Returns & Refund Policy

At Noys 3D Prints, many of our items are made to order, custom-sized, or personalised, so our returns and refund policy varies depending on the type of product or service purchased.

By placing an order with us, you agree to the policy below.

For any returns or refund enquiries, please contact:
hello@noys3dprints.co.uk

1. Overview

This policy applies to:

• physical 3D printed products
• made-to-order items
• personalised or custom products
• paint sets, brushes, and accessory bundles where sold
• digital services
• AI generation credits
• subscriptions and memberships

Your legal rights under UK consumer law are not affected.

2. Standard Physical Items

If you purchase a standard non-custom physical item, you may be eligible to cancel or return your order in line with UK consumer law, provided that:

• the item is unused
• the item is in its original condition
• the item is returned in suitable resale condition
• you contact us within the applicable return period

If a returned item is received back used, damaged, incomplete, or not in resale condition, we may reduce or refuse the refund where permitted by law.

Customers are responsible for return postage costs unless the item is faulty, damaged, or incorrect.

3. Made-to-Order, Custom and Personalised Items

Because many of our products are produced specifically for each customer, the following items are generally non-returnable and non-refundable once production has started:

• custom-sized items
• personalised items
• made-to-order products
• colour-specific custom orders
• bespoke or customer-requested design modifications

This is because these items are created specifically for the customer and may not be suitable for resale.

Please ensure all measurements, colours, spelling, and custom details are checked carefully before placing your order.

If a custom item arrives faulty, damaged, or not as described, please contact us and we will review the issue.

4. Paint Sets, Brushes and Consumable-Type Accessories

Where paint sets, brushes, or similar accessory bundles are sold:

• these may only be returned if unused, sealed where applicable, and in resalable condition
• opened, used, or partially used consumable items may not be eligible for return unless faulty or damaged on arrival

If an accessory item arrives damaged or incomplete, please contact us with photos where possible.

5. Digital Services, AI Credits and Memberships

Digital services, AI generation credits, subscriptions, and memberships are generally non-refundable once delivered, allocated, activated, or used, except where required by law.

This includes:

• purchased credit packs
• subscription credit allocations
• AI-generated outputs
• digital design services already started or delivered
• account-based membership benefits once activated

Failed Generations

If a paid generation fails due to a confirmed technical issue on our side, we may, at our discretion:

• re-credit the generation
• replace the used credit
• issue a refund for the affected generation where appropriate

We reserve the right to investigate repeated failed-generation claims where misuse is suspected.

6. Subscription Cancellations

Customers may cancel future subscription renewals at any time.

Cancelling a subscription will stop future billing, but will not usually entitle the customer to a refund for the current billing period, unless required by law.

Credits

• Subscription credits expire at the end of the relevant billing cycle unless otherwise stated
• Purchased credits remain on the account until used, unless otherwise stated
• Credits are non-transferable, non-exchangeable, and have no cash value

7. Faulty, Damaged or Incorrect Items

If your item arrives:

• faulty
• damaged
• incomplete
• or not as described

please contact us as soon as possible and include:

• your order number
• a description of the issue
• clear photographs where possible

If we confirm a genuine issue, we may offer, at our discretion:

• a replacement
• a repair
• store credit
• a full or partial refund

We may ask for the item to be returned before resolving the matter.

Important Note on 3D Printed Products

Please note that slight layer lines, minor print marks, small finish variations, and minor surface imperfections are normal characteristics of 3D printed and made-to-order products and do not automatically indicate that an item is faulty.

8. Return Timeframe

Standard (Non-Custom) Items

Under UK consumer law, customers have the right to cancel their order within 14 days of receiving the item.

To exercise this right, you must contact us within 14 days of delivery to notify us of your intention to return the item.

Once a return has been agreed, the item must be sent back within 14 days of notifying us.

Returned items must be received back within a reasonable time and in suitable condition.

Custom, Personalised and Made-to-Order Items

Custom, personalised, and made-to-order items are not eligible for cancellation or return once production has started, except where the item is faulty, damaged, or not as described.

Faulty or Incorrect Items

If your item is faulty, damaged, or incorrect, please contact us as soon as reasonably possible after delivery so we can assess and resolve the issue.

Late Requests

We reserve the right to refuse returns requested outside of the applicable timeframes unless required by law.

9. Product Suitability and Use

Many of our products are intended for hobby, display, model-making, craft, and collector use.

Unless clearly stated otherwise, our products are not toys.

Many products may include:

• small parts
• delicate or breakable features
• pointed edges or fine printed details
• paints, brushes, or finishing materials where included

Age Guidance

• Our products are generally intended for users aged 14 years and over for unsupervised use
• Children under 14 years old should only use, handle, paint, or assemble products under appropriate adult supervision

Products may not be suitable for very young children due to potential choking hazards, fragile parts, or materials intended for hobby and craft use.

Customers are responsible for ensuring products are used safely, appropriately, and in a suitable environment.

10. Non-Returnable Situations

We may refuse returns or refunds where:

• the item has been used, damaged, altered, painted, glued, modified, or mishandled after delivery
• the issue is due to incorrect measurements, spelling, or details supplied by the customer
• the item matches the approved or agreed specification
• the customer simply changes their mind about a custom or made-to-order item after production has started
• a digital service, credit, or membership benefit has already been delivered or used

11. Return Process

To request a return, refund, or issue review, please email:
hello@noys3dprints.co.uk

Please include:

• your full name
• order number
• reason for return or refund request
• photos where relevant

We will review the request and advise the next steps.

Returns must not be sent back without prior contact, as this may delay processing.

12. Refund Processing

Where a refund is approved, it will usually be issued back to the original payment method.

Refund times may vary depending on the payment provider or platform used.

13. Contact

If you have any questions about this policy, please contact:

Noys 3D Prints
Email: hello@noys3dprints.co.uk