Refund & Cancellation Policy

At The First Layer, most of our items are 3D printed specially for you. Each print takes time, materials and care, so our refund and cancellation rules are a bit different from a normal online shop. We’ve tried to keep everything simple and easy to understand. This policy works alongside your rights under UK consumer law.

Custom-Made Products

Because every 3D print is made just for you, we usually cannot cancel or refund an order once printing has started. At that point, the material and time have already been used.

Returns

We can normally accept returns only if:

  • the item arrived damaged or faulty;
  • you received the wrong item;
  • we agreed a return beforehand for a specific reason.

Please contact us within 7 days of receiving your order if something isn’t right.

Damaged or Defective Items

If your item arrives damaged or not working as expected, please get in touch as soon as you can and send us:

  • your order number;
  • a short note about the issue;
  • clear photos of the item and the packaging.

We’ll take a look and may offer a repair, replacement or refund depending on what happened.

Order Errors

If we make a mistake (for example, the wrong colour, model or size), we’ll fix it at no extra cost to you. We’ll either replace the item or offer a suitable solution.

Delivery Issues

If your order is delayed or seems lost, please let us know as soon as possible. We’ll speak to the delivery company and help sort it out.

No Refunds On

We can’t usually offer refunds for:

  • items damaged after delivery through accidents or misuse;
  • items that have already been used;
  • small surface marks or slight colour variations that naturally occur in 3D printing;
  • custom prints that were made exactly as requested and approved.

How to Request Help

If you need help with your order, please reach out through our Contact page or email us with:

  • your order number;
  • your name;
  • a short description of the problem;
  • photos if they help explain the issue.

Cancellations

You may request a cancellation before we start 3D printing your item. Once printing begins, cancellations are normally not possible because each product is made specially for you.

This policy does not affect your statutory rights under UK consumer law.