Refund and Returns Policy

Last Updated: 11 July 2025

At Monkeys 3D Prints, we want you to be completely satisfied with your purchase. This policy explains your rights and our procedures for returns and refunds, in compliance with UK law.

Our policy differs for standard “off-the-shelf” products and for custom-made or personalised items. Please read the relevant section carefully.

Section 1: Standard Products

This section applies to non-customised items such as photography prints, greetings cards, or pre-made products sold on our website.

Your Right to Cancel (The “Cooling-Off” Period)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order for any reason within 14 days of receiving your goods.

  • To exercise this right: You must inform us of your decision to cancel within this 14-day period. You can do this by sending a clear statement to our email address: returns@monkeys3dprints.co.uk. You may use the Model Cancellation Form at the end of this policy, but it is not obligatory.
  • Returning the goods: Once you have notified us, you have a further 14 days to return the goods to us.
  • Return Condition: Goods must be returned in their original condition, unused and, where possible, in their original packaging. We reserve the right to make a deduction from your refund for any loss in value of the goods supplied, if the loss is the result of unnecessary handling by you.
  • Return Postage: You, the customer, are responsible for paying the cost of return postage for cancellations. We recommend using a tracked service, as we cannot be held responsible for items lost in transit.
  • Refunds: We will refund you the price you paid for the products, including the cost of the original standard delivery. We will process your refund within 14 days of receiving the goods back from you. The refund will be made to your original payment method.

Section 2: Custom-Made and Personalised Products

This section applies to any product that is made to your specific requirements. This includes, but is not limited to:

  • 3D prints generated from files you have uploaded.
  • Any product that has been personalised with names, dates, or custom text.
  • Custom photography services or prints made to a specific size not offered as standard.

Exemption from the Right to Cancel

The standard 14-day cooling-off period does not apply to custom-made or personalised goods. This is a legal exemption under the Consumer Contracts Regulations 2013.

Once you have placed an order for a custom item and work has begun, you are not able to cancel the order for a full refund.

Section 3: Faulty, Damaged, or Incorrect Goods (Your Statutory Rights)

This section applies to all products, both standard and custom-made. Your statutory rights under the Consumer Rights Act 2015 are not affected.

You have a right to a refund, repair, or replacement if the goods you receive are:

  • Not of satisfactory quality
  • Not fit for purpose
  • Not as described

What to do:

  1. Please inspect your order upon receipt. If you believe your item is faulty, damaged, or incorrect, please contact us within 30 days of receiving your goods at info@monkeys3dprints.co.uk.
  2. In your email, please include your order number, a description of the issue, and clear photographic evidence of the fault or damage.
  3. We will assess the issue and get back to you promptly with a solution.

Your Rights for Faulty Goods:

  • Within 30 days of receipt: You are entitled to a full refund.
  • After 30 days (but within 6 months): We will offer a repair or a replacement for the faulty item. If a repair or replacement is not possible, or if it fails, you will then be entitled to a full refund.
  • Return Postage for Faulty Goods: We will cover the cost of reasonable return postage for any item that is confirmed to be faulty, damaged, or sent in error by us. We will provide instructions on how to return the item.

How to Return an Item

  1. Contact Us First: Please do not send items back without contacting us first at info@monkeys3dprints.co.uk.
  2. Package Your Item: Please ensure the item is packaged securely to prevent damage during its return journey.
  3. Address for Returns: 
Monkeys 3DPrints,
24 Lower Cannon Road,
Heathfield,
Newton Abbot,
TQ12 6SU

Model Cancellation Form

(Complete and return this form only if you wish to withdraw from the contract for standard goods within the 14-day cooling-off period)

To: Monkeys 3D Prints, [Your Full Address], [Your Email Address]

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods:

Order Number:
Ordered on [*] / received on [*]:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:

[*] Delete as appropriate.