Returns Policy
We want you to be completely satisfied with your purchase. If you are not happy with your order for any reason, or if there is an issue with the product, please review our detailed returns policy below. By making a purchase with us, you agree to the following terms.
1. General Returns Policy
- Return Timeframe: You may return most items within 14 days of receiving your order for store credit or exchange, provided the product is unused, unopened, and in its original packaging.
- Eligibility: To be eligible for a return, the product must meet the following criteria:
- The item must be in its original condition (unopened and unused).
- The product must be in its original packaging with all accessories, labels, and documentation.
- Returns must be initiated within 14 days of receiving the product. If more than 14 days have passed, we may not be able to offer a credit or exchange.
2. Faulty or Damaged Products
- Faulty on Arrival: If you receive a faulty, damaged, or defective item, please contact us immediately within 7 days of receiving the product. We will either offer you a replacement or a refund, depending on your preference and product availability.
- Reporting Faulty Products: To help us process your claim as quickly as possible, please provide:
- A detailed description of the issue.
- Photographic evidence of the fault or damage.
- A copy of your order confirmation or receipt.
- Manufacturing Faults: If the product has a manufacturing fault, we will cover the cost of return shipping and provide a replacement or refund, depending on the circumstances.
3. Change of Mind Returns
- If you change your mind about a purchase and the item is still unopened and unused, we are happy to offer you a store credit for the value of the product, minus any shipping costs.
- Shipping Costs: The customer will be responsible for the cost of returning the item unless the return is due to a mistake made by us (e.g., wrong product shipped, defective item).
- Exclusions: We cannot accept returns for the following:
- Items that have been opened, used, or damaged after delivery.
- Products that are custom-made, personalized, or specially ordered.
- Sale or clearance items (unless faulty).
4. How to Initiate a Return
To initiate a return, follow these steps:
1. Contact Us: Please reach out to us via email at info@3dshop.co.nz or through our contact page on the website, and include the following details:
- Order number.
- Product name(s) you wish to return.
- Reason for the return (e.g., damaged, faulty, change of mind).
- Photographic evidence (if applicable).
2. Return Authorization: Once we’ve reviewed your request, we will issue a Return Authorization (RA) number and provide instructions for returning the item(s) to us.
3. Return Shipping: Carefully package the items for return and ensure the RA number is visible on the return package. Please send the return to the address provided by our customer service team.
- We strongly recommend using a tracked shipping service to ensure the safe return of your product. We are not responsible for lost or damaged return items.
5. Refunds Process
- Refund Timeframe: Once we receive your return and verify its condition, we will process your refund within 5-10 business days. The refund will be issued to the original payment method used at checkout.
- Processing Fees: Please note that the original shipping fees are non-refundable, unless the product is faulty or we made an error with your order.
- Partial Refunds: We reserve the right to issue a partial refund or deny a return if the product shows signs of excessive use, is damaged, or if it’s returned outside of the specified timeframe.
6. Contact Us
If you have any questions about our returns or refunds policy, please contact us at:
Email: info@3dshop.co.nz
Phone: 0211404810