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Returns Policy

Here you'll find all the details of our Returns Policy, so you know what to do if you need to return your goods to us. If you have any questions about this policy, please get in touch with our Customer Service team. This policy should be read in conjunction with our Terms & conditions.

Unwanted Items
Our products are not sold on a trial basis; you should check the specifications and their suitability before ordering. However, under the Consumer Contracts Regulations 2013, you’re entitled to cancel your order for any reason within 14 days of receiving your goods.
In all cases you must contact our Customer Service team before returning any items.
All items returned must meet the following criteria:
  • The items must be sent back in a resaleable condition, complete with all accessories and in its original packaging.
  • Items can only be inspected in the same manner as you would in a shop and therefore all seals, vacuum packaging and dustproof packaging need to be fully intact.
  • Items also need to be undamaged and returned to us in suitable packaging.

Please note, we will make a deduction to the amount refunded, up to 100%, if items do not meet the criteria above.
If you need to return an unwanted item(s), please use our contact form to let us know and we’ll advise you on what to do next.
Please do not send goods back to us without contacting us first. You will be responsible for the return carriage charges to get the goods back to us. Items will be inspected upon return and refunds will be processed as soon as possible or within 14 days.

Please be aware that we won’t accept the return of any food items if they become unsealed after delivery, except in circumstances where a fault has been discovered that could not have been identified without unsealing the product(s). This is due to health protection and hygiene reasons.

Defects & quality issues for new purchases
If you experience an issue with the quality of the products that you’ve bought from us, please contact our Customer Service team and we’ll work tirelessly to resolve this for you as soon as possible. If we’re unable to resolve your issue, then we’ll arrange for a replacement item to be sent out or issue a refund where appropriate. This relates to defective items and items where the quality is not as intended by the manufacturer. It does not apply to items where we have not been informed of the specific purpose you intend to us the product for (e.g. if you purchase a machine or product that works as the manufacturer intended, but is unsuitable for your specific needs, but you have not informed us of your use-case before purchasing).

Firstly, we’ll seek to understand your issue and seek to problem solve remotely (via email or phone). If we are unable to resolve the issue and are satisfied the issue is product related (rather than user error that we can usually help with remotely), we’ll arrange a courier collection so the items can be sent back to us at no cost to you.
Please do not send faulty products back to us without contacting us first.

For items outside of this initial returns period, please see our Terms & conditions.