Refund & Reprint Policy

Vextrix3D produces custom, made-to-order 3D printed items based on customer-submitted files and selected specifications. As a result, refunds and reprints are limited and assessed on a case-by-case basis.

Design work - modelling, file repair, reverse engineering, or preparing a model for printing - is treated separately, further down, because the remedy for a model that misses its brief is a revision rather than a reprint.

Once printing or post-processing has begun, orders cannot be cancelled or refunded except where a manufacturing defect or delivery issue is confirmed.

At our discretion, we will offer a free reprint or refund if one of the following applies:

Refunds or reprints are generally not provided for the following reasons:

Design work is judged against the brief accepted in the platform. If what is delivered does not meet it, tell us within 14 days of the files being delivered and the designer will revise the work. We allow up to two rounds of revision against the accepted brief; if it still does not meet the brief after those, we refund the design fee.

Changes that go beyond the accepted brief are new work rather than a revision, and are quoted separately. That includes a change of mind about the design itself: a model that matches what was agreed is not a model that missed the brief.

Where a part was printed from a model produced by a designer engaged through the platform, and a fault in that model made the part unusable, we refund the print as well as the design fee. This does not apply to a model you supplied or sourced elsewhere, which is covered by the exclusion above.

To request a refund or reprint, please email vextrix3d@gmail.com within a reasonable time after delivery, including your order number, a clear description of the issue, and supporting photographs. We aim to review all requests and respond within three business days.

If you believe a charge is wrong, please come to us first at vextrix3d@gmail.com. We can almost always settle it faster than a bank can, and a dispute raised with the card issuer freezes the payment while it is investigated - which delays the very refund or reprint you may be owed.

Where a dispute is raised, we respond to the issuer with the order record: the specification you approved, the files the part was printed from, and the delivery and tracking evidence. Because items are custom-made to an approved specification, raising a dispute does not by itself create a right to a refund that this policy and your legal rights do not already give you - it asks a third party to decide the same question.

While a payment dispute is open on an account, we may pause new orders on it and hold any designer balance it holds until the dispute is resolved. If a dispute is later decided in your favour on a charge we have already refunded, we may recover the duplicated amount.

If you think your card has been used on Vextrix3D without your permission, tell us and your bank straight away. We will cancel anything not yet in production and cooperate with your bank's investigation.

Nothing in this policy affects your legal rights as a consumer. Goods we supply must be as described, of satisfactory quality, and fit for any purpose you made known to us before ordering; where they are not, the remedies available to you under the Consumer Rights Act 2015 apply whatever this policy says.