Return Policy

RETURN POLICY

Last updated on September 30th, 2024 by Fremover 

Every product purchased at Fremover has a 14-day return policy. If an item is faulty, you may return or exchange it within 14 days of receipt. After 14 days from receipt, returns will not be accepted.

Please Note: All 'Clearance Items' sales are final. 'Clearance Items' are not covered by the 14-day return policy.

Contact support@fremover.net

Claim Process - Fremover

At Fremover, we aim to provide you with the best service and support. If you ever encounter an issue with your 3D printing filaments, we’re here to assist you through every step of the process. Once all the necessary documentation, photos, and details are submitted, we’ll begin processing your claim. This process usually takes 3 to 15 business days. After your claim has been reviewed and resolved, the solution will be processed within 3 to 5 additional business days, unless the items need to be inspected, which may take extra time for shipment to our factory.

 

  1. Broken Spool

Required documentation: Please provide:

  • A photo of the broken spool.
  • A group photo of all the spools involved to verify quantity and condition.

What happens next:

  • We will open a claim with UPS using the provided information.
  • If the issue is verified, we will send replacement filaments.

 

Recommendation: To prevent future damage, we recommend purchasing the filaments with a boxed option. If you’d like the replacements with box, there will be a small additional cost of $0.60 per spool; otherwise, replacements will be sent without box. Alternatively, if preferred, a refund can be processed instead of a replacement.

 

  1. Filament with Production Issues

Common issues: Tangled filaments, foreign particles, differences in diameter or color.

Required documentation: Please provide:

  • A photo showing the defect in the filament.
  • A group photo of all the spools involved to verify quantity.

What happens next:

  • If more than 50% of your order is affected, we may request that the defective products be returned to the factory for evaluation.
  • If less than 50% of the order is affected, you can keep the spools.

Resolution: We will offer a store discount coupon equivalent to the amount claimed, plus an additional 15% as a goodwill gesture. If a coupon is not suitable for you, we can process a refund equivalent to the amount paid for the defective items.

 

  1. Shipping Issues (Lost Package)

What happens next:

  • We will open a claim with UPS. The investigation typically takes 8 to 15 business days.
  • If the package is confirmed lost, we will send a replacement package after the investigation is completed.
  • In case the package is found before a replacement is sent, no further action will be needed.

 

  1. Order Assembly Issues (Incorrect Color or Quantity)

Required documentation: Please provide a photo showing the incorrect items (color or quantity) received.

What happens next:

     - We will verify the details and, if it’s confirmed, we will offer a store discount coupon equivalent to the amount claimed, plus an additional 15% as a goodwill gesture. If a coupon is not suitable for you, we can process a refund equivalent to the amount paid for the defective items.

At Fremover, your satisfaction is our priority, and we strive to ensure any issue is resolved smoothly and fairly. If you have any questions during the claims process, don’t hesitate to reach out to us!