No products in the basket.
Thank you for choosing Moose 3D® for your Additive Manufacturing. I understand that occasionally, situations arise where you may need to return or seek a refund for a product. My aim is to make this process as smooth and straightforward as possible. Please feel free to reach out to me via my Contact Page for any inquiries or assistance regarding returns or refunds. Below are my main Refund terms and conditions:
All items must be returned in the original manufacturer packaging.
Thank you for choosing Moose 3D®.
I want customers to be happy with their order and aim to make the returns process as clear and straightforward as possible.
This policy explains your rights when cancelling or returning an order, including standard products, cat flap covers and custom-made 3D printed products.
Nothing in this policy affects your statutory consumer rights.
For standard products purchased online, including standard cat flap covers, you have the right to cancel your order within 14 days of receiving the goods.
You do not need to provide a reason for cancelling.
You must notify Moose 3D® that you wish to cancel within this 14-day period. Once you have notified us, the goods must then be returned within a further 14 days.
When returning a standard product:
Customers are responsible for the cost of return postage for change-of-mind or suitability returns unless otherwise agreed.
If an item is faulty, incorrectly supplied or not as described, different rules apply as explained below.
Customers are responsible for checking that the cat flap cover selected is compatible with their particular cat flap and installation before ordering.
Product pages provide compatibility information, dimensions and/or measuring guidance to assist with selecting the correct product.
Where customers are asked during checkout to confirm that they have checked the model, dimensions or fit, this confirmation may be recorded with the order.
A correctly supplied product does not become faulty simply because:
These circumstances may still qualify for a standard cancellation return where the customer notifies Moose 3D® within the applicable 14-day cancellation period.
This does not affect your statutory rights where the product itself is faulty, incorrectly supplied or not as described.
Certain Moose 3D® products are manufactured specifically for an individual customer.
This includes products:
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the normal right to cancel does not apply to goods that are made to the consumer's specifications or clearly personalised.
Therefore, once manufacture of a genuinely made-to-specification or personalised product has begun, the order cannot normally be cancelled simply because the customer has changed their mind or no longer requires the item.
This exclusion does not affect your statutory rights if the item supplied is faulty, incorrectly manufactured, incorrectly supplied or not as described.
If there is a problem with your order, please contact Moose 3D® as soon as reasonably possible.
Examples include:
Where possible, please provide photographs showing the issue and, where relevant, photographs of the packaging.
For visible transit damage, I recommend contacting Moose 3D® within 48 hours of delivery where possible, as this makes it easier to investigate the matter with the delivery carrier.
The 48-hour request is not a restriction on your statutory consumer rights.
Under the Consumer Rights Act 2015, consumers normally have a short-term right to reject goods that do not conform to the contract for up to 30 days, subject to the circumstances set out in the legislation. Other remedies may continue beyond that period.
Please contact Moose 3D® before sending any item back.
Provide:
Once the return has been reviewed, return instructions and the correct Moose 3D® return address will be provided.
Please do not send returns without contacting Moose 3D® first, as this may delay processing.
Once your return has been approved:
Please package the item carefully to prevent damage during return transit.
Where reasonably possible, use the original packaging or suitable protective packaging.
The correct return address will be provided in your return approval email.
Returns must be delivered directly to that address.
Returns sent to parcel lockers, collection points or alternative collection locations will not be accepted unless specifically agreed in advance.
I strongly recommend using a tracked delivery service.
Suitable carriers may include:
Please retain your postage receipt and tracking information until the return has been completed.
The returned item remains the customer's responsibility until it has been delivered to Moose 3D®.
For standard change-of-mind, compatibility or suitability returns, the customer is responsible for return postage costs.
Where Moose 3D® has supplied an incorrect, faulty or misdescribed product, reasonable return costs will be dealt with in accordance with the customer's statutory rights.
Original delivery charges will be refunded where required by law.
For a valid cancellation under the Consumer Contracts Regulations, the basic standard delivery charge is generally refundable; additional delivery costs chosen by the customer above the least expensive standard delivery option do not have to be refunded.
Customers are entitled to inspect goods in a way that would reasonably be permitted when examining a product in a shop.
If a product has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning, Moose 3D® may be entitled to reduce the refund to reflect any resulting loss in value.
Products that have been deliberately modified, damaged or altered after delivery may not qualify for a full refund unless the return relates to an underlying statutory fault.
Once the returned item arrives:
I aim to process returns as quickly as reasonably possible.
Approved refunds will normally be issued using the same payment method originally used for the order, unless otherwise agreed.
For valid online cancellations, refunds must generally be made within the required statutory timeframe, although the refund may be withheld until the goods have been returned or evidence of return has been provided where permitted by law.
Please allow additional time for your bank or payment provider to process the refund after it has been issued.
For standard products, a customer must notify Moose 3D® of their decision to cancel within 14 days of receiving the goods.
Requests made after this period do not qualify for the statutory change-of-mind cancellation right.
Moose 3D® may choose to accept a late return at its discretion, but is not required to do so.
This does not affect statutory rights relating to goods that are faulty, incorrectly supplied or not as described.
If you have a question about your order or wish to request a return, please contact Moose 3D® through the Contact Us page or by replying to your order email.
Please include your order number so that I can locate your order quickly.
Nothing in this policy affects or restricts your statutory consumer rights.
Your message has been successfully submitted.
Thanks!