Refund policy

RETURNS, WITHDRAWAL, REFUNDS AND LEGAL GUARANTEE POLICY

Last updated: 20/07/2026

Seller: Lucy 3D Lab di Lucia Infantozzi
Registered office: Via Libertà IIIª Traversa Sinistra 6, 80055 Portici (NA), Italy
VAT number: 11049351213

Tax code: NFNLCU88L44L259L

REA: NA-1151043
Customer service, returns and guarantee email: admin@lucy3dlab.it
PEC: lucia.infantozzi@pec.it
Website: www.lucy3dlab.it

This policy governs returns, the right of withdrawal, refunds and the legal guarantee for purchases made on the website www.lucy3dlab.it.

Lucy 3D Lab manufactures and sells 3D-printed accessories, terrarium components, manually modified boxes, kits and accessories for setups intended for reptiles, amphibians, arachnids, insects, crustaceans and small invertebrates compatible with the characteristics of the purchased product.

Lucy 3D Lab products are made using artisanal production methods and 3D printing. Many items are manufactured, prepared or assembled after the order is received. In-house production using a 3D printer does not automatically make a product “personalised” for the purposes of the right of withdrawal: the distinction between standard and personalised products is governed as set out in this policy.

1. Consumers, professionals, businesses and resellers

The rules on the right of withdrawal laid down in the Italian Consumer Code apply to consumer customers, namely natural persons purchasing for purposes outside their trade, business, craft or profession.

Lucy 3D Lab may also sell to professionals, businesses, resellers, economic operators, professional breeders, shops, VAT-registered persons or persons purchasing in the course of their business activities.

For purchases made by professional customers, businesses, resellers, VAT-registered persons or persons purchasing in the course of their trade, business, craft or profession, the right of withdrawal provided for consumers does not apply, unless otherwise agreed in writing with Lucy 3D Lab.

The inclusion of a VAT number or business details when placing an order may be used as an indication of the professional nature of the purchase. Rights provided for under applicable legislation in the event of a defective or non-conforming product remain unaffected.

2. Product availability, production and preparation times

The availability shown on the website serves management and commercial purposes and does not always correspond to products already physically ready in stock.

Lucy 3D Lab is a small, developing artisanal business: many products, even if listed in the catalogue, may be printed, finished, assembled or prepared after the order is received.

For this reason, unless otherwise stated on the product page or specifically communicated to the customer, all products may require up to 7 working days for production, preparation and order processing before dispatch.

By placing an order, the customer acknowledges that the product may not be immediately available in stock and that preparation may take up to 7 working days.

3. Right of withdrawal for standard catalogue products

For standard catalogue products purchased online by a consumer, the customer may exercise the right of withdrawal within 14 days of delivery of the product, without having to provide any reason.

For an order consisting of several products delivered separately, the 14-day period begins upon delivery of the last product.

Standard catalogue products are items identified by an SKU, model, dimensions, configuration or variant already available on the website at the time of purchase.

The fact that a standard product is printed, manufactured, prepared or assembled after the order is placed does not automatically make it a personalised product. If the purchased product corresponds to a standard SKU or a standard variant listed in the catalogue, the right of withdrawal applies, subject to the exceptions provided for by legislation or this policy.

If the last day of the withdrawal period falls on a Saturday, Sunday or an applicable public holiday, the deadline is extended to the next working day.

Cancellation or withdrawal before fulfilment

As long as the item has not been fulfilled or handed over to the carrier, the consumer customer may communicate their decision to cancel the purchase using the electronic function available in the orders/customer account area or by contacting Lucy 3D Lab.

If the communication is received before fulfilment, Lucy 3D Lab will stop the preparation and dispatch of the order, where still possible, and proceed with the refund in accordance with the applicable procedures.

If the order has already been fulfilled or handed over to the carrier before the communication is processed, the customer will retain the right of withdrawal and may return the product in accordance with the procedures set out in this policy.

Requests relating to products genuinely made to the customer’s specifications or clearly personalised remain excluded in the cases provided for by law and communicated before purchase.

4. Personalised, made-to-measure or specially configured products

The right of withdrawal may not apply to goods made to the customer’s specifications or clearly personalised, as provided for by current legislation.

Examples of personalised or made-to-measure products include:

· products made to dimensions specifically requested by the customer and not available as a standard catalogue variant;

· products technically modified at the customer’s request;

· products with holes, cuts, adaptations or configurations specifically requested by the customer;

· products with engravings, names, logos, lettering, symbols or identifying elements requested by the customer;

· products made with non-standard combinations requested by the customer;

· accessories adapted to containers, boxes, terrariums or specific requirements communicated by the customer;

· boxes, tubs or containers manually modified according to the customer’s specific instructions, differing from the standard configuration offered on the website.

Colour variants and special colours on request

Some Lucy 3D Lab products may be available in standard catalogue colour variants, such as black and white, which can be selected directly on the product page.

Choosing a standard colour variant available in the catalogue does not automatically make the product personalised or made to measure. The normal withdrawal conditions for standard products continue to apply to these items. Any use, damage, alteration or permanent installation does not automatically result in the loss of the right of withdrawal, but may result in a reduction in the refund proportionate to the actual diminished value, documented and assessed on a case-by-case basis.

Colours other than those available as standard catalogue variants may only be considered upon request before purchase, depending on material availability, technical compatibility and production times.

When the customer expressly requests a special colour that is not available as a standard catalogue variant, the product may be treated as an item made to the customer’s specific requirements. In these cases, any exclusion or limitation of the right of withdrawal will be clearly communicated before purchase and must be accepted by the customer before the order is confirmed.

The consumer’s rights under the legal guarantee of conformity for any original product defects always remain valid.

Simply choosing a standard variant already available on the product page, such as a colour, size, model or configuration already offered on the website, does not make the product personalised.

For personalised, made-to-measure or specially configured products, Lucy 3D Lab may require the customer to make prior contact by email, contact form, message or another channel indicated on the website. In these cases, before the order is confirmed, the customer will be informed of the personalised nature of the product and any exclusion of the right of withdrawal in the cases provided for by legislation.

5. How to exercise the right of withdrawal

To exercise the right of withdrawal, the consumer customer must communicate their decision within 14 days of delivery by sending an explicit statement to:

admin@lucy3dlab.it

To enable prompt identification and processing of the request, the customer is asked to provide:

· the customer’s first name and surname;

· order number;

· products concerned;

· date of receipt of the order;

· email address used for the purchase;

The customer may use the model form at the end of this policy or send any clear statement expressing their intention to withdraw from the purchase.

Lucy 3D Lab will acknowledge receipt of the withdrawal notice to the customer without undue delay, by email or another durable medium.

Electronic withdrawal and cancellation function

The consumer customer may also exercise the right of withdrawal using the electronic function accessible through the “Withdrawal, returns and cancellations” link in the “Support” menu in the footer of the Lucy 3D Lab website. The link leads to the Orders area of the customer account, where the customer can select the relevant order and submit the request available according to the order status.

Through this function, the customer can identify the order or products concerned, confirm their decision to withdraw and specify the email address at which they wish to receive confirmation.

Following submission, Lucy 3D Lab will send, without undue delay, by email or another durable medium, an acknowledgement of receipt containing the information submitted by the customer and the date and time of submission.

The electronic function remains available throughout the period during which the right of withdrawal may be exercised. Withdrawal may also be communicated by email or using the model form included in this policy.

6. Communication and return instructions

Before dispatching a return, the customer is asked to use the electronic function accessible through the “Support” → “Withdrawal, returns and cancellations” menu, or to contact Lucy 3D Lab, to enable the correct identification of the order and the provision of return instructions.

The exercise of the right of withdrawal is not subject to prior authorisation by Lucy 3D Lab. Where withdrawal is validly exercised within the prescribed period, the customer must return the product without undue delay and in any event within 14 days of the date on which they communicated their decision to withdraw.

The return address and instructions will be provided after receipt of the withdrawal statement.

The customer must clearly identify the shipment by indicating the order number or the other references provided by Lucy 3D Lab.

Cash-on-delivery parcels or shipments with charges payable by the recipient will not be accepted, unless otherwise agreed in writing.

7. Return costs in the event of withdrawal

The direct costs of returning the product in the event of withdrawal are borne by the customer, as stated in this policy before the purchase is concluded.

This does not apply where the product received is incorrect, defective, damaged in transit or does not conform to the description; such cases will be assessed in accordance with applicable legislation and the instructions provided by Lucy 3D Lab.

The customer is responsible for correctly preparing the return parcel and must use packaging suitable for protecting the product during transit.

8. Condition of the returned product

The consumer may inspect and handle the product to the extent necessary to establish its nature, characteristics and functioning, similarly to what they could normally do before purchasing.

The product should be returned complete with its components and accessories and, where reasonably possible, in its original packaging or equivalent, suitable packaging. The absence of the original packaging does not automatically result in the loss of the right of withdrawal.

If the product shows dirt, contamination, damage, modifications or signs of use beyond what is necessary to verify its characteristics, Lucy 3D Lab may apply a reduction in the refund proportionate to the actual diminished value, documented and assessed on a case-by-case basis.

For the purposes of assessing any diminished value, the following will be considered, by way of example:

· substrate;

· soil;

· sand;

· peat;

· coconut fibre;

· organic residues;

· biological residues;

· excreta;

· urates;

· food residues;

· stagnant water;

· mould;

· persistent odours;

· signs of use with animals;

· visible contamination;

· bite marks, scratches, signs of forced handling or abnormal abrasion;

· traces of exposure to heat, liquids, chemicals or harsh cleaning agents;

· modifications, cuts, holes, gluing or alterations carried out by the customer.

Using the product inside a terrarium, box, fauna box, rack, tank, animal container, humid environment or setup containing substrate may diminish the value of the goods, even if the use was brief, because the product may come into contact with animals, biological residues, bacteria, mould, liquids, odours, substrates or contaminants that Lucy 3D Lab cannot verify.

Where a returned product has been used in a terrarium or is otherwise no longer in a hygienic, aesthetic and functional condition consistent with a simple inspection of the goods, Lucy 3D Lab may apply a reduction in the refund proportionate to the diminished value of the product, within the limits permitted by applicable legislation. In the most serious cases, where the product is contaminated, used with animals, dirty, damaged, altered or no longer resalable in an appropriate condition, the diminished value may be significant.

This provision does not limit the consumer’s right to report a defective, incorrect or non-conforming product, but governs the condition of goods returned in the event of withdrawal.

9. Products and hygiene conditions

The normal packaging or any seal applied to standard Lucy 3D Lab products does not automatically exclude the right of withdrawal.

However, using the product with animals, substrates, liquids or biological materials may diminish its value where this compromises its hygienic, aesthetic or functional condition. Such diminished value will be assessed on the facts of the case and may result in a proportionate reduction in the refund.

Any future exclusions of the right of withdrawal for specific sealed products will apply only where the conditions laid down by law are actually met and will be clearly communicated on the product page before purchase.

10. Refund in the event of valid withdrawal

Where withdrawal is validly exercised by a consumer and applies to the purchased product, Lucy 3D Lab will reimburse the payments received from the customer, including the standard delivery costs initially paid, without undue delay and in any event within 14 days of the date on which it was informed of the customer’s decision to withdraw.

Lucy 3D Lab may withhold reimbursement until it has received the returned product or until the customer has provided evidence of having dispatched the product, whichever occurs first.

The refund will be made using the same payment method used by the customer for the purchase, unless expressly agreed otherwise.

Any supplementary costs arising from the customer’s choice of a delivery method other than the least expensive standard delivery offered at the time of purchase will not be reimbursed.

Where the value of the goods has diminished as a result of handling beyond what is necessary to establish their nature, characteristics and functioning, Lucy 3D Lab may apply a reduction in the refund proportionate to the diminished value identified, within the limits permitted by applicable legislation.

11. Manually modified boxes and assembled products

Some products sold by Lucy 3D Lab may be boxes, tubs or containers purchased from third-party suppliers and manually modified with 3D-printed accessories.

The base container is not manufactured by Lucy 3D Lab, but is purchased from third-party suppliers and transformed through manual modifications into a functional box, terrarium or container according to the configuration described on the product page.

Any brands or commercial models mentioned, such as IKEA, Samla, Leroy Merlin, Braplast or others, are used solely as a descriptive reference for the dimensional compatibility of the base container. They do not indicate collaboration, authorisation, official manufacture or approval by the respective brands.

As these products are modified manually, there may be minor differences in appearance, cutting, assembly, finishing or accessory positioning compared with the images. Such differences do not constitute a lack of conformity if they do not compromise the functionality, safety and general conformity of the product with its description.

If the modified box is purchased as a standard catalogue configuration, the right of withdrawal applies in accordance with the rules for standard products, subject to any specific exceptions indicated before purchase.

If, instead, the box is modified at the customer’s specific request, with non-standard dimensions, accessories, cuts, holes, configurations or adaptations, the right of withdrawal may not apply in the cases provided for by legislation.

12. Incorrect, damaged or non-conforming product

If the customer receives a product that is incorrect, damaged in transit, incomplete or apparently does not conform to the description, they must contact Lucy 3D Lab at:

admin@lucy3dlab.it

It is recommended to provide:

· order number;

· a description of the problem;

· photographs of the product;

· photographs of the external and internal packaging, if the problem concerns transit;

· photographs of any damage, defects or missing parts.

Prompt reporting enables faster processing of the request, but does not limit the rights granted to the consumer under the Legal Guarantee of Conformity.

Where the problem is due to an error by Lucy 3D Lab, an original defect or a lack of conformity of the product, the costs of return, repair or replacement will be handled in accordance with applicable legislation and will not be charged to the consumer where this is not permitted.

13. Legal Guarantee of Conformity for consumers

Products sold to consumers are covered by the Legal Guarantee of Conformity provided for by the Italian Consumer Code.

Lucy 3D Lab is liable for any lack of conformity existing at the time of delivery that becomes apparent within two years of delivery of the goods. Any action to enforce rights in respect of defects that have not been fraudulently concealed is, in any event, subject to a limitation period of twenty-six months from delivery.

In the event of a lack of conformity, the consumer is entitled to repair or replacement of the goods free of charge, where applicable. In the cases provided for by legislation, the consumer may request a proportionate reduction in the price or termination of the contract.

The Legal Guarantee does not cover damage, breakage, deformation, wear, or aesthetic or functional alterations caused by:

· improper use of the product;

· use with animals that are incompatible in terms of weight, size, strength, behaviour or husbandry practices;

· overloading or excessive pulling force;

· falls, impacts, crushing or accidental breakage;

· bites, scratches, force exerted by the animal or attempts to escape;

· exposure to direct heat sources;

· use with heat lamps, basking spot lamps, hot surfaces, open flames or incompatible heating devices;

· use beyond the temperature limits indicated on the product page;

· exposure to temperatures higher than those specified for the material;

· direct contact with heat mats, heating cables or other heat sources that are not properly insulated;

· prolonged exposure to environmental conditions incompatible with the material;

· dishwasher cleaning;

· heat sterilisation;

· cleaning with harsh products, solvents or incompatible disinfectants;

· modifications, cuts, drilling, gluing or alterations carried out by the customer;

· incorrect installation;

· failure to follow the warnings provided on the product page;

· normal wear resulting from use.

For products printed in PETG, unless otherwise indicated on the product page, the stated operating temperature range is 0 °C – 45 °C. Deformation, softening, structural failure, alterations or breakage caused by exposure to higher temperatures, localised heat sources, heat lamps, basking areas, hot surfaces or incompatible environmental conditions do not constitute an original lack of conformity.

For products with glass parts, moving parts, clips, hinges, screws, nuts or assembled components, the guarantee does not cover breakage due to impacts, falls, incorrect assembly, overtightening, forced handling, incorrect installation or use contrary to the instructions.

If the defect becomes apparent within one year of delivery, the presumptions provided for by current legislation apply, unless proven otherwise or incompatible with the nature of the goods or the nature of the alleged defect.

If the defect is reported more than one year after delivery, the customer must provide appropriate evidence demonstrating that the lack of conformity already existed at the time of delivery, even though it became apparent later.

14. Assessment of guarantee claims

To properly handle a guarantee claim, Lucy 3D Lab may ask the customer for information, photographs, videos or descriptions relating to the reported problem.

By way of example, the following may be requested:

· photographs of the product;

· a description of the defect;

· the date on which the problem first appeared;

· how the product is used;

· the position of the product in the terrarium or box;

· the presence of any heat sources;

· the approximate temperature of the environment in which the product is used;

· the type of animal housed;

· the assembly or installation method;

· any modifications made after purchase.

Lucy 3D Lab may, where necessary, request the return of the product for technical assessment.

The purpose of requesting this information is to correctly assess whether an original lack of conformity exists, and it does not limit the rights granted to the consumer under applicable legislation.

15. Compatibility with animals and setups

The customer is responsible for verifying the product’s compatibility with the species of animal housed, its size, weight, strength and behaviour, and the temperature, humidity and management conditions of the setup.

The information provided on the product pages is intended to guide purchasing decisions, but does not replace the assessment of the breeder, professional or person responsible for the care of the animal.

Lucy 3D Lab products must not be used with large animals, particularly strong animals, or animals capable of forcing the product, biting it, ingesting parts of it, breaking it or deforming it, unless compatibility is expressly stated on the product page.

The customer must periodically check the condition of the product during use, particularly where there are strong animals, animals prone to biting, humid environments, heat sources, abrasive substrates or demanding conditions of use.

Lucy 3D Lab remains responsible for ensuring that the product conforms to the characteristics, technical limits and intended uses expressly stated on the relevant product page.

16. Additional commercial guarantees

Unless expressly stated in writing on the product page or in an official communication from Lucy 3D Lab, no additional commercial guarantee is provided beyond the Legal Guarantee of Conformity required by applicable legislation.

Any statements regarding material strength, expected service life, operating temperatures or compatibility with certain categories of animals must be understood as technical guidance relating to correct, prudent use in accordance with the product page.

17. Contact methods

For withdrawal, return, refund, replacement or guarantee requests, contact:

Lucy 3D Lab
Email: admin@lucy3dlab.it

To speed up the handling of the request, the customer is asked to provide the order number and, where the request concerns damage, defects, incorrect products or a lack of conformity, to attach photographs or other useful information.

18. Model withdrawal form

The consumer customer may use the following form to give notice of withdrawal:

Subject: Withdrawal request for order no. _______

I hereby give notice of my withdrawal from the purchase contract relating to the following products:

· Product(s): __________________________

· Order number: ______________________

· Ordered on: _________________________

· Received on: _________________________

· Customer’s first name and surname: __________

· Customer’s address: ________________

· Email address used for the order: ________

· Date: _______________________________