At Milimetry we take customer service very seriously. Your satisfaction is our top priority.

We are here to help if anything doesn't go as expected.

Returns

 

EU, UK & EEA customers (including Norway):

Within 14 days from the date of delivery you may resign from your purchase and return your order. The customer is responsible for shipping charges associated with returning a non-damaged item.

The following items can't be returned:

• Custom or personalized items

Information about consumers’ right of withdrawal valid within European Union only

Customer who is a consumer or Customer bearing consumer rights, may withdraw from the contract without giving any reason within 14 days from the date of delivery. First he should contact Milimetry in writing to the address of the Store (Milimetry Sp. z o.o., ul. Za Ogrodem 10, 31-990 Kraków, Poland) or electronically at the e-mail address support@milimetry.com to make a statement of withdrawal from the contract and then return the goods to the store. If you with to make a declaration of withdrawal please contact us at support@milimetry.com. The deadline is deemed to have been met if a statement of withdrawal is sent in writing to the address of the Store or electronically to the e-mail address support@milimetry.com, no later than on the last day of the 14-day period. After receipt of a notice of withdrawal in electronic form at the above e-mail address, the Store shall immediately confirm receipt by sending information to the e-mail address of the withdrawing party. A notice of withdrawal filed after the aforementioned period shall have no legal effect.

Goods should be returned in an unchanged and complete state, without traces of use, unless the change was necessary within the limits of ordinary use, i.e. the consumer or client bearing consumer rights should proceed with the goods, taking into account the need for its possible subsequent return. He bears responsibility for any diminution in the value of the item resulting from using it in a manner beyond that necessary to establish the nature, characteristics and functioning of the item. If the returned goods are incomplete or bear traces of use going beyond normal management of the item, the store reserves the right to refuse to accept the shipment or to reduce the amount returned by the equivalent of the value of the damaged goods, at the store's discretion.

The right of the consumer or client bearing consumer rights to withdraw from the contract shall not be entitled if the subject of the order, among others, is a thing:

• custom or personalized items, manufactured to the Customer's specification or used to meet his individual needs

Returned Goods should be returned within 14 days of withdrawal from the contract together with a statement of withdrawal to the address of the Store's warehouse, after contacting us at support@milimetry.com. A consumer or customer bearing consumer rights shall bear only direct costs of returning the product to the Store (return costs). To find out the estimated cost of returning individual goods from our offer from your location, please contact us at support@milimetry.com.

In the case of withdrawal from the contract, all payments made by him, including delivery costs, will be transferred to the consumer or client bearing consumer rights immediately, but no later than 14 days from the date of receipt by the Store of the statement of withdrawal.

Reimbursement of payments made by credit card or electronic transfer shall be made to the bank account from which the payment was made, unless the customer expressly makes before the return of other instructions for reimbursement that do not generate additional costs for him (eg in the statement of withdrawal).

Store may withhold the return of payments received from the customer until the item is received back from the customer or the customer provides proof of its return, whichever event occurs first.

Please contact us for more info on how to proceed at support@milimetry.com.

US, Canada, Switzerland, Middle East, Asia & Australia customers:

Within 14 days from the day of the delivery, if you do not wish to keep your product, you may return your non-damaged and unused Milimetry purchase in its original packaging.

The customer is responsible for shipping charges associated with returning a non-damaged item.

The original delivery cost (included in the order price) will be deducted from the refund. Although shipping may be offered as free at checkout, the actual delivery cost is included in the product price and is non-refundable in the case of returns.

Store may withhold the return of payments until the item is received back and inspected.

The following items can't be returned:

• Custom or personalized items

If you are not fully satisfied with your purchase, please contact us and we will try to find a solution.

Additional terms for orders shipped to the United States (DDP - Delivered Duty Paid):

For orders shipped to the United States, Milimetry covers import duties and taxes at the time of delivery (DDP).

In the event of a return:

• The customer is responsible for return shipping costs.
• The original delivery cost (included in the order price) will be deducted from the refund. Although shipping may be offered as free at checkout, the actual delivery cost is included in the product price and is non-refundable in the case of returns.
• Any import duties, taxes, or customs clearance fees paid by Milimetry are non-refundable and will be deducted from the refund.

 

Products damaged in transit

After receiving the package, please check and inform us within 14 days if the goods are damaged or incomplete. If the parcel has obvious transport damage, please document it with the carrier and keep the packaging as proof.

Upon receipt of your information, we will assist with repair, replacement or compensation for the damaged part depending on the damage.

 

Order cancellation 

You may request a cancellation within 12 hours of purchase and receive a 100% refund, provided that your order has not yet been shipped.

Due to the largely custom and made-to-order nature of our products — including color variants and personalized graphics — cancellations requested after 12 hours may be subject to a cancellation fee of up to 25% of the order value.

This fee covers the production costs already incurred. However, if Milimetry has not yet initiated production or incurred any cost for your specific order, we reserve the right to waive this fee at our discretion.

To inquire about the possibility of canceling your order, please contact us at support@milimetry.com.