Returns & refunds

Last updated: June 2026

Most NODfactory items are made to order by 3D printing. This policy explains when you can request a refund or other remedy. It applies to shop orders and paid custom-print orders unless we agree something different in writing.

When you are eligible for a refund

You may be eligible for a full or partial refund if any of the following apply:

• Non-delivery — you did not receive your order and we cannot confirm delivery to your address after a reasonable time. Contact us first so we can investigate with the carrier.
• Wrong item — you received a different product or kit than the one you ordered.
• Specification mismatch — the item you received does not match what you ordered (for example wrong colour, size, material, measurement, or custom option shown on your order confirmation).
• Defective item — the item has a manufacturing defect as defined in our defective item guide. Minor cosmetic variation typical of 3D printing may not qualify; see that page for what we classify as a defect.
• Significantly late delivery — your order arrives more than twice the estimated production and dispatch time we gave you at checkout or in your order confirmation (unless the delay was caused by events outside our control, such as carrier disruption or incorrect address details). In this case you may choose a refund or a discount on a future order, as we agree with you.

What is not usually covered

• Change of mind after production has started on a made-to-order item.
• Damage after delivery that occurred in your care.
• Files or specifications you supplied for custom prints that were printed as agreed.
• Normal layer lines, support marks, or small colour variation inherent to FDM/3D printing.

How to request a refund

1. Contact us via the contact page within 14 days of delivery (or within 14 days of the expected delivery date if the parcel never arrived).
2. Include your order reference, a short description of the issue, and photos if relevant.
3. Wait for our reply — we may ask for return of the item or additional detail before approving a refund.

Refunds and timing

Approved refunds are returned to your original payment method via Stripe. Refunds usually appear within 5–10 business days depending on your bank or card provider. If we cancel an order before dispatch, we refund the full amount paid.

Your statutory rights

Nothing in this policy affects your legal rights as a consumer in the United Kingdom. For made-to-order goods, statutory cancellation rights may be limited once production has begun with your agreement.

Related policies

See also our terms & conditions and privacy policy.