Your buyer pays Etsy directly, so buyer-facing refunds and returns are handled through Etsy's own policies and your shop's settings. Our role is fulfilment: if a print arrives defective, damaged in transit, or doesn't match the approved quote's specification, let us know and we'll arrange a reprint or refund the fulfilment cost for that order — we don't charge you twice for our mistake.
You can cancel and receive a full refund any time before production starts. Once printing has begun, the order is generally non-refundable, except where the part is defective or doesn't match what you ordered.
If a parcel arrives damaged or never arrives, contact us with your order details. We'll file a claim with the carrier and arrange a reprint or refund once the claim is confirmed.
Because 3D printing has inherent process variation, minor cosmetic differences that are normal for the chosen material and settings aren't treated as defects. Errors in the file you supplied, or a specification you approved at quote stage, aren't covered — but if you're unsure whether something qualifies, contact us and we'll look at it fairly.
Email support@printbridge3d.co.uk with your order number and a short description (photos help for damaged or defective parts). We aim to review and respond to refund requests within 5 business days.