Returns Policy

At Creative 3D Prints, almost everything we sell is made to order. Physical items are 3D printed specifically for you once your order is placed, and digital files are delivered instantly. Because of this, our returns policy is different from a typical off-the-shelf shop — please read the section that applies to your order.

This policy does not affect your statutory rights under the Consumer Rights Act 2015.

Digital products (STL / 3MF files)

Digital downloads are non-returnable and non-refundable once the download link has been issued. As soon as your payment is confirmed you receive immediate access to the files, so they cannot be "returned".

If you have a technical problem with a file — for example it won't open, or it doesn't match what was described on the product page — email us at hello@creative3dprints.co.uk and we'll put it right.

Physical products — 14-day right to return

Although our items are made to order, we accept returns within 14 days of delivery. To be returned, the item must be unused and in its original condition.

Please contact us first at hello@creative3dprints.co.uk with your order reference (e.g. C3D-000123) to start a return. If the return is approved, you are responsible for return postage costs. Once we receive the item back in unused condition, we will refund the item value plus the standard delivery charge you paid (if you chose a faster delivery option, we refund up to the cost of standard delivery).

Faulty, damaged or incorrect items

Items that arrive faulty, damaged in transit, or incorrect are covered separately under our consumer law obligations. In these cases we cover the cost of return postage and will arrange a replacement, repair or refund.

Please report any of these within 14 days of receiving your order at hello@creative3dprints.co.uk, including your order reference and clear photos of the item and (for transit damage) the packaging, so we can resolve it quickly.

Refunds

Approved refunds are issued to your original payment method, normally within 5–10 working days of us receiving the returned item or agreeing the resolution. We'll always email you to confirm.

Custom and quoted orders

Bespoke jobs and custom quotes are produced specifically to your brief and are non-refundable except where the finished item is faulty or does not match the agreed specification.

Need help?

If you're not sure whether your order qualifies, just ask — we're happy to help. Email hello@creative3dprints.co.uk and we'll get back to you as quickly as we can.