Refund policy

Faulty or damaged items

If something arrives broken, faulty, or isn't what you ordered, we will replace it or refund you in full — including postage. Email hello@formex3dlab.com within 30 days of delivery with a photo and we'll sort it straight away. Your rights under the New Zealand Consumer Guarantees Act always apply and nothing here limits them.

Changed your mind

If you've simply changed your mind, you can return an unused item in its original condition within 30 days of delivery for a refund of the item price. Return postage is at your cost, and we ask that you use a tracked service — we can't refund something that doesn't reach us.

Custom and personalised pieces

Because custom pieces are designed and printed for one person, we can't accept change-of-mind returns on them. If a custom piece arrives faulty or isn't what we agreed, it's covered exactly like anything else — we'll put it right.

A note on handmade variation

Every piece is 3D printed by hand in our house. Small variations in layer lines and colour are normal and part of how these are made, and aren't considered faults. If you're unsure whether something is a fault, send us a photo and ask.

How to start a return

Email hello@formex3dlab.com with your order number and what's wrong. We'll reply with what to do next. Refunds go back to your original payment method within 5–10 business days of us receiving the item.