Refund Policy

This Refund Policy outlines the terms and conditions under which customers of our 3D Printing Service Bureau may request and receive refunds. Our aim is to provide a transparent, fair, and straightforward process for addressing concerns regarding payments, cancellations, and returns.

Refunds are considered under the following circumstances:

​

The 3D printed product is received damaged or defective.

The final product significantly deviates from the approved design specifications or materials agreed upon at the point of order confirmation.

The order is cancelled by the customer prior to the commencement of the printing process.

The order is cancelled by the service bureau due to unforeseen circumstances, such as equipment failure or material shortages.

​Non-refundable situations include:

​

Customised or bespoke orders once printing has commenced, unless the item is faulty or does not match the approved design.

Minor deviations in colour, finish, or dimensions within industry-accepted tolerances.

Delays caused by incorrect or incomplete customer-provided files or information.

Damage occurring after delivery due to mishandling or improper use.

​If you would like to request a refund, please contact our customer service team within 7 days of receiving your order. Provide your order number, a description of the issue, and photographic evidence if applicable. Our team will review your request and may request additional information if necessary. We aim to respond to all refund requests within 3 business days.

If your refund request is approved, refunds will be issued to the original payment method used at the time of purchase. Refunds may take up to 10 business days to appear in your account, depending on your financial institution. In certain cases, we may offer a partial refund or a reprint of the item at no additional charge, based on the nature of the issue.

Orders cancelled before production begins are eligible for a full refund. If production has already started, a partial refund may be issued, reflecting costs already incurred.

If the return of the item is required, instructions will be provided by our customer service team. Returned items must be in their original condition. The customer is responsible for return shipping unless the item is faulty or incorrect.

We reserve the right to update or modify this Refund Policy at any time. The latest version will always be available on our website.

For all refund, return, or cancellation queries, please contact our customer service team at mail@3dwax.co.uk or by phone at +44 (0)1438 940180.