Refund and Return Policy

Overview

Because many of our products are made to order, our return policy varies by product type. Please read the applicable section below before initiating a return or refund request. If you have questions, contact us before placing your order and we will be happy to help.

Physical Products

We accept returns on physical products within 14 days of delivery, provided the item was received damaged or defective. Because most physical products are produced to order with custom specifications, we are not able to accept returns for reasons of preference or change of mind.

Eligible returns must meet the following conditions:

• The item was received damaged or is defective due to manufacturing
• The return request is submitted within 14 days of the delivery date
• The item is returned in the condition it was received

Cyntrix Labs will cover return shipping costs for eligible returns. Upon receipt and inspection of the returned item, we will issue a replacement or full refund at our discretion.

Custom Engraving Orders

Custom engraving orders may be cancelled and refunded in full at any point before production begins. Once production has started, the order cannot be cancelled.

After an order has shipped, returns are accepted only if the item was damaged in transit or is defective. The same 14-day return window and conditions described above apply. Cyntrix Labs covers return shipping on eligible returns.

Digital Downloads (3D Model Files)

All sales of digital files are final. We do not offer refunds on 3D model file downloads once the file has been delivered. Please review the product description and license terms carefully before purchasing.

Personal Use License

A personal use license permits you to print and use the model for personal, non-commercial purposes only. Under this license, you may not:

• Sell, distribute, or share the digital file
• Use the model to produce items for resale or commercial distribution
• Reproduce or repackage the design for commercial purposes

Any design that is derived from or substantially based on a Cyntrix Labs original model remains the intellectual property of Cyntrix Labs, regardless of modifications.

Commercial Use License

A commercial use license permits you to print and sell physical items produced from the model. It does not grant rights to resell, sublicense, or redistribute the digital file itself. Derivative designs based on Cyntrix Labs originals remain the property of Cyntrix Labs. Specific terms for each commercial license are listed on the product page.

Software Products

Software purchases are non-refundable. Where available, we offer a free trial period so you can evaluate the product before committing to a purchase. We encourage you to use the trial period to confirm the software meets your needs.

OrderTrax Subscriptions

OrderTrax is offered with a free trial period so you can evaluate the platform before subscribing. After the trial, subscriptions are available on a monthly or yearly basis.

You may cancel your subscription at any time. Cancellation stops future billing immediately. Access to OrderTrax will remain active through the end of the current paid billing period: the end of the current month for monthly subscribers, or the end of the current year for annual subscribers. No partial refunds are issued for unused time within a billing period.

Subscription fees are non-refundable once a billing period has been charged.

How to Request a Return or Refund

To initiate a return or refund request, please contact us through our contact page with the following information:

• Your order number
• A description of the issue
• Photos of the item if it arrived damaged or defective

Contact

If you have questions about this policy before placing an order, please reach out through our contact page.