01 / Our commitment

This policy applies to physical products purchased through Hanix Shop, operated by HANIX S.A.S., Tax Identification Number (NIT) 902.102.596-8.

It covers 3D-printed products, figurines, keychains, accessories, decorative items, and customized merchandise.

We respect the consumer rights established under Colombian law.

02 / Statutory right of withdrawal

Where legally applicable, consumers may withdraw from an online purchase within five (5) business days following delivery of the product.

Customers must communicate their decision within the applicable period and return the product in the same condition in which it was received.

Return shipping costs and other expenses arising from the exercise of the right of withdrawal shall be borne by the consumer, as provided in Article 47 of Colombian Law 1480 of 2011.

03 / Personalized products

Goods manufactured according to the consumer's specifications or clearly personalized are exempt from the statutory right of withdrawal under Article 47 of Colombian Law 1480 of 2011.

These may include:

• Keychains featuring specific names or logos.
• Trophies and medals with personalized inscriptions.
• 3D figurines designed exclusively for a customer.
• Products with customer-requested measurements, designs, or special characteristics.

A product is not automatically exempt from withdrawal merely because it is 3D-printed or manufactured after the order is placed.

04 / Defective products

If you receive a defective product or one that fails to meet applicable quality, fitness-for-purpose, or safety requirements, you may submit a statutory warranty claim.

Depending on the circumstances and applicable law, remedies may include:

• Free product repair.
• Replacement with a product of equivalent characteristics.
• A refund when required under applicable law.

Costs necessary to fulfill the statutory warranty will be handled in accordance with Colombian consumer protection law.

05 / Statutory warranty

Products sold through Hanix Shop are subject to the statutory warranty established under Colombian Law 1480 of 2011.

The applicable warranty period will be the period established by law, the competent authority, or a validly disclosed product-specific warranty. Where applicable, the statutory default period will apply.

The warranty protects consumers against failures to meet legally required standards of quality, fitness for purpose, and safety.

Warranty claims will be assessed under applicable law. Products are not excluded from statutory protection merely because they are manufactured using 3D printing.

06 / Voluntary exchanges

Hanix Shop accepts voluntary exchange requests for standard, non-personalized products within seven (7) calendar days following delivery.

For these additional commercial exchanges, products must be unused, in good condition, and accompanied by their original components and accessories.

Voluntary exchanges are subject to product availability. Shipping expenses resulting from a customer preference will be borne by the customer unless otherwise agreed.

This additional commercial policy does not restrict statutory withdrawal rights or warranty protection.

07 / How to request a return

We will not impose additional requirements that unlawfully restrict consumers from exercising their statutory rights.

08 / Refunds

When a statutory withdrawal applies to an online purchase, reimbursement will be completed within a maximum of fifteen (15) calendar days from the exercise of the right and fulfillment of the corresponding statutory obligations.

Refunds will be issued through the corresponding payment instrument or another agreed method, subject to applicable law.

All amounts legally due will be reimbursed without unauthorized deductions or withholding.

Warranty claims, delivery failures, and payment reversals are subject to their respective statutory procedures and time limits.

09 / Delivery problems

If an order is not delivered within the agreed period or the product is unavailable, consumers may exercise their rights under Article 50 of Colombian Law 1480 of 2011, as amended by Law 2439 of 2024.

When contract termination and reimbursement are legally required, the amounts paid will be refunded within the applicable statutory period, without unauthorized deductions.

If your package arrives damaged or with missing components, please contact us as soon as possible. Retaining the packaging and sharing photographs may help with the review. This recommendation does not limit your statutory rights or deadlines.

10 / Payment reversals

Under the circumstances established in Article 51 of Colombian Law 1480 of 2011, consumers may request a payment reversal for eligible electronic transactions, subject to statutory requirements.

These circumstances may include fraud, unauthorized transactions, undelivered products, products different from those ordered, or defective products.

Requests must follow the applicable procedures and deadlines involving the merchant and the issuer of the payment instrument.

11 / 3D-printed product characteristics

3D-printed items may display visible layer lines and minor surface variations inherent to the manufacturing process, consistent with the product information provided.

These characteristics do not exclude liability for defects affecting quality, fitness for purpose, or safety.

We recommend storing products under appropriate conditions and avoiding exposure to intense heat, particularly for items made from PLA.

12 / Applicable legislation

This policy is governed by Colombian Law 1480 of 2011, Law 2439 of 2024, and other applicable consumer protection regulations.

Nothing in this policy restricts mandatory consumer rights.

For additional information, visit Colombia's Superintendence of Industry and Commerce (SIC).