Returns, Refunds and Cancellation Policy

At a Glance

Quick Answers About Returns and Refunds

Online Purchases

Your Right to Cancel an Online Order

For most eligible products purchased online, you have the right to cancel without giving a reason.

You must tell us that you wish to cancel within 14 days, starting on the day after the product comes into your physical possession.

You may also cancel an eligible order before it has been delivered.

Where one order contains several products delivered on different days, the cancellation period normally starts on the day after you receive the final product.

After notifying us, you must return the product without unnecessary delay and no later than 14 days after sending your cancellation notice.

Cancellation Process

How Do I Cancel an Eligible Order?

Send us a clear statement confirming that you wish to cancel your order.

Please include:

• Your full name
• Your order number
• The product you wish to cancel
• The date you received it, where applicable
• A clear statement that you wish to cancel

You do not have to provide a reason for cancelling an eligible order.

We will acknowledge your request and send the appropriate return instructions and return address.

You may use the model cancellation form near the end of this policy, but you are not required to use it.

Change of Mind Returns

How Should I Return an Eligible Product?

Please take reasonable care of the product while it is in your possession.

You may inspect and handle an eligible product in the same way that you reasonably would in a physical shop.

Please return the product:

• Securely packaged
• With any supplied parts and accessories
• With your order number or proof of purchase
• Using the return address supplied by us
• Within 14 days after notifying us of cancellation

Please include the original packaging where it is reasonably available. Not having the original packaging does not automatically remove your statutory rights.

We may make a lawful deduction from the refund where handling beyond what was reasonably necessary has reduced the product’s value.

We do not charge a restocking or cancellation fee when you exercise a statutory cancellation right.

Postage Costs

Who Pays the Return Postage?

Change of Mind Returns

You are normally responsible for the direct cost of returning an eligible product when you cancel because you have changed your mind.

We recommend using a tracked postal or courier service and keeping your proof of postage.

Faulty, Damaged or Incorrect Products

Where a product is faulty, damaged, incorrect, not as described or not fit for an agreed purpose, we will arrange the return or reimburse reasonable return postage where required by law.

Return Instructions

Where Should I Send a Returned Product?

Our registered office is not a shop, showroom, customer service location, customer collection point or general return address.

Requesting return instructions helps us identify your order and process the return correctly.

This does not limit your statutory rights or make the exercise of those rights dependent on our approval.

Bespoke Orders

Can Custom or Personalised Products Be Returned?

The statutory change of mind cancellation right may not apply where a product has been:

• Made to your individual specifications
• Clearly personalised for you
• Created from a unique design you requested
• Produced in a genuinely nonstandard size specifically requested by you
• Marked with a name, personal wording or other individual details

A product is not automatically excluded from cancellation simply because it was 3D printed, manufactured after ordering or described as made to order.

A standard catalogue product produced using standard designs and standard purchasing options may still qualify for cancellation.

Where a product is genuinely made to your individual specifications or clearly personalised, we will make this clear before the order is confirmed where required.

Please contact us immediately if you wish to stop a custom order before production or dispatch. We will review the stage of the order and confirm whether cancellation remains possible.

Product Problems

What If My Product Is Faulty, Damaged or Incorrect?

Aventine Printz Ltd is responsible for supplying goods that are:

• Of satisfactory quality
• Fit for their normal purpose
• Fit for a specific purpose that you made known to us and we accepted
• Consistent with their description

Contact us as soon as reasonably possible if your product is faulty, damaged, incorrect, not as described or not fit for an agreed purpose.

Please provide:

• Your full name
• Your order number
• The product concerned
• A clear description of the problem
• The date the problem was noticed
• Photographs of the product and packaging where reasonably available

Photographs can help us understand and resolve the issue more quickly. We will not use an unreasonable request for photographs to remove or delay your statutory rights.

The 30 Day Short Term Right to Reject

UK consumers generally have a short term right to reject goods that do not meet the required legal standards.

This right normally lasts for 30 days after delivery. Where the right applies, you may reject the product and request a refund.

Your statutory rights do not automatically end after 30 days.

Repairs and Replacements After 30 Days

Where the short term right to reject no longer applies, you may normally be entitled to request a repair or replacement.

A repair or replacement must be provided within a reasonable time and without causing significant inconvenience.

Where repair or replacement is impossible, unsuccessful or not completed within a reasonable time, you may have the right to an appropriate price reduction or a final right to reject the product.

Returning a Faulty Product

We will provide appropriate return instructions after reviewing the issue.

Please do not dispose of, repair, modify or dismantle the product before contacting us unless doing so is reasonably necessary for safety.

Damage caused by misuse, accidental damage after delivery or unauthorised alterations may affect the remedy available where that action caused the problem.

3D Printed Products

Are Layer Lines or Small Surface Variations Defects?

3D printed products are created layer by layer.

Minor layer lines, small surface variations and slight differences in texture or finish may be normal characteristics of the manufacturing process.

Colours may also appear slightly different depending on the filament batch, lighting, screen settings and production process.

These normal characteristics are not necessarily faults where they are consistent with the product description, product photographs, agreed specification and reasonable quality expectations for a 3D printed product.

This does not affect your rights where a product is:

• Damaged or structurally faulty
• Unsafe
• Materially different from its description
• Missing important parts
• Not fit for its normal or agreed purpose
• Affected by a significant manufacturing problem

Refund Information

How and When Are Refunds Issued?

Change of Mind Cancellations

Where you validly cancel an eligible order, we will refund:

• The price paid for the returned product
• The cost of our least expensive standard delivery option where required by law

If you selected a more expensive delivery option, such as express delivery, we are not required to refund the additional amount above the cost of our standard delivery option.

We may make a lawful deduction where handling beyond what was reasonably necessary has reduced the value of the product.

We may withhold the refund until:

• We receive the returned product, or
• You provide reasonable evidence that the product has been sent back

We will process the refund without unnecessary delay and no later than 14 days after receiving the returned product or evidence that it has been sent, whichever occurs first.

Orders Cancelled Before Delivery

Where an eligible order is cancelled before dispatch or delivery, the refund will normally be processed within 14 days after you inform us of your decision to cancel.

Faulty or Incorrect Products

Where you are entitled to a refund for a faulty, damaged, incorrect or misdescribed product, we will process it without unnecessary delay.

The refund may include reasonable delivery and return costs where required by law.

Refund Method

Refunds are normally issued to the payment method originally used for the purchase.

We will use a different method only where you agree.

Your payment provider may require additional processing time before the money appears in your account.

Where a monetary refund is legally required, we will not replace it with store credit unless you freely agree to receive store credit instead.

Partial Refunds

A partial refund may be appropriate where:

• You agree to keep a product with a minor problem
• A lawful deduction applies because unnecessary handling reduced the product’s value
• Only part of an order is being refunded
• A price reduction is the appropriate remedy for faulty goods

We will explain the reason for any proposed partial refund.

Replacement Orders

Do You Offer Exchanges?

We do not currently offer direct change of mind exchanges.

Where a standard product is eligible for return, you may return the original product under this policy and place a separate order for the product you prefer.

If the original product is faulty or incorrect, we may offer a replacement where that is an appropriate legal remedy.

A replacement provided for a faulty or incorrect product is separate from a voluntary change of mind exchange.

Parcel Support

What If My Parcel Is Lost, Delayed or Misdelivered?

Contact us if your order is significantly delayed, lost, delivered to the wrong address or marked as delivered when you have not received it.

Unless you independently arranged a carrier that we did not offer, Aventine Printz Ltd normally remains responsible for the order until it is physically delivered to you or a person you nominated to receive it.

We will review the available tracking information and contact the postal or courier provider where appropriate.

Before contacting us, please check:

• The delivery address entered during checkout
• Any safe place shown in the tracking information
• Whether another household member accepted the parcel
• Whether a neighbour accepted the parcel
• Whether the carrier left a collection or delivery notice

These checks help us investigate the issue. They do not remove our legal responsibility where the parcel has not been properly delivered.

Failed Delivery

What Happens If an Order Is Returned to Sender?

A parcel may be returned to us where:

• The delivery address was incomplete or incorrect
• Delivery was refused
• The parcel was not collected
• The delivery provider could not complete delivery

We will contact you after the parcel has been returned.

Additional delivery costs may apply where redelivery is requested because an inaccurate address was provided, delivery was refused without a valid reason or the parcel was not collected.

This does not affect your rights where the failed delivery was caused by Aventine Printz Ltd or the delivery provider.

Order Verification

What Can Be Used as Proof of Purchase?

We may ask for reasonable evidence that the product was purchased from Aventine Printz Ltd.

Acceptable evidence may include:

• An order confirmation
• An invoice
• A payment record
• An order number
• An email confirmation
• Other reliable evidence of purchase

A paper receipt is not the only acceptable form of proof.

Start a Request

How Do I Request a Cancellation, Return or Refund?

Contact Aventine Printz Ltd using:

Please provide:

• Your full name
• Your order number
• The product concerned
• Whether you are cancelling, reporting a problem or requesting another remedy
• A clear description of the issue
• Relevant photographs where reasonably available

After reviewing your message, we will email the appropriate next steps and return address.

Please do not post a product before receiving the return instructions because using an incorrect address may delay processing.

This does not limit your statutory rights or make those rights dependent on our approval.

Resolving Problems

What About Chargebacks and Payment Disputes?

Please contact us before starting a payment dispute or chargeback where reasonably possible.

Many order, delivery and refund problems can be resolved more quickly when we have an opportunity to investigate them directly.

Contacting us first does not remove or restrict your right to contact your bank, card issuer, payment provider, consumer advice service or another appropriate authority.

Customers Outside the UK

What Applies to International Orders?

Aventine Printz Ltd primarily sells to customers in the United Kingdom.

This policy explains the rights and procedures that generally apply to UK consumer orders.

Where we accept an order from another country, mandatory consumer protection laws in that country may also apply.

Nothing in this policy is intended to remove rights that cannot legally be excluded under the laws applicable to the customer.

Legal Protection

Your UK Statutory Consumer Rights

Nothing in this policy affects your statutory consumer rights.

UK consumer law may provide remedies where goods are:

• Faulty
• Damaged
• Not of satisfactory quality
• Not fit for their normal purpose
• Not fit for a specific purpose agreed with us
• Not as described
• Incorrectly supplied

Relevant UK laws include:

• The Consumer Rights Act 2015
• The Consumer Contracts Information, Cancellation and Additional Charges Regulations 2013

Aventine Printz Ltd has a legal responsibility to provide goods that meet applicable consumer standards.

Business Details

Company and Contact Information

Optional Template

Model Cancellation Form

Complete and send this form only when you wish to cancel an eligible contract.

You do not have to use this form. You may cancel by sending any other clear statement confirming your decision.

Policy Reviews

When Will This Policy Be Updated?

We may update this policy when our products, return procedures, delivery arrangements, business information or legal responsibilities change.

The latest version will be published on this page with an updated revision date.

Updates apply from the date they are published.

An update will not remove statutory rights or unfairly change the agreed terms of an order that was already placed.