Refund & Return Policy

1. When to contact us

Contact FORGED3D (Pty) Ltd on WhatsApp at +27 67 348 6378 if your print arrives broken, has a printing defect, or differs from the accepted order. Relevant examples include an incorrect agreed plastic, colour, quantity, dimensions, or a print-quality failure affecting reasonable use.

Please inspect your delivery and report visible issues as soon as reasonably possible. Prompt reporting helps us investigate courier damage, but we do not impose a short notification deadline that removes statutory rights. Disclosed layer lines or normal process characteristics are assessed in context and are not a blanket reason to reject a quality complaint.

2. Defective or non-conforming products

Where the Consumer Protection Act applies, goods that fail its quality requirements may generally be returned within six months of delivery, without penalty and at the supplier’s risk and expense, for repair, replacement, or refund at the consumer’s direction. The remedy and applicable legal requirements will be assessed against the circumstances.

If a repair fails to resolve the problem, or another qualifying defect appears within three months after the repair, the applicable replacement or refund rights remain available. Other legal rights and warranties may also apply. Custom manufacture does not remove protection against defective or incorrectly supplied goods.

3. Customer-caused breakage and care

Repair or replacement of a part broken through customer-caused impact, excessive force, misuse, unsuitable heat or chemicals, or alteration outside its agreed use is ordinarily at the customer’s cost, including any agreed shipping. We can quote for assistance before work proceeds.

We will consider the cause rather than assume that any breakage is the customer’s fault. A failure during reasonable intended use may indicate a defect. This section does not exclude our responsibility for poor printing, an unsuitable material we supplied contrary to the order, or any mandatory safety or quality obligation.

4. How to log a return or refund

We will assess the issue fairly, explain the outcome, and arrange the appropriate remedy without an unnecessary delay. No positive review or non-disparagement agreement is required.

• Send a WhatsApp message to Tiaan Bezuidenhout at +27 67 348 6378 with your order reference, delivery date, and a description of the problem.
• Include reasonable proof of purchase and clear photographs or video where available. A lost original receipt does not automatically prevent consideration of other reliable proof.
• For an incorrect plastic or colour, include the accepted specification or relevant order conversation. For transit damage, keep packaging if reasonably possible; original packaging is not an absolute condition for a statutory defect claim.
• Stop using an unsafe or damaged part and keep it available for a reasonable assessment. We will agree collection or return instructions and discuss your preferred lawful remedy.
• Do not send goods to an unconfirmed address. Our location is Langenhoven Park, Bloemfontein, Free State; the appropriate return address and arrangements will be confirmed for your request.

5. Who pays shipping?

The customer pays the ordinary outbound shipping fee disclosed and agreed at purchase on WhatsApp. That fee is separate from the product subtotal unless the quote expressly includes it.

For a qualifying defective, damaged-on-arrival, or incorrectly supplied order, we will arrange or cover the collection and remedy-related transport costs required by law. We do not automatically charge these to the customer or make the customer pursue the courier as their sole remedy.

For customer-caused damage, voluntary returns, or a lawful change-of-mind cancellation, return costs may be payable by the customer where permitted. We will explain any applicable charge first. A legitimate statutory defect remedy is not subject to a restocking, handling, or inspection penalty.

6. Changes of mind and custom orders

Tell us immediately if you want to change or cancel an order. Where section 44 of the Electronic Communications and Transactions Act applies, the usual cooling-off period for goods is seven days after receipt, with a refund within 30 days of cancellation and only the direct return cost chargeable to the consumer.

Legal exceptions may apply, including genuinely made-to-specification or clearly personalised goods. Printing an ordinary catalogue model after an order does not automatically settle whether that exception applies. We will consider the actual order, work undertaken, and applicable law rather than apply a blanket exclusion.

Digital supply and services have their own applicable rules and exceptions. A download, custom label, deposit, or workshop booking does not by itself waive mandatory rights. Any required consent, licence terms, cancellation terms, or lawful charge must be explained before commitment.

7. Refund processing and fair resolution

Once a refund is due, we will confirm the amount and process it promptly within the applicable legal timeframe. Refunds reflect the amount actually paid for the affected goods and any other legally refundable amounts. We will ordinarily use the original payment method or another method agreed with you; we will not force store credit where a monetary refund is due.

A returning-customer discount or review offer does not remove your rights. A lawful refund is not conditional on leaving a favourable review, deleting criticism, or agreeing not to discuss your experience. Please keep communications factual and respectful.

If you disagree with the outcome, request the reasons on WhatsApp. You may also approach an appropriate ombud, the National Consumer Commission, or another competent forum. These policies do not prevent escalation.