Refund & Return Policy

For standard catalogue items you have 14 calendar days from the day you receive your order to tell us you want to withdraw, and a further 14 days to send the item back. You do not have to give a reason.

The item must come back in the condition you received it. You may unpack and examine it as you would in a shop, but if it comes back scratched, used or damaged we may reduce the refund to reflect that.

Georgian consumer law excludes goods made to your specification or clearly personalised from the right of withdrawal, because they cannot be sold to anyone else. For us that means:

• every custom service — busts, lithophanes, cookie cutters, name plaques, pet tags, miniatures and spare parts;
• any catalogue item personalised with a name, text, engraving or a photo you supplied;
• anything printed from a 3D model you sent us.

We tell you this before you pay, not after. It does not affect your rights if something arrives faulty — see the next section, which applies to every order without exception.

This applies to everything we sell, personalised or not. Contact us within 14 days of delivery if your order:

• arrives broken or damaged in transit;
• has a printing fault — layer separation, warping, a failed section;
• is not what you ordered, or does not match its description;
• is personalised, but not with the details you gave us.

Send a photo with your message; it usually saves us both a return. We will reprint the item or refund you in full, whichever you prefer, and we pay the return postage. A print that fails within 30 days through no fault of yours is covered the same way.

What is not a fault: visible layer lines, slight surface texture, small dimensional variation of a millimetre or so, and minor colour differences from your screen. These are normal characteristics of 3D printing and are described in our Terms.

• Email us at the address at the foot of this page, quoting your order number.
• Tell us what you are returning and whether you want a refund or a replacement.
• We reply within 3 working days with the return address and instructions.
• Pack the item so it survives the trip back — ideally in its original packaging.

Please do not send anything back before contacting us; unannounced parcels are hard to match to an order.

• Faulty, damaged or wrong item: we do.
• Changed your mind: you do.

Once the item reaches us and we have checked it, we refund within 14 days. Because orders are paid by bank transfer, refunds go back by bank transfer, so we will ask for the account details to send it to. We refund what you paid for the item; the original delivery charge is refunded too if the whole order was faulty or if you withdraw from it entirely.

If you paid with FIL-COIN, the FIL is returned to your balance rather than converted to money — FIL has no cash value.

Where an item was bought at a quantity price, returning part of an order re-prices what you keep at the rate that quantity would actually have cost. Return two of three name plaques and the one you keep is priced as a single plaque.

Catalogue orders can be cancelled for a full refund any time before dispatch — just tell us. Custom orders can be cancelled only before printing starts, because once a personalised print has begun it has no other buyer.

Contact us first; we would rather fix it than argue about it. If we cannot resolve it between us, you may take the matter to the LEPL Competition and Consumer Agency of Georgia, or to the Georgian courts.