At 3DPRINTHIVE, we are committed to ensuring that you are completely satisfied with your purchase. Whether you’re buying custom 3D prints or other products from our shop, we understand that sometimes things don’t go as expected. That’s why we’ve made our returns and refunds process as straightforward as possible, in line with UK consumer law. Please review our policy below for full details on how to return items, request exchanges, or claim refunds. Your satisfaction is our priority!
1. Your Right to Cancel
Under the Consumer Contracts Regulations 2013, you have the legal right to cancel your order within 14 days of receiving your items. This right applies to most purchases made online unless the item is exempt, as detailed below.
- You have 14 calendar days to notify us of your decision to cancel your purchase.
- Once you notify us, you have 14 days to return the item.
- We will issue a full refund, including the cost of standard delivery, within 14 days of receiving the returned items or receiving proof of return, whichever is sooner.
2. Eligibility for Returns and Cancellations
To be eligible for a return or cancellation:
- Non-personalized, non-custom items must be unused, in their original condition, and returned with all accessories and packaging.
- You are responsible for the cost of returning the item, unless the product is faulty or not as described.
- You must take reasonable care of the goods while in your possession. Any damage or missing parts may result in a deduction from your refund.
3. Non-Returnable Items
Certain items are exempt from returns under UK law:
- Custom-made or personalized 3D prints.
- Digital download products where download has begun.
- Perishable goods or items that cannot be resold for health or hygiene reasons once opened.
- Gift cards.
4. Faulty, Damaged, or Not as Described Items
Under the Consumer Rights Act 2015, you are entitled to a refund, repair, or replacement if the goods are faulty, damaged, or not as described. This right applies for up to 30 days after the purchase. If a fault develops after 30 days, we may offer a repair or replacement.
To make a claim for faulty or damaged goods:
- Contact us via email at hello@3dprinthive.co.uk with your order number, description of the issue, and photos if applicable.
- We will assess your claim and arrange a repair, replacement, or refund, including covering return postage where applicable.
5. How to Return an Item
- Notify Us: Email us at hello@3dprinthive.co.uk with your order number and the reason for return or cancellation.
- Return the Item: Once your return is approved, we will send you details with how you can you return the items back to us including address information.
- Proof of Postage: We recommend using a tracked delivery service and retaining proof of postage.
6. Refunds
- Refunds will be processed within 14 days of receiving your returned item or proof of return.
- Refunds will be issued via your original payment method.
- We will refund the cost of the item and the standard delivery cost (if applicable). If you opted for an enhanced delivery service, the additional cost will not be refunded.
- Please note that if the item has been used or damaged, we may deduct an amount to reflect the reduced value of the goods.
6. Exchanges
We can offer an exchange for items that are faulty or damaged. If you need to exchange a defective item, please email us at hello@3dprinthive.co.uk with your order details, and we will arrange the replacement.