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

A number our products are ‘manufactured to order’ or ‘personalised’ with these items specifically customised for your order.   These 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.

Returnable items

Products that are eligible for returns are labelled as ‘Stocked Items’ on the product detail page for each product. You must register a claim with us within the agreed issue notification period of receiving your order if you wish to return the item. 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.

In the unlikely event of damaged, defective or incorrect item delivered to you for a 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.

In the event you wish to return an Returnable item that is not damaged, defective or an incorrect item was delivered to you, you must register a claim with us within the agreed issue notification period after receiving your order.

Issue notification period/Registering a problem with your order

You must tell us within 30 days of receiving your order if there is an issue.  If you tell us later than 30 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

For Returnable items 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.

For Non returnable items the cost of returning a product to us will be refunded to you if after the product is returned and if our inspection determines that the product was damaged in transit to you, defective or the incorrect item was delivered.

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.