Refund & Reprint Policy

We want you to be happy with what shows up at your door. This policy explains when you can cancel an order, when you're entitled to a refund or a reprint, and how to ask for one. This policy forms part of our Terms of Service.

Cancelling an order

• Before printing has begun— you can cancel from your order detail page in your account, or by emailing us. We'll refund the full order amount, including shipping, to your original payment method.
• After printing has begun but before shipping — cancellation is at our discretion. If we agree, we may retain the material and machine cost of the work already done; the remainder is refunded.
• After shipping — we cannot cancel an order that has already shipped. Once you receive it, the reprint and refund rules below apply.

Reprints & refunds for problems with your order

If something is wrong with your order, contact us within 7 days of delivery at hello@printyeg.com with your order number and a few photos showing the issue. We will either reprint the affected part at no charge or refund the affected part, at our option (you can tell us your preference; we will usually honour it).

You are entitled to a free reprint or refund if:

• The print arrives damaged from shipping, or visibly defective (delamination, severe warping, missing layers, large unfilled gaps).
• The dimensions are off by more than ±0.5 mm or ±0.5%, whichever is greater, on the longest axis, when measured against the geometry of the file you uploaded.
• We printed the wrong file, the wrong material, the wrong color, the wrong infill, or the wrong quality tier compared to your order.
• A part fails under normal handling within 7 days due to a printing defect (not design or use).

You are not entitled to a free reprint or refund if:

• The model itself, as you uploaded it, is the source of the problem (insufficient wall thickness, unsupported overhangs, broken mesh, incorrect scale). We'll happily quote a fix or a redesign as a new order.
• The fit, finish, color, or surface texture is different from what you expected, but matches our published specifications and the file you uploaded.
• The part fails because it was used in a safety-critical application, or in conditions outside the material's published temperature, UV, chemical, or load tolerances. See section 4 of the Terms of Service.
• You request a refund more than 7 days after delivery without prior notice of a defect.

Partial refunds

Where only part of an order is affected, we issue a partial refund for the affected line items (and proportional shipping, where applicable). Multi-quantity items can be partially refunded by quantity. Stripe normally returns refunds to your original payment method within 5–10 business days; we cannot send refunds to a different card or account.

How long refunds take

Once we issue a refund, Stripe processes it immediately on our side and the funds usually post to your card or bank within 5–10 business days, depending on your issuer. You'll receive an email confirmation from us when we issue it; the refund will also appear in your order history.

Out-of-stock or refused orders

If we can't fulfill an order — for example, because the requested material or color is out of stock with no near-term restock, the file cannot be printed safely on our equipment, or the order is refused under section 4 of the Terms of Service — we will cancel the order and refund the full amount you paid, including shipping.

Contact

Questions about a specific order or this policy? Email hello@printyeg.com with your order number and we'll get back to you within one business day.