Refunds & cancellations

Made for you, so it works a little differently

Every Kindly Object is 3D printed after you order. Catalogue objects use the listed design and your selected finish and size. Photo-based keepsakes are made from your approved concept. Our cancellation cut-off is when preparation and printing begin, as explained below.

Cancelling an order

You can cancel for a full refund while your order is still waiting to begin. Email [email protected] with your order number as soon as you can, and we’ll confirm the cancellation.

Once your order is processing

When your order moves to processing — the moment we start preparing and printing your piece — it can no longer be cancelled, changed or refunded. The materials, machine time and craft are already committed to your piece alone.

If your piece then arrives damaged or isn’t what you approved, we’ll make it right with a replacement. Our Returns & exchanges policy explains how, including the 7-day window and the unboxing video or photos we ask for.

When a refund applies

• You cancel before your order starts processing.
• We cancel your order ourselves — for example, if a photo can’t be used to make a good piece.

In both cases, the refund is in full, including any shipping you paid.

How refunds are paid

Refunds are issued by One Infinity Labs, Inc. to your original payment method, in USD. We start the refund within 7 working days of confirming it. Your bank or payment provider then usually takes 5–10 working days to show it in your account. There’s never a fee for a refund.

We’re here to help

For anything about an order, write to [email protected] with your order number. For any other question, write to [email protected].