage or power surges.

To make a warranty claim, contact us at info@proto-teq.com with your order number, a description of the fault and, where possible, photographs or a short video.

4. Design and 3D Printing Services

Custom design, CAD modelling, prototyping and 3D printing work is produced specifically for you and cannot be resold. For this reason, service fees are non-refundable once work has begun.

Before we start, we agree the scope, material, finish, tolerances and price with you in writing. If a delivered part does not meet that agreed specification, we will remake it at our own cost — this is your primary remedy.

A refund of amounts paid will be issued where we are unable to deliver the agreed work at all, or where you cancel before any design or print time has been spent. Where work is part-complete at the point of cancellation, we will refund the balance after deducting time and materials already used.

Please note that 3D printing is a manufacturing process with normal dimensional tolerances, visible layer lines and minor cosmetic variation. These characteristics are not defects. Where you supply the 3D model, you are responsible for its accuracy and fitness for purpose; we are not able to refund parts printed correctly from a flawed file.

5. Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty or is not what you ordered, contact us within 48 hours of delivery at info@proto-teq.com with photographs of the item and its packaging.

We will arrange a replacement, a repair or a full refund including delivery charges, at no cost to you. We cover return shipping in these cases.

6. How Refunds Are Issued

Once we receive and inspect a returned item, we will email you to confirm receipt and let you know whether the refund has been approved.

Approved refunds are issued to the original payment method within 7 to 14 working days. Where payment was made by bank transfer or through a custom payment link, the refund is returned to the same account. Depending on your bank or card issuer, it may take a further few working days to appear on your statement.

If you have not received an approved refund after 14 working days, please check with your bank first, then contact us at info@proto-teq.com.

7. Return Shipping

Once your return is approved, send the item to:

Prototeq Solutions
84/D, Borella Road
Aturugiriya
Sri Lanka, 10150

For change-of-mind returns you are responsible for return shipping costs, and the original delivery charge is non-refundable. For faulty, damaged or incorrect items, we cover the cost of return shipping.

Please pack items securely, ideally in the original box. We recommend a trackable courier for higher-value items such as printers — we cannot issue a refund for a return that does not reach us.

8. Need Help?

For anything relating to refunds, returns or warranty, contact us at info@proto-teq.com or call 076 844 9939, open 9.00am to 7.30pm Monday to Saturday.

Nothing in this policy limits your statutory rights under the Consumer Affairs Authority Act No. 09 of 2003 of Sri Lanka.

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