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Refund and Returns Policy

What happens if something isn’t right, in plain language.

SOLID3D · ABN 98 861 411 635 · Melbourne, Victoria

Your rights come first. Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing on this page limits those rights.

If a product is faulty, damaged, or significantly different from how it was described, you are entitled to a repair, replacement or refund — and to compensation for any other reasonably foreseeable loss or damage. The 7-day window below applies to changing your mind, not to faults.

Changed your mind

If you simply decide a printed product isn’t for you, contact us within 7 days of delivery and we’ll arrange a return.

  • The item must be unused and in the same condition you received it, in its original packaging.
  • You’ll need proof of purchase — your order confirmation email is enough.
  • You pay the return postage, and the original $10.55 shipping charge isn’t refunded.
  • Once we’ve received the item and checked it, we refund the product price to your original payment method.

Faulty, damaged or not as described

This is different, and it is not limited to 7 days. Contact us as soon as you notice the problem, with a photo if you can.

  • We’ll repair, replace or refund it — for a major failure, that choice is yours.
  • We pay the return postage, and we refund the original shipping charge too.
  • You don’t need the original packaging for a faulty-item claim.

Custom and made-to-order work

Custom modelling, drafting and made-to-order printing are produced specifically for you, so they aren’t covered by the change-of-mind window above — once the work is done, it can’t be resold to anyone else.

This is exactly why our process puts an approval step before anything is finalised: you see a preliminary 3D model and the complete drawings, and confirm they match what you expect, before the job is completed. If we deliver something that doesn’t match what was agreed, that’s a fault, and it’s covered by the section above.

Digital files

Models, drawings and CAD files are delivered as a download. Once they’ve been downloaded they can’t be returned, but if a file is corrupt, incomplete, or not what was agreed, tell us and we’ll fix it or refund it.

How to start a return

Email info@solid3d.au or call +61 423 870 720, Monday to Friday 9:00am–5:00pm, with your order details and what’s wrong. We’ll reply within 24 hours and tell you where to send the item — please don’t post anything back before you’ve heard from us.

Refund timing

Once a return is received and checked, we’ll email you to confirm whether the refund is approved. Approved refunds go back to the original payment method. Your bank or card issuer usually takes a few business days after that to post it to your account.

Still stuck?

Call us. Most things are quicker to sort out in a two-minute conversation than over email: +61 423 870 720.