Terms and Conditions

These terms and conditions apply when you shop with 3D Prima. Certain provisions differ depending on whether you are purchasing as a consumer or a business customer.

Orders and Purchase Agreements

A binding purchase agreement is formed when 3D Prima confirms your order by sending an order confirmation by email.

The order confirmation is generated automatically using the information recorded in our system. If the order confirmation contains an obvious error, such as an incorrect price, incorrect product information or an incorrectly stated delivery time, we reserve the right to correct the error. You will be informed as soon as possible and may cancel the purchase if you do not accept the correction.

All offers are subject to availability, unless expressly stated otherwise.

Persons under the age of 18 may only make purchases with the consent of a parent or legal guardian.

Prices and VAT

Prices may be displayed in Swedish kronor (SEK) or euros (EUR). Customers in Sweden must pay in Swedish kronor.

You can choose to display prices including or excluding VAT in the online store. Swedish VAT is charged to consumers and business customers in Sweden in accordance with the applicable rules.

Businesses registered for VAT in an EU country other than Sweden may be invoiced without Swedish VAT, provided that a valid VAT number is supplied and all other legal requirements are met.

Sales of goods transported to a country outside the EU are normally not subject to Swedish VAT. The customer is responsible for any local taxes, customs duties, import charges and other costs that may arise in the destination country.

3D Prima reserves the right to change prices and is not responsible for products selling out or for any errors in text, images or information on the website or in advertisements.

Shipping Costs

Shipping costs are calculated based on the total weight and volume of the order, the delivery address and the selected shipping method.

The exact shipping cost is displayed at checkout before the order is completed.

Orders exceeding the free shipping threshold in effect at the time may be shipped free of charge. The current threshold and any exceptions are shown at checkout.

Delivery

We offer several delivery options to make it easy for you to receive your order wherever you are. Depending on your location, we work with different shipping partners to provide delivery methods that suit your needs and preferences.

Our goal is always to get your order to you as quickly and smoothly as possible. The available delivery options may vary depending on the products in your order and the country you live in, but we strive to make the process simple and reliable every time.

All orders are dispatched from 3D Prima’s warehouse in Malmö, Sweden.

Available shipping methods, the carrier used, and the estimated delivery time are displayed at checkout after you select your country and shipping method.

Delivery time

Delivery times vary depending on the products in your order and the country they are shipped to. From our warehouse in Malmö, Sweden, deliveries to most European countries typically take anywhere from a few days up to about a week, while deliveries to the rest of the world may take a bit longer. The delivery time is calculated from the moment your order has been packed and shipped, not from the time of purchase. As soon as your package has been picked up, you will be able to track it and see the estimated delivery date via the shipping company.

You will be able to see an estimated delivery date by tracking your order with the shipping company as soon as the package has been picked up.

Please note that during peak seasons or sale periods, delivery times may be longer due to increased order volumes.

We do not offer partial deliveries. This means that if a product in your order is not yet in stock, the entire shipment will be held until all items are available. If you do need a partial delivery you have to place a separate order for the product not yet in stock.

Orders are not processed or shipped on weekends or official Swedish holidays, and our customer service team is also off during these days. We will resume processing and shipping orders as soon as the holidays are over.

Delivery options

Available options and shipping costs may vary depending on the products in your order and the country you live in. We offer at least one free shipping method on orders over 100 EUR to most EU countries* and you will see the available delivery options and the total shipping cost for your order at checkout.

*Free shipping does not apply to certain remote destinations, islands, as well as Cyprus and Malta.

Stock Status

For products in stock, you can see the available quantity directly on our website. All items are shipped from our warehouse in Malmö, Sweden, and when you place an order, the products are immediately reserved for you. It is possible to preorder many of our products when they are not in stock. In those cases, your order will ship when all items in your order are in stock.

If a product is marked as ETA in stock, it is not yet in our warehouse. The date shown is the estimated arrival date for when we expect the product to be back in stock. By placing an order, you reserve your spot in line to receive the product as soon as it becomes available. ETA is always preliminary and is subject to change.

If a product is marked as Date not confirmed, we have placed an order with our supplier but have not yet received a confirmed delivery date. Please note that some products can have long lead times.

If a product is marked as Upon request, it is not a stocked item. When you place an order, we will order the product from our supplier before shipping it to you.

Customs and Import Duties

We are located in Sweden, which is part of the European Union. For orders shipped within the EU, VAT is included in the total price and no additional customs duties or fees will apply.

For certain countries outside the EU, customs duties, taxes, or handling fees may be charged by local authorities once your order arrives. These charges are the responsibility of the customer. Please note that some of our products may not be allowed to enter specific countries and could be held by customs. It is the customer’s responsibility to check local import regulations before placing an order.

In most cases it is the shipping company that will handle the import procedure and they will pay the import tax and fees in advance. You as the customer will then get the bill for the procedure from them to be paid before delivery can happen. Observe that this bill is not a shipping cost.

Some of our products are too large, heavy, or fragile for long-distance transport. We reserve the right to decline shipping for such items.

If a parcel is held by customs and not collected, it may incur return shipping or handling fees. In such cases, these costs will be charged to the customer.

Pick-up at Warehouse not available

We previously offered the option to collect orders directly from our warehouse in Malmö. Since we moved to our new warehouse, we are unfortunately no longer able to provide this service. All orders are now shipped using our available delivery options.

Right of Withdrawal for Consumers

As a consumer, you have a statutory right to withdraw from a distance purchase within 14 days. The withdrawal period begins on the day after you receive or collect the goods.

3D Prima does not offer a voluntary right to return goods. However, the statutory right of withdrawal always applies to the extent provided for by the Swedish Act on Distance Contracts and Off-Premises Contracts (2005:59).

Orders cannot be cancelled via the chat/virtual assistant. If your order has not yet shipped, please contact 3D Prima’s customer service as soon as possible and include your order number. The fastest way is to open a support ticket at https://www.3dprima.com/3dprima/contact-us. You may also contact us by email or phone via the Contact info page. If your cancellation request is accepted and you have already paid, a full refund will be issued to the original payment method according to our terms.

Return shipping fee for heavy items

When exercising the 14‑day right of withdrawal for printers, laser cutters, or items over 10 kg, a return shipping fee of €45 applies.

Please note: If the product has been used or is not returned in unchanged condition, additional fees may be charged.

How to Exercise Your Right of Withdrawal

To exercise your right of withdrawal, you must notify 3D Prima’s customer service within the withdrawal period. Your notification must clearly state that you wish to withdraw from the purchase and include the information needed to identify the order.

After notifying customer service, wait for an RMA (Return Merchandise Authorization) number and specific return instructions. Do not send the item until you have received your RMA and the return instructions.

Condition of the Product

You may open the packaging and examine the product to the extent necessary to establish its characteristics and functionality.

If the product has been handled beyond what is necessary and this has reduced its value, we reserve the right to make a reasonable deduction from the refund for the reduction in value and, in certain cases, to refuse a return.

A deduction for a reduction in value may apply, for example, if:

· the product has not been properly cleaned

· accessories or parts are missing

· consumables have been used

· the product has been damaged

· the product packaging forms part of the value of the goods and has been damaged or is missing

The deduction is determined by the actual reduction in the product’s value when we receive it. No deduction is made if the product is returned in unchanged condition.

The product should be returned in its original packaging, together with the associated inner packaging and packing materials. If the original packaging is unavailable, the product must be packed in an equivalent and secure manner.

You are responsible for the goods during return transport and bear the risk of damage caused by inadequate packaging.

Exceptions to the Right of Withdrawal

The right of withdrawal does not apply where a statutory exception applies. Examples may include:

· sealed software where the seal has been broken

· digital content whose supply has begun with the customer’s express consent and acknowledgement that the right of withdrawal is thereby lost

· consumables that have been used, such as resin, filament, nozzles and build plates

Refunds

If you exercise your right of withdrawal, we will refund the purchase price excluding the shipping charge.

Refunds are normally made using the same payment method as the original purchase. We may withhold the refund until we have received the returned goods.

The customer is responsible for the cost of return shipping at the rates set out below.

A different return shipping cost may apply to particularly large, heavy or bulky products. In such cases, the customer will be informed of the cost before the return is made.

Warranty for Consumers

3D Prima provides a two-year warranty on all products, unless otherwise stated for the product in question.

The warranty covers defects in materials, design and manufacture that become apparent during the warranty period under normal and intended use. If a defect is covered by the warranty, we will repair or replace the product in accordance with the warranty terms.

The warranty does not cover:

· normal wear and tear or consumable parts

· damage caused by improper use or handling

· incorrect installation or inadequate maintenance

· accidents or external causes

· unauthorised repairs or modifications

· alterations, upgrades or other changes made without written approval from 3D Prima.

If an inspection shows that the product is free from defects or that the defect is not covered by the warranty, for example because of user error or external damage, the customer may be charged reasonable inspection, shipping or repair costs. The customer will be informed of the cost before any chargeable repair is carried out.

For an accepted warranty claim, 3D Prima will cover the reasonable costs necessary to remedy the defect.

The warranty is a voluntary undertaking and does not limit the customer’s statutory rights in respect of defective goods.

Statutory Rights for Consumers in Respect of Defective Goods

As a consumer, you have the right under the Swedish Consumer Sales Act to make a claim for a defect that existed when you received the goods, for up to three years from the date of receipt.

You must notify us of the defect within a reasonable time after you discovered or should have discovered it.

To make a claim for defective goods, contact our customer service by email at info@3dprima.com. Include your order or invoice number and describe the defect in as much detail as possible. Please also include photographs or video footage showing the defect, if available.

Following an initial assessment, you will receive information on how the claim will be handled and, where applicable, a return authorisation number (RMA) and return instructions.

If the claim is accepted, 3D Prima will cover the reasonable costs necessary to handle it, including necessary transport costs. The defect will be addressed in accordance with the Swedish Consumer Sales Act, for example through repair, replacement, a price reduction or a refund, depending on the circumstances.

Any refund is normally made using the same payment method as the original purchase and is processed as soon as the case has been closed.

In the event of a dispute, 3D Prima follows the recommendations of the Swedish National Board for Consumer Disputes (ARN). Further information on consumer rights is available on the Swedish Consumer Agency’s website: www.konsumentverket.se.

Warranty and Liability for Defects for Business Customers

The following terms apply to purchases made by traders, businesses, organisations and other legal entities, unless otherwise agreed in writing.

3D Prima provides a six-month warranty from the date of delivery. The warranty covers defects in materials, design and manufacture under normal and intended use.

The warranty does not cover:

· normal wear and tear or consumable parts

· incorrect installation or use

· inadequate maintenance

· unauthorised repairs or modifications

· damage caused by an accident or other external causes

If a defect is covered by the warranty, 3D Prima may, at its discretion, repair the product, replace it with an equivalent product or refund the purchase price paid.

To the extent permitted by applicable law, the buyer’s right to make claims for defects is limited to the rights provided under this warranty. Once the warranty period has expired, 3D Prima accepts no liability for defects in the goods, unless otherwise agreed in writing.

3D Prima is not liable for indirect or consequential losses, such as loss of profit, loss of production, loss of data or other consequential financial losses, except where such liability arises under mandatory law.

Business customers do not have a statutory right of withdrawal. 3D Prima does not offer a voluntary right to return goods, unless otherwise agreed in writing.

VAT Exempt Sales to Businesses within the EU

Businesses registered for VAT in an EU country other than Sweden may be invoiced without Swedish VAT if a valid VAT number is supplied and the other requirements for VAT-exempt intra-Community sales are met.

The VAT number is checked before the sale. If the conditions for VAT exemption are not met, the applicable VAT will be charged.

To enter your EU VAT number during checkout, first select "Business customer" and then choose your EU delivery country. The VAT number field will appear after these selections.

If you place an order without entering a valid EU VAT number, VAT will be charged.

If the VAT number field does not appear after selecting Business customer and an EU country, please contact our support at info@3dprima.com or submit a ticket via https://www.3dprima.com/3dprima/contact-us.

Prices on the website may be displayed including VAT. Once an eligible business customer has logged in or registered and entered a valid VAT number, the VAT is adjusted at checkout.

Payment

Available payment options are displayed at checkout and may vary depending on the customer type, order value and delivery country.

Consumers

Consumers can use the payment options displayed at checkout, including:

· PayPal

· major debit and credit cards via PayPal

· Klarna Checkout

Payments are processed by the respective payment provider in accordance with that provider’s own terms and privacy policy.

Business Customers

Business customers can use the payment options displayed at checkout, including PayPal and, subject to a satisfactory credit check, payment by invoice.

The standard payment term for approved business customers is 14 days. Government authorities and municipalities have a payment term of 30 days, unless otherwise agreed.

In the event of late payment, 3D Prima may charge late payment interest and statutory payment reminder and debt collection fees.

Leasing

Business customers wishing to finance equipment through leasing are welcome to contact us for an individual leasing quotation. Leasing is subject to a standard credit check and the leasing provider’s terms.

Installment availability

Installments via PayPal are not offered by 3D Prima. Card payments handled by PayPal (Visa, Mastercard, American Express) and direct PayPal payments are processed as single transactions. 3D Prima does not offer custom installment arrangements (e.g., splitting an order into multiple manual payments). If installments are available, they are offered exclusively through Klarna and will be shown during checkout based on Klarna’s eligibility assessment.

For PayPal payments, cookies must be enabled. If browser cookies are blocked, the login/authorization and the redirect back to checkout may fail. Allow cookies for 3D Prima and try the payment again.

Klarna payment methods

Depending on your country, order details, and Klarna’s eligibility assessment, installment payments may be offered through Klarna at checkout. If available for your purchase, Klarna will display the specific options during the checkout process. Availability is determined by Klarna and shown directly in the payment step.

Klarna payment options are assessed during checkout and may not always be available. If Klarna is not displayed at checkout, it means Klarna has not approved the payment option for that specific order or customer details.

Please ensure your country and whether you are shopping as a private person or business are entered correctly, and that your browser accepts cookies. Note: References to Klarna elsewhere (e.g., in the footer) do not guarantee availability in checkout.

Discount codes

There is no standard first‑time buyer discount.

We do not provide a fixed newsletter sign‑up discount code. Promotions or discounts may occasionally be communicated via the newsletter or shown on the webshop front page; availability is limited and offers apply only while stock lasts.

Check the homepage or the newsletter sign‑up box to see if a specific sign‑up discount is currently offered.

If a discount code does not work, please:

1. Confirm the offer is still valid and the code applies to your items.
2. Ensure your browser accepts cookies, as the webshop requires cookies to function.
3. Note the exact error message shown and share it with our support team.

To request help or ask about alternative codes, please open a support ticket and a human agent will assist you.

Delivery Errors

If your delivery contains damaged or defective goods, the wrong product or an incorrect quantity, contact our customer service as soon as possible.

Telephone: +46 40 684 97 90

Email: info@3dprima.com

Include your order number and describe the problem. Please also include photographs of the goods, packaging and shipping label, if available.

If the claim is accepted, 3D Prima is responsible for the reasonable costs necessary to correct the error, including necessary transport costs.

3D Prima follows the recommendations of the Swedish National Board for Consumer Disputes (ARN).

Transport Damage

Visible transport damage should be documented and reported to 3D Prima’s customer service as soon as possible after receipt of the delivery.

Concealed transport damage should be reported as soon as it is discovered.

Contact us at:

Telephone: +46 40 684 97 90

Email: info@3dprima.com

Keep the goods, outer packaging, inner packaging and shipping label until the case has been closed. Please also photograph the damage and packaging from several angles, if possible.

A consumer’s statutory rights are not affected by a failure to report transport damage directly to the carrier. The claim must be made to 3D Prima, which is responsible for the goods until the consumer has received them.

Uncollected or Undelivered Shipments

A shipment that is not collected or cannot be delivered because the customer has been unavailable does not constitute an exercise of the right of withdrawal.

If a shipment is returned to us because it has not been collected or could not be delivered, we may charge the customer an administrative fee of SEK 195 including VAT, together with our actual shipping costs for transport to the customer and back to us. The charge must not exceed our actual and reasonable costs.

For specially ordered or customised products, additional costs may apply in accordance with what was agreed at the time of ordering and with applicable law.

Personal Data and Privacy

When you place an order, register a customer account or contact our customer service, 3D Prima processes the personal data necessary to administer the order, process payment, deliver the products, provide customer service and comply with legal obligations.

We may also keep records of our communications with you to manage customer enquiries, improve our service and protect our legal claims.

Personal data may be shared with selected recipients who need the data to provide their services, such as payment providers, carriers, IT providers and other contracted partners. The data is not disclosed to other parties without a legal basis.

Personal data is retained for no longer than is necessary for each purpose or required by law, such as accounting legislation.

Subject to the conditions set out in the General Data Protection Regulation (GDPR), your rights include the right to:

· receive information about how your personal data is processed

· have inaccurate or incomplete data corrected

· request the erasure of data or the restriction of processing

· object to certain processing

· request to receive data in a portable format

Certain data may need to be retained despite a request for erasure, for example to comply with a legal obligation or to establish, exercise or defend legal claims.

Contact our customer service if you wish to exercise your rights or have questions about our processing of personal data. Full information is available in 3D Prima’s privacy policy.

Klarna

To offer Klarna’s payment options, we may transfer contact and order information to Klarna. This information is used, among other things, to assess which payment options can be offered and to tailor the payment solution.

Klarna processes the personal data it receives in accordance with its own privacy notice.

Cookies

3D Prima uses cookies and similar technologies to ensure that the website and online store function correctly. Necessary cookies are used, among other things, to manage the shopping cart, login, security and ordering process.

With your consent, we may also use cookies for statistics, analytics, personalisation and marketing. You can change or withdraw your consent at any time through the website’s cookie settings.

If necessary cookies are blocked, certain website functions may stop working, such as the shopping cart, login or the ability to place an order.

Further information about the cookies used, their retention periods and the parties that have access to the data is available in 3D Prima’s cookie policy.

Force Majeure

3D Prima is not liable for delays or failure to fulfil an obligation if this is due to circumstances beyond our reasonable control that we could not reasonably have foreseen or avoided.

Such circumstances may include war, government decisions, natural disasters, epidemics, major operational or communications disruptions, industrial disputes, transport disruptions or a supplier’s failure to deliver as a result of such circumstances.

The relief from liability applies only for as long as the impediment persists. We will inform affected customers as soon as reasonably possible. This provision does not affect a consumer’s rights under mandatory law.

Contact

To reach customer support, please use our online contact form to open a support ticket: https://www.3dprima.com/3dprima/contact-us. A human agent will assist you via the ticket.

Note: In some cases, phone support may not be available. If you cannot reach us by phone (+46 40 684 97 90), please submit your request via the contact form.

Prima Printer Nordic AB

Blidögatan 27 D

211 24 MALMÖ

SWEDEN

Tel: + 46 40 684 97 90

info@3dprima.com

Company reg.nr: 556957-2927

VAT nr: SE556957292701