General provisions

These Terms of Sale regulate the legal relationships that arise between the online store Heldi3D (Seller) and the buyer (Client) when purchasing products from the website heldi3d.ee.

Prices and Payment

All prices displayed in the online store are in euros. The price is added to the delivery fee according to the delivery method chosen by the Customer. Payment is made securely through the bank links of Maksekeskus AS. The Seller is the controller of personal data and forwards the personal data necessary for making payments to the authorized processor Maksekeskus AS. The Seller does not have access to the Customer's bank details or card details.

Order Processing and Sales Contract

To place an order, Customer selects the products, adds them to the shopping cart and fills in the required data fields (name, phone, e-mail, location of the parcel terminal). The sales contract is considered concluded from the moment the order amount is received in the Seller's bank account. The order can be canceled or changed before the goods are shipped. To do this, please contact us as soon as possible at tellimus@heldi3d.ee. If the ordered goods cannot be delivered due to the goods being out of stock or due to other unforeseen circumstances, the Customer will be notified as soon as possible and the money paid will be refunded immediately, but no later than within 14 days of sending the notification.

NB! To place a custom order You must first contact us by email tellimus@heldi3d.ee and describe Your wishes as precisely as possible.

Delivery

Products are delivered within Estonia via logistics partners Omniva, Smartpost and DPD. The shipping cost of the goods is paid by the Customer, unless otherwise stated. Orders are generally fulfilled and posted within 2-5 business days after receipt of payment, except for special orders, the completion time of which is agreed separately with the Customer.

Product features and Safety

The Customer confirms that he is aware of the specific features of 3D printing technology, in which the surface of the product may have visible layers, small irregularities or surface differences resulting from the technological process. These are not considered product defects if they do not prevent the intended use of the product. The Customer confirms that he is aware that the actual color of the product may differ slightly from the photo displayed in the online store. Color differences may result from the settings of the Customer's device screen, the light surrounding the product, or the specifics of the batches of material supplied by the filament manufacturer. Color differences may also result from the lighting or image processing of the photos taken by the Seller. The Seller does its best to convey the color of the product as truthfully as possible, but cannot guarantee 100% compliance of the color tone on every device and lighting conditions. These differences are not considered non-conformity of the product to the order.

To get a more accurate idea, the Customer may, if desired, ask the Seller for additional photos or video material of a specific product before making a purchase, using the chat window or by writing to the address info@heldi3d.ee

For toys and decorative objects, the Customer must follow the age restrictions and warnings provided with the product. 3D printed products may contain small parts or, if broken, may create parts that may pose a choking hazard. Products should not be given to children under 3 years of age without adult supervision., unless otherwise stated on the product. The seller is not responsible for any damage caused by improper care or storage of the product (e.g. exposure to excessive heat, washing in a dishwasher or using as food unless otherwise stated in the product description).

Special terms and conditions for custom orders and design services

The seller fulfills custom orders in FDM technology (layered plastic printing). The Seller does not offer a resin or SLA printing service. A custom order is a service where the product is manufactured based on a 3D model (e.g. .STL or .STEP file) provided by the Customer or as a unique design solution created by the Seller according to the Customer's instructions. A custom order also includes modifications to existing models, such as changing sizes, adding names or color combinations not available in the standard range.

Ordering and Payment The process of fulfilling a special order begins only after the Customer has paid 100% of the invoice. The Customer has the right to cancel the order and receive a refund only if the Seller has not yet started the preparation for the production of the product or the printing process. Once production has begun, the order cannot be canceled or changed and the product is not subject to the 14-day right of withdrawal.

Design service and model creation The Seller offers the opportunity to order products with a custom design based on the Customer's description or sketch under the following conditions:

• Workload estimation: The Seller reserves the right to refuse projects that are technically too complex, require extensive modeling work, or exceed the Seller's current technical capabilities. The suitability of each design project is assessed individually.

• Within reasonable limits: The price of a custom design includes up to two (2) free rounds of changes within the original scope of work. In the event of more extensive changes or significant changes to the original vision, the Seller has the right to charge additional fees as agreed.

• Model ownership: Unless otherwise agreed in writing, the files and intellectual property of the 3D models created by the Seller remain with the Seller. The Customer is entitled to receive the ordered physical product, but not the digital model file.

• Confirming the final result: Before printing, the Seller will provide the Customer with a digital preview. The confirmation given by the Customer is final and any subsequent claims regarding the design (shape, proportions, etc.) will not be accepted.

Responsibility and quality The Customer is responsible for the technical correctness and content of the files provided. The Seller is not responsible for structural errors caused by the original file or instructions provided by the Customer. The completion time for special orders is estimated. The Seller is not responsible for delays caused by technical errors (e.g. printing failure), but will inform the Customer immediately in such cases.

Intellectual property By placing a custom order, the Customer confirms that he/she has the legal right to reproduce the respective object. The Seller reserves the right to refuse an order that clearly infringes the copyrights of third parties or is contrary to good morals.

Right of withdrawal and custom orders

The customer has the right to withdraw from the contract within 14 days from the date of receipt of the goods. The returned goods must be unused, undamaged and in the original packaging. To return the products, return form must be filled or an application must be sent to info@heldi3d.eeThe return fees are covered by the Customer, unless the product is defective or does not correspond to what was ordered.

NB! According to the Law of Obligations Act, the 14-day right of withdrawal does not extend to products that are made taking into account the Customer's personal needs or according to the conditions provided by the Customer (custom-made 3D-printed products and works made based on the Customer's files).

Submitting complaints

The right to submit a complaint for all products is valid for 2 years in accordance with the Law of Obligations Act. The right to submit a complaint applies if the defect already existed at the time of delivery of the product and becomes apparent within a maximum of two years.

If a defect occurs, the Customer must notify the Seller as soon as possible, but no later than within 2 months. To submit a complaint, Customer must contact the Seller by email info@heldi3d.ee and provide:

• proof of purchase (invoice or order confirmation),

• a precise description of the defect,

• photos or videos of the defect that has occurred.

The seller has the right to first eliminate the defect, replace the product, or offer another legal solution. Refunds will only be issued if the defect cannot be eliminated or the product cannot be replaced. The Seller is not liable for defects that have arisen after the delivery of the goods due to the Customer's actions or inaction (including incorrect use, mechanical damage, storage of 3D printed parts in inappropriate conditions, failure to follow maintenance instructions or natural wear and tear).

Dispute resolution

If the Customer has any complaints about the Seller, please send them to the address info@heldi3d.ee. If the involved parties are unable to resolve the dispute by agreement, the Client has the right to contact the Consumer Protection and Technical Supervision Authority (Consumer Disputes Commission).

These terms and conditions of sale are valid from: 09.03.2026