We have a 30-day return policy — you have 30 days after receiving your item to request a return. Items must be unused, in the condition you received them, and in their original packaging, with a receipt or proof of purchase.
To start a return, email info@printforge.com.au. If accepted, we'll send return instructions. Return postage is at your cost. Items sent back without first requesting a return will not be accepted.
Lifetime reprint guarantee
Every 3D-printed part we make is covered by our lifetime reprint guarantee. If a Printforge part cracks, snaps or fails in normal use — no matter how long you have had it — email a photo to info@printforge.com.au and we will reprint it and post the replacement to you free of charge.
The guarantee covers normal use of the product as described on its listing. It does not cover deliberate damage, parts modified after purchase, or use well outside what the part was designed for (for example hanging loads far beyond a holder's stated capacity). It applies to parts we printed, not to files you printed yourself from a digital download.
This guarantee is offered in addition to your rights under the Australian Consumer Law — never instead of them.
Damages and issues
Please inspect your order when it arrives and contact us straight away if an item is defective, damaged, or if you received the wrong item, so we can make it right.
Exceptions / non-returnable items
- Custom and personalised products (configurator designs and other made-to-order items) cannot be returned for change of mind, because each is made to your specification. The lifetime reprint guarantee still applies to them.
- Digital downloads (such as STL files) cannot be returned or refunded once delivered. If there is a genuine fault with a file, contact us and we'll put it right.
- Sale items and gift cards cannot be returned for change of mind.
Exchanges
The fastest way is to return the item you have and, once the return is accepted, place a separate order for the new one.
Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights — including for custom, digital or sale items if they are faulty.
Refunds
We'll notify you once we've received and inspected your return and let you know whether the refund was approved. If approved, you'll be refunded to your original payment method within 5 business days. Bank processing times may add a few days.
If more than 10 business days have passed since we approved your return, contact info@printforge.com.au.