Refund policy
RETURN AND REFUND POLICY
Last updated: 22 July 2026
Standard returns
You may request a return of a standard, non-personalised product within 14 calendar days after delivery. To be eligible, the item must be unused, uninstalled, and in its original condition. Packaging should be included where reasonably possible.
To request a return, email support@velolayers.com with your order number, the product name, and the reason for return. Do not mail an item until the return is authorised. The correct return address and instructions will be supplied in writing because they can vary by product and fulfilment location.
Return postage
For a change-of-mind or compatibility return, the customer pays return postage unless applicable law requires otherwise. We recommend a tracked service. For an incorrect, damaged, or defective item, VeloLayers will provide or reimburse reasonable return postage when a return is required.
Problems with an order
Inspect the order after delivery. Contact us promptly—preferably within 7 days—if an item is damaged, defective, or different from what was ordered. Include the order number, a description of the problem, and clear photos or video where useful. We will assess the issue and offer an appropriate repair, replacement, or refund. This request to contact us promptly does not limit rights that cannot legally be excluded.
Items that cannot be returned for change of mind
Genuinely personalised or made-to-your-specification products cannot be returned for change of mind unless required by law. Printing a standard catalog item only after the order is placed does not by itself make that item personalised. Gift cards and items that have been modified, damaged, or materially used by the customer are also excluded from change-of-mind returns.
Cancellations
Contact us as soon as possible to cancel. A standard order can normally be cancelled for a full refund before production begins. Once production or fulfilment has begun, cancellation may not be possible except where applicable law gives a cancellation right.
Refunds
Once a returned item is received and inspected, we will notify you of the decision. Approved refunds are issued to the original payment method within 5 business days. Your bank or card issuer may take additional time to post the credit. Original delivery charges are refunded when the item was wrong or defective, and in any other situation required by applicable law.
Surface finish and fit
Small layer lines and minor cosmetic variations are normal characteristics of 3D printing and are not defects if the product otherwise matches its description and functions as stated. This does not exclude a claim for a material manufacturing defect, inaccurate description, or incorrect fit on a product listed as compatible.
Contact
Return and refund requests: support@velolayers.com