Refund policy

Refund & Return Policy for Lu’s 3D (3D‑Printed Products)

Thank you for shopping with Lu’s 3D. Because every item we make is 3D‑printed to order, most products are custom‑made and cannot simply be restocked. For this reason, we do not offer change‑of‑mind returns or refunds. Please read our policy carefully before purchasing.

  1. Custom and made‑to‑order items
    • Our products are 3D‑printed on demand and often customised for each customer. As such, we cannot accept returns or provide refunds for change‑of‑mind, wrong colour/size selection or if you simply no longer want the item. Please review product details carefully before placing your order.
    • If you have questions about a product’s dimensions, compatibility or fit, contact us prior to ordering. We’re happy to help you choose the right item.
  2. Quality guarantee and damaged items
    • We guarantee that your order will arrive in one piece and as described. Our packaging is designed to protect your 3D‑printed parts during transit.
    • In the unlikely event that your product arrives damaged, defective or not as described, please contact us within 7 days of delivery. Under Australian Consumer Law you are entitled to a repair, replacement or refund if an item has a major defect.
    • Send an email to accounts@lus3d.com with your order number, a description of the issue and clear photos of the damaged or faulty item. Do not discard the packaging, as we may need it to lodge a carrier claim.
    • Once we verify the issue, we will either send you a replacement at no additional cost or provide a repair or refund, at our discretion, if a replacement is not feasible.
  3. Return requirements (defective items only)
    • To be eligible for a replacement or refund, the item must be unused, in its original condition and include all components.
    • You may be asked to return the defective item. If so, we will provide return instructions and a prepaid shipping label (we cover return shipping for defective items).
  4. Non‑returnable items
    We do not accept returns on:
    • Custom‑made items or personalised designs;
    • Gift cards or digital files;
    • Sale or clearance items;
    • Normal wear‑and‑tear or damage caused by misuse.
  5. Shipping costs
    • If a product is faulty or damaged, Lu’s 3D pays the cost of return shipping.
    • If a return is approved for any reason other than a defect (at our sole discretion), you will be responsible for return shipping and the original shipping costs are non‑refundable.
  6. Refund processing
    • Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund. If approved, a credit will automatically be applied to your original payment method within 7–10 business days, subject to your bank’s processing times.
  7. Consumer Law
    This policy operates alongside your rights under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure and 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.
  8. Contact us

We appreciate your understanding and are committed to ensuring that your custom 3D‑printed products meet your expectations. Thank you for supporting small‑batch manufacturing!