Refund and Return Policy

01Overview

At 9L3D.com, we want every customer to receive products that match their descriptions and arrive in satisfactory condition.

This Refund and Return Policy explains the conditions and procedures for requesting a return, replacement, cancellation, or refund for physical products purchased directly from 9L3D.com.

02Reporting Period

If your order arrives damaged, defective, incomplete, materially different from its description, or contains an incorrect product, please contact us within seven days of delivery.

Contacting us promptly helps us verify the issue and, where applicable, submit a claim to the shipping carrier.

The seven-day reporting period does not limit any longer period or remedy that applicable consumer law requires us to provide.

03Eligible Refunds and Replacements

You may be eligible for a refund, replacement, replacement component, repair assistance, or another appropriate remedy when:

• The product arrived damaged;
• The product has a manufacturing defect;
• You received the wrong product;
• A component described as included is missing;
• The product is materially different from its website description; or
• We are otherwise required to provide a remedy under applicable law.

Normal 3D-printing characteristics

Minor characteristics normally associated with 3D printing are not necessarily defects. These may include:

• Visible printing layer lines;
• Minor support or finishing marks;
• Small variations in surface texture;
• Slight colour differences;
• Minor dimensional tolerances; and
• Differences caused by photography, lighting, or screen settings.

A normal manufacturing variation will not qualify for a refund unless it materially affects the product’s quality, safety, appearance, or advertised functionality.

04How to Request a Return or Refund

To request assistance, email support@9l3d.com and provide:

• Your order number;
• The email address used at checkout;
• The name of the affected product;
• A clear description of the issue;
• Clear photographs or video showing the product and problem;
• Photographs of the shipping package and label if the item arrived damaged or incorrect; and
• Your preferred resolution, such as a replacement or refund.

We aim to acknowledge requests within two business days and provide a substantive response within seven business days.

Investigations involving shipping carriers or payment providers may require additional time.

05Return Authorization

If a return is required, we will provide:

• Return authorization or confirmation;
• The correct return address;
• Packaging instructions, where necessary;
• The deadline for sending the return; and
• Information about who is responsible for the return-shipping cost.

Products sent without authorization or to an address shown on the original shipping package may be delayed, refused, or lost.

06Conditions for Physical Returns

Unless the return concerns a damaged, defective, incorrect, or misdescribed product, returned products must be:

• Unused and unmodified;
• In their original condition;
• Complete with all components and accessories;
• Returned in their original packaging where reasonably possible; and
• Securely packaged to prevent damage during transit.

We may reduce a refund to reflect a loss in value caused by handling beyond what was reasonably necessary to inspect the product, but only where permitted by applicable law.

We may ask you to return the product before issuing a refund or replacement. In some cases, photographs or video may be sufficient, and a physical return may not be required.

07Change-of-Mind Returns

Unless applicable consumer law provides otherwise, change-of-mind returns are accepted only with our prior approval.

To be considered, a standard physical product must be unused, undamaged, complete, and in its original condition.

For an approved change-of-mind return:

• The customer is responsible for return-shipping costs;
• Original shipping charges are not normally refundable;
• A tracked return-shipping service should be used;
• The product remains the customer’s responsibility until it is received; and
• Any customs or import costs associated with the return are the customer’s responsibility unless applicable law provides otherwise.

Change-of-mind returns are not normally available for custom, personalized, made-to-order, modified, clearance, or final-sale products.

08Custom and Made-to-Order Products

Custom, personalized, and made-to-order products are created according to customer selections or specifications.

Unless applicable law requires otherwise, these products cannot normally be returned or refunded merely because the customer:

• Changed their mind;
• Selected the wrong colour, size, variation, or configuration;
• Supplied incorrect personalization details;
• No longer wants the product; or
• Expected a characteristic that was not included in the product description.

This restriction does not apply when a custom or made-to-order product is damaged, defective, incorrect, materially misdescribed, or otherwise covered by mandatory consumer protections.

Customers are responsible for reviewing all customization instructions, measurements, colours, names, and other submitted information before placing an order.

09Non-Returnable Items

Subject to mandatory consumer rights, the following products are not normally eligible for change-of-mind returns:

• Custom-made or personalized products;
• Products manufactured according to customer specifications;
• Products that have been used, modified, painted, repaired, or damaged after delivery;
• Products returned with missing components or accessories;
• Clearance or final-sale products where clearly identified and legally permitted;
• Gift cards; and
• Products purchased from an unauthorized third-party seller.

These exclusions do not restrict remedies for products that are damaged, defective, incorrect, materially misdescribed, or otherwise covered by applicable consumer law.

10Exchanges and Replacements

For eligible physical products, we may offer:

• An identical replacement;
• A replacement component;
• Repair or troubleshooting assistance;
• A suitable alternative, with your agreement;
• A partial refund; or
• A full refund.

Replacements are subject to product availability.

If an identical replacement is unavailable, we will contact you to discuss a suitable alternative or refund.

We may ask you to return the original product before sending a replacement. When the issue was caused by our error, a manufacturing defect, or shipping damage, we will provide return-shipping instructions and, where applicable, cover or reimburse reasonable return costs.

11Return-Shipping Costs

Damaged, defective, incorrect, or misdescribed products

If we confirm that a return is necessary because the product is damaged, defective, incorrect, or materially misdescribed, we will provide return instructions and, where applicable, cover or reimburse reasonable return-shipping costs.

Approved change-of-mind returns

For an approved change-of-mind return, the customer is responsible for return shipping and any associated customs charges.

We recommend using a tracked shipping service and retaining the receipt and tracking information until the return is completed.

We cannot confirm receipt of an untracked return. Responsibility for a returned product will be determined according to the circumstances and applicable law.

12Refund Process

After receiving and inspecting an approved return, or after confirming that no return is required, we will notify you whether the refund has been approved.

Approved refunds will be submitted to the original payment method used for the order.

We will not normally issue a refund:

• To a different card or account;
• Through a different payment provider;
• To another person; or
• In cash for an electronically paid order.

We generally submit approved refunds within 5–10 business days.

After we submit the refund, your bank, card issuer, or payment provider may require additional time to display the credit in your account. We do not control the processing time of financial institutions.

If you have not received the refund after we confirm it was submitted, contact your bank or card issuer first. You may then contact us for the refund reference.

13Partial Refunds

Where permitted by law, a partial refund may be offered when:

• Only part of an order is affected;
• A minor issue does not materially prevent use of the product;
• The customer agrees to keep a product with a disclosed issue;
• A returned product has lost value because of unnecessary handling;
• Components are missing from an approved change-of-mind return; or
• A quantity discount or promotional offer must be recalculated after a partial return.

We will explain any proposed partial refund before completing it.

14Bundles, Quantity Discounts and Promotional Products

If you return part of a bundle or quantity-discount order, the price of the products you keep may be recalculated according to the conditions of the original offer.

If a free product or promotional item was included because the original order met a qualifying condition, you may be required to return that product or have its stated value deducted from the refund where permitted by law.

Any adjustment will be explained before the refund is completed.

15Order Cancellations

Contact support@9l3d.com as soon as possible if you need to cancel an order.

Standard physical products

A standard physical-product order may be cancelled for a full refund before it enters processing or dispatch.

Custom and made-to-order products

A custom, personalized, or made-to-order product may be cancelled for a full refund before production begins.

Once production has begun, cancellation may not be possible because materials, labour, or manufacturing capacity have already been committed specifically to the order.

If we voluntarily approve a cancellation after production begins, reasonable non-recoverable production expenses may be deducted where permitted by law. We will disclose any proposed deduction before completing the cancellation.

16Shipping Damage

If a package arrives visibly damaged:

1. Photograph the outer package before opening it where reasonably possible.
2. Photograph the shipping label.
3. Photograph the internal packaging and damaged product.
4. Retain all packaging and included components.
5. Contact us within seven days of delivery.

These steps help us investigate the issue and submit a carrier claim, but they do not eliminate any mandatory legal rights.

17Lost or Undelivered Orders

If tracking does not show delivery within the estimated delivery period, contact us so we can investigate with the carrier.

If tracking shows that a shipment was delivered but you cannot locate it, please:

• Verify the shipping address;
• Check with household members, neighbours, reception, or building management;
• Check any safe location used by the carrier; and
• Contact the local delivery office where appropriate.

We will provide reasonable assistance and assess refund or replacement eligibility using the tracking information, carrier investigation, delivery circumstances, and applicable law.

18Incorrect or Incomplete Delivery Address

Customers are responsible for providing a complete and accurate delivery address.

If an order is returned because of an incorrect or incomplete address, refusal, failure to collect, or unpaid import charges, we may require payment of reasonable reshipping costs.

Where permitted by law, a refund may exclude original shipping, return shipping, customs charges, and other costs we cannot recover when the delivery failure was not caused by our error.

19Unauthorized Returns and Payment Disputes

Please contact us before returning a product so we can provide the correct instructions.

We encourage customers to contact support@9l3d.com before initiating a payment dispute. This allows us to investigate the order and attempt to resolve the matter promptly.

Nothing in this Policy prevents a customer from exercising a lawful right to contact their bank, card issuer, payment provider, consumer-protection authority, regulator, or court.

Customers must not knowingly request duplicate reimbursement through both a merchant refund and a payment dispute for the same transaction.

20Purchases from Third-Party Sellers

This Policy applies only to purchases completed directly through 9L3D.com.

If you purchased a 9L3D product through Amazon, eBay, a marketplace, reseller, dropshipper, or another third party, contact that seller and follow the return policy applicable to the original transaction.

This does not affect any warranty or consumer right that legally applies to the product.

22Updates to This Policy

We may update this Refund and Return Policy to reflect changes in our products, procedures, payment methods, or legal obligations.

The latest version will be published on this page with a revised “Last updated” date.

The Policy in effect when an order was placed will generally apply to that order unless applicable law requires otherwise.