Refund policy

Your Right to Cancel (Change of Mind)

As a UK consumer shopping online, you have a legal right to cancel your order within 14 days of receiving your item, for any reason, without needing to give a justification. This is sometimes called a "cooling-off period."

To cancel, simply let us know within this 14-day window by emailing contact@solvi3d.com. You'll then have a further 14 days from telling us to send the item back to us.

Condition of returned items: You're welcome to inspect your item in the way you reasonably would in a shop before deciding whether to keep it. If the item shows signs of use beyond this reasonable inspection, we may deduct an amount from your refund to reflect any reduction in its value. Items should be returned with all original packaging where possible.

Return postage: For a change-of-mind return, you'll need to cover the cost of return postage. We recommend using a tracked service, as we can't take responsibility for items lost in transit back to us.

Where to send your return: Please contact us first at contact@solvi3d.com before sending anything back, and we'll confirm the return address and process with you.

Faulty, Damaged, or Incorrect Items

If your item arrives faulty, damaged, or isn't what you ordered, please contact us as soon as possible at contact@solvi3d.com, ideally with a photo of the issue. This is separate from the change-of-mind cooling-off period above, and your rights here are protected under the Consumer Rights Act 2015.

Depending on the situation, you'll be entitled to a repair, replacement, or refund, and we won't ask you to cover return postage costs for a genuinely faulty or damaged item.

Refunds

Once we've received your returned item, we'll inspect it and confirm your refund. We aim to process approved refunds within 14 days of receiving the item back (or of you providing proof of postage, if earlier), in line with UK regulations. Refunds are issued to your original payment method — please allow a little extra time for your bank or card provider to complete the transfer on their end.

Exceptions

Some items aren't eligible for a change-of-mind return under UK law, including items made to your specification or clearly personalised. If any of our products fall into this category, this will be made clear on the relevant product page or at point of ordering if the order involves a customisation request. This doesn't affect your rights if such an item arrives faulty or damaged.

Exchanges

If you'd like a different size, colour, or product, the simplest route is to return your original item for a refund and place a new order separately.

Questions

If anything here is unclear, or you'd like to discuss a return before starting the process, just get in touch at contact@solvi3d.com — we're always happy to help.