1 What this covers
This policy applies to 3D printing services bought from Spraggs3D: prototypes, production runs and add-on parts made to a drawing or CAD file you supply.
These are goods made to your specification. They are not stock items, and we sell to businesses, so the right to change your mind and return goods does not apply. If you buy as a consumer, clause 13 of our terms explains what changes.
2 Cancelling before work starts
You can cancel an order in writing at any time before we begin CAD work or machine setup, and we will refund anything you have paid in full.
New customers pay a 50% deposit when they order and the balance on completion; existing customers pay on completion. If a deposit was taken and no chargeable work has been done, the deposit is refunded.
3 Cancelling after work starts
Once we have started, cancelling means paying for the work already done and for materials and bought-in components already committed to your order, plus any costs we cannot recover. We will set that out before we invoice it.
Anything you have paid above that amount is refunded. If the work done exceeds what you have paid, the balance is invoiced on our normal terms.
4 Parts that are faulty or out of tolerance
Check the parts when they arrive. Tell us about a shortage, transit damage, or parts that do not meet the dimensional tolerance stated on your quotation within 14 days of delivery, with photographs and measurements. After 14 days the parts are treated as accepted as seen.
Where we agree that parts do not meet the stated tolerance or the quoted specification, we will either remake them at no charge or refund what you paid for the affected parts. The choice between a remake and a refund is ours. That is your only remedy for defective parts.
A refund under this section covers the price of the affected parts and the original delivery cost for those parts. It does not cover onward costs such as fitting, downtime or a third party’s charges.
5 What is not refundable
We will not refund parts for:
- a change of mind once the parts have been made to the agreed specification;
- surface finish, layer lines, minor cosmetic variation or dimensional variation that is within the tolerance stated on the quotation, which is inherent to additive manufacturing;
- a design that is made correctly but turns out not to be fit for its purpose. Material choice, geometry, safety factors and the suitability of an additive part for the application are your responsibility unless you asked us in writing to advise on them;
- errors in the file or brief you supplied, where we made the part as supplied.
6 How a refund is paid
Refunds are made to the original payment method. We pay an agreed refund within 3 days of agreeing it. Where an order was part-paid, we refund only the amount actually received.
If parts are being returned as part of a refund or remake, we will tell you where to send them. Return carriage for genuinely defective parts is at our cost; otherwise it is at yours.
7 Your statutory rights
Nothing in this policy limits our liability for death or personal injury caused by negligence, for fraud, or for anything else the law does not allow us to limit, or takes away a consumer’s statutory rights. Our liability is otherwise as set out in clause 11 of our terms.
8 How to make a claim
Email enquiries@spraggs3d.com with your order or invoice number, what is wrong, and photographs or measurements. We reply within 3 days.