Welcome to Dream 3D, where your satisfaction is our top priority. We understand that occasionally, circumstances may arise that require you to return or cancel a product or service. We are committed to providing you with a transparent and fair process for returns, refunds, and cancellations, in full compliance with UK consumer protection laws. This policy outlines the procedures and guidelines for these situations, ensuring a seamless experience for our valued customers.

Please take a moment to read through this policy carefully to understand your rights and responsibilities when seeking a return, refund, or cancellation. If you have any questions or require further assistance, our dedicated customer support team is here to assist you.

At Dream 3D, we are dedicated to upholding the highest standards of quality and customer service. We appreciate your trust in us and strive to make your shopping experience enjoyable and hassle-free.

Thank you for choosing Dream 3D.

Return and Refunds:

If you wish to change your decision and return your order, you have a window of 14 days from the date of order to notify us. Following this notification period, you are granted an additional 14 days to physically return the item to us.

To qualify for a full refund, the item in question must meet the following criteria:

1. It must remain unopened and unused.
2. It should be in the same pristine condition as when you initially received it.
3. The item must be in its original packaging.
4. You must provide proof of purchase along with the return.

Please be aware that we cannot be held liable for any losses incurred during the return process. To initiate the return, kindly notify us via email at info@dream3d.co.uk before sending the item back. We will confirm the specific return address, which may differ from our primary address.

It is your responsibility to cover the delivery costs associated with returning the item.

Once we receive the returned item and confirm that all the aforementioned conditions are met, we will promptly initiate a refund to your original payment method. We appreciate your patience as we conduct a thorough inspection of returned items. Please note that the assessment period may be longer for 3D printers due to their inherent complexity compared to filaments and spare parts.

The timeframe for you to receive the credited amount hinges on the policies of your card issuer or bank. We will expedite the refund process as swiftly as possible on our end.

Damage or Incorrect Item:

We kindly request that you perform a thorough inspection of all items immediately upon their arrival to confirm their correctness and verify that they are free from any damage. In the event that you discover an incorrect item or any damage, please notify us promptly within 48 hours of receiving the items.

To communicate such issues, you can reach out to us via email at info@dream3d.co.uk. In the case of damaged items, we kindly ask that you provide a clear photograph of the damaged item for our records.

Rest assured, upon notification, we will swiftly make arrangements to rectify the situation. For incorrect items, we will expedite the shipment of the correct item to you as soon as possible, and you will not incur any additional charges. Additionally, if you have received a damaged item, we will also replace it at no cost to you.

Cancellations:

You have a 14-working-day window from the date of receiving your goods to cancel your order, in accordance with the Distance Selling Regulations. These regulations grant you consumer rights, including the entitlement to a refund if you request one within this specified period. Please note that this refund will not include any delivery charges. To initiate a cancellation, simply contact us via email at info@dream3d.co.uk or by phone at 01483 479908 within these 14 working days. While you are not obligated to provide a reason for cancellation, a brief explanation would be appreciated as it aids us in enhancing our future services. It’s important to be aware that the cost of returning the goods to us is your responsibility.

If you are unable or unwilling to return the cancelled goods to us, we will make arrangements for their collection. In such cases, you will receive a full refund, excluding the collection and delivery charges.

Additionally, any free gifts or products that were part of an offer (e.g., a “3 for 2” deal) must also be returned.

After the initial 14-day period has passed, what you might perceive as a cancellation will be considered a ‘Return’ instead.

Please keep in mind that this cancellation policy does not impact your legal rights, which remain intact and unaffected. If you have any further questions or require clarification regarding your rights or the cancellation process, please do not hesitate to reach out to us. Your satisfaction is important to us, and we are here to assist you.

Cancellation Policy for Products Dispatched Directly from International Suppliers:

For some products that are dispatched directly from any of our International Suppliers, please be aware that once we have placed the order with the supplier and the order has been dispatched by them, the cancellation of your order may not be possible. Due to the longer shipping times and substantial shipping costs, immediate payment is often required by the International supplier, we recommend careful consideration before placing an order for these products.

If you decide to cancel your order for such products after it has been placed with our International supplier and payment has been made, please understand that we may not be able to return the item to the supplier, and a refund may not be feasible.

We strongly advise customers to thoroughly review product details, specifications, and any other relevant information before finalizing an order for products dispatched directly from one of our International Suppliers.

This cancellation policy applies exclusively to items dispatched directly from our International suppliers and does not affect your legal rights regarding other products in our range. For products not dispatched from one of our International suppliers, our standard

cancellation policy, as outlined herein, shall apply.

Customer Responsibility for Proper Usage of Manufacturing Machines:

Our company sells a range of manufacturing machines that come with detailed instructions and guidelines for proper usage. It is essential for customers to follow these instructions meticulously to ensure the machine functions as intended and to prevent any potential damage.

In cases where a customer does not adhere to the provided instructions and, as a result, experiences issues with the machine’s performance, damage to the machine, or unsatisfactory results, we regret that we may not be able to offer a refund.

We understand that complex machinery can sometimes pose challenges, and we are committed to providing assistance and support to our customers in troubleshooting and addressing issues. However, when the problem arises due to non-compliance with the provided guidelines, our ability to provide a refund may be limited.

We encourage customers to reach out to our customer support team promptly if they encounter any difficulties or uncertainties regarding the proper operation of the machine. Our team is here to assist in resolving issues and ensuring a positive experience with our products.

Please note that this clause is not intended to absolve us of our responsibility for supplying functional and quality machines. If a machine is found to have a genuine manufacturing defect or fault, the manufacturer warranty policies will apply.

Thank You!

At Dream 3D, we greatly appreciate your business and the trust you place in us. Our commitment to delivering exceptional products and services is unwavering. We hope you found our Returns, Refunds, and Cancellations Policy clear and informative.

Your satisfaction remains our priority, and we are here to assist you throughout your journey with us. If you have any further questions, concerns, or require assistance regarding returns, refunds, or cancellations, please do not hesitate to contact our dedicated customer support team.

Once again, thank you for choosing Dream 3D.