Refund policy

This policy covers physical goods bought directly from 3dprintwise.shop for delivery in the United Kingdom. The seller is 3DPRINTWISE LTD. Our additional return offer operates alongside your statutory consumer rights; it does not replace them.

Our additional 30-day return offer

For an ordinary, non-personalised product, tell us that you wish to return it within 30 calendar days after delivery. Then send it back without undue delay and within 14 calendar days after telling us. The day after delivery is day one. Keep your message and proof of posting.

This additional offer covers a change of mind, including a standard item that does not suit your needs. For returns relying on the additional offer rather than statutory cancellation, the item must be unused apart from reasonable inspection, complete with its supplied parts and free from damage caused after delivery. Original packaging is helpful but suitable alternative protective packaging is acceptable. We charge no restocking fee.

Ordinary printed designs remain eligible even if printed after you order. Sale items have the same statutory rights as full-price goods. Neither this condition requirement nor the 30-day offer restricts remedies for a product that was faulty, damaged on arrival or misdescribed.

Start a return or report a problem

Email support@3dprintwise.shop, call +44 7911 800441, or use our Contact Information. Identify your order, the item and whether you want to cancel, return a standard item or report a problem. An order number is useful; another reasonable way to identify the purchase is also acceptable. You do not need to give a reason to exercise statutory cancellation.

Ask us for the appropriate postal return instructions and destination before sending a parcel. Do not assume that the registered office is a staffed returns counter. We will explain the arrangements for the particular return. A statutory cancellation takes effect when you communicate it clearly; it is not dependent on us approving a return request or issuing an authorisation number. If instructions are delayed, contact us again and retain the evidence of your timely cancellation; our delay does not remove your statutory rights. If we have not specified a return address, the statutory rules on where goods may be returned still apply, including the address supplied for contacting us.

Protect articulated joints, small parts and decorative surfaces during packing. Use a suitably strong outer package and cushioning, and include the order reference where practical. Keep evidence of sending the goods back. Photographs can assist with a fault report but are not an absolute condition of a statutory remedy.

Return postage and charges

For a statutory change-of-mind cancellation, you bear the direct return postage cost only if we clearly told you before purchase that you would bear that cost and did not agree to pay it ourselves. If we did not provide that information, we bear the direct return cost. No restocking or refund administration fee applies.

Where goods are faulty, damaged on arrival, incorrect or misdescribed, we bear the reasonable return costs for a remedy for which we are legally responsible. Contact us so suitable arrangements can be made; you do not have to pay for our mistake. Do not buy an unusually expensive return service without discussing it with us first, where reasonably possible.

UK online cancellation: 14 days, not seven

For an eligible online purchase, you can cancel from placing the order until the end of 14 calendar days after the day you receive the goods. For several goods in one order delivered separately, the cancellation period normally runs from receipt of the last item; special rules apply to lots or instalments. Notify us through a clear statement within that period, then send the goods back within 14 calendar days after your cancellation notice.

You may inspect an item as you reasonably would in a shop to establish its nature, characteristics and functioning. Opening a box does not automatically remove cancellation rights. Where the law permits, we may deduct a reduction in value caused by handling beyond that necessary inspection. We will explain any deduction; it is not a fixed restocking charge. This deduction is not available where the required cancellation information was not provided.

Personalised and customer-specified goods

The statutory change-of-mind cancellation right does not apply to goods made to your specifications or clearly personalised, where the legal exception applies. An item printed with a name, unique message or customer-supplied bespoke design may qualify. We exclude such qualifying products from the additional 30-day change-of-mind offer too.

The exception is assessed for the actual product. A standard animal design, a stock decorative sign or an ordinary product printed only after ordering is not automatically personalised. Selecting a standard listed option does not by itself justify treating every purchase as exempt. Applicable restrictions must be explained before you order.

Check personalisation text and agreed specifications carefully. Contact us promptly if a correction is needed. We will check whether a change can be made; we do not promise that an exempt custom order can always be cancelled before production. If we fail to follow the agreed specification, or the item is faulty or misdescribed, your statutory remedies still apply.

Faulty goods and the separate 30-day right to reject

Goods must be of satisfactory quality, fit for their agreed purpose and as described. For qualifying faults, the Consumer Rights Act normally gives a short-term right to reject for 30 days, starting after delivery and the other applicable statutory conditions are met. This is separate from our voluntary 30-day offer.

After the short-term rejection period, you may still be entitled to a repair or replacement. These must be provided without cost, within a reasonable time and without significant inconvenience. If the applicable conditions are met—for example, a repair or replacement is unsuccessful or cannot be provided—you may be entitled to a price reduction or final rejection and refund. A fault appearing within six months is generally presumed to have existed on delivery unless that presumption is rebutted or incompatible with the circumstances.

There is no blanket seven-day fault-reporting deadline. Personalisation, the expiry of our voluntary return period or the absence of original packaging does not remove faulty-goods rights. Ordinary printing texture that was accurately described is different from breakage, an unsafe product or a material mismatch with the description.

Refund amounts and deadlines

For statutory cancellation of a whole eligible order, we refund the item price and the cost of our least expensive standard delivery option. If you chose a more expensive delivery service, the extra premium need not be refunded. For a partial return, the delivery refund depends on the order and any delivery charge that would still have applied to the retained items.

If we have not offered to collect cancelled goods, reimbursement is due without undue delay and no later than 14 calendar days after we receive them back or receive evidence that you sent them back, whichever happens first. In other statutory cancellation cases, including where we offer to collect, the deadline is normally 14 calendar days after we are informed of cancellation. Inspection does not restart the applicable clock.

For a refund under a statutory right to reject faulty goods, payment is due without undue delay and within 14 calendar days beginning with the day we agree that you are entitled to it. We will not use unnecessary investigation to delay recognising an entitlement.

For a return relying only on our additional offer, we refund the eligible item's purchase price without undue delay after receiving and assessing it. That additional offer does not promise repayment of the original delivery charge beyond your statutory entitlement. We explain the refund outcome and any disputed condition promptly.

Refunds use the original payment method unless you expressly agree otherwise, with no refund fee. We do not substitute compulsory store credit for a monetary refund you are entitled to. A refund being submitted and a credit appearing in your bank account are different events. If a credit is missing, contact us so we can trace it with the provider; provider processing does not extend a legal refund deadline.

Exchanges

For an eligible standard product, you may ask for an exchange. We will check availability and explain any price difference and delivery arrangements before you agree. If an exchange is unavailable, an eligible refund remains available. A voluntary exchange is separate from a statutory replacement for faulty goods. We will not substitute a different design without your agreement.

Optional cancellation form

You may use the following form, but a clear email, letter or other statement is equally valid. Send it to 3DPRINTWISE LTD at support@3dprintwise.shop or by post to 5 Brookside Close, Stratford-Upon-Avon, England, CV37 9PL. This is the address for a cancellation notice, not an instruction to send a parcel there.

  • I/We hereby give notice that I/We cancel my/our contract of sale of the following goods (describe the goods).
  • Ordered on / received on (delete whichever does not apply and supply the date).
  • Name of consumer(s).
  • Address of consumer(s).
  • Signature of consumer(s), only if this form is sent on paper.
  • Date.

Other sales channels and help

An Etsy purchase follows the terms of that transaction and the applicable law. Use the order's Etsy messaging where practical. Etsy buyer protection and marketplace offers do not automatically apply to a direct website purchase.

Read our Shipping Policy for delivery issues and our Payment Policy for payment enquiries.

The registered office identifies the company for legal correspondence. It is not represented as a dispatch warehouse, showroom, collection point or returns depot.