Returns, reprints, repairs, and refunds

Australian Consumer Law comes first

Products and services supplied to consumers come with automatic guarantees under the Australian Consumer Law. A website policy cannot remove those guarantees.

For a major problem with goods, you may be entitled to choose a refund or replacement. For a minor problem, Slicer3DLab will have a reasonable opportunity to repair, reprint, replace, or otherwise fix the issue. Different remedies apply to services and to reasonably foreseeable loss or damage.

Tell us about a problem

• Contact hello@slicer3dlab.au or use the contact page with your quote reference, a clear description of the problem, and the outcome you are seeking.
• For transit damage, an incorrect item, or missing parcel, contact us as soon as practical. Reporting within 7 days helps preserve photos, packaging, and carrier evidence, but it does not shorten any right you have under the Australian Consumer Law.
• Photos of the product, packaging, label, and issue can help us assess the matter. We may ask reasonable questions or arrange an inspection.
• Keep your quote, payment record, account history, email, or another reasonable proof of purchase. You do not need the original packaging to request a remedy for a product that fails a consumer guarantee.

Major and minor problems

• A major problem can include a product that is unsafe, substantially different from its description or approved specification, unfit for a disclosed purpose and not easily fixed, or affected by a problem that would have stopped a reasonable customer buying it.
• For a major problem with goods, the customer generally chooses between a refund and replacement, or may keep the goods and seek compensation for the reduction in value.
• For a minor problem, Slicer3DLab may choose a suitable free repair, reprint, replacement, or other fix within a reasonable time.
• If a minor problem is not fixed within a reasonable time, further rights may become available. Service remedies depend on whether the service problem is major or can be corrected.

Custom, personalised, and made-to-order work

Because custom work is prepared for a particular customer, Slicer3DLab does not offer an automatic change-of-mind return after design preparation, material ordering, printing, or post-processing has started.

That change-of-mind position does not affect a remedy required by the Australian Consumer Law. A personalised item can still qualify for a remedy if it is faulty, unsafe, materially different from the agreed description, or otherwise fails a consumer guarantee.

Customer-supplied content and approved details

• Please check spelling, names, dates, dimensions, quantities, colours, and proofs carefully before approval.
• If the supplied file, wording, dimension, or instruction contains an error and the finished work accurately follows the approved information, that issue will not usually be a manufacturing fault or change-of-mind return.
• This does not remove rights where Slicer3DLab failed to exercise due care and skill, failed to follow the agreed specification, or should reasonably have identified and raised an obvious production issue.
• Misuse, accidental damage after delivery, unapproved alteration, or use outside the reviewed purpose may not be covered unless the law requires a remedy.

Return and inspection arrangements

• Contact us before posting an item so we can provide the correct return or inspection instructions and avoid unnecessary cost.
• For a small item that can reasonably be posted, you may initially need to return it for assessment. If the item is confirmed to have a problem covered by a consumer guarantee, Slicer3DLab will reimburse reasonable return costs.
• If an item is too large, heavy, or difficult to return, we will discuss collection or another reasonable inspection method where required.
• If inspection shows there is no product problem, you may be asked to pay reasonable transport or inspection costs only after receiving an estimate and where the law permits.

Refunds and timing

When a refund is the agreed or legally required remedy, it will normally be returned using the original payment method or another agreed method. Slicer3DLab will process an approved refund within a reasonable time and confirm the expected timing.

Financial institutions can take additional time to show a completed refund. Contact us if the confirmed processing period has passed.

Change-of-mind requests before work starts

If you change your mind before Slicer3DLab has started design preparation, ordered material, printed, or incurred another job-specific cost, contact us promptly. We may agree to cancel or vary the job, but there is no automatic change-of-mind right unless the law or the accepted quote provides one.

Any agreed deduction must reflect a genuine, disclosed cost and must not operate as a fee or condition on a remedy required by law.

Questions

For return, reprint, repair, replacement, or refund questions, contact hello@slicer3dlab.au or use the website contact page. Slicer3DLab is based in Brisbane, Queensland, Australia.