Overview

At Characterize 3D Pty Ltd, we strive to ensure your satisfaction with every purchase. Please review our returns and refund policy carefully before placing your order.

SECTION 1 - REFUND POLICY

Every effort has been made to provide comprehensive information about each product on our website, including customized methods and results. We do not offer refunds, credits, or replacements for:

Change of mind

Incorrect size selection

Models damage due to incorrect care

The product may have an acceptable colour variation due to manufacturing processes

The product may have an acceptable abrasion, scratch

Choice of model

Missed deadlines

Failed delivery due to incorrect address supplied, or failure to collect your order in a timely manner.

Customers are responsible for ensuring the accuracy of colours, sizes, quantities, names, spelling, and addresses before placing an order. Customers must provide accurate and detailed order instructions. We are not responsible for any issues arising from incomplete or incorrect details provided by you.

We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the E‑mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.

The refund amount will be returned using the same payment method employed for the original order. The duration of the refund process will depend on the payment method used.

SECTION 2 - CANCELLATION

Consumers may cancel their order free of charge within one hour of placing the order. After one hour, the order will automatically enter production and can no longer be cancelled.

Because our products are custom-made, we are unable to offer refunds once production has started.

The refund amount will be returned using the same payment method employed for the original order. The duration of the refund process will depend on the payment method used.

SECTION 3 - CONFIRMATION & REVISION POLICY

After placing an order, customers will receive a design preview within approximately 5 business days via email or through the “My Order” section.
Customers are requested to confirm the design promptly.

If no confirmation is received within 5 business days of sending the preview, production will automatically proceed based on the current design.
Please note:
Once production begins, no changes, cancellations, returns, or refunds can be made.
Late confirmation may delay your order’s delivery.
Each revision may extend your estimated delivery time by 3–5 extra business days, depending on the complexity.
We’re happy to offer free optimizations based on the original photo provided. However, significant changes that differ greatly from the original image may not be possible. In such cases, we will notify you and may charge an additional revision fee.

SECTION 4 - FAULTY PRODUCTS

If in the unlikely event you receive a faulty print or if the product is damaged beyond normal use, including missing parts, severe scratches, or detached components, please contact us at characterize3d@gmail.com within 3 days after receiving it. Include the following details in your email: Order number Date of purchase Details of the issue Photograph of the print issue, fault, or damage.  Please allow 3 business days to receive your response from our team. We may require you to return the items before issuing a replacement or refund. Characterize 3D Pty Ltd reserves the right to determine whether a product is damaged or faulty and may conduct a production and quality check if necessary. In the instance of a faulty item, we will expedite the shipment of a replacement item.
 
The refund amount will be returned using the same payment method employed for the original order. The duration of the refund process will depend on the payment method used.

For any questions about our Return, Refund and Cancellation Policy, contact characterize3d@gmail.com