Returns & Refunds

Most of our products are printed to order in our family-owned Australian workshop, often in the colour, size or finish you choose. Some items are customised or personalised specifically for you. Because of this, we can’t simply restock an item once it’s been made.

We do not generally accept returns or refunds for change of mind, incorrect selection or simply no longer wanting an item.

This does not affect your rights under the Australian Consumer Law.

If you’re unsure about a size, colour or finish before ordering, please message us first — we’re happy to help you choose.

Please contact us if:

• the product arrives damaged
• the product is faulty or defective
• the wrong product was supplied
• the product does not match its description
• the product does not meet an applicable consumer guarantee

Get in touch as soon as reasonably possible at hello@printfamily3d.com and include:

• your order number or proof of purchase
• a short description of the problem
• photos or a short video where that helps show the issue

We may request additional information where reasonably necessary to assess the issue.

Where reasonably necessary, we may ask you to return the product so we can inspect or assess the issue. We will provide instructions if a return is required.

If a return is required as part of assessing a valid product issue, we will provide appropriate instructions regarding the return.

If a product does not meet a consumer guarantee under the Australian Consumer Law, we will provide the remedy required by law.

Depending on the circumstances, and whether the issue is considered a minor or major failure, this may include repair, replacement or refund.

Where the Australian Consumer Law gives you a choice of remedy, we will respect that choice. Your legal rights for a major failure are preserved.

For a genuinely damaged or faulty 3D-printed item, reprinting and replacing it is often the quickest and best outcome. Where a replacement is an appropriate remedy, we will arrange a replacement in accordance with the Australian Consumer Law.

Where reasonably necessary, we may require the original product to be returned for assessment before arranging the replacement.

Because custom and personalised products may be made specifically for you, we generally cannot accept change-of-mind returns for these items.

This does not affect your rights under the Australian Consumer Law if the product is faulty, defective, damaged, incorrectly supplied or otherwise does not meet a consumer guarantee.

If your item arrives damaged in transit, please:

• contact us
• provide your order number
• send photos of the product and the packaging where possible

We’ll assess the issue and provide the appropriate remedy under the Australian Consumer Law.

We may request reasonable proof of purchase, such as your order number, receipt, order confirmation email, or other reasonable evidence of purchase.

Consumer guarantees generally do not apply where a problem was caused by misuse or unreasonable use of the product. Examples can include:

• misuse or use outside the product’s intended purpose
• unreasonable use
• failure to follow reasonable care instructions
• damage caused after delivery

We will assess each situation based on the circumstances.

Email hello@printfamily3d.com or message us on WhatsApp at +61 402 236 495. We’re a family business and we’ll always do our best to sort things out quickly and fairly.