Refund policy

Returns, Refunds and Cancellation Policy

Last updated: 22 August 2026

This policy applies to consumer purchases made from Uncreations through our website.

Contacting us

To request a return, report a problem, or ask a question, email:

3dprinting@uncreations.co.uk

Please include your order number and sufficient information for us to identify the purchase. If an item is damaged or faulty, please also include photographs showing the product, packaging, and issue where reasonably possible.

Returns are handled by post. Once your request has been acknowledged, we will provide the return address, a return reference, a prepaid return label where applicable, and instructions for sending the product.

Please do not send an item before receiving the return instructions. Sending an item without its return reference may delay identification and processing.

Standard products: 30-day return policy

A “standard product” is a product that has not been made to your individual specifications and has not been clearly personalized for you.

You may request a return of a standard product within 30 calendar days after delivery.

Returns requested within the first 14 days

For eligible online purchases, you may cancel without giving a reason by notifying us within 14 days after receiving the product.

You may examine the product as you reasonably would in a shop. We may reduce the refund to reflect a loss in value caused by handling beyond what was necessary to establish the product’s nature, characteristics, and operation.

After notifying us, you must return the product in accordance with the return instructions and within the applicable legal timeframe.

Returns requested from day 15 to day 30

Our voluntary extended return policy applies during this period. The product must be:

  • Unused and unworn;

  • In the condition in which it was received;

  • Complete with any supplied accessories, tags, or documentation;

  • In its original packaging where reasonably possible; and

  • Accompanied by the order confirmation, receipt, or other proof of purchase.

We may decline a voluntary return made between days 15 and 30 if the product has been used, altered, damaged after delivery, or returned incomplete.

For an accepted standard-product return, we will provide return instructions and a prepaid return label. We do not charge a restocking fee.

Customized and personalized products

A “customized product” is a product made to your individual specifications or clearly personalized for you—for example, a product incorporating a customer-supplied name, message, dimensions, artwork, model, layout, or other unique design requirements.

The customized-product exception will not be applied merely because a standard product is manufactured after an order is placed.

Design and approval process

Before production:

  1. We will discuss your requirements with you.

  2. We will prepare or describe the proposed design and relevant specifications.

  3. You must review all details carefully, including spelling, names, dates, measurements, dimensions, colours, layout, and any customer-supplied files.

  4. Production will begin only after we receive your written approval.

Your written approval confirms that the approved design and specifications accurately reflect what you have requested.

You may cancel a customized order before giving written approval and before production begins. Once you have approved the design and production has begun, the order cannot normally be cancelled, changed, or returned because you have changed your mind. This is because the product is being manufactured specifically for you and cannot reasonably be resold to another customer.

Any requested change after approval may require a new order or an additional charge, which we will confirm before carrying out further work.

What is not normally considered a defect

A customized product is not defective merely because:

  • You later change your mind about a detail you approved;

  • Information or artwork supplied by you contains an error that we reproduced accurately;

  • The finished product contains minor, disclosed characteristics inherent in the 3D-printing process, such as visible layer lines, minor support marks, or small colour variations; or

  • A screen or digital preview displayed colour, texture, or scale slightly differently, provided the finished product remains materially consistent with the description and approved specifications.

This does not excuse a material manufacturing fault, damage, misleading description, or failure to produce the item substantially in accordance with the approved design.

Faulty customized products

Customized products are not eligible for change-of-mind returns, but this does not affect your rights if a product is:

  • Faulty or defective;

  • Damaged when delivered;

  • Not as described;

  • The wrong product; or

  • Materially different from the design or specifications you approved.

Please inspect a customized product promptly and contact us preferably within 48 hours after delivery if you notice transit damage, a manufacturing defect, or an incorrect item. This prompt-notification request helps us preserve evidence and investigate the issue; it does not remove or shorten any statutory consumer right.

We may ask for photographs, further information, or the return of the product so that we can assess the issue. Do not dispose of the item or its packaging until we have completed our assessment.

Where a fault is confirmed, we will provide the remedy required by applicable consumer law. Depending on the circumstances, this may be a repair, replacement, price reduction, or refund. When a return is required because the product is faulty, damaged, incorrect, or materially inconsistent with the approved design, we will pay the reasonable return cost or provide a prepaid return label.

Faulty, damaged, or incorrect standard products

Please inspect your order when it arrives. If it is damaged, faulty, incomplete, or incorrect, contact us as soon as reasonably possible.

For transit damage, we ask that you notify us preferably within 48 hours after delivery and retain the packaging. Failure to contact us within 48 hours does not remove your statutory rights.

For qualifying faulty goods, UK consumers may have a short-term right to reject the product within 30 days. Other remedies, including repair or replacement, may continue to apply after that period.

Damage caused by misuse, an accident after delivery, unauthorized alteration, improper installation contrary to supplied instructions, or normal wear and tear is not a manufacturing defect.

Sale items and gift cards

Standard physical products purchased in a sale remain covered by this policy and by applicable statutory rights.

Gift cards are not returnable or refundable except where required by law.

Customized or personalized sale products remain subject to the customized-product provisions above.

Exchanges

We do not operate direct exchanges. The quickest way to obtain a different standard product is to return the eligible product and place a separate order after the return has been accepted.

Customized products cannot be exchanged because of a change of mind after design approval and the start of production.

Refunds

We will notify you after receiving and inspecting a returned product and will confirm whether the refund has been approved.

Approved refunds will be issued to the original payment method. We will issue any refund within the period required by applicable law and, where UK cancellation rights apply, no later than 14 days after receiving the returned goods or acceptable evidence that they were sent back, as applicable.

For a valid cancellation made during the statutory 14-day period, the refund will include the basic outbound delivery charge. If you selected an enhanced or more expensive delivery service, we are not required to refund the amount exceeding the least expensive standard delivery option.

For a voluntary return requested between days 15 and 30, the original delivery charge is not refundable unless the product was faulty, damaged, incorrect, or otherwise required by law.

Although we issue an approved refund promptly, banks and payment providers may take additional time to place the funds into your account. If more than 15 business days have passed since we confirmed that a refund was issued, contact 3dprinting@uncreations.co.uk.

European Union customers

Where applicable, consumers receiving eligible goods in the European Union have a 14-day cooling-off period for online purchases. Goods made to the consumer’s specifications or clearly personalized are generally excluded from that change-of-mind right.

Customized goods remain protected if they are faulty, damaged, misdescribed, or inconsistent with the agreed specifications. Nothing in this policy limits any mandatory rights available under the law applying in the customer’s country.

Statutory rights

This policy provides contractual and voluntary return arrangements in addition to applicable statutory consumer rights. Nothing in this policy excludes, restricts, or replaces rights that cannot lawfully be excluded.