Refund policy
Returns & Refunds Policy
We want you to love your purchase. This policy explains how returns, exchanges and refunds work for 3DBitz.
1) Change-of-Mind (Online or Distance Orders Only)
If you bought online, by phone or by email, you have 14 days from delivery to tell us you’d like to cancel for any reason. You then have another 14 days to return the item.
When you cancel under the 14-day right, we’ll refund your item price plus the standard outbound delivery cost (if you paid for express delivery, we only refund the standard rate).
You are responsible for paying the return postage for change-of-mind cancellations or goodwill returns.
To cancel, email 3dbitzuk@gmail.com with your order number and what you’re returning. (A clear statement by email is fine — no form needed.)
Exceptions to the 14-day right:
• Custom or personalised items (made to your specifications)
• Perishables; sealed items not suitable for return once unsealed for health/hygiene reasons; items mixed inseparably with other goods after delivery
These exceptions don’t affect your rights if an item is faulty.
2) Faulty, Damaged or Wrong Item
Please check your order when it arrives and contact us immediately if it’s faulty, damaged or incorrect.
If an item is faulty or not as described, you have a 30-day right to reject it for a full refund. After 30 days we’ll repair or replace in the first instance; if that isn’t possible, we’ll refund you.
For faulty or incorrect items, we cover all return postage and you don’t need to return items in original packaging as long as they’re securely packed.
3) Goodwill Returns (30 Days)
We also offer a 30-day goodwill return for non-custom items purchased online, provided they’re unused and in re-saleable condition.
Return postage for goodwill returns is paid by you.
4) In-Person Purchases (Markets or Events)
For items bought face-to-face at our stall or events, we do not offer change-of-mind returns as standard.
Your faulty-goods rights under the Consumer Rights Act 2015 still apply.
5) Exchanges
If you’d like an exchange, please start a return as above. Once your return is accepted, you can place a new order for the item you want.
6) How to Start a Return
Email 3dbitzuk@gmail.com with your order number, what you’re returning and the reason.
We’ll reply with confirmation and instructions.
Return Address:
3DBitz
276 Sutton Road
Walsall
WS5 3AJ
United Kingdom
• Please obtain proof of postage and keep it safe.
• Items sent back without contacting us first may be refused.
7) Refunds
We’ll notify you once we’ve received and checked your return. If approved, we’ll process your refund to your original payment method within 14 days of receiving the goods back or proof that you’ve sent them.
Your bank or card provider may take a few days to complete the transaction.
If it’s been more than 14 days since we received your return or proof of return, please email 3dbitzuk@gmail.com.
8) Non-Returnable Items
• Gift cards
• Custom or personalised items (change-of-mind only; faulty items are still covered)
This policy does not affect your statutory rights.
✅ Summary of key points:
- 14-day cooling-off right for online orders
- Customer pays return postage for change-of-mind
- Free returns if the item is faulty or incorrect
- No returns on custom items unless faulty
- 30-day right to reject faulty goods