Refund policy
4.1 Ready-made products and unopened filament
Subject to the exclusions below, a customer may request to return or exchange an eligible online purchase within 14 days after receiving it if the item is unused, unopened where applicable, complete, and in its original condition and packaging.
To request a return, contact support@crionkw.com or WhatsApp +965 6994 2109 with the order number. Do not send an item without receiving return instructions. We may request reasonable proof of purchase and inspect the returned product.
Eligible statutory returns will be handled without an unlawful penalty or restocking fee. Any collection or return arrangement will be explained when the request is approved and handled in accordance with applicable Kuwait law.
4.2 Items not eligible for change-of-mind return
Unless the item is defective, materially misdescribed, incorrect, or another mandatory legal right applies, change-of-mind returns are not available for:
- custom-made, personalized, or customer-specified 3D prints;
- products that have been used, installed, damaged after delivery, altered, or returned incomplete;
- opened or used filament; or
- any other category lawfully excluded from a return right.
4.3 Custom-order cancellation
A custom-print order may be cancelled for a full refund before production starts. Production starts after the approved quote or design and payment confirmation, when printing or material preparation for that specific project begins.
Once production has started, a custom order cannot be cancelled or returned merely because the customer changed their mind. This does not affect remedies for a manufacturing defect, a material failure to match the approved specification, or any other mandatory legal right.
4.4 Defective, damaged, wrong, or misdescribed products
Inspect the order as soon as reasonably possible. If an item arrives damaged, defective, incorrect, or materially different from its description or approved custom specification, contact us promptly. Reporting visible delivery damage within 48 hours helps us investigate with the delivery provider, but this request does not remove any statutory right you have after that period.
We may request photographs, video, return of the item, or other reasonable evidence. Once the issue is confirmed, we will provide an appropriate remedy, which may include repair where suitable, replacement, or refund, in accordance with the circumstances and Kuwait law.
4.5 Refund method and timing
Approved refunds are returned to the original payment method unless another lawful method is agreed. Crion aims to initiate the refund within 5–14 business days after approval and, where applicable, receipt and inspection of the returned item. KlickPay, your bank, or the payment network may require additional time to post the funds to your account.
Original delivery charges and return costs will be treated as required by applicable law and according to the reason for the return. If Crion supplied a defective, wrong, or materially misdescribed item, we will not impose an unlawful cost on the customer for the remedy.