Refunds and remakes

This page restates the remake and refund position in our Terms of Service, section 9. The terms govern if anything here is shorter.

1. Custom-made parts

Parts made from your file are custom-manufactured goods, not returnable stock. We manufacture to your design and specifications. Unless we agreed in writing to design review, design defects, fit, and function remain your risk.

2. When we remake or refund

We warrant that we will perform with reasonable skill and care and that the part will substantially conform to the agreed specification. If it does not, tell us in writing within seven days of receipt with enough detail and evidence. Your remedy is, at our option, repair, replacement, or refund of the price paid for the non-conforming part. The 100% Remake Guarantee (where published) may add a remedy where we accept that the work did not meet the agreed standard; it does not expand legal liability. Statutory consumer rights that cannot be excluded still apply.

3. Print failure, courier loss, faulty file

• Print or dimensional failure against the agreed spec — remake, repair, or refund as in section 2.
• Courier loss or damage after handover to the carrier — risk passes on delivery to the carrier; we will help with the courier claim.
• Customer-supplied file that was faulty, incomplete, or not manufacturable as supplied — not a remake of our work. We may quote a corrected run.

4. Cancellation

The app does not show a separate cancellation policy at checkout, and an order has no cancel button. If we cannot fulfil a paid order, an admin refunds the amount paid for that order unless the cancellation is due to your breach.

5. Requesting a refund in the app

On a paid order you can submit a refund request from the order page. Submitting the request does not send money back. An admin reviews it. Only an admin sends the refund through the payment provider that took the payment. The amount is the amount paid, unless a smaller amount is requested.

• You can submit the request while the order is received, accepted, in pre-production, or in progress.
• Once the order is in production, printing, quality check, ready to ship, shipping, shipped, delivered, or completed, the app rejects a customer request. An admin can override that.
• An order that is not paid, already refunded, or already has a refund in progress cannot take another request.

The seven-day written notice in section 2 is the quality claim. The button in the app is the refund request. They are not the same step.