Refunds & Returns Policy

Last updated: 17 November 2025

We back our craftsmanship and digital services with clear remedies and support pathways if something does not go to plan.

1. Overview

This Refunds and Returns Policy outlines how SHAP3D Pty Ltd addresses change-of-mind cancellations, service faults, and delivery issues for our digital conversion and 3D printing services. It operates alongside your rights under the Australian Consumer Law (ACL).

Floorplan-to-3D conversion services are customised digital deliverables. Once work has commenced on a project, refunds are generally unavailable unless we fail to deliver the agreed scope.
If you cancel before work commences, we can provide a full refund of any upfront fees. After work commences, a partial refund may be offered at our discretion based on work completed.

Each printed model is manufactured to order. We reprint or replace at no cost if the model arrives damaged, is materially defective, or does not match the approved specification.
Notify us within seven (7) days of receipt with photos and a clear description of the issue. We may request return of the original model for inspection. Return shipping for approved claims is covered by SHAP3D.
Change-of-mind returns are not accepted once production has commenced, given the bespoke nature of the product.

We ship using tracked carriers. If your parcel is delayed beyond the estimated delivery window, contact us and we will liaise with the carrier.
If the carrier confirms a parcel is lost, we will arrange a replacement print or a refund at your choice.

Minor surface variations or colour differences inherent to additive manufacturing processes are not considered defects.
If your model requires design adjustments after delivery, we offer discounted reprints where the required changes fall outside of the originally approved brief.

Email info@shap3d.au with your order number and a summary of the issue.
Attach supporting documentation such as photos, videos, or annotated plans where relevant.
Our team will respond within two (2) business days with next steps, which may include troubleshooting tips, repair options, or arranging a reprint or refund.

Nothing in this policy limits your rights under the Australian Consumer Law. You may be entitled to a repair, replacement, or refund where goods or services are defective, not fit for purpose, or fail to match the description provided.

We review this policy regularly to ensure it remains accurate and compliant. Changes take effect when posted at shap3d.au/refunds-and-returns.