Refund Policy

1. What this policy covers

This Refund Policy applies to payments for custom 3D prints and related approved work. It explains cancellation, failed prints, defects, shipping damage, customer-supplied errors, partial refunds, and the practical steps for requesting a remedy.

Submitting a request form is free and does not require a refund because it is not a purchase. A refund question is handled against the approved quote, payment record, production status, and shipping record.

2. Refund principles

• No refund is promised before the payment provider confirms that payment was received.
• No refund is claimed as complete until the payment provider marks it processed.
• A refund is returned through the original payment method whenever that is possible.
• A customer is not charged a hidden cancellation, restocking, handling, or communication fee.
• If only part of an order was unfulfilled, the refund is calculated for the unfulfilled portion and explained in writing.
• A customer is never required to accept a defective item in exchange for a discount instead of a full remedy.

3. Cancellation before production

If the customer cancels before printing begins, the payment for the order is refunded in full. The customer should send the cancellation by replying to the quote or payment email so the request can be matched to the correct order.

If production has not begun but payment has been made, the same full-refund rule applies. The business will confirm whether production has started rather than making the customer guess.

4. Cancellation after production begins

Once printing begins, a custom item may have consumed filament and machine time and may not be resellable. In that situation, a full refund is not automatic solely because the customer changed their mind. The business will review what has actually been completed and explain any proposed partial refund in plain language.

If the customer cancels because the business changed the approved specifications, missed an important agreed requirement, or caused an avoidable delay, the request is treated as a business-side issue rather than an ordinary change of mind.

5. Print failure caused by the business

If a print fails because of the printer, material, slicing decision, setup, or another error on the business side, the customer will be offered a free reprint using the approved specifications or a refund of the print price. There is no extra charge for correcting a failure caused by the business.

If the failed attempt already generated shipping that the customer paid, the shipping amount for that failed attempt is also reviewed for refund. A failed item is not knowingly shipped as a finished order merely to avoid a refund or reprint.

6. Wrong, materially different, or unusable item

If the delivered item is materially different from the approved description, is the wrong quantity, uses an unapproved material, or is unusable because of a business-side mistake, the customer may choose a free correction/reprint or a refund. The remedy will be based on the seriousness of the problem and whether the item can reasonably be corrected.

Minor cosmetic variation that is normal for the selected material or process is not automatically a defect. If a specific finish, dimension, color, or feature was expressly included in the approved quote and is missing, it will be reviewed against that written approval.

7. Damage during shipping

The customer should photograph the outer packaging, inner packaging, and damaged item as soon as practical and contact the business promptly. The business will review whether the item was packaged appropriately and whether a carrier claim, replacement, or refund is the appropriate next step.

If the business packaged or labeled the order incorrectly, the business will take responsibility for the resulting problem. If the carrier caused damage despite reasonable packaging, the business will work with the customer on the carrier process rather than silently closing the issue.

8. Customer-supplied file, dimensions, or instructions

If the customer supplies an incorrect file, wrong dimensions, incomplete model, wrong color, incomplete address, or an undisclosed requirement, the business will contact the customer when the problem is noticed. The customer will not be charged for a change that was not approved.

If the customer approves a quote based on incorrect information they supplied, and production or shipping has already occurred, a full refund may not be available. The business will still explain what happened, identify the portion that was completed, and offer the fairest available correction or partial refund.

If a file was never checked and the business incorrectly represented it as ready to print, that is treated as a business-side communication error and reviewed accordingly.

9. Correctly made custom items and change of mind

Custom items made to the approved specifications are generally not returnable solely because the customer changed their mind, no longer wants the item, or expected a different result that was not included in the quote. This protects both sides from treating a made-to-order item like an unused stock product.

This does not remove the remedies for a defect, damage, wrong item, incorrect quantity, material mistake, or meaningful departure from the approved specifications. Customers should describe the problem rather than simply label it “not satisfied” so it can be reviewed fairly.

10. Partial refunds

A partial refund may be appropriate when one part of a multi-item order is missing, when one item is accepted and another is not, or when a documented customer-side change leaves part of the order completed. The calculation will identify the affected item or portion rather than applying an unexplained percentage.

Shipping is reviewed separately. If the customer paid one combined shipping amount for an order with a missing or failed portion, the business will explain whether the shipping can be refunded, reused for a replacement, or was already consumed by a completed shipment.

11. How to request a refund or correction

1. Reply to the order or quote email with the customer name and a short description of the problem.
2. Include photos for damage or visible defects and identify the affected quantity.
3. State whether the preferred remedy is a reprint, correction, partial refund, or full refund.
4. Keep the item and packaging available until the review is complete unless the business says they are not needed.
5. Allow a reasonable opportunity to review the file, quote, payment, and shipping record.

The business will respond with the proposed remedy, the amount if a refund is appropriate, and any information still needed. A customer does not need to use legal language to request help.

12. Refund timing

After the remedy is agreed, the refund is submitted through the original payment provider. The date the refund is submitted and the date it appears in the customer’s account may differ because the payment provider or bank controls final posting time.

The business will not claim that funds are available before receiving confirmation that the refund was processed. If the provider rejects or delays a refund, the customer will be told what is known and what evidence can be supplied.

13. No double recovery

A customer should not receive both a full refund and a replacement for the same completed order unless the business expressly agrees to that arrangement. If a payment dispute, chargeback, or duplicate refund is already in progress, it must be disclosed so the records can be reconciled accurately.

14. Fair review and exceptions

Each order is reviewed against the written quote and approval. The business may make a more generous exception when circumstances justify it, but an exception does not create a promise that every future order will receive the same result. Nothing in this policy is intended to remove rights that cannot legally be waived.

If a section of this policy is found unenforceable, the remaining sections continue to describe the intended fair process. The policy may be updated for future orders, but the version supplied with an approved order is the relevant reference for that order.

15. Contact

For a refund, correction, or billing question, reply to the relevant email thread or use the contact method shown on the website. Include enough detail to identify the order, but do not send passwords, full payment-card numbers, or other sensitive credentials by email.