Store policies Refunds & cancellations

REFUND &
CANCELLATION.

When an order can be cancelled, when a return qualifies, and how refunds are processed.

Refunds, returns & cancellations

Last updated: June 11, 2026

This policy applies to purchases from Pookie 3D Solutions. The product page and order confirmation indicate whether an item is ready-made or custom.

Order cancellation

Ready-made products: cancel free of charge before dispatch. After dispatch, an order cannot be cancelled but may qualify for return under this policy.

Custom or personalised products: cancel free of charge before production starts. This means before design approval or, where no proof is required, within 12 hours of ordering. Once production starts, cancellation is not available.

Visit your orders page to check whether cancellation is available.

Returns and replacements

Ready-made products qualify for return or replacement when they arrive damaged, defective or different from the order, provided you notify us within 48 hours with the order number and clear photos or video of the item and packaging. An unboxing video is strongly recommended and may be required for damage claims. Returned items must be unused and in their original packaging.

Custom products are non-returnable and non-refundable unless damaged, defective or materially different from the approved proof or agreed specifications. We will first offer a free reprint or replacement. If that is not feasible, we will issue a full refund.

Minor colour, surface-texture and layer-line variations are inherent to 3D printing and are not defects. Errors in an approved proof, including spelling or dimensions, do not qualify for refund or replacement.

Non-returnable situations

Damage caused by misuse, drops, heat, sunlight or normal wear after delivery.
Claims made more than 48 hours after delivery.
Custom items made according to an approved proof.
Clearance products marked “final sale”.

Refunds and payments

Approved refunds are initiated within 2 business days of approval, or after we receive the returned item where required. Refunds go to the original payment method and normally appear within 5–7 business days, depending on the bank or provider. We do not issue cash refunds. If the original method is unavailable, payment will be made to a bank account held in the original payer's name.

Failed payments are normally auto-reversed within 5–7 business days. If an order was not confirmed and the amount has not returned, contact us with the transaction reference. Verified duplicate or excess payments are refunded in full.

Return shipping and claims

For a verified damage or defect, we will arrange reverse pickup or reimburse reasonable courier charges against a receipt. Other returns accepted at our discretion are shipped at the customer's cost.