Returns & Refunds Policy

Because every print we make is produced to your specification, we cannot accept returns or refunds on custom 3D printed parts because you have changed your mind, ordered the wrong quantity or no longer need the parts.

Goodwill cancellation: If you contact us before material preparation, slicing or printing has started, we will cancel your print order and refund you in full. This is in addition to your statutory rights.

CAD design and reverse engineering are services rather than goods, so they are covered by different rules. If you are a consumer, you have the right to cancel within 14 days. If you asked us to start straight away, you will need to pay for the design work completed up to the point you cancel. You lose the right to cancel once the completed design file has been delivered to you, provided you asked us to start immediately and acknowledged this when ordering. Full details, including our model cancellation form, are in §8.2 of our Terms & Conditions.

• •Your files: You are responsible for making sure that your 3D files (.STL, .STEP, .3MF, .OBJ), unit scales (mm vs inches), wall thicknesses and material selections are correct before manufacturing begins.
• •Design faults in your files: We are not responsible for parts that are printed accurately to your file but fail because of the design itself. Examples include mating parts that don't fit due to insufficient clearance in your CAD model, or structural weak points built into the geometry.
• •Designs we create: Where we created the design, you approve it before printing (Terms & Conditions §3.2). We remain responsible for any error caused by our failure to use reasonable care and skill.

Your goods are faulty if they are:

• •Defective: the part has a defect caused by our production process, such as severe layer delamination, warping outside tolerance, incomplete extrusion or material failure;
• •Not as described: the part does not match the material, colour, process or specification confirmed in your accepted quotation or invoice, or falls outside our stated tolerance of ±0.2% or ±0.10mm, whichever is greater; or
• •Damaged in transit: the part arrives cracked, broken or crushed. Risk stays with us until the goods are delivered to you.

What is not a fault:

• •normal FDM characteristics such as visible layer lines, seam points and minor support marks (Terms & Conditions §4.1);
• •issues caused by geometry you supplied or approved (see §1.3);
• •damage caused by misuse, modification, incorrect assembly, or exposure to conditions beyond the material's normal specification (for example excessive heat, UV, chemicals or load);
• •any use with food or drink. Our parts are not food-safe (Terms & Conditions §4.3).

Please email support@novalab3d.com as soon as possible after you notice the problem. For visible transit damage, contact us within 5 working days of delivery if you can, as this helps us claim from the courier. Reporting later does not remove your statutory rights.

To help us resolve it quickly, please include:

• •Subject line: Defect Report - Order / Invoice #[Your Number]
• •Photographs clearly showing the defect.
• •Caliper measurements, if you are reporting a dimensional issue.
• •Photos of the outer box and internal packaging, if the part was damaged in transit.

Please keep the part and its packaging, as we may ask you to return it for inspection. If the goods are faulty, we pay the return postage.

Within 30 days of delivery, you may choose either:

• •a full refund; or
• •a free priority reprint.

After 30 days, we will first offer a free reprint or repair. If that is not possible, cannot be done within a reasonable time, or the replacement is also faulty, you may choose a price reduction or a refund. These rights can apply for up to six years from delivery. If you claim a refund within six months of delivery, we will not make any deduction for use.

Refunds are made to your original payment method within 14 days of us agreeing that you are entitled to one.

If you are a consumer buying standard, non-custom stock items from us, you have the right to cancel within 14 days of the day after you receive the goods, without giving any reason. Examples of such items include filament spools, standard spare hardware and pre-printed stock items.

How to cancel: Email support@novalab3d.com with a clear statement that you wish to cancel, or use the model cancellation form below.

• •Return deadline: Please send the goods back within 14 days of telling us you are cancelling.
• •Condition: You may handle the goods as you would in a shop, to check what they are and that they work. If you handle or use them beyond that and their value goes down as a result, we may reduce your refund to reflect this. For example, a filament spool returned with its vacuum seal broken and moisture exposure may have reduced value.
• •Return postage: Unless the item is faulty or misdescribed, you pay the cost of returning it. We recommend using an insured, tracked service, as you are responsible for the goods until they reach us.

We will refund the price of the goods, plus our standard outbound delivery charge, within 14 days of the earlier of:

• •receiving the goods back; or
• •receiving evidence that you have sent them.

If you chose a more expensive delivery method than our standard option, we only refund the standard delivery cost.

Business customers must inspect all delivered parts on receipt.

• •Visible issues: Any claim that parts are damaged or fail to meet the agreed material or dimensional tolerances must be made in writing, with supporting inspection evidence, within 7 days of delivery.
• •Hidden defects: Defects that are not visible on reasonable inspection must be reported within 7 days of discovery, and in any event within 30 days of delivery.

For business customers, our only obligation for verified non-conforming parts is, at our option, to remanufacture and replace the defective parts or refund the invoice price of the affected parts. Business customers have no right to cancel for a change of mind.

As set out in §9.3 of our Terms & Conditions, we are not liable to business customers for:

• •indirect or consequential losses;
• •assembly line downtime;
• •loss of profit; or
• •third-party penalties.

Our liability is capped as stated in our Terms & Conditions.

NovaLab 3D Ltd — Returns · 11 Levin Drive, Pickering, North Yorkshire, YO18 7UF, United Kingdom

Corrected consumer remedies and notification periods; added CAD service cancellation rights, model cancellation form and food-contact exclusion; aligned B2B inspection period and wording with Terms & Conditions.

Initial publication of Returns & Refunds Policy for custom 3D printed orders, off-the-shelf items and B2B claims.