Cancellations & Refunds

1. Before a maker takes your order

You can cancel it yourself, immediately, from your order page. There's nothing to discuss and nobody to ask: your part hasn't been assigned to anyone, so cancelling costs nothing.

You get the full amount back on the card you paid with. We send the refund straight away, and banks typically take 5 to 10 days to show it.

2. After a maker has taken it

Once someone has accepted your job, cancelling becomes a request rather than a decision. You ask, and they answer.

They can say yes, and then you get everything back and they get nothing for the time they'd set aside. They can also say no, and that is a legitimate answer: by the time they've accepted, they may have bought filament in your colour, cleared a slot on the machine, or turned down other work to fit you in.

If nobody answers within about a day, the order carries on and we tell you. We'll say the same thing either way, and we'll never leave you waiting on a request nobody replied to.

You can withdraw the request any time before it's answered.

3. Once your part is being printed

At that point we can't cancel it or refund it. The filament is being spent as the print runs, the machine is committed, and the person doing it is part-way through work they can't sell to anyone else. That isn't a policy we chose to be strict about, it's what a custom, made-to-order part means.

The same applies once it's finished, packed or shipped.

4. If something is wrong with what arrives

This is not a cancellation and it isn't governed by anything above. If your part is damaged, the wrong size, badly printed, or never turns up, report an issue from the order page and a person reviews it.

Do that within the dispute window shown on your order, which is 7 days from the delivery scan unless your order says otherwise. Depending on what went wrong, you get a reprint or a refund. Nothing is paid out to the maker while we're looking into it.

One exception worth knowing: if you chose "operator's choice" for colour and filament, the colour you got isn't a defect. That option is what makes the base price the base price.

About that 7 days. It is our ordinary support window, not a deadline on your legal rights. If a problem was not reasonably discoverable in that time — a fault that only shows up later, for instance — tell us anyway and we will look at it. The window does not limit any warranty, consumer-protection, latent-defect, personal-injury, or other right you have under law, and it does not affect your ability to dispute a charge with your card issuer. We would rather you came to us first, but you are not required to.

5. When we give credits instead of money

Sometimes the fair answer isn't a refund. If we've let you down on an order that can't be refunded, we may add credits to your account instead, as a goodwill gesture.

Credits given this way are a gift from us, not money you paid us. Credits you BOUGHT are different: those are yours, they don't expire, and if you'd rather have the money back for an unused pack, ask us.

We don't use credits as a way to avoid refunding something we should refund. If you're owed money, you get money.

6. How long a refund takes

We send it the moment the cancellation goes through. After that it's between your bank and Stripe, and it's usually 5 to 10 days before it appears.

If a refund fails on our side, we can see it, and we fix it without you having to chase us. You don't need to ask twice.

7. Files and credits on a cancelled order

If your order included a design file you'd paid for, cancelling the print doesn't take the file away from you.

If you spent credits generating a model and then ordered a print of it, those credits come back to you when the print is delivered. A cancelled order never reaches that point, so the credits stay spent. The generation still happened and still cost us.

8. Talking to us

Use the chat from any order page. A real person reads it. You never need to contact a maker directly about a cancellation, a refund, or a problem with a part, and you're never expected to negotiate with them.

Nothing on this page takes away rights you have by law, including your right to dispute a charge with your bank.