Last updated: 12 November 2026
We want you to love what we make. This page explains your rights to cancel, return or get a refund. It doesn’t affect your statutory rights as a UK consumer. Questions? Email info@filamentforger.store.
Standard products: 14-day returns
For standard products that are not personalised or made to your own specifications, you can cancel within 14 days of receiving your order, for any reason.
- Email info@filamentforger.store with your order number to let us know.
- Send the item back within 14 days of telling us, unused and in its original condition.
- You pay for return postage, unless the item is faulty or we sent the wrong thing.
- We’ll refund you, including the original standard delivery charge, within 14 days of receiving the item back.
Personalised and custom-made items
Items that are personalised (for example with a name, age or message) or made to your own specifications (including custom prints and bespoke parts) are made just for you. Under the Consumer Contracts Regulations they can’t be returned for a change of mind once we have started making them.
Please check spelling, colours and options carefully before ordering. We print exactly what you enter. If you spot a mistake, email us straight away and we’ll do our best to fix it before production starts.
This doesn’t affect your rights if a personalised or custom item is faulty or not as described.
Replacement parts: fit guarantee
We check every replacement part order before printing. If we can’t make your part fit, you get a full refund. If a part we’ve made doesn’t fit when it arrives, email us with photos within 14 days and we’ll remake it or refund you.
For larger or bespoke parts that need designing, any design fee is quoted separately and only charged with your approval. If you decide not to go ahead after receiving the design quote, your original payment is refunded in full.
Faulty, damaged or incorrect items
If your order arrives damaged, please email info@filamentforger.store within 48 hours of delivery with your order number and photos of the item and packaging, and we’ll replace or refund it.
If an item is faulty or not as described, you’re entitled to a refund within 30 days of delivery, or a repair or replacement after that, under the Consumer Rights Act 2015. Just get in touch and we’ll put it right.
How refunds are paid
Refunds go back to your original payment method. Once processed, they usually take 3–10 working days to reach your account, depending on your bank or payment provider.
Contact
Email info@filamentforger.store with your order number and we’ll get back to you as soon as we can. See also our Shipping & Returns page for delivery information.