Delivery, returns and guarantees

The initial request asks only for country and an optional postcode to assess delivery. For a physical item, the delivery address agreed with the customer, carriage cost and total appear in the proposal before final confirmation. We deliver only to confirmed destinations; website language does not imply availability. Beja collection is by agreement only.

Production, service-performance and delivery timings are defined individually for each project and communicated before the customer confirms the order. BENHERAZE 3D work starts after the required payment, approvals and information are available and covers only the stages listed in the proposal, such as modelling, setup, production and quality control. It does not include carrier time unless expressly stated.

Physical items are delivered to the address agreed with the customer. The proposal shows the carriage cost before final confirmation and, where applicable, states the carrier’s transport estimate separately. After dispatch we provide the carrier and tracking where available. The customer must provide a complete address and ensure receipt.

For CAD/3D-modelling-only projects, there is no physical dispatch or carriage cost. Before confirmation, the proposal defines the files and formats to be delivered, the applicable version, the private delivery channel and the service timing. For CAD + manufacturing projects, digital and physical delivery are identified separately where both apply.

Before manufacture, the accepted proposal identifies the applicable model or revision and the relevant material, physical colour, finish, quantity, tolerances, purpose and known limitations. BENHERAZE 3D manufactures and checks against those agreed details. If a specification changes, the affected work pauses until the change and any effect on price or timing have been confirmed and accepted where needed.

Keep packaging until the part is checked. Report damage, wrong contents or missing items with reference, date, and photographs of packaging and part. This supports a carrier claim and does not reduce statutory rights. Delays are handled against agreed timing and applicable law.

A consumer generally has 14 days to withdraw from a distance contract. An unequivocal statement can be emailed to suporte@benheraze3d.com with the order reference. Do not return anything before receiving instructions.

Withdrawal does not apply, among other cases provided by law, to goods made to consumer specifications or clearly personalised. For a service, a consumer may wait 14 days or expressly request, on a durable medium, that performance starts sooner. If the consumer then withdraws before completion, only the amount proportionate to what was actually performed may be due under the legal conditions. After full performance, the right may end only where the required express request, prior acknowledgement and contract confirmation exist. The choice and confirmation are recorded; conformity rights remain.

Customisation does not remove the statutory guarantee. In Portugal, liability for lack of conformity in movable consumer goods is generally three years. We assess whether the delivered item matches the contract and applicable legal expectations, identify the cause and provide the remedy required by law; remedies may include repair, replacement, price reduction or termination under the statutory conditions.

Misuse, accidental damage after delivery, unauthorised modification, unsuitable storage or use outside the disclosed and agreed purpose may cause a problem that was not present at delivery. A later change of mind or dissatisfaction with a design, physical colour, finish or specification that was expressly approved and correctly produced is not by itself a manufacturing defect. This does not restrict conformity rights: each report is reviewed on its facts, and BENHERAZE 3D remains responsible for its own work.

Ask for instructions before returning an item. We provide the address, packing method and cost responsibility according to the cause and applicable law. After receiving and assessing the item, we explain the available solution. Any refund due uses the original payment method where possible, follows statutory timing and can be followed in the project area.