Refunds and returns
Everything we make is made to order for one customer, so this policy is written in stages: what you get back before we start, once we are modelling, and after the work is in your hands. Faulty work is always put right, whichever stage it is at.
The short version
| Situation | What happens |
|---|---|
| You change your mind before we start modelling | Full refund, no questions |
| You change your mind once modelling has started | Refund of the work not yet done |
| The file is faulty — not watertight, wrong scale, not the subject | We fix it free, or refund you in full |
| A print arrives damaged or faulty (tell us within 14 days) | Replacement or full refund, return postage paid by us |
| You change your mind about a print you ordered | Prints are made to order, so no change-of-mind refund once printed |
| Your order arrives late because of us | Cancel for a refund of anything not yet made |
None of this limits your rights under the Consumer Guarantees Act 1993. If something we sold you is faulty, you keep those rights no matter what this page says.
Cancelling before we start
Email us and we cancel the order and refund it in full. Modelling usually begins one to two working days after your scale is confirmed, so there is a real window here — if you have second thoughts, tell us early and it costs you nothing.
Cancelling once modelling has started
We refund the part of the order we have not yet made. If two of four figures are finished, you are refunded for the two we have not started, and we send you the two that are done.
Any resin print not yet printed is refunded in full, including its share of postage. A print already made cannot be refunded for a change of mind, because it exists only for your order.
If the file is not right
Tell us and we fix it. That includes a mesh that will not slice, a model at the wrong scale, holes in the geometry, or a model that plainly is not the subject in your photograph.
We will ask for a screenshot or the slicer error so we can see what you are seeing. If we cannot put it right within a reasonable time, you get a full refund — and you keep nothing you have to pay for.
What is not a fault: detail the photograph never showed, or a print that failed on your own machine because of slicer or printer settings. We will still help you work out what happened.
If a print arrives damaged or faulty
Email us within 14 days of delivery with your order number and a photograph of the problem. Do not post it back before you hear from us — often a photograph is all we need.
- We replace the print, or refund it in full, whichever you prefer. Postage on a replacement is on us.
- If we do need the piece back, we pay the return postage. Never pay to return something faulty.
- Damage in transit is covered here too — that is our problem to solve with the courier, not yours.
How to ask for a refund
Email lmc263@uclive.ac.nz with your order number and one line about what has gone wrong. We reply within one working day.
Approved refunds go back to the card or account you paid from — we cannot send a refund anywhere else. Allow 5 to 10 working days for it to appear, depending on your bank.
We do not charge restocking, handling or administration fees on any refund. If a whole order is refunded, the $9 postage is refunded with it.
Exchanges and re-prints
If you would rather have the model reprinted at a different scale than take a refund, we will usually do it at the extra-print price of $8 plus postage, because the file already exists. Ask and we will tell you the exact figure before you commit.
Your rights under New Zealand law
Under the Consumer Guarantees Act 1993, what we sell you must be of acceptable quality, fit for its purpose and match how we described it. If it is not and the problem is serious, you may choose a refund. If it can be fixed, we are entitled to a reasonable chance to fix it first.
Free advice about those rights is available from Consumer Protection, and disputes we cannot settle can go to the Disputes Tribunal.
Answered within one working day.