Refund & Return Policy

1. The Core Rule: Custom, Made-to-Order Goods

Every physical product we make is custom-manufactured to your file, configuration, and specifications. Because these items have no resale value and cannot be restocked, all sales of Custom-Manufactured Products are final and non-returnable, except where the item is defective, wrong, or damaged as defined below. You acknowledge this at checkout.

If we got the order wrong, we correct it. If the item conforms to your files and our published tolerances, it is not eligible for a refund based on preference or expectation.

2. Definitions (What Qualifies)

• Defective: fails to meet the Quality Acceptance Policy (Part 6): outside Quoted Tolerances, structurally failed as-printed, or materially fails to match the accepted specification.
• Wrong product: we shipped a different item, material, color, quantity, or configuration than your accepted order.
• Damaged in transit: arrived physically damaged (report within 48 hours when possible, and no later than 7 days after delivery, with photos of the item and packaging).
• NOT eligible: dissatisfaction based on inherent process variation disclosed in the Manufacturing Policy (Part 5): layer lines, support marks, seams, minor warping/shrinkage within tolerance, surface texture, color/finish variation, anisotropic strength, or your own design/material/fitment choices.

3. Remedy Ladder by Order Stage

The table below summarizes the available remedy at each stage of an order, depending on whether the issue is a change of mind on your side or a defect or error on ours.

3.1 Cancellation Costs: What We May Deduct (before/at the start of production)

Before production starts, we will refund the unearned portion of what you paid, but may deduct documented costs we have already incurred for your specific order. We only deduct costs that are real, attributable to your order, and supportable with documentation on request. Examples:

• Design, CAD, or engineering labor already performed (at the rate stated on your quote or Statement of Work);
• Custom materials already ordered or consumed specifically for your job;
• Outsourced services already purchased for your order (e.g., specialty finishing, third-party processes);
• Rush or expedite fees already incurred to meet your requested timeline;
• Payment-processing fees already charged on your transaction, where deduction of those fees is permitted by applicable law.

If none of these costs have been incurred, you receive a full refund. We will itemize any deduction so you can see exactly what was charged and why.

4. Inspection Window

Inspect items promptly. Report defects or wrong items within 7 days after delivery. Report transit damage within 48 hours when possible, and no later than 7 days after delivery. Include photos and your order number. Claims after the window may be declined.

5. What's Covered: Worked Examples

These examples show how we apply the standard above. If you are unsure, contact us and we'll walk through it with you.

Covered (we make it right: reprint, repair, or refund):

• "The holes are 4.6 mm but the drawing and quote called for 5.0 mm +/- 0.2." Out of tolerance.
• "You sent PLA; I ordered and was quoted PETG." Wrong material.
• "Box crushed, part cracked on arrival, photos attached, reported next day." Transit damage.

Not covered (the item conforms to your order and our published standards):

• "It has visible layer lines / I can see the support marks." Disclosed process characteristic (Part 5).
• "The black is slightly different from my last order." Disclosed color variation.
• "It snapped when I bent it along the layers." Anisotropic strength, disclosed (unless the part is out of spec).
• "I chose the wrong material for outdoor UV use." Customer material choice, and we'll gladly re-quote a better-suited material.
• "It doesn't fit my assembly" where the part matches your supplied file and tolerances: design responsibility (Part 6.5).

6. How Refunds Are Issued

• Approved refunds are issued to the original payment method via Stripe (cards) or as a credit/adjusted invoice for B2B/net-terms orders.
• Where we offer a reprint, it uses the same accepted specification. Changes to the design are a new order.
• Partial orders: refunds apply to affected units only.

7. Engineering, CAD, and Design Services

• Design/engineering work is billed for the labor and expertise performed and is generally non-refundable once work has begun. Milestone deposits are applied to work performed.
• If a deliverable materially fails the agreed Statement of Work, we will revise it within the agreed revision scope before any refund is considered.
• See the Terms of Service, Section 13, for ownership: unpaid work product is not licensed for use.

8. Chargebacks

If you have a problem, contact us first. We resolve the large majority of issues quickly. Filing a chargeback for a conforming custom item, or in lieu of using this policy, is a breach of the Terms (see Terms of Service Section 8A, Payment Disputes and Chargeback Abuse). Filing a payment dispute does not cancel or excuse your contractual obligations.

Authorization to submit evidence. Consistent with Terms of Service Section 8A, you authorize us to submit your order evidence to Stripe, your bank, the card networks, and dispute-resolution providers in response to any payment dispute. We maintain a complete evidence record for every order, including uploaded files and Approved Materials, generated previews/renders, the quote and specifications, material and option selections, your policy and consent acceptance records (with IP address, device/user-agent, and timestamps), production and quality-control photos, and shipping and delivery records (see the Terms of Service, Section 16).

9. How to Start a Claim

Email support@3dservicesusa.com (or use the order page) with: order number, description, and photos. We respond within 2 business days.

Contact

3D Services USA, LLC
Email: support@3dservicesusa.com