Refund/Return Policy

Damages

Please inspect your order on receipt and contact us within the agreed issue notification period if an item is defective or damaged in order that we can evaluate the issue and take the appropriate corrective action.

Missing or incorrect items

Please inspect your order on receipt and contact us within the agreed issue notification period if there are missing or incorrect items in order that we can evaluate the issue and take the appropriate corrective action.

Quality issue with items

Please get in touch with us at info@3djoy.co.uk if you have questions or concerns about quality issues. 

Non-Returnable items

Most of our products are ‘manufactured to order’ with these items specifically customised for your order.   The products are manufactured to order as this allows us to offer almost infinite combinations of colours and customisations without holding stock for each combination.   Manufactured to Order(MTO) and Personalised Items (PI) are labelled as non-returnable on the product detail page and are not eligible for returns.

However, in the unlikely event of damaged, defective or incorrect item delivered to you for a non-returnable item, and you have registered a claim with us within the agreed issue notification period of receiving your order, we may contact you to request photographs of the product and/or that you return the product in order that we can evaluate the issue and take the appropriate corrective action.

Issue notification period/Registering a problem with your order

You must tell us within 7 days of receiving your order if there is an issue.  If you tell us later than 7 calendar days’ after your order is delivered, we may, entirely at our own discretion, decide to replace the defective goods or refund the price of the defective goods in full or may take no action at all.

We may contact you to ascertain the damage or defect in the product, we may ask you to provide photographs of the product, prior to issuing a refund or replacement.   We additionally reserve the right to request that you return the product at your cost to ascertain the damage or defect in the product prior to issuing refund/replacement. 

Cost of returning products

The cost of returning a product to us will be refunded to you if we offer you a replacement product and you accept a replacement product.   The cost of return will not be refunded to you should you request a refund.

Refund process

In the event a refund is due, you will only be refunded on your original payment method. Please remember it can take up to 14 business days for your bank or credit card company to process and post the refund.