Refund policy
Right of Withdrawal (EU Customers)
If you are located in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason. The withdrawal period starts from the day you (or a third party you designate) receive the last item in your order.
Please note: Products that are made to order or customised to your specifications may be exempt from the right of withdrawal under EU law (Article 16(c) of Directive 2011/83/EU).
How to exercise your right of withdrawal
To start a return or cancellation request, log in to your customer account at https://account.kustom3dprototyping.com and go to your Orders.
If you checked out using a phone number only (without an email address), you cannot use the customer accounts link above. Instead, use the return link in your SMS order confirmation to start your request.
You must send the item(s) back within 14 days of notifying us of your decision to withdraw.
Refunds
We will process your refund within 14 days of receiving the returned item(s) or proof that you have sent them back, whichever is earlier. Refunds will be issued using the same payment method you used for the original purchase.
We will also refund the standard outbound shipping cost you paid at the time of your order. We will not refund any additional costs if you chose a delivery method more expensive than our standard option.
Return shipping
You are responsible for the cost of returning the item(s) to us unless otherwise agreed. We recommend using a tracked shipping service, as we cannot be held responsible for items lost in transit.
Right of Withdrawal (EU Customers)
If you are located in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason. The withdrawal period starts from the day you (or a third party you designate) receive the last item in your order.
Please note: Products that are made to order or customised to your specifications may be exempt from the right of withdrawal under EU law (Article 16(c) of Directive 2011/83/EU). If this exemption applies to your order, it will be clearly communicated at checkout. We recommend seeking independent legal advice if you are unsure whether this applies to your purchase.
How to exercise your right of withdrawal
To start a return or cancellation request, log in to your customer account at https://account.kustom3dprototyping.com and go to your Orders.
If you checked out using a phone number only (without an email address), you cannot use the customer accounts link above. Instead, use the return link in your SMS order confirmation to start your request.
You must send the item(s) back within 14 days of notifying us of your decision to withdraw.
Refunds
We will process your refund within 14 days of receiving the returned item(s) or proof that you have sent them back, whichever is earlier. Refunds will be issued using the same payment method you used for the original purchase.
We will also refund the standard outbound shipping cost you paid at the time of your order. We will not refund any additional costs if you chose a delivery method more expensive than our standard option.
Return shipping
You are responsible for the cost of returning the item(s) to us unless otherwise agreed. We recommend using a tracked shipping service, as we cannot be held responsible for items lost in transit.
Defective or Damaged Products
If you received a defective or damaged product, please contact us as soon as possible using our.
Exclusions
Defects or damage caused by the customer during installation, misuse, or failure to follow the product's instructions are not covered under this policy. We reserve the right to assess returned items and decline a defect claim if the damage is determined to have been caused by improper handling or use.
Your rights regarding defective goods
If the product is defective, you must notify us within a reasonable time after the defect was discovered. Notice given within two months of discovery is always considered timely. The deadline is two years from receipt (or five years for products intended to last considerably longer).
In the case of a defect, you may be entitled to: withhold payment, request repair or replacement, demand a price reduction, cancel the purchase, and/or claim compensation.
Repair or replacement will be carried out within a reasonable time. We are not entitled to more than two attempts to remedy the same defect. If the product is not repaired or replaced, you may demand a proportionate price reduction or cancel the purchase (provided the defect is not minor).
Cookies
By using our website, you agree to allow third parties to process your IP address to determine your location for currency conversion purposes. The selected currency is stored in a temporary session cookie that is automatically removed when you close your browser.
If you received a defective or damaged product, please contact us as soon as possible using our.
Your rights regarding defective goods
If the product is defective, you must notify us within a reasonable time after the defect was discovered. Notice given within two months of discovery is always considered timely. The deadline is two years from receipt (or five years for products intended to last considerably longer).
In the case of a defect, you may be entitled to: withhold payment, request repair or replacement, demand a price reduction, cancel the purchase, and/or claim compensation.
Repair or replacement will be carried out within a reasonable time. We are not entitled to more than two attempts to remedy the same defect. If the product is not repaired or replaced, you may demand a proportionate price reduction or cancel the purchase (provided the defect is not minor).
Cookies
By using our website, you agree to allow third parties to process your IP address to determine your location for currency conversion purposes. The selected currency is stored in a temporary session cookie that is automatically removed when you close your browser.