Refund Policy

Last updated: 15 October 2026

This policy is part of our Terms of Service. It applies to orders placed through Threeprinted.

Because Threeprinted is the merchant of record, refunds come from us, not from the seller. You deal with one party for money questions, and you do not need the seller’s cooperation to be refunded when this policy says you should be.

Made to order

Most items here are printed for you after you order. Production starts once payment is taken, and the item often cannot be resold to anyone else. For that reason there is no general change-of-mind return once production has begun. The rest of this policy sets out when you are covered anyway.

This does not affect rights you have under consumer protection law that cannot be contracted away.

When you get a refund

Full refund

• The order never shipped within a reasonable time of the seller’s stated production time, and cannot be completed.
• The item arrived damaged or broken in transit.
• The item is materially not as described — wrong item, wrong colour or material, wrong size, or missing features the listing promised.
• The item is defective — failed prints, delamination, warping or other faults that make it unusable for its described purpose.
• The parcel was lost in transit and tracking does not show delivery.
• You cancelled before production started and we confirmed the cancellation.

Partial refund or replacement

Where a problem is real but limited — a cosmetic flaw, a minor variance, one item wrong in a multi-item order — we may offer a partial refund or a replacement print instead. You will be told which before anything is finalised.

When we will not refund

• Change of mind after production has started.
• Ordinary variation inherent to 3D printing: visible layer lines, minor surface texture, small colour differences between screens and materials, or tolerances within the seller’s stated range.
• Damage from use, modification, misuse, or exposure to heat, sunlight or chemicals.
• Failure caused by using the item for something it was not sold for — see the warning about load-bearing, medical and safety-critical uses in our Terms.
• Delivery failure caused by an address you entered incorrectly, or repeated failed delivery attempts.
• Custom or personalised items, unless faulty or not as described.
• Digital files once downloaded, unless the file is faulty or not as described — see below.

Digital files

A digital file is delivered the moment you pay, and it cannot be returned — once it is on your computer, nothing can undo that. So digital files are not refundable once downloaded, and you are asked to acknowledge this at checkout before paying.

That is not an absolute, and two things still get you a refund. If the file is faulty — it will not open in ordinary slicing software, it is corrupt, or the mesh is broken in a way that makes it unprintable — or it is not as described — a different model from the one shown, a different format from the one stated, or missing parts the listing said it included — then contact us and we will refund you.

We will usually offer a corrected file first, because that is normally what you wanted. You are not obliged to accept one.

If you have not yet downloaded the file, you can ask us to cancel and refund it for any reason within 14 days.

Being unable to print a file that is itself sound is not a fault in the file: printer settings, material and machine capability vary, and a model that needs supports or a particular nozzle size is not misdescribed for needing them.

Memberships

Cancelling a membership stops its next renewal. The month already paid for is not refunded, and you keep access until it ends.

If a seller closes their account, we refund the unused part of that month automatically. If you did not receive what a tier describes, contact us: we may refund that payment in whole or in part.

How to request one

1. Contact us within 7 days of delivery — or, if the order never arrived, within 30 days of the expected delivery date. Use support on the Platform or email support@threeprinted.com.
2. Include your order number and what went wrong.
3. For damage, defects or a wrong item, send photographs. They are usually what resolves the claim quickly, and we may not be able to approve a physical-condition claim without them.
4. Keep the item and its packaging until the claim is resolved. We may ask you to return it, and for damage claims the packaging is evidence.

The 7-day window is deliberate: seller earnings are held for 7 days after delivery, so a claim made in that window is resolved from the order it relates to. Claims after it are still reviewed, but may take longer.

How we decide

A member of our team reviews the order record, the listing, tracking and anything you send us, and may ask the seller for their account. We aim to reach a decision within 5 business days of having what we need, and we will tell you the outcome and the reason.

How refunds are paid

Approved refunds go back to the original payment method through Stripe. We cannot refund to a different card or account. Once issued, it typically takes 5–10 business days to appear, depending on your bank — that part is outside our control.

Shipping is refunded with the item where the order was never delivered, arrived damaged, or was not as described. It is not refunded where the item was delivered as described.

Returns

Do not send anything back until we ask. If a return is needed, we will tell you where to send it and who pays: we cover return shipping when the fault is ours or the seller’s, and you cover it in the limited cases where a return is arranged for another reason.

Sellers

Where a refund is approved, the corresponding amount is deducted from the seller’s earnings for that order, or recovered from later earnings if it has already been paid out. Sellers are told when a claim is opened and may respond before a decision is made.

Chargebacks

Please contact us before disputing a charge with your bank. A chargeback locks the funds while the card network investigates, which is slower for you than a refund we can issue directly. Contacting us first does not affect your right to dispute a charge later.

Contact

support@threeprinted.com, or write to220 Brew St, Suite 301, Port Moody, BC V3H 0H6, Canada.