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Returns & Refunds Policy

​Last Updated: 14/01/2026

At NovaLab 3D, we pride ourselves on precision and quality. As a specialist manufacturer of custom 3D printed parts, our returns policy is structured to comply with UK Consumer Law while reflecting the bespoke nature of our work.

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1. Custom & Bespoke Orders

Most products supplied by NovaLab 3D are manufactured specifically to your requirements (e.g., 3D prints from your digital files, reverse-engineered parts, or custom-designed prototypes).

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Important: Under the Consumer Contracts Regulations 2013, the standard "right to cancel" or return goods within 14 days does not apply to goods that are made to the consumer's specifications or are clearly personalised.

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Therefore, we cannot accept returns for custom 3D prints simply because you have changed your mind or no longer require the item.

Client Responsibility:

  • You are responsible for ensuring your 3D files (STL/STEP) and specifications are correct before manufacturing begins.

  • We are not responsible for design faults contained within the original files you provide (e.g., parts that do not fit together due to incorrect tolerances in your CAD design).

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2. Defective or Damaged Goods

We stand by the quality of our production. Under the Consumer Rights Act 2015, you have a statutory right to a refund, repair, or replacement if the goods we supply are:

  • Faulty: The item has a manufacturing defect (e.g., layer separation, warping, or material failure).

  • Not as Described: The item does not match the material or specifications detailed in your Quote/Invoice.

  • Damaged in Transit: The item arrives broken due to shipping mishandling.

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How to Report a Fault:

If you believe your item is defective, you must contact us at support@novalab3d.com within 30 days of delivery.

  • Subject Line: Defect Report - Order #[Your Order Number]

  • Evidence: Please attach clear photos of the defect and the packaging (if damaged).

  • Resolution: If the fault is verified as a manufacturing error, we will offer a free reprint/replacement as a priority. If a replacement is not possible, we will issue a full refund.

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3. Standard "Off-the-Shelf" Products

If you purchase non-custom items from us (e.g., spare hardware, standard filament spools, or pre-printed stock items that are not custom-made), you have the right to cancel your order within 14 days of receiving the goods without giving a reason.

  • Return Condition: Items must be unused, in their original packaging, and in a re-sellable condition.

  • Return Costs: Unless the item is faulty, you are responsible for paying the return postage costs. We recommend using a tracked service.

  • Refunds: We will refund the cost of the goods (plus standard outbound delivery costs) within 14 days of receiving the returned items.

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4. B2B (Business-to-Business) Transactions

For commercial clients, our liability is limited to the replacement of the defective part or a refund of the invoice value. We are not liable for any indirect or consequential losses (e.g., machine downtime, lost profits) resulting from a delay or part failure.

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5. Contact Us

For all return enquiries, please contact our support team:

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