At Mud3D, we are committed to providing clear and effective support for our customers regarding the purchase and use of our digital STL files. This Support Policy outlines the scope and limitations of our support services in compliance with international e-commerce laws and regulations. By using our website (“mud3d.com”) and purchasing our digital files, you agree to this Support Policy.
1. Nature of Support
Mud3D provides support exclusively for issues related to the purchase and download of digital STL files from our Website.
1.1. Included Support
We offer assistance with the following:
- Issues with file download links.
- Questions regarding the format and compatibility of STL files.
- Replacement of corrupted files.
- Billing or transaction queries.
1.2. Excluded Support
We do not provide support for:
- Modifications or alterations to STL files.
- Troubleshooting 3D printer hardware or software.
- Printing advice or consulting.
- Any issues unrelated to the purchase and download of files from Mud3D.
2. How to Contact Support
If you require assistance, please contact our support team using one of the following methods:
- Email: info@mud3d.com
- Phone: +8801312624992
When contacting us, include the following information:
- Your order number.
- The email address used for the purchase.
- A detailed description of the issue.
Our team will respond within [2-3 business days].
3. Support Hours
Our support team is available during the following hours:
- Monday to Friday: [9:00 AM – 6:00 PM] (Bangladesh Standard Time, BST)
- Closed on weekends and public holidays.
4. File Replacement Policy
If a file is corrupted or otherwise inaccessible due to technical issues, we will provide a replacement at no additional cost. Contact us promptly with proof of purchase and a description of the issue.
5. Payment Disputes
If you experience issues with your payment or billing, contact us directly at info@mud3d.com before initiating a chargeback or dispute with your payment provider. We will work to resolve the matter promptly.
6. Compliance with Laws
This Support Policy adheres to international e-commerce regulations and the terms of service of our payment gateway providers.
7. Changes to This Policy
Mud3D reserves the right to modify this Support Policy at any time. Changes will be effective upon posting to the Website. Your continued use of the Website constitutes acceptance of the updated terms.
8. Contact Information
For questions or further assistance, reach out to us:
- Company Name: Mud3D
- Email: info@mud3d.com
- Phone: +8801312624992
- Address: Mujib Sarak, Jessore, Bangladesh