Our refund policy is designed to be fair to both buyers and makers. Here is when refunds apply and the exact process to claim one.
Full refunds
You are eligible for a full refund in these situations:
- Maker cancels the order before production starts
- Maker fails to ship within the promised production window + 7 grace days
- Wrong part delivered — wrong file, wrong material, wrong scale, wrong color if specified
- Part is unusable due to a defect the maker caused (bad layer adhesion, cracked, severely warped)
- Order never arrives and carrier tracking stops short of delivery. There is no fixed waiting period written into the platform — open a dispute with the tracking number and support reviews it case by case with the carrier.
When a catalog order is refunded, it is refunded in full. Fixed-price shop items carry no platform fee and no partial-refund banding: if we refund one, you get the whole amount back. The reasons above are the reasons; a personalized piece that printed exactly what you designed is not returnable because you changed your mind.
Partial refunds
Marketplace orders can settle at a partial refund when:
- Minor cosmetic defects that don't affect function (a small blob, slight color mismatch)
- Late delivery well past the agreed window
- Bulk orders where some parts are defective — refund proportional to the bad quantity
There is no published percentage band for these. The amount is agreed between you and the maker, or set by support from the evidence if you cannot agree.
The platform fee is not refunded
On marketplace orders you pay one service fee on top of the maker's price (current rate on the Pricing page). A refund returns the maker's price; the fee is retained, because it pays for running the order regardless of how it ended. Catalog orders have no platform fee, so this does not apply to them.
Not eligible for refund
These situations are not covered:
- You changed your mind after ordering
- The part is exactly what you ordered but you realized you wanted something else
- Your STL file had a design flaw and the maker printed it faithfully
- Damage caused by you after delivery
- Damage from carriers (separate claim through the shipping carrier)
- You passed the 3-day inspection window without flagging an issue and the order auto-confirmed
How to request a refund
- Open the order page
- Click Open Dispute
- Pick the reason that best matches your situation
- Upload evidence: clear photos of the issue, comparison to the original spec, any measurements
- Explain what outcome you want: full refund, partial refund, or replacement
A support team member picks it up from there. You can also open a help request from the order page for up to 7 days after the order completes — useful for problems that only show up once the part is assembled or in use.
How we decide
We look at:
- The original quote and brief — what was agreed?
- The chat history between you and the maker
- Your photos of the delivered part
- The maker's photos from production (most makers document)
- Previous dispute history on both sides
If the evidence clearly favors one party, we side with them. If it is ambiguous, we try to mediate a partial refund that feels fair to both.
Refund timing
We issue the refund back to the original payment method as soon as the decision is made. How long it then takes to show on your statement is set by your bank or card issuer, not by us — we cannot promise a date for that leg.
If you disagree with the decision
Reply on the dispute and say why. There is no separate appeals board and no published appeal deadline: support re-reads the case, and where a claim is still inside the 7-day post-completion help window you can also open a help request from the order page.