Returns & refunds

Most of what we make is produced to order, and a lot of it is personalised just for you — so returns work a little differently to buying something off a shelf. Your rights under the Australian Consumer Law always apply alongside this policy.

Your rights under the Australian Consumer Law

Regardless of anything else in this policy, you may be entitled to a repair, replacement or refund if your order fails to meet a consumer guarantee — for example, if it’s faulty, unsafe, significantly different from how it was described, or not what you ordered. If a product is confirmed faulty, we’ll cover reasonable return costs consistent with the Australian Consumer Law.

Change of mind

D²ThreeD doesn’t have to offer a refund or exchange simply because you’ve changed your mind. Because most items are personalised or made specifically to your order, we generally can’t accept change-of-mind returns once production has started. This doesn’t affect your rights above if an item is faulty, unsafe, incorrectly supplied, or materially different from how it was described. If your item isn’t personalised and hasn’t yet entered production, contact us and we’ll do what we reasonably can to help — see our Cancellations policy for how cancelling before production works.

Personalisation mistakes

We produce personalisation exactly as you enter it when you order, so please double-check spelling, names, dates and wording carefully before confirming. If we made an error against what you actually submitted, we’ll fix it at no cost. If the mistake was in what was originally entered, let us know — we’ll see what we can do, which may include remaking it at a reduced cost where that’s practical.

Faulty, damaged or incorrect items

If your order arrives damaged, faulty, or isn’t what you ordered, email us a photo and your order number and we’ll assess it and arrange a repair, replacement or refund. We may reasonably ask for proof of purchase, like your order confirmation email.

How to request a return

Email admin@d2threed.com with your order number and a short description of what’s wrong (and a photo, if relevant) — we reply personally, not via a ticket system.