Returns and Refunds Policy

Effective date: 1 September 2026

Most RU3D products are manufactured only after an order is placed. Many products are also personalised or made according to customer-supplied specifications.

RU3D does not offer voluntary returns, exchanges or refunds for change of mind. Returns, repairs, replacements and refunds are provided only where required by applicable South African consumer law or expressly agreed to by RU3D in writing.

Nothing in this policy limits any rights that cannot legally be excluded.

Custom, Personalised and Made-to-Specification Products

Products made according to a customer’s specifications or clearly personalised cannot normally be cancelled or returned because the customer has changed their mind.

This includes products manufactured according to customer-selected or customer-supplied:

• Names, wording, logos or personal details

• Colours, materials or finishes

• Measurements, dimensions, scale or required fit

• Designs, sketches, photographs or reference images

• STL files, 3D models or other digital files

• Approved prototypes, previews or design specifications

• Product alterations or personalised combinations

Customers are responsible for checking all spelling, measurements, dimensions, colours, quantities and design details before approving an order.

If a finished product has been manufactured correctly according to the information, model or specifications supplied or approved by the customer, it will not be considered defective solely because:

• The customer supplied incorrect measurements or information

• The customer selected the wrong size, colour or material

• The supplied 3D model contains design or dimensional problems

• The product does not fit an item that was not supplied or accurately measured

• The customer no longer likes the approved design

• The customer no longer requires the product

• The product is unsuitable for a purpose that was not communicated to and accepted by RU3D before production

This does not affect the customer’s rights if the product is defective, unsafe, materially different from the approved specifications or incorrectly manufactured by RU3D.

Order Cancellations

Custom and made-to-specification orders may enter the design or manufacturing process shortly after being placed.

RU3D does not guarantee that an order can be cancelled once it has been submitted. Cancellation requests made before design or production begins may be considered at RU3D’s discretion, but approval is not guaranteed.

Once design work, material preparation or manufacturing has started, custom and personalised orders cannot be cancelled for change of mind unless required by law.

Any cancellation accepted by RU3D must be confirmed in writing.

Standard, Non-Custom Products

A standard product is an item that has not been personalised or manufactured according to customer-specific requirements.

Where the statutory cooling-off period applies to an eligible standard product purchased online, the customer may cancel the transaction within 7 days after receiving the product.

To exercise this right, the customer must notify RU3D in writing within the applicable period and is responsible for the direct cost of returning the product.

RU3D does not provide any additional voluntary return period after the legally required period has ended.

Customers are responsible for taking reasonable care of products awaiting return. Products should not be used beyond what is reasonably necessary to inspect them and should be returned with all supplied components and packaging where reasonably possible.

Defective, Damaged or Incorrect Products

Customers must inspect their orders after delivery and contact RU3D as soon as reasonably possible if a product:

• Arrives damaged

• Is defective or unsafe

• Is materially different from the product ordered

• Does not reasonably match the approved custom specifications

• Is missing products or essential components

• Was manufactured incorrectly by RU3D

Where goods fail to meet the quality standards required by applicable South African consumer law within six months of delivery, the customer may be entitled to return the goods at RU3D’s risk and expense and request a repair, replacement or refund.

RU3D may inspect the product and supporting information to confirm the nature and cause of the reported problem. This inspection will not be used to unreasonably delay or deny a valid statutory remedy.

Circumstances That Are Not Normally Considered Defects

Subject to applicable law, RU3D will not be responsible for problems caused by:

• Misuse, abuse or accidental damage after delivery

• Incorrect assembly, installation or maintenance

• Unauthorised alterations, repairs or modifications

• Ordinary wear and tear

• Exposure to unsuitable temperatures, chemicals, moisture or sunlight

• Applying loads or forces beyond the material’s intended capabilities

• Customer-supplied measurements, specifications, files or designs

• Failure to follow instructions or disclosed product limitations

• Using the product for an undisclosed or unintended purpose

Natural Characteristics of 3D Printed Products

3D printed products are manufactured layer by layer and may display characteristics associated with the production process.

These can include:

• Visible layer lines

• Seams or joining points

• Minor support contact marks

• Slight variations in texture or surface finish

• Small colour differences between material batches

• Reasonable dimensional tolerances associated with 3D printing

These characteristics are not automatically considered defects when the product remains fit for its disclosed purpose and reasonably matches its description and approved design.

Products Damaged During Delivery

If an order arrives damaged, contact RU3D as soon as possible at hello@ru3d.co.za.

Please provide:

• Your name and order number

• Clear photographs of the product

• Photographs of the internal and external packaging

• A description of the damage

• Any relevant courier information

Please keep all packaging until the matter has been resolved, as it may be required for a courier claim.

How to Request a Return or Remedy

All requests must be submitted in writing to hello@ru3d.co.za.

Your request must include:

• Your full name

• Your order number

• The product concerned

• The reason for the request

• Clear photographs or videos where relevant

• Any measurements, files or approvals relevant to the order

• Your requested remedy

Do not send any product back before receiving return instructions from RU3D. Unauthorised returns may delay the assessment and processing of the request.

Return Shipping

For an eligible change-of-mind return of a standard product, the customer is responsible for the direct cost and risk of returning the product.

Where a product qualifies as defective, damaged during delivery, incorrect or materially different from the approved order, RU3D will arrange or cover the reasonable return cost where required by law.

Returned products must be packaged securely. Customers should use a trackable delivery service and retain proof of shipment.

Approved returns must be sent to:

RU3D Returns
116 Sixth Avenue
Fairland, 2170
South Africa

Refunds

Once a returned product has been received and assessed, RU3D will notify the customer of the outcome.

Approved refunds will be issued using the original payment method unless another method is required or agreed in writing.

Refunds arising from an eligible 7-day online cancellation will be processed within the period required by applicable law, which may be up to 30 days from the date of cancellation.

Banks and payment providers may require additional processing time before the refunded amount appears in the customer’s account.

Exchanges and Replacements

RU3D does not offer voluntary exchanges for change of mind.

Where a customer is legally entitled to a replacement, manufacturing and delivery times will depend on the product, material availability and production requirements.

If an identical replacement cannot reasonably be supplied, RU3D will discuss the remedies available under applicable law with the customer.

Invalid or Abusive Claims

RU3D reserves the right to reject a return, refund or exchange request where:

• The request falls outside the customer’s statutory or agreed rights

• The product was manufactured correctly according to the approved specifications

• The damage resulted from misuse, alteration or improper handling

• The customer cannot provide reasonable proof of purchase

• The claim is fraudulent, misleading or unsupported by the available evidence

Any decision will be made in accordance with applicable South African consumer law.

Consumer Rights

If any part of this policy conflicts with a mandatory provision of South African law, the applicable legal requirement will take precedence. The remaining provisions of this policy will continue to apply.

Contact RU3D

For return, refund, repair or replacement enquiries, contact:

Email: hello@ru3d.co.za
Telephone: 076 810 8660