Return Policy

Note: This is the return policy for the EU (Spain, France, Belgium and the Netherlands).

If you are not in the EU please see the return policy here. For the UK, please see the return policy here.


Returns
Should you change your mind about your purchase for whatever reason, you have the right to withdraw from it within fourteen (14) days without giving any reason. The 14 days start the day after you, or someone you name (other than the courier), receive the product. If your order arrives in more than one delivery, the 14 days start the day after the last delivery arrives.

To withdraw, just let us know before the 14 days are up in either of the following ways:

  • fill out our withdrawal form here; or
  • email us at support@toybox.com with your name, your order number and a clear statement that you want to withdraw.

It is enough to send your request before the 14 days are up. We'll email you to confirm we've received it.

Returns are free! We'll email you a prepaid shipping label. Please send the product back to us within 14 days after letting us know, to: Bosbeemd 3, 5741 TR Beek en Donk, Netherlands.

You are allowed to take the product out of its packaging and try it, as you would in a store. You are only responsible for any loss in value caused by handling the product more than needed to check what it is, its features and how it works.

Refunds

We'll refund the full purchase price (including all applicable taxes) and the standard delivery cost within 14 days of receiving your withdrawal request. If you chose a delivery option more expensive than our standard delivery, we won't refund the difference.

Any refund will be paid to the payment method used for the original purchase, at no cost to you. We may withhold your refund until we have received the product back, or until you send us proof that you have sent it back, whichever comes first.

If you purchased a bundle, you can return the whole bundle or individual products in it. If you return only part of a bundle, we'll refund that product's share of the bundle price, based on the regular prices of the products in it. Bolts included in a bundle are removed from your wallet when the bundle is refunded.

You can cancel an order that hasn't shipped yet at any time by emailing us at support@toybox.com, and we'll refund it in full.

Packaging

You don't need the original packaging to return your Toybox. If you don't have it, please use a box of similar size to ensure your Toybox is secure during shipping. Our boxes are 30.5 x 30.5 x 33 cm. Use bubble wrap or newspaper to prevent the extruder from sliding around.

Defective products

Every Toybox product comes with a free legal guarantee (the "Legal Guarantee"). Toybox is responsible for any defect that exists when the product is delivered and shows up within the following period from delivery (the "Guarantee Period"):

  • Spain: three (3) years;
  • France and Belgium: two (2) years; and
  • the Netherlands: the period you can reasonably expect the product to last, and at least two (2) years.

If a defect shows up within two (2) years of delivery (one (1) year in the Netherlands), it is presumed to have existed at delivery, so you don't need to prove it.

During the Guarantee Period, your legal rights entitle you to the following in respect of any defective product:

  • you may choose to have the defective product repaired or replaced, at no cost to you (including shipping) and within a reasonable time;
  • if a repair or replacement is not possible, is refused, takes too long or does not fix the defect, you may request a price reduction or a full refund (including all applicable taxes), with no deduction for the time you have had the product; and
  • if you choose a repair instead of a replacement, your Guarantee Period is extended by twelve (12) months.

3D printers need regular care to work their best. You can find helpful resources in our FAQ for maintaining your Toybox. If you have an issue, contact us at support@toybox.com or fill out the Toybox Return Form—we're here to help! We may suggest a few troubleshooting steps first, as most issues can be solved quickly, but this never shortens or limits your Legal Guarantee. If your product needs to come back to us, we'll send you a prepaid shipping label.

The Legal Guarantee does not cover:

  • normal wear and tear;
  • damage caused by accidents or misuse after delivery;
  • products opened, disassembled, modified or repaired by someone not authorized by Toybox;
  • malfunction or defects resulting from the use of the product with accessories, equipment or a power supply not approved or provided by Toybox; or
  • malfunction or defects resulting from third party software installed on the product without authorization from Toybox.

Where a product is replaced during the Guarantee Period, the guarantee for the replacement product expires at the end of the original Guarantee Period, unless the law of your country gives you a longer period. We'll provide the software and app updates your printer needs to keep working for as long as you can reasonably expect.

Printer Food, Bolts and Memberships

Printer Food and print beds can be returned within the same 14 days as any other product. If something's wrong with the quality of these items, just let us know at support@toybox.com, and we'll be happy to help!

Toybox Plus and Toybox Pro memberships can be cancelled for a refund within 14 days of signing up. If you asked us to start your membership right away, you only pay for the days used. The first month included with a printer bundle is free, so nothing is due. After 14 days you can still cancel at any time.

Bolts and digital toy unlocks bought on their own are added to your wallet right away. At checkout we ask you to agree to this and to confirm that you understand you lose your 14-day right to withdraw once they're added. If you don't agree, you keep your 14-day right. You can also check our Digital Purchase Refund Policy in the following link: https://toybox.com/pages/digital-refund-policy

Damaged or Lost Deliveries

We're responsible for your order until it reaches you. If it arrives damaged or doesn't arrive, contact us at support@toybox.com and we'll replace or refund it.

Third Party Returns

If you did not purchase directly from the Toybox website, please contact the retailer or marketplace you bought from, as they are responsible for your returns and Legal Guarantee. You can also refer to the Third Party Returns section of our FAQ for next steps.

Gifts, Donations & Secondhand Printers

If you received your Toybox as a gift, donation, or purchased it secondhand, we're still happy to help! We just need the original order information. You can find the order number on a slip included with the printer's packaging.

Contact Us

Toybox Labs, Inc., 66 Franklin St, Suite 300, Oakland, CA 94607, United States. Email: support@toybox.com. Phone: +1 408 686 9269. VAT number: NL828301189B01.

If we can't resolve your complaint, you can contact the consumer authority or the European Consumer Centre in your country. This Return Policy does not limit any rights you have under the consumer law of your country.