Legal

Returns & exchanges

If something isn't right, we'll make it right — here's how.

Last updated 12 October 2026. Orders on this site are sold by One Infinity Labs, Inc.

The short version

Every piece is made to order for you, so we don’t accept returns for a change of mind.
If your piece arrives damaged or isn’t what you approved, we replace it at no cost.
Tell us within 7 days of delivery, with your unboxing video or photos.

Please record your unboxing

When your parcel arrives, take a short video as you open it — starting with the sealed parcel and ending with your piece in hand. If a video isn’t possible, take clear photos of the sealed parcel, the packaging and the piece as you unpack it. We’ll remind you in your order confirmation email.

It takes a minute, and it lets us resolve anything quickly and fairly, without back and forth. Without an unboxing video or photos, we may not be able to accept a claim for damage or a missing item.

One window for every request: 7 days

Any request about a delivered piece — damage, an exchange, or a question about how it was made — needs to reach us within 7 days of delivery. After that, we’re unable to accept returns or exchanges, though we’re always happy to help with care questions.

3D printed, so small variations are natural

Each piece is 3D printed layer by layer and finished by hand. We use careful processes and the best techniques we know to give you the highest quality we can — and, as with anything made this way, small variations are part of its character:

faint layer lines or a gentle texture on some surfaces,
a slight difference in colour or finish from what you saw on screen,
very fine details, like strands of hair or small text, appearing a little softer.

These are natural in a 3D-printed, made-to-order object and aren’t considered defects. Preview vs. print explains more.

When we’ll replace your piece

We’ll make a new piece and send it to you at no cost when:

It arrived damaged or defective — broken, chipped, crushed in transit or with a production defect, shown in your unboxing video or photos.
It isn’t what you approved — the wrong person or pet, the wrong text or finish, or a clear likeness error on our side.
It never arrived — tracking shows the parcel lost in transit.

Most of the time you won’t need to send anything back — your video or photos are enough. If we do need the piece, we’ll arrange the return and cover its cost.

What we can’t accept

A change of mind once your order is processing.
The small, natural variations of 3D printing described above.
Details you saw and approved in your preview, such as a spelling, crop or finish.
Damage that happens after delivery.
Requests that reach us more than 7 days after delivery.
Damage or missing-item claims without an unboxing video or photos.

How to request an exchange

Email [email protected] within 7 days of delivery with:

your order number,
a few words on what’s wrong, and
your unboxing video or photos.

We’ll reply with the next step. Please don’t post anything back until we’ve confirmed — otherwise we may not be able to match it to your order.

Refunds

Once an order is processing, we don’t offer refunds — a replacement is how we put things right. Refunds apply only to orders cancelled before processing begins; see Refunds & cancellations.

Your statutory rights

Nothing on this page limits any right you have under the consumer protection law that applies to you. Where this policy and the law differ, the law wins.