Before you pay
Cancel at any time from your order page, at no cost, for any reason or none. Nothing has been charged and nothing has been made.
After you pay
Everything we make is manufactured to your specification from your file. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, goods made to a consumer’s specification are excluded from the usual 14-day right to cancel an online purchase.
In practice: once your order has gone into production we cannot take it back simply because you changed your mind, because the object has no value to anyone else.
If you contact us quickly — before we have started — we will usually cancel and refund you anyway. Ask; we are not difficult about it.
If something is wrong with it
This is separate, and these rights cannot be signed away. Under the Consumer Rights Act 2015 what we send you must be as described, of satisfactory quality and fit for purpose. If it is not, you are entitled to a repair, a replacement or a refund.
That covers, for example:
- A part that arrives broken, warped, or badly delaminated;
- A print that does not match the file you sent;
- The wrong colour, quantity or finish against what you ordered;
- A part outside the tolerances in our terms.
It does not cover normal characteristics of 3D printing that we set out in advance: visible layer lines, small marks where supports were attached, or minor colour variation between batches.
How to tell us
Email hello@layerform.co.uk with your order number and a photo of the problem, ideally within 30 days of delivery. A photograph usually settles it immediately and saves you posting anything back.
If we ask you to return the item, we pay the postage. We will not ask you to return something that is obviously scrap.
How refunds are made
- Always to the card you paid with — we cannot send it anywhere else.
- We send it to Stripe as soon as we agree it.
- Banks typically take five to ten working days to show it.
- Partial refunds are possible where only part of an order was wrong.
- Your order page shows the amount refunded once Stripe confirms it has gone.
If we cancel
If we cannot complete your order after you have paid — a machine failure, a material problem, or something we should have caught at review — we refund you in full and tell you why. You are never left out of pocket for our mistake.
Disputes
Please talk to us before raising a chargeback; we would rather fix it. If you do raise one, we keep your order file while it is open so we can respond, as set out in the privacy notice.