Refund policy

Your right to cancel (UK Consumer Contracts Regulations 2013)

Because Fettleworks products are standard designs manufactured on demand — not made to your individual specification — the bespoke/personalised-goods exemption to the Consumer Contracts Regulations does not apply. You have the standard statutory right to cancel:

• You can cancel your order for any reason, within 14 days of receiving the goods, without needing to give a reason.
• To cancel, contact us at hello@3dprintingexpress.co.uk before the 14-day period ends.
• Once you've told us you want to cancel, you then have a further 14 days to return the goods.
• We will refund you within 14 days of receiving the returned goods (or evidence you've sent them), using the original payment method.
• You are responsible for the cost of returning the goods unless they are faulty or not as described.
• Goods should be returned unused and in the condition you received them, where reasonably possible — you may lose some or all of your refund if the goods show handling beyond what's needed to check they're as expected.

If you cancel before your order has gone into production, no charge applies.

Faulty, damaged, or wrong items

If an item arrives faulty, damaged, or not as described, contact us at hello@3dprintingexpress.co.uk with photos of the issue. We reserve the right to investigate any reported problem with an order — which may include requesting the item back, photos, or other evidence — before agreeing a replacement or refund. This is standard practice and doesn't affect your statutory rights; it just means we look into what happened before resolving it.

Statutory rights beyond the 14-day cancellation window (e.g. under the Consumer Rights Act 2015, for goods that are faulty, not as described, or not fit for purpose) are unaffected by this policy.