Changing your mind
For eligible products bought online, you may cancel your order within 14 days of receiving it without giving a reason. After telling us that you wish to cancel, you have a further 14 days to send the item back.
Returned products should be unused, complete and in the condition in which you received them. You may inspect a product as you would in a shop. We may reduce a refund if the product has been handled beyond what is reasonably necessary and its value has been reduced.
Personalised and custom-made products
Change-of-mind cancellation does not apply to products made to your individual specifications or clearly personalised for you. This includes custom designs, customer-uploaded models, names or personalised text, and one-off products made to unique measurements.
A standard Gus 3D catalogue product is not treated as personalised merely because we print it after you order it. Eligible catalogue products remain covered by the 14-day cancellation period above.
Faulty, damaged or incorrect products
If an item arrives damaged, is faulty, is not as described or we sent the wrong product, contact us as soon as possible. We will arrange an appropriate remedy, which may be a repair, replacement or refund. This applies to personalised and custom-made products too.
Gus 3D will cover reasonable return costs when a product is faulty, damaged, incorrect or not as described. Please contact us before posting it so we can give you the correct return instructions.
Return postage and refunds
For an eligible change-of-mind return, you are responsible for the cost of sending the product back. We recommend using a tracked service and keeping proof of postage.
We will refund the product price and the original standard-delivery charge within 14 days of receiving the returned product, or of receiving satisfactory evidence that it has been sent back, whichever is earlier. If you selected a delivery service costing more than our standard option, the additional delivery cost is not refundable.
Refunds are made to the original payment method. Bank and card processing times are outside our control once the refund has been issued.
Exchanges
We do not offer direct exchanges. If an eligible product is unsuitable, return it for a refund and place a new order for the product you want.
Cancel before dispatch
Contact us immediately if you need to cancel. If production or dispatch has not begun, we will do our best to stop the order. Personalised and custom work may not be cancellable once production has started.
Start a return
Email support@gus3d.uk with your order number, the product you wish to return and the reason. For damage or faults, please include clear photographs if possible. We will reply with the return address and instructions.
Nothing in this policy limits your rights under UK consumer law.