Refund policy

This policy covers change-of-mind returns, faulty goods and warranty claims. It applies in addition to, and does not limit, your rights under the Australian Consumer Law (ACL).

30-Day Change-of-Mind Returns

You have 30 days after receiving your item to request a change-of-mind return.

To be eligible, the item must be unused, in the condition you received it, in its original packaging, with proof of purchase. Contact us first at [email protected]. Items sent back without an accepted return request will not be accepted.

For change-of-mind returns:

  • You pay the return shipping, and the item is your responsibility until it reaches us. We recommend tracked post.
  • Original shipping charges are not refunded.
  • 3D printers are only eligible for change of mind while the box is unopened and the factory seals are intact.

Items Not Eligible for Change-of-Mind Returns

Some items cannot be returned for change of mind once opened, used or installed:

  • Consumables: filament, resin, build plates and sheets.
  • Wear and installed parts: hotends, nozzles and similar components, once fitted or used.
  • Custom, personalised, special-order and made-to-order items, including 3D printing services.
  • Gift cards.

Unopened consumables and parts in their original sealed packaging may still qualify within the 30-day window. Contact us first.

These exclusions apply to change of mind only. They do not affect your rights if an item is faulty, defective or not as described.

Faulty Items and Your Consumer Guarantees

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. These rights apply to every product we sell, including sale items and consumables, and exist regardless of, and in addition to, any manufacturer's warranty.

  • If a product has a major problem (for example it is unsafe, significantly different from its description, or will not do what we said it would and cannot easily be fixed), you can choose a refund or a replacement.
  • If a product has a minor problem that can be fixed, we may choose to repair it, replace it, or refund you.
  • You may also be entitled to compensation for other reasonably foreseeable loss or damage.

Where a product is confirmed faulty, we cover the cost of return shipping. For large items such as 3D printers that cannot be posted without significant cost, we arrange and pay for collection.

Consumer guarantees do not cover problems caused by misuse, accident, incorrect settings or slicer profiles, use outside the manufacturer's specifications, or modifications and third-party parts.

Consumables and Wear Parts

Filament, resin, nozzles, hotends, heater and thermistor assemblies, extruder gears, build plates and sheets, PEI and textured plates, FEP and release film, belts, PTFE tube, glue and cleaning products are consumables. They are used up or wear out through normal use, and their lifespan depends on how they are used. For that reason:

  • Consumables and wear parts are not covered by the manufacturer's warranty on a printer or on the part itself.
  • Wear, depletion, clogging, cosmetic marks, reduced adhesion or shortened life from normal use are not faults, and are not covered.
  • Print quality problems are not evidence that a consumable is faulty. Results depend on your printer, settings, drying, storage and the plate used.

A consumable that is defective when you receive it is still covered by the consumer guarantees. Examples are a spool that is tangled or out of spec, a build plate that arrives cracked or warped, or a hotend that fails on first correct installation. Report these to us within 7 days of delivery with photos so we can put it right.

How We Assess a Fault

To resolve a fault we need to be able to confirm it. When you report a problem we will ask for the printer or part serial number, a description of the fault, and evidence such as photos or video, the print file, and the filament, build plate and settings used. For intermittent faults we may ask you to run a specific test so the problem can be reproduced.

Printers and electronics may need to be assessed by us or by the manufacturer's authorised Australian service centre. We will tell you before anything is sent.

If an assessment finds the product is not faulty, or that the problem was caused by something not covered by the consumer guarantees, you are responsible for the cost of the assessment and the freight to and from the assessor. We will tell you the likely costs before you agree to send the item.

Damaged or Incorrect Orders

Please inspect your order on arrival and contact us within 7 days if an item is damaged in transit or you received the wrong item, so we can lodge a claim with the carrier and make it right. Photograph the packaging and contents before unpacking further.

Manufacturer Warranties

Some products, such as 3D printers and electronics, also carry a manufacturer's warranty. We will help you make a claim and act as your point of contact with the manufacturer or distributor. Manufacturer warranties are in addition to, and do not replace, your Australian Consumer Law rights.

Exchanges

The fastest way to get what you want is to return the eligible item and, once the return is accepted, place a separate order for the new item.

Refunds

We will notify you once we have received and inspected your return. Approved refunds go to your original payment method within 5 business days. Your bank or card provider may take additional time to post it. If more than 15 business days have passed since approval, contact us.

Contact

Questions about a return or warranty claim? Email [email protected] or call 0478 966 996.