Refund policy

Refunds & Returns Policy

At Formada3D we stand behind everything we make. This policy explains your rights under the Australian Consumer Law (ACL) and our change-of-mind returns process.

Your Rights Under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

In plain terms: everything we sell must be of acceptable quality, fit for its stated purpose, and match its description and any photos. If there is a major failure with an item, you can choose between a refund or a replacement. For minor failures, we may choose to repair or replace the item within a reasonable time. These rights apply to all our products, including personalised and custom-made items, and nothing in this policy limits them.

Change-of-Mind Returns (30 Days)

On top of your ACL rights, we accept change-of-mind returns within 30 days of delivery, provided that:

  • The item is unused and in its original condition and packaging.
  • You cover the cost of return postage.
  • The item is not a personalised or custom-made product (see below).

Once we receive and inspect the item, we will refund the purchase price (excluding original shipping) to your original payment method.

Personalised & Custom Items

Because they are made specifically for you, the following are excluded from change-of-mind returns: custom wall letters, items made in custom colours, and custom STL prints made through our printing service. These items are still fully covered by the consumer guarantees — if they arrive faulty, damaged, or not as described, please contact us and we will make it right with a repair, replacement, or refund as required by the ACL.

How to Make a Claim or Return

  • Email info@formada3d.com with your order number, a short description of the issue, and photos if the item is faulty or damaged.
  • We will respond within 24 hours with the next steps, including the return address if a return is needed.
  • For faulty items, we cover reasonable return postage costs; for change-of-mind returns, postage is at your expense.

Refunds are processed within 3 business days of receiving the returned item. Formada3D is a Melbourne-based sole trader. ABN available on request.