Refund and Returns Policy

Returns, Refunds and Exchanges Policy

Last updated: 23/08/2026

We want you to be satisfied with your purchase. Because our products are manufactured using 3D-printing technology, some items are made specifically to order or personalised for individual customers. This policy explains when returns, refunds, replacements and exchanges are available.

Nothing in this policy affects your statutory rights under UK consumer law.

1. Standard 3D-Printed Products

For standard, non-personalised products purchased online, you may have a legal right to cancel your order within 14 days of receiving the goods, without giving a reason.

If you wish to cancel under this right:

  • You must notify us within 14 days of receiving the product.
  • You will normally have a further 14 days to return the product after notifying us.
  • The product should be returned in an appropriate condition, allowing for the reasonable handling necessary to inspect the product.
  • You are responsible for the direct cost of returning the product unless the item is faulty, damaged, incorrect, or we have agreed otherwise.

We will refund the standard delivery charge originally paid where required by law. Additional charges for an upgraded delivery service will not necessarily be refundable.

We may make an appropriate deduction from a refund if the value of the product has been reduced because it has been handled beyond what would reasonably be permitted in a shop.

2. Custom, Bespoke and Personalised 3D Prints

Because custom-made and personalised products are produced specifically according to a customer’s requirements, they generally do not carry the statutory 14-day change-of-mind cancellation right that applies to standard online purchases.

This includes products that have been:

  • Designed or modified specifically for the customer;
  • Personalised with a name, text, logo, image or other information;
  • Produced to customer-specified dimensions;
  • Manufactured in a colour, material or configuration specifically requested by the customer;
  • Modified from our standard design at the customer’s request; or
  • Made specifically to meet a customer’s individual requirements.

However, custom or personalised products are still covered by applicable statutory rights. If a custom product is faulty, materially different from what was agreed, not as described, or otherwise fails to meet the requirements of UK consumer law, please contact us so that we can determine the appropriate remedy.

3. Faulty or Defective 3D Prints

We carefully inspect our products before dispatch. However, 3D printing is a manufacturing process and, in rare circumstances, a product may develop a defect or fail to meet the required specification.

If you believe your product is defective, please contact us as soon as reasonably possible and provide:

  • Your order number;
  • A description of the problem; and
  • Clear photographs or video showing the issue where appropriate.

Depending on the circumstances and your statutory rights, we may offer a:

  • Repair;
  • Replacement;
  • Reprint;
  • Price reduction; or
  • Refund.

We will not refuse a remedy simply because the product is a 3D-printed item. Products supplied to consumers must still be of satisfactory quality, fit for purpose and as described.

4. Damage During Delivery

If your product arrives damaged, please contact us as soon as possible after delivery and provide photographs of:

  • The damaged product;
  • The packaging;
  • The shipping label; and
  • Any visible damage to the packaging.

We may request additional information to help us investigate the delivery issue.

Where the product has been damaged before it reached you, we will work with you to provide the appropriate remedy in accordance with your statutory rights.

5. Incorrect Items

If we send you the wrong product, colour, material, size or configuration compared with what you ordered, please contact us.

Where the error is ours, we will arrange an appropriate remedy, which may include providing the correct product, replacing the item or issuing a refund.

We will cover reasonable return costs where the return is required because of an error on our part.

6. 3D-Printing Variations

3D-printed products are manufactured layer by layer. Minor variations can naturally occur between individual prints.

Depending on the product, these may include:

  • Minor layer-line variations;
  • Small differences in surface texture;
  • Minor variations in colour or finish;
  • Small differences caused by the printing process; and
  • Minor marks associated with support removal or post-processing.

These characteristics do not automatically constitute a defect where they are consistent with the nature of the product and the product otherwise meets its description and intended purpose.

However, significant defects or problems that affect the product’s appearance, function, quality or intended use will be assessed appropriately.

7. Colour and Material

Where a customer selects a particular filament colour or material, we will manufacture the product using the selected option where available.

Screen settings and lighting can cause colours to appear slightly different from photographs shown on our website. A minor difference in appearance does not necessarily mean that the wrong colour was supplied.

If we have supplied a substantially different colour or material from the one ordered, please contact us so that we can investigate.

8. Products Damaged or Modified by the Customer

We cannot accept responsibility for damage caused after delivery through misuse, incorrect installation, modification, alteration, excessive force, exposure to unsuitable temperatures or use for a purpose for which the product was not designed.

This does not affect your statutory rights where the product was already faulty or defective when supplied.

9. Returns Procedure

Before returning an item, please contact us at Support@brainvilledesigns.co.uk.

Please include:

  • Your name;
  • Order number;
  • Date of purchase;
  • Product name;
  • Reason for the return; and
  • Photographs or other evidence where relevant.

Do not send products back to the manufacturer unless we specifically instruct you to do so.

We will provide return instructions where a return is appropriate.

10. Return Condition

Where a return is permitted because you have changed your mind, please return the product in a condition that allows us to determine whether it has been used or handled beyond what is reasonably necessary to inspect it.

Where a product is faulty, damaged, incorrectly supplied or otherwise does not conform to the contract, you will not lose your statutory rights simply because the product cannot be returned in its original condition.

Original packaging should be retained where reasonably possible, particularly for products that may be damaged during return transportation.

11. Refunds

Once we receive a returned product, we may inspect it to determine the appropriate remedy.

Where a refund is due, we will normally refund the payment using the original payment method.

For online cancellations where the statutory 14-day cancellation right applies, refunds will be made in accordance with the applicable legal requirements. This generally includes the standard delivery charge originally paid by the customer, but not an additional amount paid for an upgraded delivery service.

For faulty, damaged or incorrectly supplied products, the remedy will depend on the circumstances and the customer’s statutory rights.

12. Sale and Discounted Products

Products sold at a reduced or promotional price are not automatically excluded from your statutory rights.

A sale or discounted product may still be returned or refunded where required by UK consumer law, including where the product is faulty, not as described or otherwise does not meet the required legal standards.

13. Exchanges and Replacements

We may offer an exchange or replacement where:

  • The product is faulty;
  • The wrong product was supplied;
  • The product was damaged before reaching you; or
  • Another remedy is appropriate under your statutory rights.

For standard products, an exchange may also be available at our discretion where a customer simply wants a different product.

Custom or personalised products cannot normally be exchanged simply because the customer has changed their mind, although this does not affect statutory rights relating to faulty or incorrectly supplied goods.

14. Digital 3D Files

If we sell or provide downloadable digital products such as STL, 3MF or other 3D-printing files, different rules may apply to digital content.

Where applicable, you may be asked to confirm that you understand that beginning the download may affect your statutory cancellation rights. Faulty digital content remains subject to applicable consumer protections.

15. Gifts

If a product was purchased as a gift, the person who purchased the product may normally need to initiate the return or refund.

Where a replacement is appropriate because the product is faulty or incorrectly supplied, we will work with the recipient where reasonably possible to resolve the issue.

16. Return Shipping Costs

Where you return a standard product because you have changed your mind under the applicable cancellation rights, you will normally be responsible for the direct cost of returning the product.

Where the return is necessary because:

  • The product is faulty;
  • The product is damaged;
  • We supplied the wrong product; or
  • The product does not conform to the contract,

we will deal with reasonable return costs in accordance with your statutory rights.

17. Items We Cannot Accept for Change-of-Mind Returns

In particular, the statutory cancellation right for online purchases does not generally apply to goods that are made to the customer’s specifications or clearly personalised.

This may include custom 3D-printed products made specifically according to the customer’s requested:

  • Dimensions;
  • Design;
  • Text;
  • Name;
  • Logo;
  • Colour combination;
  • Configuration; or
  • Other specifications.

This exclusion does not remove your rights where the product is faulty, not as described or otherwise does not meet the requirements of UK consumer law.

18. Proof of Purchase

We may request reasonable proof of purchase, such as:

  • Order confirmation;
  • Receipt;
  • Order number;
  • Payment record; or
  • Other evidence showing that the product was purchased from us.

19. Statutory Rights

This policy does not limit or exclude any rights that you have under UK consumer law.

Consumer goods must generally be:

  • Of satisfactory quality;
  • Fit for their intended purpose; and
  • As described.

Where a product is faulty, consumers may have rights to a repair, replacement, price reduction or refund depending on the circumstances and when the problem is identified.

We will not use this policy to exclude or restrict rights that cannot legally be excluded or restricted.

20. Contact Us

If you have a question about a return, refund, replacement or exchange, please contact:

Email: Support@brainvilledesigns.co.uk
Business name: Brainville Designs.

Please contact us before sending a product back so that we can provide the appropriate return instructions.