This policy explains how we handle returns, refunds and reprints. It does not affect your statutory rights as a consumer under UK law, including the Consumer Rights Act 2015.
All items sold by 3DPrintMyFile are custom-manufactured to order, printed from files supplied by the customer. Because these goods are made to your individual specification, the standard 14-day "change of mind" cancellation right that applies to off-the-shelf online purchases does not apply once production has begun.
We do not offer reprints or refunds for:
It is your responsibility to check that your uploaded file, chosen scale, material and other order options are correct before you place your order.
Items are printed at the exact dimensions of the file you upload. We do not scale, resize, repair, or otherwise modify submitted files.
When you upload your file to our Instant Quoting Tool, it will show you the exact dimensions your item will be printed at. Please check these carefully before placing your order - this is your opportunity to confirm the size is correct.
We are not responsible for a print being the wrong size where this results from how the file was created, exported, scaled or saved prior to upload. Please check your file's dimensions carefully before ordering - we're happy to answer questions about this before you order if you're unsure.
If your item is genuinely faulty - meaning there is a manufacturing problem rather than an issue with the file you submitted - we will offer a free reprint or a refund.
We assess claims against these standards and against the wider legal standard of "satisfactory quality" under the Consumer Rights Act 2015.
To report an issue, please contact us with:
Photos are the quickest way for us to assess and resolve your claim, and we ask all customers to provide them wherever possible so we can process reprints and refunds promptly. Please get in touch as soon as you notice a problem, and in any event within 30 days of delivery. Letting us know as soon as you spot the issue also helps us rule out that any damage occurred after delivery, rather than during manufacturing.
We reserve the right to request further information or evidence where needed to assess a claim.
If your order arrives visibly damaged:
We will arrange a free replacement where the damage occurred in transit. Please don't dispose of the item or packaging until we've confirmed next steps, as we may need this to make a claim with the courier. Contacting us slightly outside this window doesn't affect your underlying rights - just let us know as soon as you can.
You can cancel your order free of charge at any point before production begins. Once we have started manufacturing your item, it can no longer be cancelled, as it has been made specifically to your file and specification.
If you've made a mistake with your order, contact us immediately - if production hasn't started, we'll amend or cancel it for you.
For any issue with your order, please contact us with your order number, a description of the problem, and any relevant photos, and we'll take it from there.
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or other applicable UK consumer protection law.