Refund policy

RETURNS & REFUNDS POLICY FOR VANT FORGE

RETURNS & REFUNDS POLICY

Last updated: December 30, 2025

OVERVIEW

We want you to be completely satisfied with your purchase. However, as all products are made to order and 3D-printed specifically for you, our return policy has some important limitations.

Please read this policy carefully before placing your order.

CUSTOM DESIGN ORDERS - NO RETURNS

Custom design products cannot be returned or refunded once production has begun.

This includes:

  • Any product with your own custom logo or design
  • Products marked as "Custom Design" in our store
  • Any made-to-order item created to your specific design specifications

Why? Custom design products are created specifically for you and cannot be resold to other customers.

Before production begins: You will receive a preview of your custom design for approval. Once you approve the preview and production starts, the order cannot be cancelled or refunded.

Exception: If we make an error in production (wrong colors, incorrect design implementation, manufacturing defect), we will remake your item at no cost or provide a full refund.

STANDARD PRODUCTS - LIMITED RETURNS

Standard faction products may be eligible for return within 14 days of delivery under the following conditions:

You may return if:

  • ✅ Item is unused and in original condition
  • ✅ Item is in original packaging (if applicable)
  • ✅ You contact us within 14 days of delivery
  • ✅ Item has a manufacturing defect or quality issue
  • ✅ Item was incorrectly described on our website
  • ✅ You received the wrong item or color

You cannot return if:

  • ❌ You simply changed your mind about the color or faction
  • ❌ Item has been used, modified, or damaged
  • ❌ You selected the wrong faction/color (this was your choice during ordering)
  • ❌ More than 14 days have passed since delivery
  • ❌ Item is a custom design order (see above)

Important: As all products are made to order specifically for each customer, we reserve the right to refuse returns for items that show any signs of use, modification, or damage.

DAMAGED OR DEFECTIVE ITEMS

We take quality seriously. If your item arrives damaged or has a manufacturing defect:

What to do:

  1. Contact us within 7 days of delivery at support@vantforge3d.com
  2. Include your order number in the subject line
  3. Provide photos showing the damage or defect clearly
  4. Describe the issue in detail

We will:

  • Review your photos and description
  • Confirm the issue qualifies for replacement or refund
  • Provide a prepaid return label (UK only) OR authorize disposal without return
  • Remake the item at no cost to you, OR
  • Issue a full refund including original shipping costs

Manufacturing defects include:

  • Significant layer separation or structural failure
  • Incorrect colors or missing design elements
  • Severe print quality issues affecting functionality
  • Incorrect product received

Not considered defects:

  • Minor layer lines (normal characteristic of 3D printing)
  • Slight color variations from screen display (stated in product descriptions)
  • Minor surface texture variations
  • Personal preference about appearance

WRONG ITEM RECEIVED

If we sent you the wrong item:

This is our mistake! Contact us immediately and we'll:

  • Send the correct item at no cost
  • Provide a prepaid return label for the incorrect item (UK only)
  • OR let you keep the incorrect item as a goodwill gesture (at our discretion)

If you ordered the wrong item:

Unfortunately, if you selected the wrong faction, color, or product during checkout, this is not grounds for return or exchange. Please review your order carefully before completing purchase.

Exception: If product descriptions were misleading or inaccurate, we'll work with you to find a solution.

HOW TO INITIATE A RETURN

Step 1: Contact Us

Email support@vantforge3d.com within 14 days of delivery with:

  • Your order number
  • Reason for return
  • Photos (if damaged/defective)
  • Proof of purchase

Step 2: Wait for Authorization

Do not return items without authorization. We'll review your request and respond within 2 business days with:

  • Return approval or denial
  • Return instructions
  • Return address (if applicable)
  • Prepaid label (UK only, for our errors)

Step 3: Ship the Return (if authorized)

  • Pack item securely in original packaging
  • Include order number inside package
  • Ship to the address provided
  • You are responsible for return shipping costs unless the return is due to our error
  • We recommend tracked shipping (we're not responsible for lost return parcels)

Step 4: Refund Processing

Once we receive and inspect your return:

  • Approved returns: Refund processed within 5-7 business days
  • Rejected returns: Item returned to you at your expense

RETURN SHIPPING COSTS

Who pays for return shipping:

Our error (wrong item, damaged, defective):

  • UK customers: We provide prepaid return label
  • International customers: We issue refund for return shipping costs (up to original shipping amount paid)

Your request (change of mind, ordered wrong item):

  • You pay all return shipping costs
  • Original outbound shipping is not refunded
  • We recommend tracked/insured shipping

Important: Return shipping can be expensive, especially internationally. Consider carefully before returning items.

REFUND PROCESSING

Once your return is received and approved:

Refund amount:

  • Product price: Full refund
  • Original shipping: Refunded only if return is due to our error
  • Return shipping: You pay (unless our error)

Refund method:

  • Refunds issued to original payment method only
  • No cash refunds or store credit (unless requested)

Refund timeline:

  • UK customers: 5-7 business days after receipt
  • International customers: 7-10 business days (may vary by bank)

You will receive:

  • Email confirmation when return is received
  • Email confirmation when refund is processed
  • Refund should appear in your account within timeframe above

EXCHANGES

We do not offer direct exchanges.

If you want a different product, color, or faction:

  1. Return the original item for refund (if eligible)
  2. Place a new order for the item you want

This ensures you get your preferred item as quickly as possible rather than waiting for return processing and remake time.

CANCELLATIONS

Before Production Begins:

Contact us immediately at support@vantforge3d.com if you need to cancel. If production hasn't started, we'll issue a full refund.

After Production Begins:

Standard products: Orders cannot be cancelled once production has begun (usually within 24 hours of ordering). Products are made specifically for you.

Custom design products: Orders cannot be cancelled once you've approved the design preview and production has commenced.

CHARGEBACKS & PAYMENT DISPUTES

Please contact us first before initiating a chargeback or payment dispute.

We're committed to resolving any issues fairly and will work with you to find a solution. Chargebacks should be a last resort.

Consequences of chargebacks:

  • We will provide evidence to the payment processor showing order fulfillment
  • Unwarranted chargebacks may result in ban from future purchases
  • You may forfeit your right to return or refund resolution

We're reasonable people - talk to us first and we'll find a solution!

NON-REFUNDABLE ITEMS

The following are not eligible for return or refund under any circumstances (except manufacturing defects or our errors):

  • ❌ Custom design products (once production begins)
  • ❌ Items marked "Final Sale" or "No Returns"
  • ❌ Digital products or design files (if we offer these in future)
  • ❌ Gift cards or discount codes
  • ❌ Items damaged due to misuse, accidents, or modifications
  • ❌ Items returned without authorization
  • ❌ Items returned after 14-day window

INTERNATIONAL RETURNS

Additional considerations for international customers:

Customs & Duties:

  • Any customs fees or import duties you paid are not refundable by us
  • Return shipments may incur customs charges - these are your responsibility
  • We recommend checking with your customs authority before returning

Shipping Costs:

  • International return shipping can be expensive (often £10-20+)
  • Consider whether return shipping cost is worth the refund amount
  • We cannot provide prepaid labels for international returns

Lost Returns:

  • We're not responsible for return parcels lost in transit
  • Use tracked/insured shipping
  • Keep proof of postage

FAULTY ITEMS - EXTENDED WARRANTY

Manufacturing defects within 30 days:

If a defect appears within 30 days of delivery that wasn't visible initially:

  • Contact us with photos and description
  • We'll assess if it's a manufacturing defect
  • If confirmed, we'll replace at no cost

After 30 days:

  • Products are sold as-is
  • No warranty for normal wear and tear
  • We may offer discounted replacement at our discretion

Not covered:

  • Damage from drops, impacts, or misuse
  • Normal wear from regular use
  • Damage from modifications or attempted repairs
  • Damage from exposure to extreme temperatures or chemicals

YOUR STATUTORY RIGHTS

UK Consumer Rights:

This returns policy doesn't affect your statutory rights under UK consumer law, including the Consumer Rights Act 2015.

You have the right to:

  • Return faulty goods
  • Receive goods as described
  • Receive goods of satisfactory quality
  • Receive goods fit for purpose

EU Consumer Rights:

EU customers have a 14-day cooling-off period for distance sales under EU law. However, this may not apply to goods made to your specifications (custom orders).

International Customers:

Your rights may vary depending on your local consumer protection laws. This policy is subject to applicable local laws.

QUESTIONS OR CONCERNS?

Contact us:

Email: support@vantforge3d.com

We typically respond within 24 hours (business days).

Please include your order number in all return inquiries.

DISPUTE RESOLUTION

We're committed to fair solutions. If you're unhappy with a returns decision:

  1. Email us explaining your concerns
  2. We'll review your case with fresh eyes
  3. If we still disagree, we'll explain our reasoning
  4. You may escalate to your payment provider or consumer protection agency

We want happy customers and will always try to find a reasonable solution.

POLICY UPDATES

This policy may be updated from time to time. The "last updated" date at the top indicates the most recent revision.

Continued use of our store after changes constitutes acceptance of the updated policy.

BUSINESS INFORMATION

Trading Name: Vant Forge 3D

Location: United Kingdom

Contact: vant@vantforge3d.com