Refund policy

This policy applies to products bought on dreamstolife3d.ro from Dreamstolife3D, Iuliu Maniu 170A, Block H, Entrance D, Apt. 201, Bucharest, 061121, Romania. For any request, write to us at support@dreamstolife3d.ro.

How our products are made

Dreamstolife3D products are not mass-produced or factory-made and are not available in general retail. The photos in the shop show the reference piece from our collection, which is not for sale. Your piece is 3D printed and, where applicable, hand painted after your order is placed. Because every piece is handmade once, it may differ slightly in shades and details from the reference piece.

This policy uses three categories:

  • Standard made-to-order product: the unpainted or single-colour variant (for example “White”, “Single Color”) and any other variant shown in the shop, made after the model in the photos, with no further choices from you.
  • Product painted like the reference photo: the hand-painted variant (for example “HandPainted”) for which you chose “Like the reference photo” in the request form.
  • Personalised product: the hand-painted variant for which you chose “To my preferences”, and any product made from your photo, idea or specifications (custom orders, lithophanes from your photo, HueForge paintings, personalised keychains, etc.), including details agreed with us before or during the order.

1. Personalised products – no right of withdrawal

Under Article 16(c) of Romanian Emergency Ordinance no. 34/2014 (EU Directive 2011/83/EU, Article 16(c)), goods made to the consumer's specifications or clearly personalised are not covered by the 14-day right of withdrawal. A personalised product therefore cannot be returned simply because you changed your mind or no longer want it. Before sending your request, you explicitly confirm that you understand this.

A personalised product can be returned or remedied only if:

  • it was damaged in transit;
  • it has a visible workmanship defect (for example broken, detached or missing parts, obvious printing errors);
  • it does not work or does not match the specifications agreed before or during the order (model, size, colours, functions);
  • you received a different product from the one you ordered.

2. Standard products and products painted like the reference photo – 14 days

For standard made-to-order products and products painted like the reference photo, you may withdraw from the contract within 14 days of receiving the product, without giving a reason. Let us know within this period at the email address above; the product must be sent back no later than 14 days after you notified us.

  • You bear the direct cost of returning the product.
  • The product must be returned in the condition you received it and, where possible, in its original packaging.
  • Because every piece is handmade and cannot be remade identically, please handle it with care: you are liable for any loss in value resulting from handling beyond what is necessary to establish its nature and characteristics (for example scratches, broken parts or damaged paint), and this may be deducted from the refund.

3. What is not a defect

Slight colour differences compared with photos or your screen, fine layer lines typical of 3D printing and the natural variations of hand painting that make every piece unique are not defects, as long as the product matches what we agreed.

4. Legal guarantee of conformity

All products, including personalised ones, are covered by the 2-year legal guarantee of conformity from delivery, under Romanian Emergency Ordinance no. 140/2021 (EU Directive 2019/771). If a product is not in conformity, you are entitled to have it repaired or remade, replaced, to a proportionate price reduction or, under the conditions of the law, to a refund.

5. How to report a problem

  1. Check the product when you receive it. If you notice transit damage, please write to us as soon as possible, ideally within 48 hours, so we can file a claim with the courier.
  2. Email us your order number, a short description and photos or a video of the product and the parcel. An unboxing video helps us resolve things faster but is not mandatory.
  3. Please do not send the product back before we confirm the return address and method.

For products damaged in transit, defective, not in conformity or delivered by mistake, we cover the shipping costs of the return and of the new product. We usually remake or replace the piece; if that is not possible or not acceptable to you, we refund you.

6. Cancelling orders

An order can be cancelled free of charge until we confirm that we have started making it. Once production has started, a personalised product can no longer be cancelled because it is made specially for you; for other products, section 2 applies.

7. Refunds

Refunds are made using the same payment method as the order, no later than 14 days after you notified us of your withdrawal or after we accepted your claim. For withdrawals, we may withhold the refund until we have received the product back or you have supplied proof of having sent it. Banks may need a few extra days to show the amount in your account.

8. Dispute resolution

We always try to resolve any issue amicably. If we cannot reach an agreement, you may contact the Romanian National Authority for Consumer Protection (anpc.ro) or an alternative dispute resolution entity (ADR/SAL).