Refund policy
Return & Refund Policy
Last Updated: July 2026
At PrintPilot, every order is manufactured specifically for each customer. We take pride in producing high-quality 3D printed parts and aim to ensure every order meets our quality standards.
Custom Printed Items
As all custom 3D printed products are made to your specifications, they are considered personalised or bespoke items.
Under the Consumer Contracts Regulations 2013, bespoke or personalised products are generally not eligible for cancellation or return simply because you have changed your mind.
Please ensure your uploaded files, dimensions, materials and order details are correct before placing your order.
Damaged or Faulty Items
If your order arrives damaged, defective or contains a manufacturing fault, please contact us within 7 days of receiving your order.
Email: support@printpilot.co.uk
Please include:
- Your order number
- A description of the issue
- Clear photographs showing the problem
We will review your claim and, where appropriate, offer one of the following:
- A replacement item
- A repair (where possible)
- A full or partial refund
Incorrect Orders
If you receive an item that does not match your order, please contact us within 7 days of delivery.
Once verified, we will arrange a replacement or refund at no additional cost.
Returns
Returns must be authorised before being sent.
Unauthorised returns may not be accepted.
If a return is approved, we will provide return instructions.
Customers are responsible for return postage unless the item is faulty, damaged or sent incorrectly.
Refunds
Approved refunds will be processed back to your original payment method.
Please allow 5–10 business days for your bank or payment provider to complete the refund after it has been issued.
Colour & Finish
Due to the nature of 3D printing:
- Minor layer lines are a normal characteristic of FDM printing.
- Slight colour variations between filament batches may occur.
- Surface finish may vary depending on the chosen material and model geometry.
These characteristics are not considered manufacturing defects.
Customer Files
Customers are responsible for ensuring uploaded 3D model files are accurate and suitable for printing.
PrintPilot is not responsible for design errors contained within customer-supplied files.
If we identify an obvious issue that is likely to cause a failed print, we may contact you before production.
Contact Us
If you have any questions regarding your order, please contact us:
PrintPilot
We aim to respond to all enquiries within 1–2 business days.