Returns & Refund Policy
At Fusion Form 3D, we want you to be happy with your purchase. If there is a problem with your order, please contact us and we’ll do our best to make it right.
Change of Mind
If you change your mind about a purchase, we may accept a return for eligible non-personalised products, provided:
- The item is unused and in its original condition.
- The item has not been damaged, modified or altered.
- The item is returned with its original packaging where reasonably possible.
- You contact us within 14 days of receiving your order.
Return postage for change-of-mind returns is the responsibility of the customer, unless otherwise agreed by Fusion Form 3D.
We reserve the right to refuse a change-of-mind return where the product does not meet these conditions.
Personalised & Custom-Made Products
Because personalised and custom-made products are created specifically for you, we generally do not accept returns for change of mind on personalised or custom-made items.
This does not affect your rights under the Australian Consumer Law. If a personalised or custom product is faulty, damaged, incorrectly made, or does not match the agreed specifications, please contact us so we can assess the issue and provide an appropriate remedy.
Faulty, Damaged or Incorrect Items
If your product:
- Arrives damaged;
- Is faulty or defective;
- Is significantly different from the product description; or
- Is the wrong item or personalisation,
please contact us as soon as possible.
Please provide:
- Your order number;
- A description of the problem; and
- Clear photographs or video showing the issue where appropriate.
Depending on the circumstances, we may offer a repair, replacement, refund or other appropriate remedy in accordance with your rights under Australian Consumer Law.
Incorrect Personalisation
Please carefully check your spelling, names and other personalised information before placing your order.
Where the product has been made exactly according to the information provided by the customer, Fusion Form 3D cannot generally accept responsibility for spelling or personalisation errors supplied by the customer.
If we made an error during production, please contact us and we will work with you to resolve the issue.
How to Request a Return
To request a return or report a problem with your order, please contact us through our Contact Us page and include your order number and details of the issue.
Please do not send an item back before contacting us and receiving return instructions.
Refunds
Once an approved return has been received and assessed, we will let you know whether your refund has been approved.
Where a refund is applicable, it will generally be processed back to the original payment method.
The time for the funds to appear in your account may depend on your payment provider or financial institution.
Australian Consumer Law
Nothing in this Returns & Refund Policy is intended to exclude, restrict or modify any rights or remedies you may have under the Australian Consumer Law.
If a product does not meet a consumer guarantee, you may be entitled to a remedy regardless of our change-of-mind policy.
Contact Us
If you have any questions about returns, refunds or your order, please contact Fusion Form 3D through our Contact Us page.
Fusion Form 3D
Create. Personalise. Enjoy.