Refund Policy

Scope of Application

These Tripo Product Terms (“Terms”) apply to all customized 3D-printed products purchased through the official Tripo website.

Customized 3D-printed products refer to Tripo items made according to a customer’s personalized requirements, such as design, size, color, and material.
You acknowledge and agree that customized 3D-printed products involve third-party printing. Orders may be canceled or modified within 2 hours of placement. After 2 hours, no cancellations or modifications will be accepted.
You acknowledge and agree that customized 3D-printed products cannot be resold. Therefore, our return and exchange policy applies only under specific conditions, as described below.

Non-Returnable and Non-Refundable Cases

You acknowledge and agree that returns, exchanges, or refunds will not be accepted in the following situations:

  • Incorrect Customer Order Information
    Including but not limited to errors in design files, size, color, or material, or failure to provide necessary requirements, resulting in the product not meeting expectations.
  • Subjective Customer Reasons
    Such as changes in personal preference, dissatisfaction with the design, or determining that the product is unsuitable after receipt, where no product quality issue exists.
  • Minor Defects or Normal Manufacturing Characteristics
    Customized 3D-printed products may exhibit certain production characteristics (e.g., slight surface texture or cut marks), which are normal and do not affect function or appearance.
  • Shipping Delays or Minor Packaging Damage
    Minor shipping delays or slight packaging damage caused by force majeure during international transport (e.g., natural disasters, customs delays).

Eligibility for a Full Refund Within 7 Days of Receipt

  • Product Quality Issues
    If the product has manufacturing defects (such as abnormal surface roughness or obvious printing errors) or material/color discrepancies from the confirmed order, you do not need to return the product. Evidence must be provided. Once approved, we will issue a full refund.
  • Shipping Damage
    If the product is severely damaged during shipping, you do not need to return it. You must provide photos/videos of the damage, packaging photos, and any other information required by the shipping partner. A full refund will be issued once compensation is received from the carrier.
  • Order Processing Errors (Replacement/Full Refund)
    If Tripo ships the wrong product, resulting in discrepancies between the received item and the order, you are entitled to request a return or exchange.

Return and Exchange Process

Submitting a Request
If your product qualifies for a return or exchange, please contact us within 7 days of receipt via:

Email: triposhopservice@tripo3d.ai

Website: https://www.tripo3d.ai/app/home

Please provide:

  • Order number
  • Detailed description of the issue
  • Clear photos or videos (showing the quality problem, damage, or error)
  • Contact information

Review and Response
We will review your request within 2 business days and confirm the solution by email.

Returning the Product
If a return is required, please follow our instructions to ship the product to the designated address.

  • The returned product must be complete and resalable, with order details included
  • Return shipping costs must be covered by the customer (unless exempt under Section 3)
  • A trackable shipping method is required to ensure successful return

Special Notes

Uniqueness of Customized Products
 Customized products are made specifically for your requirements and cannot be       resold; therefore, returns or exchanges are not accepted without a valid reason

International Customer Service
For international orders, Tripo will coordinate with local logistics and after-sales teams. Processing times for returns/exchanges may be longer due to regional differences.     

Tariffs and Fees
Import duties, shipping fees, or other costs incurred during returns/exchanges may  need to be covered or prepaid by the customer.If the return is due to Tripo’s quality issues, related expenses will be compensated according to these Terms.

Refund Policy
Once approved, refunds will typically be returned to your original payment method within 7–14 business days (subject to your bank or payment platform’s processing time).