Order Dispute Policy

Updated on Sep 19, 2023

Scope

This policy covers 3D printed parts produced via the Hydra Direct 3D printing services provided by Hydra Research LLC.

Dispute Period

Hydra Direct order disputes must be submitted to support@hydraresearch3d.com within 30 days of the date the parts were received. The date the parts were received is determined by the date the shipment was marked as delivered by the shipping provider (UPS, USPS, etc) or the date the parts were picked up at Hydra Research’s facility.

Eligibility

In order to be eligible for a dispute resolution, your disputed order must meet one of the following criteria

• Number of part(s) received does not match the order invoice

• Part(s) received do not match the parts listed on the order invoice

• Parts arrived broken. Photos of the broken part(s) and the packaging will be required

• Quality is not consistent between identical parts beyond what is typical for the 3D printing process used

• Order was received more than 7 days beyond the discussed delivery date

Hydra Research may honor dispute requests for criteria outside of what is discussed above on a case-by-case basis, however, the above criteria are the only criteria that Hydra Research guarantees recourse on.

Recourse

The level of recourse for a Hydra Direct order dispute is at the discretion of Hydra Research and will be determined on a case-by-case basis. If the dispute is due to an issue with the printed parts that is deemed to qualify, Hydra Research will reproduce the parts such that they meet our quality standards for the given 3D printing process and the order specifications. Hydra Research typically does not offer refunds or credits for issues with parts.