Refund policy

At Vertex Labs, we take pride in the quality and precision of our 3D-printed products and custom designs. Because many of our products are made to order or customized, please review our Return and Refund Policy carefully before placing an order.

1. No Refunds or Returns for User Error

We do not offer refunds, returns, or replacements for issues resulting from user error. This includes, but is not limited to:

  • Incorrect Specifications Provided: Submitting incorrect measurements, CAD/3D files, dimensions, color choices, or material selections.

  • Misuse or Mishandling: Damage caused by improper installation, exposure to heat/UV beyond material specifications, physical drops, stress beyond normal use, or failure to follow product care guidelines.

  • Change of Mind: Decisions to cancel or return an item after an order has been processed or printed due to a change of preference.

2. Defective, Damaged, or Incorrect Items

We inspect all products for quality prior to dispatch. However, if your item arrives damaged in transit or has a manufacturing defect (unrelated to user error or file specifications), we are happy to assist.

  • Reporting Timeframe: You must notify us within 7 days of receiving your package.

  • Proof Required: Please email us at info@vertexlabs3d.co.za with:

    1. Your order number and full name.

    2. Clear photos or videos showing the defect or shipping damage.

    3. A brief description of the issue.

3. Resolutions for Approved Claims

If a product is verified as defective or damaged upon arrival:

  • Replacement: We will re-print and ship a replacement item to you at no additional cost.

  • Store Credit / Refund: If a replacement cannot be provided, a refund or store credit may be issued at our discretion.

4. Custom & On-Demand Print Orders

All bespoke or custom 3D printing services (files uploaded or commissioned by the client) are final once production has commenced. It is the customer's responsibility to ensure that provided models, print orientations, and material choices are suitable for their intended application.

5. Contact Us

For any questions regarding our Return & Refund Policy, please reach out to us at:

  • Email: info@vertexlabs3d.co.za

  • Website: vertexlabs3d.co.za