Refund policy

Returns & Refunds Policy

Last updated: 2 November 2025
Store: Print Brothers Co. (3D Printing & Rug Making)
Contact: info@printbrothersco.com
Return address: Unit 9, Ford Farm, TA4 1HS, United Kingdom

30-Day Return Window

You have 30 days from the day you receive your order to request a return.

To start a return, email info@printbrothersco.com with your order number, the item(s) you’d like to return, and the reason. Please wait for our confirmation and instructions before sending anything back—items sent without approval (RMA) will not be accepted.

Eligibility

To be eligible, your item must be:

  • In the same condition you received it—unworn/unused, with tags (if applicable), and in the original packaging

  • Accompanied by the receipt or proof of purchase

Important for handmade/custom items: Minor variations in color, texture, or finish are normal for handcrafted rugs and 3D-printed parts and are not considered defects.

What can’t be returned

  • Custom, made-to-order, or personalized items (most rugs and many 3D prints) unless faulty

  • Digital files, gift cards, and sale/clearance items

  • Items that are used, damaged, altered, or missing parts not due to our error

  • Hazardous materials, flammable liquids, or gases

If you’re unsure whether your item is considered custom/personalized, email us before ordering or returning.

Damages & Issues

Please inspect your order upon delivery. If an item is defective, damaged, or you received the wrong item, contact us within 48 hours with clear photos so we can evaluate and make it right.

Who pays for return shipping?

  • Our fault (defect, damage, wrong item): We’ll provide a prepaid return label for UK returns.

  • Change of mind / non-fault returns: You’ll be responsible for return postage. We recommend a tracked service—lost returns can’t be refunded.

All returns must be sent to:
Unit 9, Ford Farm, TA4 1HS, United Kingdom

Exchanges

For the fastest turnaround, return the item (once approved) and place a new order for the item you want.

Refunds

We’ll notify you once we’ve received and inspected your return. If approved, we’ll refund to your original payment method within 10 business days. Shipping charges are non-refundable unless the return is due to our error.
If more than 15 business days have passed since approval and you haven’t received your refund, please contact info@printbrothersco.com.

EU/UK Cooling-Off Rights

For orders shipped into the European Union (and similarly for the UK under consumer distance-selling rules), you have a 14-day cooling-off period to cancel for any reason. Items must be returned unused, in original packaging, with proof of purchase. This right does not apply to custom or personalized items or to goods made to your specifications.

International Returns & Customs

For returns from outside the UK, any customs duties, taxes, or import fees you paid are non-refundable by us. Mark the parcel as “Returned Goods” to avoid additional import charges.