Returns and Refunds Policy

At PML Prints, we offer a mix of ready-to-ship stock items and custom, made-to-order 3D printed pieces. Because of how these items are produced, different return rules apply.

1. Change of Mind Returns & Cancellations

Standard Stock Items (Ready-to-Ship):

Cancellations: If you change your mind after buying, please contact us immediately. As long as we haven't dispatched your parcel yet, we will gladly cancel your order and issue a full refund.
Returns: If your item has already been dispatched, you have 14 days from the date you receive your parcel to change your mind and request a return. The item must be unused, in its original condition, and in its original packaging. The customer is responsible for paying the return shipping costs (we highly recommend using a tracked service).

Custom & Made-to-Order Items:

Change of Mind: Because custom, personalized, and bespoke 3D prints are made entirely to your specifications, they are strictly exempt from the standard 14-day change-of-mind return policy. Once design work or physical production has started, the order is locked in and cannot be cancelled or returned if you simply change your mind.

Faulty Custom Items: Please note that this "no returns" rule applies only to change-of-mind or specification changes. In the rare event that your custom item arrives structurally faulty, damaged, or not as described, you still retain your full statutory rights under the UK Consumer Rights Act 2015. We will gladly assess the issue and arrange a repair, replacement, or refund as appropriate.

2. Damaged or Faulty Items

Your Statutory Rights: If any item arrives structurally faulty, defective, or significantly not as described, you have full legal rights under the UK Consumer Rights Act 2015. This includes a short-term right to a full refund, repair, or replacement within 30 days of delivery. Nothing in our policies affects these statutory rights.

Transit Damage Reporting: We take great care in packaging your items securely. If your order arrives damaged, please contact us promptly with clear photographs of the item and the packaging.

Verification Notice: Please note that we thoroughly inspect and log every item before it leaves our studio. To help us verify a claim and assess the damage quickly, we kindly ask that you provide a clear, continuous video clip showing the item being handled alongside its original packaging and the shipping label. While we may decline claims where the evidence is highly inconsistent or appears digitally manipulated, every situation will be evaluated fairly and in full accordance with your consumer rights.

3D Printing Characteristics: We take immense pride in our print quality, but please remember that FDM 3D printing is an additive manufacturing process. Minor cosmetic variations—such as visible layer lines, tiny surface zits, unavoidable layer seams, support scarring, or slight color variations between filament batches—are a completely normal, unique, and inherent part of how these items are built layer by layer. These characteristics are part of the charm and are not considered manufacturing defects or faults as they are to be expected.

3. How to Process a Return or Claim

If you need to request a return for a standard stock item, or submit a claim for transit damage, please follow these steps:

Contact Us: Send an email to info@pmlprints.com with your order number, the name of the item, and the reason for your request (including the required video/photos for damage claims).
Approval & Shipping: If your return is approved, we will provide you with the return shipping address. Remember, for change-of-mind stock items, you are responsible for return shipping costs.
Inspection & Refund: Once we physically receive and inspect your returned stock item (ensuring it is unused and in its original packaging), we will process your refund. The funds will automatically be applied to your original method of payment. Please allow up to 5–10 business days for your bank or card issuer to process and post the refund.