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Returns & Refunds Policy

Effective Date: 12/11/2025 Last Updated: 12/11/2025

Our Commitment

At BluePrint3D Ltd, we take pride in creating high-quality, personalised 3D-printed products made specifically for you. Customer satisfaction is our priority, and we're here to help if something goes wrong.

Legal Framework

This policy operates in accordance with The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which governs consumer rights for distance selling in the UK.

Important: Under Regulation 28(3)(a), personalised and made-to-order goods are exempt from the standard 14-day cooling-off period for change-of-mind returns. As all our products are custom-made to your specifications, they cannot be returned simply because you've changed your mind.

However, your statutory rights remain fully protected if an item is faulty, damaged, or not as described.

When You Can Return an Item

We will accept returns in the following circumstances:

1. Faulty or Defective Items

  • The item is damaged, defective, or not fit for purpose

  • There is a manufacturing fault or quality issue

2. Our Error

  • We have made a mistake in personalisation (wrong name, age, colour, etc.)

  • The design does not match what you ordered

  • We sent the wrong item

3. Customer Ordering Error (Limited Circumstances)

We understand mistakes happen. If you ordered a cake topper with incorrect personalisation details, we may accept a return within 7 days of delivery, subject to the following conditions:

  • You must contact us as soon as reasonably possible after receiving the item

  • The item must be unused and in original condition

  • We reserve the right to decline returns for items without common or popular names that may be resold

  • You are responsible for return postage costs

  • This is offered at our discretion and does not affect your statutory rights

How to Initiate a Return

If you believe your item is eligible for return, please follow these steps:

1. Contact Us Within 14 Days. Email us at [email protected] or message us via Etsy/eBay/website contact form within 14 calendar days of receiving your order.

2. Provide Details Include the following information:

  • Your order number

  • Clear photos of the item and any defects

  • A brief description of the issue

  • Your preferred resolution (refund or replacement)

3. Await Approval We will review your request and respond within 24 hours. In some cases, we may request that you return the item to us before we can process a refund or replacement.

4. Return the Item (if requested) If we ask you to return the item:

  • Package it securely to prevent damage in transit

  • Use a tracked postal service

  • Retain proof of postage until your refund/replacement is confirmed

Refunds

Once your return is approved and (if applicable) we've received the returned item:

  • Refunds will be processed within 3–5 working days

  • Payment will be returned via your original payment method (e.g., PayPal, card)

  • You will receive email confirmation once the refund has been issued

  • Please allow 5–10 working days for funds to appear in your account, depending on your bank or payment provider

Refund Amount:

  • If the return is due to our error or a faulty item: full refund including original postage

  • If the return is due to customer ordering error: product cost only (original postage and return postage are non-refundable)

Replacements & Exchanges

If you'd prefer a replacement rather than a refund:

  • We will produce and dispatch a replacement item within 2–10 working days of receiving your returned item (or approving your claim if return is not required)

  • Replacement items will be dispatched using the same postage method as your original order

  • We'll provide an estimated dispatch date once your exchange is approved

  • No additional charge will apply if the issue was our fault

Return Shipping Costs

Our Error or Faulty Item: If the return is due to our mistake or a defective product, we will cover the cost of return postage. We will either:

  • Provide you with a prepaid return label, or

  • Reimburse your return postage costs upon receipt of proof of postage

Customer Ordering Error: If the return is approved under our customer ordering error policy (Section 3), you are responsible for return postage costs.

Non-Returnable Items

The following items cannot be returned unless faulty or incorrectly supplied:

  • Custom-designed products made to your specifications

  • Items where you have changed your mind after ordering

  • Items damaged due to misuse, improper storage, or mishandling after delivery

  • Items returned after the 14-day notification period (unless faulty)

Damaged in Transit

If your item arrives damaged due to postal handling:

  • Contact us immediately with photos of the damaged item and packaging

  • We will arrange a replacement or refund at no cost to you

  • Please retain all packaging materials until the matter is resolved

Contact Us

If you have any questions about this policy or need to discuss a return, please get in touch:

We aim to respond to all enquiries within 24 hours.

Your Statutory Rights

This policy does not affect your statutory rights under UK consumer protection law. For more information, visit the Citizens Advice website or contact the Consumer Rights Helpline.