Refund policy

3DR-I store

Refund policy

Version: 16 September 2026

This policy explains how returns, refunds and cancellations work for purchases made on dr-i.tech from DR-I S.r.l. Innovative Startup. It forms an integral part of the Terms of service.

1. Right of withdrawal, 14 days, catalogue items

If you are a consumer resident in the European Union, you may withdraw from the purchase of a catalogue item within 14 calendar days from the day on which you, or a third party indicated by you other than the carrier, take possession of the goods. No reason is needed and no penalty applies: only the cost of returning the item is yours. This right follows Directive 2011/83/EU, transposed in Italy by Legislative Decree 21/2014 amending the Consumer Code, Legislative Decree 206/2005.

To withdraw:

  1. tell us within the 14 days, from your customer account under Orders, Request return, or by email to orders@dr-i.tech, giving your order number and a clear statement that you are withdrawing;
  2. send the item back within 14 days of that notice, unused, complete and in its original packaging.

Return address: DR-I S.r.l., Via Dalmazia 10, 13100 Vercelli (VC), Italy.

Return shipping is at your expense, unless the item was damaged, defective or not the one you ordered.

2. Custom and made-to-order products

Products made to your own specifications or clearly personalised are excluded from the right of withdrawal under Art. 59(1)(c) of the Consumer Code and Art. 16(c) of Directive 2011/83/EU. Standard catalogue items are not affected by this exclusion, even when they are printed after your order is placed, because they are not personalised. Custom orders are agreed by email at info@dr-i.tech and governed by the accepted quotation. Defects in custom orders remain covered by the legal warranty described below.

3. Refunds

We refund within 14 days of receiving the returned item, or of receiving proof that it has been sent back, whichever is earlier, using the same payment method you used for the order unless we agree otherwise with you. Where an item shows signs of handling beyond what is needed to establish its nature and characteristics, the refund may be reduced accordingly. Where you chose a delivery option more expensive than our standard one, we refund the standard delivery cost.

4. Faulty, damaged or incorrect items: legal warranty

Consumers are covered by the statutory warranty of conformity for 24 months from delivery, under Arts. 128 and following of the Consumer Code: this covers defects, damage on arrival and items that do not match the description. Business customers are covered by Arts. 1490 and following of the Italian Civil Code, with the time limits set out there.

If something is wrong with your order, write to orders@dr-i.tech with your order number, a description of the problem and photographs, ideally within 14 days of delivery for transport damage. We arrange repair, replacement or refund at no cost to you, as the law requires. Please keep the packaging until the claim is closed, because carriers may ask to inspect it.

5. What we cannot take back

  • custom or personalised products, as described in section 2;
  • items returned without telling us first;
  • items returned after the 14-day window;
  • items that are not in their original condition because of handling beyond what was needed to check them, or that come back incomplete;
  • items sold as final sale, where this was stated at the time of purchase.

6. Order cancellation before dispatch

If your order has not been dispatched yet, write to orders@dr-i.tech: where production has not started we cancel it and refund it in full. Once a made-to-order item has entered production, cancellation is possible only for catalogue items and follows the rules on withdrawal above.

7. Contact and complaints

Orders, returns and shipping: orders@dr-i.tech. General enquiries and custom orders: info@dr-i.tech. We aim to answer within 2 business days. If you are not satisfied with how a return or refund has been handled, the Complaints policy explains how to escalate it.

Terms of servicePrivacy policyCookie policyRefund policyShipping policyComplaints policyContact informationLegal noticeStartup innovativa (art. 25)

DR-I S.r.l. Innovative Startup · Registered office: Via E. Ruggiero 123, 81100 Caserta (CE), Italy · Operating address: Via Dalmazia 10, 13100 Vercelli (VC), Italy · VAT and tax code IT04678810617 · REA CE-346222 · Share capital € 3,000.00 fully paid up · PEC certificate@pec.dr-i.tech