Refund & Return Policy

1 The short version

We make each piece to order, with your name on it. So:

• Changed your mind, or typed the name wrong? We can cancel and refund you in full any time before we start printing. After that we can’t, and we explain why below.
• Did we get it wrong? Print defect, wrong item, wrong name or colour, broken in transit, never arrived — that’s ours. We replace it or refund you, at our cost, and we don’t argue about it.
• You paid before we printed, because we’re prepaid only and there’s no cash on delivery. So every refund on this page is money going back to the card, account or UPI ID it came from — never a credit note, never a voucher.

Nothing on this page limits your rights under the Consumer Protection Act 2019.

2 Cancelling before we print

Email support@bombay3dstudio.com with your order number and ask us to cancel. If your order has not gone onto a print bed yet, we cancel it and refund the full amount.

Once printing starts, our system locks the order and cancellation is no longer possible. Orders normally enter the print queue within a working day of payment, so if you need to cancel, tell us quickly.

3 Why a personalised item can’t come back

This is the one hard limit in our policy, and we’d rather say it plainly than bury it.

A keychain with someone’s name on it has exactly one buyer in the world: the person who ordered it. We can’t put it back on a shelf, we can’t sell it to anyone else, and we can’t melt it back into filament. The same is true of a QR Code Stand carrying your Wi-Fi password or your UPI ID.

So we cannot accept a return or give a refund for:

• a change of mind after we’ve started printing;
• a name, spelling, capitalisation or spacing you typed and we printed exactly as typed;
• a colour that looked different on your screen than in PLA (screens glow, plastic doesn’t — our swatches are matched to real filament spools, but they are not a calibrated match);
• normal 3D-print texture — visible layer lines and small piece-to-piece variation are how the process works;
• a QR code that scans fine for us but not on one particular phone or in very low light;
• damage from use, drops, or heat after delivery. PLA is rigid, not unbreakable, and it softens in sustained heat.

Please check your preview before you pay. It shows the exact text we will print.

4 What we always put right

If any of these happens, you get a free replacement or a full refund — your choice:

1. Print defect — the piece is cracked, warped, has a failed layer, the text is illegible, or the QR code doesn’t scan under normal indoor light.
2. Wrong item — you got a different product, a different colour, or a different name from what your order confirmation says.
3. Our error on the personalisation — if what we printed doesn’t match what your order records, that’s ours, not yours.
4. Damaged in transit — it arrived broken or the packaging was crushed.
5. Never arrived — the courier lost it. Tell us within 15 days of dispatch and we chase it with the carrier, then replace it or refund you. That window isn’t there to catch you out: our own claim against the courier expires on a fixed deadline from the day they collected the parcel, so telling us late costs us the ability to chase it at all. If you’re past 15 days, still write to us — see §5.
6. Font substitution you didn’t agree to — only Classic Bold is wired into our print pipeline today. If you picked another font we contact you first. If we somehow printed a substitute without telling you, that’s a full refund.
7. A parcel that came back to us undelivered is not one of these, and it’s the one case on this list that isn’t our fault or the courier’s. The goods exist, they’re correct, and they’re sitting in our studio with your name on them. We’ll send them out again free of charge the first time — see /legal/shipping §5. Freight only lands on you on a second failed delivery, or where the address you gave us was wrong. We’d much rather send you your order than refund you and bin a finished piece.

5 How to raise a claim

Within 48 hours of delivery, email support@bombay3dstudio.com with:

• your order number,
• a photo of the piece showing the problem, and
• a photo of the packaging if it’s a transit-damage claim.

Two photos is genuinely all we need — we’re not going to send you a form. We’ll acknowledge your email within 48 hours and tell you what we’re doing about it. If it’s a replacement, we print it on our next available machine slot and dispatch it on the same timeline as a new order.

We ask for 48 hours on damage because transit damage is impossible to distinguish from later damage once time passes. For a parcel that never arrived, the window is 15 days from dispatch (§4.5). If you’re outside either window, still write to us — we’d rather look at it than turn you away on a technicality.

6 Who pays return shipping

We do, on every claim under §4.1 to §4.6. If we need the piece back, we arrange and pay for the pickup, or we reimburse your courier cost against a receipt. You will never pay to send back something we got wrong.

For many small items we won’t ask for the piece back at all — a photo is cheaper for both of us than a return leg. We’ll tell you which applies when we acknowledge your claim.

Because we don’t accept change-of-mind returns on personalised items (§3), there is no customer-paid return shipping on this site at all. The only case where freight ever lands on you is a reship after a delivery has already failed once — a second failed attempt to the same address, or an address that was wrong when you gave it to us. That’s §4.7 here and /legal/shipping §5, and it’s a reship charge, not a return charge. The first failed delivery is reshipped at our cost.

7 How and when you get your money

We’re prepaid only, so there’s no cash-on-delivery refund to arrange. Whatever you paid with is where the money goes back.

• Refunds go back to the same method you paid with. We can’t send a card refund to a UPI ID or vice versa — that’s a payment-network rule, not our preference.
• Card, netbanking and UPI payments made through our payment gateway: we raise the refund with the gateway as soon as we approve your claim. It typically reaches your card or account in 5–7 working days from the day we approve it. The last leg is your bank’s, and we can’t speed that up, but we can and will give you the refund reference.
• UPI payments made directly to our UPI ID: we transfer back to the UPI ID or account the payment came from, within 3 working days of approval.
• Working days here mean Monday to Friday, excluding public holidays in Maharashtra — the same definition as /legal/shipping §3.1.
• We do not issue store credit or vouchers instead of a refund unless you ask for one.
• We never deduct a fee from a refund. You get the full amount you paid.

8 Bulk and corporate orders

Volume, corporate and gifting orders (typically 100 units and up) are not covered by this page. Those run on a written quote and an order agreement with their own terms on advances, batch acceptance, tolerance and rejection rates, and lead times, which you approve before we start. Talk to sales@bombay3dstudio.com or see /bulk.

9 Still not resolved?

Our grievance officer is:

Name

Jagdeep Nagpal

Designation

Proprietor

Email

grievance@bombay3dstudio.com

Address

JP Designs (trading as Bombay 3D Studio), Nagpal House, 35th Road, Khar West, Mumbai, Maharashtra 400050

We acknowledge every complaint within 48 hours and resolve it within one month. In practice the acknowledgement is immediate — writing to either address above gets you an automatic reply with a ticket reference within moments, and a person picks it up after that.

You can also reach the National Consumer Helpline on 1915 or consumerhelpline.gov.in. You don’t have to come to us first.