Sales Conditions

Current version and date

Version: 1.0 — Last updated: 1 May 2026

Company:  ​ ​ ​ ​ ​​3D Pets

Company number: ​ BE ​1014 200 128

Registered office:  ​ ​ ​ ​ ​ ​ ​ ​ ​Lovenjoel (Bierbeek) — Belgium

Email address:  ​ ​ ​ ​​​ ​ ​contact@3dpets.be

Phone number:  ​ ​​​ ​​+32 (0)468 333 772

Applicability

These general terms and conditions apply to all orders placed via the website 3dpets.be, by email or other direct or indirect communication/sales channels.

Customisation

All creations offered by 3D Pets are fully personalised and handmade based on the photos and instructions provided by the customer. Each item is unique.

Once the order is placed with a successful payment, the manufacturing process will be started immediately.

Important: Due to the personalised nature, the statutory right of withdrawal of 14 days (art. VI.53 WER) is waived. Therefore, returns are not possible.

Order and payment

• All prices are fixed and publicly available via the online webshop at the address https://www.3dpets.store
• Payment is made directly electronically via Bancontact when placing the order
• By making a payment, the customer enters into an irrevocable commitment
• Orders are final and binding from the moment of successful electronic payment
• Orders are not adjustable
• No refunds possible: due to the fully manual and personalised nature of each creation, costs have been incurred from the moment of payment
• An order confirmation will be sent after successful payment

Processing time and delivery

• The average processing time is 5 to 10 working days after successful payment
• Delivery via Bpost (home address, collection point or parcel locker). 
• Shipping only occurs after payment of the full amount, unless expressly agreed otherwise
• 3D Pets is not responsible for delays with the delivery service.

Force majeure (overmacht)

3D Pets cannot be held liable for delays or non-fulfilment of obligations when this is the result of force majeure, including:

• Technical problems with production equipment (defects, malfunctions, maintenance)
• Illness or accident of the entrepreneur
• Failure of essential suppliers (materials, software, internet)
• Government decisions that hinder business operations
• Natural disasters, fire, burglary or other external calamities
• Problems with shipping and parcel services beyond our control

In case of force majeure:

• 3D Pets will inform customers as soon as possible via email, WhatsApp and website update
• Processing times will be automatically extended by the duration of the force majeure
• In case of force majeure lasting longer than 30 calendar days, the customer is entitled to a full refund
• Further compensation is excluded

Use and liability

• The creations are decorative in nature, not toys. Not suitable for children under 12 years or for interaction with pets.
• 3D Pets is not liable for damage caused by improper use.

Submitted photos and privacy

• The customer guarantees that he/she holds the rights to the submitted photo(s).
• When uploading photo(s) during the order, the customer can indicate whether 3D Pets may use the submitted photo(s) and the final result for commercial purposes (website, portfolio, social media, marketing)
• This consent is voluntary and does not affect the order
• With consent, attribution will be applied if desired by the customer
• Consent can be withdrawn at any time via contact@3dpets.be
• All data will be processed in accordance with GDPR legislation.
• Images that violate intellectual property laws, copyright or registered trademarks will be rejected.
• 3D Pets will not produce images or other creations that may infringe the ownership or copyright mentioned above.
• The submission of images with illegal, offensive or unlawful content (including images of minors) will be reported without exception to the relevant authorities.

Intellectual property and exclusivity

3D Designs and Exclusivity:

• The 3D design created by 3D Pets remains the intellectual property of 3D Pets
• The customer only obtains the physical creation, not the digital 3D file
• Mutual exclusivity: The physical product is unique and exclusive
• The customer may not have the product replicated, 3D scanned or reproduced for commercial purposes
• 3D Pets commits to never making replicas of any personalised product
• Each figurine is only produced once and remains unique to the original customer

Commercial use of images and creations:

• Use of photos and/or the one-time reproduction of a creation for marketing occurs only with explicit permission via the checkout process.
• 3D Pets commits to using this reproduction only as part of the portfolio. The creations will not be duplicated for resale under any circumstances.
• With consent, attribution will be applied if desired by the customer
• Permission can be revoked at any time via privacy@3dpets.be

Complaints and warranty

Each creation from 3D Pets is a fully manual process from photo to final result. The utmost care is taken with details, finishing and quality at every step. Nevertheless, it may happen in exceptional cases that the received work does not meet the customer's expectations. The rules mentioned below determine what does and does not qualify as a reason for a complaint.

Colour:

• Colours can never serve as grounds for a complaint
• The colours displayed in the webshop are intended only as illustrations. Deviations in colour representation are possible and cannot be invoked as grounds for a complaint or cancellation.
• The use of materials with colour gradients (multicolour/gradient/rainbow/…) always results in a random and unique colour pattern. Due to variables such as the length, width, and height of the creation or the frequency set by the manufacturer, a unique result is always produced. 3D Pets can never guarantee that one or more colours from a total colour gradient will be present and/or situated in a specific location.

Not accepted as a complaint:

• Colour differences and/or interpretation (see previous point)
• Small variations or imperfections inherent to the manufacturing process 
• Interpretation of pose/expression from photo
• Subjective likeness
• Missing details that are not or insufficiently visible in the provided images

Accepted as a complaint:

• Fundamentally incorrectly manufactured creation or mix-up of order (for example, a dog instead of a cat)
• Incorrect size
• Damage or structural defects occurring during manufacturing
• Damage occurring during transport
• Missing parts or accessories
• Differences between quantities ordered and delivered 

Procedure for complaints

• Complaints must be reported within 7 calendar days of receipt via email, with clear photos of the creation — and if relevant, also packaging — as evidence.
• 3D Pets assesses each complaint within 5 working days of receipt
• In the case of a valid complaint, a replacement creation will be manufactured. No refunds will be issued.

Disputes

Under these conditions, Belgian law applies. Disputes will be settled by the competent court of Leuven.

If a provision of these conditions is found to be invalid or unenforceable, the remaining provisions shall remain in full force.

By placing an order, the customer agrees to these conditions.