Customer Service

We are committed to providing quality services throughout our business to ensure a high level of customer satisfaction. Below we have listed information and tips on ordering and taking delivery, payment methods, dealing with returns and our policies & terms.

Customer Service

Shipping & Delivery
All orders are processed within 7 business days, subject to payment clearance and stock availability. If we are unable to deliver the ordered goods within 30 days, you have the right to cancel the order. Your payment will be refunded within 30 days. We operate Monday to Friday with exception for Dutch public holidays. The shipping costs vary depending on the selected shipping option, size and overal weight of your order. For pre-orders lead time might be longer than 1 month. MORE INFO

Returns (RMA#) & Replacements
If for any reason you are dissatisfied with your purchase, we offer a 14 day money back guarantee on all our items that are UNUSED and in their original packaging. If you wish to return any item(s) please log in to your account and request a RMA for the corresponding order. After approval a RMA number will be issued back with return instructions, usually within one to three business days. All refunds are at our discretion and will only be issued once we have received the returned item(s) and are satisfied that they are in unused condition. Any product that has been misused or that shows any signs of extensive use will not be returned or exchanged. Original shipping and handling charges will not be refunded. You are responsible for all shipping charges except in the case that the return is the result of our error. Customers are responsible for return shipping costs unless the product arrives damaged or defective. Refunds will be processed within 7 working days. If the returned item is in used or in damaged condition NO or only a partial refund will be awarded.

To create a RMA please log in to your account. Fill in all questions of the necessary steps in returning your product, and we will issue you a Return Merchandise Authorization (RMA) number. Unauthorized returns or returning a product to us that is not in resalable condition risks forfeiture of product. We are not responsible for return shipments lost in transit.  MORE INFO

The agreement comes into force only after acceptance of the order by the Seller. By placing the order the Purchaser accepts these conditions. The Seller reserves the right to refuse orders from Purchaser with which there is a pending dispute. All Sellers offers are non-binding. In the event that the Seller can not fill an order for any reason, it will communicate this to the Purchaser as soon as possible.

Payment, Pricing & Promotions
All prices on our website are denominated in Euros. The Purchaser is required to pay the net amount that is mentioned on the order confirmation and invoice. This amount includes the sales price of the delivered products, including any shipment fees and/or fees for the collection of payments, and including VAT. After placing your order you can choose between several payment options: iDEAL, PayPal (also for creditcard owners without a PayPal account), Bank Transfer Payment, Bitcoin etc.. If any error occurs while placing your order, please let us know and we will try and solve it together. does not charge any additional fees for the selected payment method. PayPal & iDEAL payments are usually recieved immediately, so processing of your order will be fast. If you pay by Bank Transfer, please keep in mind that the transfer can take a couple of days. We will ship your order once we have received your payment.  MORE INFO

European Union Customer
For all orders from European Union customers, prices include Dutch VAT at a rate of currently 21%. All countries within the European Union are shipped to on a DDP (Delivery Duty Paid) basis, meaning that taxes and duties are included in the price at checkout.

European Union Business Customer
It is possible to order without VAT (intra-Community supply) if you meet the following criteria: a) you are a company/business client, not a private consumer b) your company headquarters is based in a member state of the European Union and outside the Netherlands and c) you have your sales tax identification number available.

Please enter a valid VAT Number while creating an account or placing the order. While entering your VAT Number leave out the two-letter country code prefixes. Example: Do not enter NL893207414H92 but only 893207414H92. After verification of your VAT Number the VAT rate will be automatically set to 0%. If we are unable to verify your VAT Number, 21% VAT will be added to fulfill your order.

International Customers
For customers from outside the European Union, orders are shipped on a DDU (Delivery Duty Unpaid) basis, which means that the price displayed at checkout are exclusive of all taxes and duties aswell as Dutch VAT. International orders can incur taxes and duties as determined by the customs agency within the destination country. Although this does not always occur, assessment of duties and taxes will be based on the value of the order and the Tax-free threshold (if it exists) for goods imported into the destination country. Payment of any duties and taxes is the responsibility of the recipient. Occasionally this may be listed as an additional postage fee. While we apologize for any inconvenience, we have no control over such fees. (More information can be obtained by contacting your local customs office).

During checkout the VAT rate for your order will be be automatically set to 0%.

Educational Discount
We are glad to offer a 10% educational discount on orders from educational institutions and or students / teachers / professors enrolled in an educational institution. To qualify for the educational discount please send us the following documents:

School Districts, Colleges, Universities: Official Purchase Order.

Students / Teachers / Professors: A copy of your Student/Teacher ID or ONE of these accepted academic documents: Dated Student ID from the current semester or school year, Registration Receipt current term/semester, Letter of Employment on school letterhead.

Please contact our sales department sales(at)

Account Information
If you use this site, You are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer, and you agree to accept responsibility for all activities that occur under your account or password. If you are under 18, you may use our website only with involvement of a parent or guardian. Achatz Industries and its associates reserve the right to refuse service, terminate accounts, remove or edit content, or cancel orders in their sole discretion.

Terms & Conditions
By ordering from our site you accept our Terms & Conditions and Privacy Statement. During the final step of the checkout procedure you are required to accept the Terms & Conditions. Please understand that if you refuse to accept these terms and conditions, you will not be able to order any Products from our site. For the full text, please consult our Terms & Conditions.

Privacy & Security
Achatz Industries knows that you care how information about you is used and what we do with your personal information. We appreciate your trust and want you to feel confident in our services and security as it relates to your personal information. This notice describes our Privacy Statement. By visiting you are accepting the practices described in our Privacy Statement.

Achatz Industries grants a standard period of 2-year full warranty on all parts. This warranty does not apply to the Filament Nozzle Unit, which is considered as a consumable. The warranty period starts from the date shown on the customer’s purchase invoice. For a warranty claim to be valid (i) notification must be made before the end of the warranty period; (ii) conform to any additional stipulations of the warranty period, as defined below; (iii) must be substantiated with original proof of purchase and the original/official packaging.  MORE INFO