Delivered product was used.
Ordered several items, including a sale item. One arrived clearly used. I emailed support with a photo—no response.
Live chat confirmed sale items may be “slightly used.” The product page was no longer available to verify this.
They required a return for a refund, but international shipping would cost more than the item. I requested prepaid return shipping—no reply.
They only responded after I posted a review, referring to our earlier chat, but offering no solution.
Reply from Deco Cuir
Hello,
We have carefully reviewed your comment and would like to provide some important clarifications.
The spool in question is a clearance item offered at 50% off, clearly presented as such. In this context, some Chinese spools may have been slightly used due to quality testing (as clearly stated in the product listing), while remaining fully functional and containing more than 95% usable filament. This explains both the pricing and the limited availability of the offer. Not all of our clearance items are previously used; the Chinese spools were the only exception.
Regarding customer service, a response was provided via our chat, including these explanations as well as our refund policy, which requires the product to be returned in accordance with our terms and conditions.
We understand that international return shipping costs can be a constraint; however, these costs are not covered by us in this specific case.
We nevertheless regret that your experience did not meet your expectations and remain available should you wish to discuss this further or if you would like us to send you the product page link (now out of stock).
Kind regards,
The Deco Cuir Team