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Returns and refunds

Last updated: 7 November 2026

Almost everything we make is made to order. That changes how cancelling works, but it doesn't change your rights if something is wrong.

If your order is faulty or not as described

Email hello@[your-domain] with your order details and photos of the problem. If you're a consumer, you have these rights under the Consumer Rights Act 2015:

• Within 30 days of receiving it: you can reject it for a full refund.
• Within 6 months: we'll repair or replace it, unless we can show it wasn't faulty when you received it. If that doesn't fix the problem, or isn't possible, you can have a price reduction or a refund.
• After 6 months: you can still claim, though you may need to show the fault was there when you received it. Claims can generally be made for up to 6 years (5 years in Scotland).

For design work, we must use reasonable care and skill. If we don't, we'll redo the work or, if that isn't possible, give you a price reduction or refund. The same applies to a design file that isn't as described.

Where the item needs to come back, we'll cover the reasonable cost of returning it, and we'll tell you the best way to send it. For small or low-value parts, photos may be enough.

What doesn't count as a fault

This includes the normal characteristics listed in our Terms, damage from misuse or from heat beyond what the material can take, normal wear, and problems that come from a file or measurements you supplied, unless we told you it would work for that purpose. If you're not sure, please ask.

Changing your mind: printed parts

When you buy online, you normally have 14 days to cancel. The law makes an exception for goods made to your specifications or clearly personalised, which includes parts printed from your file or designed for you. Because of this, you can't return them just because you've changed your mind.

We still try to be fair:

• Before you've paid: you can walk away at any time, at no cost.
• After you've paid, before printing starts: tell us and we'll refund what you've paid, less any design work already done.
• After printing has started: we can't normally cancel, as the part is being made just for you.

Changing your mind: design work and design files

Design work is a service, and a 3D file we send you is digital content, so different rules apply:

• Design work: you can cancel within 14 days of the day our contract begins. If you asked us to start designing during those 14 days, you'll pay for the work done up to the point you tell us you're cancelling. If we've finished the design at your request within the 14 days, and you acknowledged that you'd lose your right to cancel once it was complete, you can no longer cancel it.
• Design files: if you asked us to send a file within the 14 days and acknowledged that you'd lose your right to cancel once we sent it, you can't cancel once it's been sent.

Your quote asks whether you want us to start straight away, and you choose when you accept it.

How to cancel

Email hello@[your-domain] with a clear statement that you're cancelling, and your name and quote reference. You can use the form below, but you don't have to. To meet the deadline, you only need to send your message before the 14 days end.

Refunds

We refund to your original payment method, without undue delay and within 14 days of agreeing a refund, receiving your cancellation or receiving the item back, whichever applies. We'll include your original standard delivery charge where the law requires it.

Business customers

If you're buying for a business, the consumer rights on this page don't all apply. If there's a fault, tell us promptly and we'll repair, reprint or refund the part as appropriate.