Return & Refund Policy

Last updated: July 22, 2026

This Return & Refund Policy applies to purchases made through tinmorry.net.

This policy is operated by:

TINMORRY CO.,LIMITED
FLAT/RM S163, 2/F, THE CAPITAL
61–65 CHATHAM ROAD SOUTH
TSIM SHA TSUI, KOWLOON
HONG KONG

Email: support@tinmorry.net

1. Statutory Consumer Rights

Nothing in this policy excludes, restricts, or limits any mandatory consumer rights or legal remedies available under the laws applicable to your order.

Consumers in certain countries or regions, including the European Union and the United Kingdom, may have statutory cancellation, return, repair, replacement, or refund rights in addition to the voluntary return policy described below.

Where mandatory law provides greater protection than this policy, the mandatory law will apply.

2. Our 30-Day Voluntary Return Policy

In addition to any statutory rights you may have, we offer a voluntary 30-day return policy.

You may request a return within 30 days after receiving your order, provided that the product:

• Is unused and unopened;
• Remains in its original sealed packaging;
• Is in the same condition in which it was received;
• Includes all original accessories, labels, manuals, and packaging;
• Is accompanied by valid proof of purchase.

Returns requested under this voluntary policy must be approved by us before being sent back.

3. Opened or Used Filament

Because 3D printing filament can be affected by moisture, storage conditions, printer hardware, slicing settings, calibration, and handling after opening, opened, used, or partially used filament is generally not eligible for return under our voluntary 30-day return policy.

This restriction does not apply where:

• The product has a verified manufacturing defect;
• The wrong product was supplied;
• The product was damaged before or during delivery;
• Applicable consumer law provides otherwise.

Where a consumer exercises a statutory cancellation right, the consumer may inspect the product only to the extent reasonably necessary to establish its nature, characteristics, and functionality. Where permitted by law, we may make a reasonable deduction for any reduction in value caused by handling beyond what would normally be permitted in a retail store.

4. Products Not Eligible for Voluntary Return

The following products are not eligible for return under our voluntary return policy unless defective, damaged, incorrectly supplied, or otherwise covered by mandatory law:

• Opened, used, or partially used filament;
• Customized products;
• Private-label products;
• Special-order products;
• Products manufactured or sourced specifically for the customer;
• Gift cards; 
• Products clearly identified as non-returnable before purchase.

5. Damaged, Defective, or Incorrect Products

Please inspect your order as soon as possible after delivery.

If you believe that a product is defective, damaged during transportation, materially different from its description, or incorrectly supplied, please contact us as soon as possible, preferably within seven days of delivery.

The seven-day period is intended to help us investigate the issue promptly and does not limit any mandatory statutory rights.

When contacting us, please provide:

• Your order number;
• The product name, material, color, and quantity affected;
• Photographs or videos clearly showing the issue;
• Photographs of the spool, product label, batch number, packaging, and shipping carton where available;
• Relevant printing parameters, printer model, nozzle type, and drying conditions where the issue concerns printing performance;
• Any other information reasonably necessary to investigate the reported issue.

We may ask you to complete reasonable troubleshooting steps, such as drying the filament, changing the nozzle, checking printer calibration, or testing the product on another printer.

A request for troubleshooting information does not mean that we have rejected your claim. It is used to help determine whether the issue was caused by the product, printing equipment, settings, storage conditions, transportation, or another factor.

6. Issues That Are Not Normally Considered Manufacturing Defects

Printing results may vary depending on factors outside our control, including:

• Printer condition and calibration;
• Nozzle wear, blockage, contamination, or residue;
• Nozzle diameter and material;
• Extrusion temperature;
• Bed temperature;
• Printing speed;
• Cooling settings;
• Retraction settings;
• Slicer settings;
• Moisture absorption;
• Drying method and duration;
• Storage conditions;
• Build surface condition;
• Enclosure temperature;
• User operation.

Problems caused solely by unsuitable printing parameters, insufficient drying, improper storage, incompatible hardware, normal nozzle wear, contamination within the printer, or user operation are not considered product manufacturing defects.

7. Available Remedies for Confirmed Problems

If we confirm that a product was defective, damaged during delivery, or incorrectly supplied by us, we may provide one or more of the following remedies, depending on the circumstances and applicable law:

• Technical assistance;
• A replacement product;
• Replacement of the affected quantity;
• A partial refund;
• A full refund;
• A return shipping label;
• Reimbursement of reasonable return shipping costs.

The appropriate remedy will depend on the nature of the issue, the quantity affected, product availability, investigation results, and applicable consumer law.

We do not automatically issue a full refund or replacement solely on the basis of an initial report before the available information has been reviewed.

8. Order Cancellations

Please contact us immediately if you wish to cancel or change an order.

We will try to accommodate cancellation or modification requests before the order is processed. However, we cannot guarantee that an order can be changed or cancelled after it has entered fulfillment or been dispatched.

If the order has already been dispatched, it may need to be handled as a return.

Any statutory cancellation rights remain unaffected.

9. How to Request a Return

To request a return, contact:

support@tinmorry.net

Please include your order number, the reason for the return, the products and quantities involved, and any supporting photographs or information.

Returns must be authorized before shipment.

Products returned without prior authorization may be refused, delayed, or returned to the sender.

If the return is approved, we will provide the appropriate return address and instructions. Products must not be returned to the address shown on the original parcel unless we specifically instruct you to use that address.

10. Return Shipping Costs

For voluntary returns that are not caused by a product defect, shipping damage, or an error by TINMORRY:

• The customer is responsible for return shipping costs;
• The customer is responsible for ensuring that the parcel is securely packaged;
• We recommend using a trackable and insured shipping service;
• We are not responsible for return parcels that are lost or damaged before reaching the authorized return address.

Where a return is approved because of a confirmed defect, shipping damage, or an error by us, we will provide a return label or reimburse reasonable return shipping costs where appropriate.

For statutory change-of-mind cancellations, the customer is responsible for the direct cost of returning the products unless applicable law requires otherwise or we expressly agree to pay those costs.

11. Original Delivery Charges

For returns made solely under our voluntary 30-day policy, original delivery charges are normally non-refundable unless the return results from a confirmed defect, shipping damage, or our error.

Where applicable law requires us to refund the original standard delivery charge following a statutory cancellation, we will refund the cost of the least expensive standard delivery method offered for the order.

Any additional amount paid for express, expedited, premium, or other optional delivery services may not be refundable where permitted by law.

12. Inspection of Returned Products

Returned products will be inspected after arrival.

We may refuse or reduce a refund where permitted by law if:

• The product does not match the authorized return;
• The product has been used, damaged, contaminated, or altered;
• Parts, labels, packaging, or accessories are missing;
• The product was not packaged adequately for return;
• The product shows damage caused after delivery;
• The value of the product has been reduced by handling beyond what was reasonably necessary.

We may ask for additional information before completing the inspection.

13. Refund Processing

After the returned product has been received and inspected, we will notify you whether the refund has been approved.

Approved refunds will normally be issued to the original payment method.

Where required by applicable law, we will issue the refund within the legally required period. We may withhold the refund until we have received the returned product or until you provide acceptable evidence that the product has been sent back, where permitted by law.

After we issue the refund, banks, card issuers, PayPal, and other payment providers may require an additional 5–10 business days to post the funds to your account.

Shipping costs, return charges, loss in product value, or other amounts may be deducted only where permitted by this policy and applicable law.

14. Exchanges

Exchanges are subject to product availability and prior approval.

In some cases, the fastest option may be to return the original product and place a new order.

Where an exchange is requested for a reason not caused by a defect, shipping damage, or our error, the customer may be responsible for the return and replacement shipping costs.

15. Failed Delivery and Returned Parcels

Orders returned because of an incorrect or incomplete address, refusal, failure to collect, recipient unavailability, restricted access, or another circumstance attributable to the recipient are handled under our Shipping Policy.

Complimentary repeated replacement shipments will not be provided where previous delivery attempts failed because of circumstances attributable to the customer or recipient.

16. Business and Wholesale Orders

This voluntary consumer return policy does not automatically apply to wholesale, distributor, reseller, customized, private-label, or other business-to-business orders.

Business customers will receive separate quotations, pro forma invoices, purchase terms, shipping terms, or written agreements.

Where separate written terms have been agreed with a business customer, those terms will take precedence over this policy to the extent permitted by law.