Last updated: 22 August 2026
This policy applies to consumer purchases made from UN Creations through our website and online shop.
To request a return, report a problem, or ask a question, email 3dprinting@uncreations.co.uk with your order number and, for a damaged or faulty item, photographs of the product, packaging and issue. Returns are handled by post; once your request is acknowledged we provide the return address, a return reference and, where applicable, a prepaid label. Please do not send an item before receiving return instructions.
A standard product has not been made to your specifications and is not clearly personalised. You may request a return within 30 calendar days after delivery.
A customised product is made to your specifications or clearly personalised. Before production we agree the design and ask for your written approval, which confirms the design is correct. You may cancel before written approval and before production begins. Once approved and in production, the order cannot normally be cancelled, changed or returned for change of mind, because it cannot reasonably be resold. Changes after approval may require a new order or additional charge, confirmed first.
A customised product is not defective merely because you change your mind about a detail you approved; information or artwork you supplied contained an error we reproduced accurately; it shows minor disclosed 3D-printing characteristics; or a screen displayed colour/scale slightly differently, provided it remains materially consistent with the approved specification. This does not excuse a material fault, damage, misleading description, or failure to produce the item substantially as approved.
Faulty customised products: customised products are not eligible for change-of-mind returns, but this does not affect your rights if a product is faulty, damaged on delivery, not as described, the wrong product, or materially different from the approved design. Please inspect promptly and contact us preferably within 48 hours of delivery (this does not remove or shorten any statutory right). Where a fault is confirmed we provide the remedy required by consumer law (repair, replacement, price reduction, or refund) and pay the reasonable return cost or provide a prepaid label.
Inspect your order on arrival and contact us as soon as reasonably possible if it is damaged, faulty, incomplete or incorrect. For transit damage, notify us preferably within 48 hours and retain the packaging (this does not remove your statutory rights). For qualifying faulty goods, UK consumers may have a short-term right to reject within 30 days; repair or replacement may continue afterwards. Damage from misuse, accident after delivery, unauthorised alteration, improper installation, or normal wear is not a manufacturing defect.
Standard sale products remain covered by this policy and your statutory rights. Gift cards are not returnable or refundable except where required by law. Customised sale products remain subject to the customised-product provisions above.
We do not operate direct exchanges. To obtain a different standard product, return the eligible product and place a separate order once the return is accepted. Customised products cannot be exchanged for change of mind after design approval and the start of production.
We confirm whether a refund is approved after receiving and inspecting a returned product. Approved refunds go to the original payment method within the period required by law and, where UK cancellation rights apply, no later than 14 days after we receive the goods or evidence they were sent back. For a valid 14-day cancellation, the refund includes the basic outbound delivery charge (not any enhanced delivery you chose). For voluntary returns between days 15 and 30, the original delivery charge is not refundable unless the product was faulty, damaged or incorrect. Banks may take additional time; if more than 15 business days have passed since we confirmed a refund, contact 3dprinting@uncreations.co.uk.
Where applicable, EU consumers have a 14-day cooling-off period for online purchases of eligible goods. Goods made to the consumer's specifications or clearly personalised are generally excluded from that change-of-mind right. Customised goods remain protected if faulty, damaged, misdescribed or inconsistent with the agreed specifications.
This policy provides contractual and voluntary return arrangements in addition to your statutory consumer rights. Nothing here excludes, restricts or replaces rights that cannot lawfully be excluded.
Contact: 3dprinting@uncreations.co.uk · +44 7587 162296.