Last updated: 14 September 2026
This policy explains your options if you want to cancel an order or if something is wrong with an item. It forms part of our Terms & Conditions. It doesn't affect your statutory rights as a consumer under the Consumer Rights Act 2022.
Before your order is confirmed
Sending a request or a Lithophane order form doesn't commit you to anything and nothing is charged. You can simply tell us you don't want to go ahead.
Custom and personalised items
Almost everything we make is made to your specifications or clearly personalised: replacement parts modelled for you, custom-sized brackets and boxes, name signs, and lithophanes made from your photo. Under Irish and EU consumer law, the usual 14-day "change of mind" cancellation right does not apply to these items.
If you want to cancel after confirming a custom order but before we've started printing or design work, email us as soon as possible and we'll give you a full refund. If work has already started, we'll refund what you've paid minus the reasonable cost of work already done, and tell you how we worked that out.
Standard (non-custom) items: 14-day cancellation
If you buy an item from us that isn't made to your specifications or personalised (for example, an identical copy of a design we sell as-is), you can cancel for any reason within 14 days of receiving it:
- Tell us by email at info@3dprintgalway.ie with your name and order details. A clear statement is enough.
- Send the item back (or arrange to drop it to us in Galway) within 14 days of telling us. Unless the item was faulty, you pay the cost of return postage.
- We'll refund the price and the standard delivery cost within 14 days of receiving the item back (or proof you've sent it), using the same payment method you used.
- We may reduce the refund if the item has been handled beyond what's needed to check it.
Design and CAD services
If you're a consumer, you can cancel a design service within 14 days of confirming it. If you ask us to start the design work within those 14 days, you'll pay for the work done up to the point you cancel. Once the design work is complete, having started at your request, the cancellation right no longer applies.
Faulty, damaged or not-as-described items
Every item, custom or not, must be of satisfactory quality, fit for the purpose we agreed, and as described. If it isn't, you're entitled to a remedy:
- Within 30 days of delivery: you can reject the item and get a full refund, or ask us to repair or reprint it.
- After 30 days: you can ask for a repair or reprint. If that isn't possible, fails, or would cause you significant inconvenience, you're entitled to a price reduction or a refund.
- If a fault appears within 12 months of delivery, it's presumed to have been there at delivery unless we can show otherwise.
- We pay reasonable return postage for faulty items.
Please remember that normal layer lines and minor surface marks are a characteristic of 3D printing, not a fault (see section 5 of our Terms).
How to contact us
Email info@3dprintgalway.ie with your name, order details, and, if something's wrong, a photo of the issue. We'll reply within 5 working days.
Return address: 3DPrint Galway, Currandrum, Claregalway, Co. Galway, Ireland. Please email us before sending anything back.