Legal
Refunds & cancellations
Honest terms for a product that is made specifically for you.
Draft for review. These terms are a working draft prepared alongside the product and have not yet been reviewed by a lawyer or finalised against Indian consumer-protection and data-protection requirements. They are published here for transparency during the build, not as a binding agreement.
Why this policy is different
Nothing we sell is stock. Once you approve your preview and check out, your piece enters production specifically for you — your photo, your choices, your name on the base. That means, unlike a standard product, we generally cannot resell a cancelled or returned keepsake to someone else, so our policy has to be different from a typical retailer’s.
Cancelling before production starts
You can cancel or change your order for a full refund any time before the 3D model enters production. If you check out and then realise something is wrong — a misspelled name, the wrong photo, a change of heart — email support@1labs.ai immediately with your order number. If production hasn’t started, we will cancel and refund you in full.
Once production has started
Once the 3D model is being built and printed, your piece is personalised and generally non-refundable, because the work and material committed to it are specific to your order. If you need to cancel after this point, contact us and we’ll tell you honestly whether it’s still possible and what, if anything, can be refunded.
Arrived damaged
If your keepsake arrives broken or damaged in transit, email us photos of the damage and the packaging within 7 days of delivery. We will remake and reship it at no extra cost to you.
Doesn’t match what you approved
If the finished piece doesn’t reasonably match the digital preview you approved — the wrong person, a significant likeness error, or a fault caused by us — we will remake it at no charge, or refund you, whichever you’d prefer. This does not cover the honest differences between a digital preview and a physical object described in Preview vs. print, which are expected rather than a fault.
How to reach us
For any cancellation, refund or remake request, email support@1labs.ai with your order number and, if relevant, photos. We reply as quickly as we can.