Refund & Return Policy

Overview 

Thank you for shopping at My Machines (my-machines.com). We strive to provide the highest quality open-source hardware, kits, and digital designs for your workshop.

Because our store offers both physical hardware kits and downloadable digital products, our refund and return policies are categorized by product type below. Please read them carefully before making a purchase.

1. Digital Products (STL Files, STEP Files, Firmware)

Due to the digital nature of downloadable assets, all sales of digital products are final. * Once a download link has been generated, accessed, or emailed to you, we cannot issue a refund, cancellation, or exchange.

• If you experience any technical issues with a file (e.g., corrupted file, missing data), please contact us at support@my-machines.net, and our engineering team will gladly assist you or provide a corrected file.

2. Physical Products (Hardware Kits, Mechanical Components)

In accordance with EU consumer protection laws, if you are a resident of the European Union, you have the right to withdraw from your purchase within 14 days from the day you receive your physical goods, without giving any reason.

To be eligible for a return and full refund, your physical items must meet the following strict criteria:

• Condition: The product/kit must be completely unused, unassembled, and in the exact same condition that you received it.
• Packaging: It must be in its original, undamaged packaging. Bags of fasteners, electronics, or small components must remain sealed. We cannot accept returns of kits that have been partially or fully assembled.
• Exclusions: Custom-cut profiles/extrusions, custom-ordered parts, or modified items cannot be returned or refunded.

3. How to Initiate a Return

If your physical product meets the eligibility criteria above and you wish to return it, please follow these steps:

1. Contact us directly at support@my-machines.net within 14 days of receiving your package. Please include your Order Number and the reason for the return.
2. If approved, we will provide you with the return shipping address and instructions. Do not send your purchase back to us without receiving prior confirmation from our support team.
3. Securely pack the item to prevent any damage during transit. We highly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item. 
   

4. Shipping Costs for Returns

• Customer Responsibility: You will be responsible for paying your own shipping costs for returning your item. Shipping costs from the original order are non-refundable.
• If a package is rejected by the customer at delivery due to unexpected customs fees or change of mind, the cost of the return shipping and any incurred customs duties will be deducted from your final refund.
• Exceptions: If you received the wrong item or a component was proven to be defective straight out of the box, My Machines will cover the return shipping costs or arrange a replacement shipment at no extra charge.

5. Inspection and Refunds Processing

Once your return is received and inspected by our warehouse team to ensure no parts or components are missing, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If your return is approved, your refund will be processed, and a credit will automatically be applied to your original method of payment (Stripe, PayPal, or Bank Transfer) within 10 business days. Please note that your bank or credit card company may take additional time to post the refund to your account.