Refund & Returns Policy

At Elit3D, we want you to be happy with your order. This policy explains when you can return an item, how to request a return, and how refunds are handled.

Returns

For non-personalised, non-custom items purchased online, you have the right to request a return within 14 days of receiving your order.

To be eligible for a return, the item must be:

• unused and in its original condition

• returned with any original packaging where possible

• accompanied by proof of purchase or order number

To request a return, please contact us within 14 days of receiving your order.

Returns should not be sent back without contacting us first, as we will need to confirm the return details and return address.

Personalised & Custom Orders

Please note that personalised, made-to-order and custom items are non-returnable and non-refundable unless they arrive damaged, faulty, or incorrect.

This includes products made specifically to your requested name, wording, colour choice, or other custom specification.

Because these items are created specifically for you, we cannot accept returns if you change your mind, order the wrong item, or no longer want the product once it has been made.

If there is an issue with a personalised or custom order, please contact us and we will do our best to resolve it.

Damaged, Faulty or Incorrect Items

Please inspect your order as soon as it arrives.

If your item arrives damaged, faulty, or incorrect, please contact us as soon as possible, ideally within 48 hours of delivery, with:

• your order number

• a brief description of the issue

• clear photos showing the problem

If the item is confirmed to be faulty, damaged in transit, or incorrect, we will arrange an appropriate resolution. Depending on the situation, this may include a replacement, repair, partial refund, or full refund.

Your statutory rights are not affected.

Return Postage

If you are returning a non-personalised item because you have changed your mind, you are responsible for the cost of return postage unless we agree otherwise.

If the item is faulty, damaged, or we sent the wrong item, we will cover the return cost where appropriate.

We recommend using a tracked postal service, as returned items remain your responsibility until they reach us.

Refunds

Once we receive and inspect your return, we will let you know whether your refund has been approved.

If approved, your refund will be made to your original payment method within 14 days of us receiving the returned item, or receiving proof that it has been returned.

Please note:

• original standard delivery charges will be refunded where required by law for eligible cancelled orders

• upgraded or express delivery charges are non-refundable unless legally required

• we may reduce the refund amount if an item has been used more than necessary to inspect it

Exchanges

We do not offer direct exchanges through the website.

If you would like a different item, the simplest option is to contact us first. Where a return is eligible and approved, you can return the original item and place a new order.

Contact Us

If you have any questions about returns, refunds or a problem with your order, please contact us.