Terms of sale

1. Who we are

Hatch3D is a sole trader business based in Colchester, Essex. Our full legal details are in the site footer.

• Address: [ADDRESS_LINE_1], Colchester, Essex, [POSTCODE]
• Email: [EMAIL]
• Phone and WhatsApp: [PHONE]

We're not registered for VAT, so no VAT is charged.

2. The products

Each product page describes the item: what it is, its size and material, the options you can choose and any safety warnings. Almost everything we sell is made to order after you buy it. Photos and previews are as accurate as we can make them, but see section 8 on colours.

3. Prices

• All prices are in pounds sterling (GBP) and are the full price you pay. As we're not VAT registered, there's no VAT to add.
• Delivery costs are shown in the basket and at checkout before you order: £2.99 by Royal Mail 2nd Class, £4.49 by Royal Mail Tracked 48 for parcels, free on orders of £25 or more, or free collection from our Colchester office, by arrangement.
• Multi-buy offers (for example "3 for £10") are applied automatically in the basket.
• If we've made an obvious mistake with a price, we'll contact you before making anything, and you can choose to go ahead at the correct price or cancel.

4. How the contract is formed

1. When you place an order, you're offering to buy the items in your basket.
2. The contract between us starts when we send you the order confirmation email.
3. If you pay by bank transfer, we start making your order when your payment arrives.
4. We may decline an order, for example if the text breaks section 7. If we do, we'll tell you and refund anything you've paid.

5. Payment

• Bank transfer: we show our bank details and a unique order reference after you order, and email them to you. Please pay within 2 days using that reference. If your payment hasn't arrived by then, we'll email you before releasing the order.
• Pay when you collect: if you choose collection from our office, you can pay by cash or card when you collect. We'll message you to arrange a time once it's ready. If it isn't collected within 14 days of that message and we can't agree another time, the order is released and cancelled. As nothing has been paid, there's no charge.
• Card (if offered): card payments are taken on Stripe's secure page. No card details are entered on or stored by this website.
• Our bank details will never change. If anyone asks you to pay different details, don't pay, and contact us.

6. Making and delivery

• We start your order within 24 hours of it being placed (for bank transfer, within 24 hours of your payment arriving), and post it as soon as it's finished. We print Mon–Sat, not on Sundays or bank holidays.
• We don't promise fixed ready or delivery dates; any timings are estimates. Royal Mail usually delivers in 2–3 working days after we post.
• We deliver to England, Scotland and Wales only.
• If there's a delay with your order, we'll tell you as soon as we know. If the delay is long, you can cancel and get a full refund.
• The items are your responsibility once they've been delivered to you or collected by you.

7. Personalisation and content

• We print exactly what you type. Please check spelling, spacing and capital letters before ordering. You'll be asked to confirm this at checkout.
• Spotted a typo? Reply to your confirmation email within 2 hours of ordering and we'll fix it before printing. After that, your order may already be printing.
• We may refuse text or designs that are offensive, unlawful, or that use characters, logos or brands owned by someone else.
• When you upload a photo, file or design, you confirm that you own it or have permission to use it, and that we may print it for you.

8. Colours and finishes

Screens show colours differently, so the real colour can look slightly different from your screen. Silk, glitter, iridescent and tri-colour finishes vary a little from print to print, and every 3D print has fine layer lines. These are part of how the items are made and aren't faults.

9. Your right to cancel

Personalised and made-to-order items

Items that are personalised (with names, words, numbers or photos you chose) or made to your specification (including custom orders) don't come with a right to cancel, under regulation 28(1)(b) of the Consumer Contracts Regulations 2013. This doesn't affect your rights if an item is faulty or not as described (section 10).

Standard items

For items that aren't personalised or made to your specification:

• You can cancel within 14 days of the day you (or someone you nominate) receive the item. You don't need to give a reason.
• To cancel, tell us clearly by email or WhatsApp, or use the model cancellation form below.
• Send the item back within 14 days of telling us. You pay the return postage.
• We'll refund the price and the standard delivery charge you paid within 14 days of receiving the item back, or of you showing us proof of postage if that's sooner, using the same payment method (cash paid on collection is refunded by bank transfer).
• If the item has been used or handled more than you would in a shop, we may reduce the refund to reflect that.

Model cancellation form

Only fill in and send this form if you want to cancel a standard item.

To: Hatch3D, [ADDRESS_LINE_1], Colchester, Essex, [POSTCODE], [EMAIL]

I hereby give notice that I cancel my contract of sale of the following goods: ______

Ordered on ______ / received on ______

Name: ______

Address: ______

Signature (only if this form is sent on paper): ______

Date: ______

10. If something is faulty: your legal rights

Under the Consumer Rights Act 2015, the goods we sell must be as described, of satisfactory quality and fit for purpose. This applies to personalised items too.

• Within 30 days of delivery, you can reject a faulty item for a full refund.
• After that, you can ask for a repair or replacement. If that's not possible or doesn't fix the problem, you can ask for a price reduction or a refund.
• A fault that appears within 6 months of delivery is presumed to have been there at delivery, unless we can show otherwise.

If something we made is faulty or not what you ordered, send us your order number and a photo. We pay any return postage for faults. Our returns page explains how.

11. Custom orders and quotes

Quotes are free. The price in your quote is fixed once you accept it. Custom items are made to your specification, so section 9's right to cancel doesn't apply, but section 10 does.

12. Reviews

We publish all genuine reviews we receive, good or bad. We never pay for reviews or offer anything in return for them, and we never write our own.

13. Our responsibility to you

We're responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill. We're not responsible for loss or damage that isn't foreseeable. Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that can't be limited by law, and nothing affects your statutory rights.

14. Complaints

If you're unhappy, please tell us by WhatsApp or email ([EMAIL]). We'll reply within 2 working days and try to put things right.

15. Law

These terms are governed by the law of England and Wales. If you live in Scotland, you can also bring proceedings in Scotland. We may update these terms; the version that applies is the one on this page when you placed your order.