Refund & Replacement Policy

Effective date: __ EFFECTIVE_DATE __

3D prints are custom-made to your specifications. Because each order is unique, we don't accept returns based on a change of mind. We do stand behind the quality and accuracy of what we ship — read on for the cases we cover.

What's covered

We will provide a full refund or free reprint at our discretion if:

The print arrives damaged in shipping
The print has a manufacturing defect — wrong material, gross dimensional error (more than ±2%), missing features, structural failure under reasonable handling
You receive the wrong design
The print never arrives within 30 days of order confirmation

What's not covered

Design issues introduced by you (broken geometry, thin walls below Cloud Forge's minimum 1 mm guidance, models that won't fit on a 200 mm bed)
Normal cosmetic variation — layer lines, slight surface texture, color batch variation in plastics
"I changed my mind" — once a print enters production we cannot cancel
Damage from misuse, drops, exposure to heat, water, or chemicals after delivery
Failed prints used in applications they were not designed for (load-bearing, food contact, medical, life-safety)

How to request

Email support@cloudforge3d.com within 14 days of delivery
Include your order number and clear photos of the issue
Don't ship anything back unless we ask — most cases are resolved by photo evidence
We respond within 2 business days

How refunds are issued

Approved refunds go back to your original payment method within 5–10 business days. Replacements ship as new orders at no additional cost.

Cancellations

Orders can be cancelled free of charge until they enter production (typically 1–4 hours after order confirmation). After that, cancellation is not possible because the print has begun. If we cancel an order for any reason we always refund in full.

EU / UK statutory rights

Consumers in the EU and UK have a 14-day right of withdrawal under consumer protection law. However, this right does not apply to goods made to your specifications or clearly personalised (Article 16(c) of the EU Consumer Rights Directive, equivalent UK Consumer Contracts Regulations 2013, Section 28). 3D-printed designs fall into this category, so all the cases above still apply.

Chargebacks

If you have any concern about a print, please contact us first — we are quick to make things right. Disputing a charge with your bank before contacting us makes the resolution slower for everyone.

Contact

support@cloudforge3d.com