Refund policy

We want you to love your purchase from 3D Fidglets. If something isn’t right, we’re here to help.

Nothing in this policy affects your statutory rights under UK consumer law.

1. CHANGE OF MIND RETURNS (UK 14-DAY RIGHT TO CANCEL)

If you are a UK customer buying online, you have the right to cancel your order within 14 days of receiving your items, under the Consumer Contracts Regulations.

To start a cancellation/return, you must contact us within 14 days of delivery at:

📩 hello@3dfidglets.co.uk

You then have a further 14 days to return the item(s) to us.

To be eligible, items must be:

• Unused
• In their original condition
• In original packaging (where applicable)
• Returned with proof of purchase

Once approved and received back, we will issue a refund to your original payment method.

You are responsible for:

• Return postage costs (unless the item is faulty or incorrect)
• Items lost or damaged in return transit

We recommend using a tracked service.

2. CUSTOM & PERSONALISED ITEMS

Certain items are made to order or customised (for example, products where you choose colours, tiles, components, or personalised features).

Under UK law, customised items cannot be returned or refunded unless they are faulty.

This includes (but is not limited to):

• Clicklet builder/custom configurations
• Any product made specifically to your selection

If a customised item is faulty, please contact us and we will put it right.

3. 30-DAY STORE RETURNS POLICY

In addition to your 14-day legal cancellation right, we offer a voluntary 30-day return window from the date you receive your items, provided:

• The item is non-custom
• It is unused, undamaged and in re-saleable condition
• You contact us first to request a return

Returns received without authorisation may be refused.

4. DAMAGED OR FAULTY ITEMS

Please inspect your order on delivery and contact us as soon as possible if:

• Your item is damaged
• Your item is faulty
• You received the wrong item

 

Email us at hello@3dfidglets.co.uk with:

• Order number
• Description of the issue
• Photos of any damage/fault

 

If the item is confirmed faulty, we will:

• Repair, replace, or refund — in line with the Consumer Rights Act 2015
  
• Cover reasonable return postage costs (if return is required)

5. EXCHANGES

We may be able to offer exchanges for non-custom items, subject to stock availability.

Please email hello@3dfidglets.co.uk to discuss this before returning any items.

Exchanges are treated as a return + new order.

6. HOW TO REQUEST A RETURN

1. Email hello@3dfidglets.co.uk with your order number
2. Wait for return approval and instructions
3. Send the item back within the required time window
4. Keep proof of postage

We cannot accept unexpected or unauthorised returns.

7. REFUNDS

Once your return is received and inspected, we will email you to confirm approval or rejection.

If approved:

• Refunds are issued to your original payment method
• Processing time is typically 5–10 working days, depending on your bank or card provider

Delivery charges are non-refundable unless the product is faulty or we made an error.

8. NON-RETURNABLE ITEMS

We cannot accept returns for:

• Custom or personalised items
• Used items
• Items damaged after delivery
  

9. RETURN ADDRESS

A return address will be provided once your return request is approved.

Please do not send returns without contacting us first.

10. QUESTIONS

We’re happy to help — email us at:

📩 hello@3dfidglets.co.uk