Clear help when
something is not right.

At a glance

• Pre-made and standard products: tell us within 30 days of delivery if you want to return them.
• Standard made-to-order products: the same 30-day policy applies where the item is made after ordering but is not made to your personal specification.
• Custom or personalised products: change-of-mind returns are not normally available, but faulty, damaged or misdescribed goods remain covered.
• Any concern: contact us. Even where a standard return right does not apply, we are always happy to discuss the problem and see what can reasonably be done.

This policy applies to purchases made directly from JLA3D through this website. It does not reduce your statutory rights under UK consumer law.

Pre-made and standard products

You may cancel and return a standard physical product by telling us within 30 days after it is delivered. After telling us, send the product back within 14 days.

The product should be returned with its supplied parts and packaging where reasonably possible. You may inspect it as you would in a shop. If it has been handled beyond what is necessary to establish its nature, characteristics and function, we may make a lawful deduction for any reduction in value.

Custom, personalised and made-to-specification products

A product made to your personal specification, carrying your chosen text or design, or manufactured in a unique configuration for you cannot normally be returned simply because you changed your mind.

This exception does not apply merely because a standard product is produced after you order it. The listing or quote will identify work treated as custom or personalised before you commit to buy.

If production has not begun, contact us promptly: cancellation may still be possible. Faulty, damaged, incorrect or misdescribed custom goods remain covered as explained below.

Faulty, damaged, incorrect or misdescribed goods

If an item arrives damaged, is faulty, is not what you ordered or does not match its description, contact us as soon as reasonably possible. Include your order reference and, where practical, photographs that show the issue and the packaging.

Depending on the circumstances and your statutory rights, the appropriate remedy may be a repair, replacement, price reduction or refund. We will cover reasonable return costs where goods are faulty, damaged, incorrect or misdescribed. Rights for faulty goods may continue beyond this policy’s 30-day change-of-mind window.

Return method and costs

Contact us before sending anything back so we can provide the correct return address and any packing instructions. Do not send returns to an address shown on a marketplace or payment receipt unless we confirm it.

For a change-of-mind return, you are responsible for the direct cost of returning the item and for packing it securely. We recommend using a tracked service and retaining proof of postage. We pay reasonable return costs for accepted faulty, damaged, incorrect or misdescribed goods.

Refunds

For an eligible change-of-mind cancellation, we refund the product price and the standard outbound delivery charge. Extra cost chosen for an enhanced or expedited delivery service is not refundable beyond the standard delivery amount.

We issue the refund to the original payment method within 14 days after receiving the returned goods, or after you provide evidence that you sent them back if that is earlier. We may withhold the refund until we receive the goods or that evidence.

Digital files and immediate delivery

Before a digital download is supplied immediately, checkout asks for your express consent for delivery to begin and your acknowledgement that the usual 14-day cancellation right will end once delivery starts.

This does not remove your rights where digital content is faulty, unavailable, unsafe or not as described. Contact us if a file cannot be accessed or does not work as reasonably expected.

Etsy, eBay, Cults3D and other marketplaces

For an order placed through a marketplace, start the return or help request through that marketplace so its order record and buyer-protection process remain intact. The marketplace’s displayed terms and process apply alongside your legal rights. We are still happy to help with questions.

Start a return or ask for help

Contact returns@jla3d.co.uk with your name, order reference, the item concerned, why you would like to return it, and photographs where the item is faulty or damaged. Please do not include payment-card details.

We will confirm the next step and the correct return address. If you are unsure which part of this policy applies, get in touch before sending the item—we would rather help you work it out.