Refund Policy

We want every 3D Heirloom piece to reflect the photos, names and memories you choose to keep. If there is a problem with your order, please contact us so we can review the details and help.

1. Cancelling or changing an order

You may cancel within 12 hours of placing your order for a full refund, provided production has not started.

Contact us as soon as possible if you need to change a photo, name, date or other personalization detail. For products with a design preview, request changes before approving the design.

Once production begins, we cannot accept cancellations or changes due to a change of mind or customer input errors. This does not affect your rights where an item is faulty, made incorrectly or otherwise eligible for a remedy under applicable law.

2. Personalization and design approval

We make your item using the personalization details you submit and any later changes we expressly agree with you. For products with a design preview, we use the final design you approve.

Please check photos, names, spelling, dates, fonts and layout carefully. If the item matches the agreed details and the product description at purchase, we do not accept returns or exchanges due to a change of mind, a change in personal preference or errors in customer-provided or approved details, except where required by applicable law.

If you need a remake, contact us to discuss the available options and a quote. Any charges will be explained before a remake begins.

Design approval does not remove our responsibility for manufacturing defects, shipping damage or failure to follow the agreed details.

3. Damage, quality problems or our mistakes

If your item arrives damaged, has a manufacturing defect, is the wrong item or does not match your agreed personalization, please contact us promptly.

We recommend contacting us within 7 days of delivery with your order number, a description of the issue and clear photos showing the problem. For shipping damage, please keep the packaging and provide photos where possible to help us investigate. This reporting request does not limit your statutory consumer rights.

After reviewing the issue, we will arrange an appropriate remake, replacement or refund in accordance with applicable law. Where the law gives you a choice of remedy, we will respect that choice.

For a confirmed product defect, shipping damage or mistake by us, you will not pay the remake or standard delivery costs needed to resolve the issue. If a return is needed, we will provide return arrangements and cover reasonable return shipping costs. If no return is needed, we will let you know.

4. Change-of-mind returns for non-personalized items

You may request a return of a non-personalized item within 14 days of delivery. For these voluntary returns, the item must be unused, in good condition and returned with its original packaging and included accessories.

Please contact us for return instructions before sending an item back. Our return address is listed in section 7 below.

• You pay the return shipping and return label costs.
• Original shipping charges paid at checkout are not refundable for these change-of-mind returns.
• If your order qualified for free shipping, we will not deduct an original delivery fee that you were not charged.
• After checking the returned item and order, we refund the amount actually paid for the returned item to the original payment method.

These condition and packaging requirements apply only to voluntary change-of-mind returns. They do not restrict your rights for faulty goods or other statutory returns.

5. Delayed or missing packages

If your package has not arrived by the estimated delivery date, or tracking says delivered but you have not received it, please contact us promptly. We will check the delivery details and tracking records and investigate with the carrier.

If the package is confirmed lost, we will arrange a replacement or refund as appropriate under applicable law. If we cannot ship within the promised timeframe, we will tell you about the delay and, where required by law, offer the choice of waiting or cancelling for a refund.

6. Refund amounts and processing

Eligible refunds are returned to the original payment method. The following arrival estimates apply after the refund has been processed, not from the date you first request a return:

• Card payments: Funds normally appear within 3–10 business days after the bank or card network processes the refund. The exact posting date depends on your card issuer.
• PayPal: Balance-funded payments are normally refunded to your PayPal balance the same day the refund is issued. Refunds to a linked bank account or debit card usually take up to 5 business days, but can take up to 30 calendar days. Credit-card-funded PayPal refunds may take 1–2 billing cycles to appear on your statement.

Business days exclude weekends and bank holidays. If your refund has not arrived within the applicable timeframe, email support@3dheirloom.com with your order number so we can help trace it.

Shipping charges for voluntary returns are handled under section 4. If we cancel an entire order because we cannot fulfil it, we refund the product price and shipping charges paid. For quality issues, incorrect items or partial-order refunds, we will explain the refund amount and handle related delivery charges in accordance with applicable law.

7. Contact us

Email: support@3dheirloom.com

Please include your order number, a description of the issue and any relevant photos.

Return address

Please contact us before returning an item so we can identify your order and provide the return instructions. This is our return location; it is different from our registered business address.

8. Consumer rights and policy updates

This policy does not exclude or limit your rights under applicable consumer law.

Your order is subject to the policy in effect when you purchased it. Later updates will not retrospectively reduce the rights attached to an existing order.