Overview
Thank you for choosing Sanesra3D. Every part on www.sanesra3d.com is 3D printed to order in our own workshop. Because most orders are custom, this policy is a little different from a standard retail return policy — please read it before placing your order.
This policy applies to all products and services purchased through our website.
Order cancellation
You may cancel your order within 14 days of purchase — provided production has not yet started. Once we have begun printing, the order can no longer be cancelled because the parts are being made specifically for you.
To cancel, email support@sanesra3d.com with your order number as soon as possible. If production has not started, we will refund you in full using the original payment method.
Custom & made-to-order products
Since our parts are manufactured to your specifications — your uploaded files, chosen material, colour, finish and quantity — custom and personalised orders are not eligible for return or refund for change of mind.
This is standard practice for on-demand manufacturing: once we have printed a part to your design, we cannot resell it. Please double-check your files, dimensions and configuration before you confirm the order.
Defective, damaged or incorrect items
We inspect every order before it leaves the workshop, but if something isn't right when it arrives, we will make it right.
- 48-hour window — contact us within 48 hours of delivery to report a defective, damaged or incorrect item;
- Photo evidence — please include clear photographs of the part and, where relevant, the packaging;
- Resolution — after we verify the issue we will offer a free replacement or a refund, at our discretion.
How to request a refund or replacement
Email support@sanesra3d.com with:
- Your order number;
- A short description of the issue;
- Photos of the affected part(s) and packaging if applicable.
We usually respond within one business day. Please do not ship any parts back to us until we have confirmed the return in writing.
Refund processing
Once your refund is approved, the amount is returned to your original payment method within 5–10 business days, depending on your bank or payment provider. Sanesra3D does not charge any additional processing fees.
If more than 10 business days have passed and you have not received the refund, please check with your bank first, then contact us and we will chase it up on our side.
Return conditions
Where a return has been approved in writing, the following conditions apply:
- The request was made within the allowed timeframe (see Section 04);
- The item is unused and in its original condition and packaging;
- The issue is not related to a customer-provided design error;
- The item is not on the non-refundable list below.
We reserve the right to refuse a return at our sole discretion if these conditions are not met.
Non-refundable items
The following are not eligible for return or refund, except where required by applicable law:
- Custom, personalised or made-to-order parts (change of mind);
- Items purchased on sale, discount or under promotional offers;
- Parts damaged by misuse, modification or normal wear after delivery;
- Issues caused by files, tolerances or specifications provided by the customer.
Return shipping
If a return is approved, you are responsible for return shipping costs, unless the return is due to our error (in which case we cover it).
Please use a trackable and insured shipping service. Sanesra3D is not responsible for parts lost or damaged in return transit, and we cannot issue a refund until the returned item is received or delivery is confirmed.
Return address:
Gifts
If the item was marked as a gift at checkout and shipped directly to you, an approved return is refunded as a gift credit to the value of the item once the return is received.
If the item was not marked as a gift, or the gift giver had the order shipped to themselves first, the refund is issued to the original payment method used by the buyer.
Acceptance
By placing an order with Sanesra3D you acknowledge that you have read, understood and agreed to the terms of this Refund & Return Policy. This policy sits alongside our Terms of Service, Privacy Policy and Shipping Policy.
Contact us
Any questions about a refund, return or replacement? We're here to help:
- Email — support@sanesra3d.com
- Website — www.sanesra3d.com