Because your prints are made to order, they cannot simply be returned to a shelf and resold. That said, we want you to be happy with what you receive, so we look at every situation individually and aim to do the right thing.
The short version: if you cancel before we start printing, you get a full refund. Once printing has started, refunds are handled case by case. If a print is faulty or wrong because of something we did, we will remake it or refund you.
Before we start printing
If you change your mind or need to cancel before production has begun, just let us know and we will refund anything you have paid in full. You can also adjust your model, material or quantity at this stage and we will requote.
Once printing has started
After we begin producing your order, the material and machine time are already committed, so orders are generally non-refundable at this point. We know situations differ, though, so reach out and we will look at it case by case and try to find a fair outcome.
If something is wrong with your print
If your order arrives faulty, damaged in transit, or not matching the specification you approved, we will make it right. Depending on what happened, that means:
- A free remake of the part, or
- A refund of the affected items.
Please tell us within 7 days of receiving your order and send a few photos so we can sort it out quickly.
When the issue is with the supplied model
We print the model and settings you provide. If a part is unsuitable because of how the original file was designed (for example walls that are too thin, or a model that was not intended for printing), it may not qualify for a refund. We will always tell you about obvious problems we spot before printing, and we are happy to help adjust a file.
How to request a refund or remake
Email info@layerlabs.co.za with your order reference and a short description of the issue (and photos, if relevant). We aim to respond within 2 working days, and approved refunds are paid back to your original payment method.
Questions
If anything here is unclear, please ask before you order. Reach us at info@layerlabs.co.za or through our contact page.