Returns and exchanges
Our 3D printed items are individually produced, and many orders involve specific colors, designs, sizes, or personalization. Because of the individual nature of these orders, we do not accept returns or exchanges unless an item arrives damaged, except where required by applicable law.
We do not offer refunds for change of mind, buyer’s remorse, or incorrect options selected by the customer. This includes ordering the wrong size, color, design, quantity, or personalization.
Our damaged-item policy applies to standard, custom, personalized, and discounted items. Fulfillment errors, missing shipments, and other order issues are addressed below.
3D printing characteristics
Visible layer lines, seams, minor support marks, and small variations in texture or color are normal characteristics of 3D printing. These characteristics do not qualify as damage when they are consistent with the product description and do not prevent the item from functioning as described.
Colors may appear differently depending on lighting and screen settings. Please review the listing’s dimensions, materials, intended use, and care instructions before ordering.
Broken parts, significant deformation, or manufacturing problems that prevent an item from functioning as described should be reported for review.
Reporting a damaged item
Please inspect your order upon delivery and report any damage through our shop’s contact page within seven calendar days of delivery.
Include:
- Your order number and the name used for the purchase.
- A description of the damage and which items are affected.
- Clear photos of the complete damaged item and close-up photos of the damage.
- Clear photos of the shipping container, including its exterior, shipping label, and any visible damage.
- Photos of the interior packaging and protective materials.
Photographic evidence of both the shipping container and the damaged item is required before a damage-related return or refund can be processed. An undamaged-looking shipping container does not, by itself, disqualify a claim.
Please retain the damaged item, shipping container, and all packaging until we confirm that they may be discarded or provide return instructions. Avoid repairing or modifying the item before we review the claim, as this may make the original damage difficult to assess.
Reports submitted after seven days will be reviewed based on the available evidence and applicable law.
If you no longer have the shipping container or cannot provide the required photos, contact us and explain the circumstances. Missing evidence may prevent us from verifying and approving a damage claim.
We may request additional photographs or information reasonably needed to review the claim. These evidence requirements do not override remedies required by law and do not require photographs of an item or package that was never received.
Claim review and return instructions
Submitting a claim does not automatically authorize a return or guarantee a refund. After reviewing the evidence, we will confirm whether the claim is approved and arrange a replacement or refund, as appropriate.
If only part of an order is damaged, the remedy will generally apply to the affected item or component. If a damaged component makes an entire set unusable as described, we will assess the set as a whole.
Do not return an item without prior authorization. We may resolve a claim without requiring a physical return. If a return is required for an approved claim, we will provide instructions and a prepaid shipping label or another agreed method at our expense. Please package the item securely and follow the return instructions.
No restocking fee applies to approved damage returns. An approved remedy will not depend on completion of a carrier’s insurance claim.
Wrong, missing, or incorrectly personalized items
If we send the wrong item, omit an item, or produce personalization differently from the details confirmed in your order, please contact us promptly with your order number and photos of the items and packaging received.
We will correct verified errors made by our shop at no additional cost. Depending on the issue, this may involve sending the correct item, supplying a missing component, replacing the affected item, or issuing a refund. We will cover any return shipping we require.
Customer-approved spelling, measurements, designs, and selections are not considered shop errors when we produce them as ordered.
Delivery issues and shipping addresses
If your package has not arrived, is marked delivered but cannot be located, or is returned by the carrier, contact us with your order number. We will review the tracking information and work with the carrier where appropriate.
Verified loss before delivery will be addressed through a replacement or refund, as appropriate. Theft after confirmed delivery is not covered by our damaged-item policy.
Please verify your shipping address before checkout. Additional shipping costs caused by an incorrect or incomplete address supplied by the customer may be the customer’s responsibility, where permitted by law.
Damage after delivery and intended use
Our damaged-item policy does not cover damage caused after delivery by drops, misuse, improper installation, unauthorized modifications, normal wear, or exposure to heat or chemicals contrary to the product’s care instructions.
An item intended for decorative use should not be used for a load-bearing, food-contact, or other purpose unless the listing expressly identifies it as suitable for that use.
These exclusions do not remove any rights relating to an item that was defective or damaged when supplied.
Order cancellations, changes, and delays
Contact us immediately if you need to cancel or change an order. Requests may be accommodated before production begins, but cannot be guaranteed. Once production begins, change-of-mind cancellations and changes are generally unavailable.
If we cannot ship within the timeframe promised when you ordered, we will notify you and provide the delay, cancellation, and refund options required by applicable law. If we cancel an order because we cannot fulfill it, we will refund the unfulfilled portion and associated charges.
Refunds and payment processing
Approved refunds are issued to the original payment method. Refunds reflect the amount actually paid after discounts, applicable taxes, and shipping charges attributable to the refunded items. A fully refunded order includes its original shipping charge.
We normally submit approved refunds within five business days after approval and, if a return is required, receipt of the returned item. Refunds required by law will be issued within the applicable deadline. Your bank or payment provider may take additional time to post the funds.
For gifts, refunds are issued to the original purchaser’s payment method. We cannot refund more than the amount paid or issue duplicate refunds for the same loss.
Your consumer rights
This policy does not limit rights or remedies that cannot be excluded under applicable consumer protection laws. Where those rights conflict with this policy, the applicable law takes precedence.