Returns Policy
3D Film Parts is a small business in Melbourne. Nearly everything we sell is designed and 3D printed by us, in small numbers, for people who use it at work.
That shapes how we handle returns. If something is not right, we would much rather hear about it than not, and we will sort it out quickly. If a part could be better, telling us is genuinely useful, because we can change the design and print a new version.
So please get in touch. Returns are not a hassle for us, and we are not going to make them a hassle for you.
If something arrives faulty, damaged or wrong
We will replace it. You do not need to argue the case.
Email info@3dfilmparts.com with your order number and a photo or two, and we will send a replacement or refund you, whichever you would rather have. We cover the postage.
For most of our smaller parts we will not ask you to post the original back. It often costs more to return a small printed part than it does for us to print another one, so we would rather just get a working part into your hands. If it is something larger, or we need to see the part to work out what went wrong, we will arrange the return and pay for it.
There is no deadline on this. If a part fails later in a way it should not have, tell us. Your rights under the Australian Consumer Law are not limited by any return window, and neither are we.
If you change your mind
You have 14 days from delivery to send something back because it is not what you wanted, it does not suit your rig, or you ordered the wrong version.
We ask that it comes back unused and in its original packaging, with any hardware or small parts that came with it. Return postage is yours for a change of mind, and the original shipping charge is not refunded. Once it arrives and we have checked it over, we refund the item to your original payment method.
If you are ordering from overseas and return postage would cost more than the part is worth, email us before you send anything. There is usually a better answer and we will work it out with you.
Custom and made to order items
Laser marking and other custom work is made for you specifically, so we cannot resell it and we cannot take it back because you changed your mind.
Faults are a different matter. If a custom item arrives faulty, damaged, or marked incorrectly by us, it is covered exactly like anything else and we will remake it.
Please check your spelling and artwork before you submit a custom order. If you spot a mistake straight afterwards, email us immediately. If we have not started cutting it, we will fix it for you.
The few things we cannot take back
- Parts that have been used, modified, drilled, painted or damaged after delivery
- Custom or laser marked items made to your specification
Faults are the exception to both of those. If the item is faulty, this list does not apply to you.
Your rights under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Everything on this page sits on top of those rights. Nothing here removes them, and nothing here shortens them.
Tell us if a part could be better
This is the section we would most like you to read.
Our parts are 3D printed, so changing one is not a big job for us. If a mount sits a millimetre out on your cart, if a thread feels soft, if something fits but only just, if you had to file a corner to make it work, that is worth an email. We have redesigned parts off the back of a single message from one assistant more than once.
You are not complaining when you do that. You are telling us something we have no other way of finding out.
How to start a return
Email info@3dfilmparts.com and include:
- your order number
- what the problem is, or that you have changed your mind
- a photo, if something is faulty or damaged
We answer our own email and we will get back to you within 48 hours. We will tell you what happens next, and if we need the item back we will send you the return address.
Refunds
Where we are not asking for the item back, we refund as soon as we have sorted the replacement with you. Where an item is coming back to us, we refund within 3 business days of it arriving.
After that it is up to your bank or card provider, which usually adds a few more days before it shows on your statement.
Still not sure
Ask us. If you are wondering whether something is covered, whether a part will fit your setup, or whether it is worth posting back, email info@3dfilmparts.com and we will give you a straight answer.
We are a small business and our reputation is the thing we care about most. It is always going to be easier for us to fix your problem than to leave you unhappy with it.
Last updated: 12 August 2026