Returns and refunds

Personalised items

Made just for you, so personalised items can't be returned if you change your mind. If anything arrives faulty or wrong, we'll remake it or refund you.

This includes anything with a name, words, numbers or photos you chose, and custom pieces made to your design. The law doesn't give a 14-day right to cancel for goods "made to the consumer's specifications or clearly personalised" (Consumer Contracts Regulations 2013, regulation 28(1)(b)). Every personalised item is marked "Personalised: made just for you" in the basket.

Standard items

Changed your mind? You have 14 days from delivery to cancel. If anything arrives faulty, we'll put it right.

Standard items are things that aren't personalised or made to your specification. They're marked "Standard item: 14-day returns" in the basket. At the moment everything in our shop is personalised, so this applies to any standard items we add later.

Faulty, damaged or wrong

Always covered, whatever you bought. Send us your order number and a photo by WhatsApp or email. Within 30 days of delivery you can choose a full refund. After that, we'll repair or replace it, and if that doesn't work, refund you. We pay the return postage for faults, and often we won't need the item back at all.

How to cancel a standard item

1. Tell us within 14 days of the day you receive it. A WhatsApp message or email saying you want to cancel is enough, or you can use the model cancellation form in our terms. Include your order number.
2. Send it back within 14 days of telling us, to the address below. Use a tracked service and keep the receipt. You pay the return postage when you've changed your mind.
3. We refund you within 14 days of getting the item back (or proof you've posted it, if that comes first). We refund the price and the standard delivery charge you paid, the same way you paid. If you paid cash when you collected, we'll refund by bank transfer.

Please return items unused and in the condition you got them. You can handle an item as you would in a shop, but if it's been used or damaged, we may reduce the refund to reflect that.

Your rights when something's faulty

These rights come from the Consumer Rights Act 2015 and apply to every item, personalised or not, bought online or collected from our office. Goods must be as described, of satisfactory quality and fit for purpose.

If we got something wrong, such as a misspelt name that you typed correctly, the wrong colour or a missing item, that's on us. We'll remake it or refund you, and you won't pay any postage.

What isn't a fault

To be fair to everyone, a few things aren't faults:

• Typos you entered. We print exactly what you type. If you spot a mistake, reply to your confirmation email within 2 hours of ordering and we'll fix it before printing.
• Small colour differences. Screens show colours differently. Silk, glitter and tri-colour finishes also vary a little from print to print, because of how the filament flows.
• Fine layer lines. Every 3D print has very fine lines where the layers meet. They're part of how it's made.
• Wear, chewing and heat. Tags and dog bowls aren't chew toys, PLA softens at around 50 °C (so not on a car dashboard in summer), and printed parts (dog bowls included) shouldn't go in the dishwasher. Damage from these isn't covered, but message the team anyway: we'll always try to help.

How to contact us about a return

Send your order number (it starts with H3D) and, for faults, a photo:

Message the team

Or email [EMAIL]. We reply within 24 hours, Monday to Saturday.

Returns address: Hatch3D, [ADDRESS_LINE_1], Colchester, Essex, [POSTCODE].