Refund & Cancellation Policy
1. Overview
J3DB provides custom 3D printing and design services.
Most items are made to order and produced specifically to the customer’s requirements.
Because of the custom nature of these products, refunds and cancellations are handled differently from standard retail purchases.
2. Before Payment
If you decide not to proceed before accepting a quote or paying an invoice:
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no charges apply
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the project will simply be closed
3. After Payment but Before Work Has Begun
If payment, or a deposit, has been made but:
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no design work has started
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no production or printing has begun
you may request cancellation.
In these cases:
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a refund may be issued
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where payment providers do not refund transaction fees, those fees may be deducted from the refunded amount where applicable
4. After Design Work Has Begun
If a project includes custom design work:
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deposits covering design time are non-refundable once work has begun
If a project is cancelled during the design stage:
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a partial refund may be offered depending on the stage reached and the work completed
Where appropriate, partial design files or reference material may be provided.
Significant changes to project scope after work begins may require a revised quote rather than cancellation.
5. After Printing or Production Has Begun
Once production has started:
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orders cannot be cancelled
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payments are non-refundable
This is because materials, machine time, and production resources have already been committed.
6. Custom & Made-to-Order Items
Under UK consumer law, the standard 14-day cooling-off period for distance sales does not apply to goods made to a customer’s specification or clearly personalised.
As J3DB primarily supplies custom and made-to-order items, orders are generally non-refundable once production has begun, unless the item is faulty or not as described.
7. Faulty or Incorrect Items
If you believe your item is faulty or does not match the agreed specifications:
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contact us within 7 days of delivery
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provide clear photographs and a description of the issue
If an error is confirmed on our side, we will work to resolve the issue appropriately. This may include:
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reprinting the item
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offering a partial refund
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offering a full refund where appropriate
Normal characteristics of FDM 3D printing, such as:
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visible layer lines
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minor surface variations
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small dimensional tolerances
are not considered faults.
8. Shipping Issues
J3DB is not responsible for:
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courier delays
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delivery issues caused by incorrect address information
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issues arising after delivery has been confirmed by the courier
If a parcel is lost in transit, we will liaise with the courier to investigate and resolve the issue where possible.
9. Incorrect Specifications Provided by the Customer
If an item is produced according to the files, dimensions, or specifications supplied by the customer, but those specifications are incorrect:
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refunds or free reprints cannot be provided
Customers are strongly advised to review all dimensions and requirements carefully before accepting a quote.
10. Returns
Returns are accepted only where:
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an item is confirmed faulty, and
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the return has been agreed in writing
Returned items must be in their original condition unless otherwise agreed.
11. Contact
If you need to request a cancellation or discuss a refund:
Email: contact@j3db.com
Please include your invoice number when contacting us so we can locate your order.
Last updated: 12/04/2026