Refunds & Returns

Your satisfaction matters. Because every item is printed to order, we have a clear, fair policy that covers the cases that actually happen.

1. Damaged in Transit

If your item arrives damaged or broken, we'll make it right — free of charge.

• Email support@tommylabs.store within 7 days of delivery.
• Include your order number and clear photos of the damage (and packaging if helpful).
• We'll ship a replacement at no cost, or issue a full refund including shipping — your choice.

2. Manufacturing Defects

3D printed items have natural layer lines and small variations — those are features, not defects. But if something is genuinely wrong (broken parts, failed print, missing piece), we'll replace or refund it. Contact us within 14 days of delivery with photos and your order number.

3. Change of Mind

Changed your mind? No problem.

• Returns accepted within 14 days of delivery.
• The item must be unused, undamaged, and in its original packaging.
• You're responsible for return shipping costs.
• Once we receive the item and confirm its condition, we'll refund the item price (original shipping is not refunded for change-of-mind returns).

4. Custom Orders

• Custom work begins only after you accept a quote. Refunds for custom orders are limited to what was agreed at quote time.
• If we cancel a custom order before production starts, you get a full refund of any deposit or payment.
• Once production begins, custom orders are non-refundable except for damage or defects covered above, or as required by law.

5. Order Cancellations

You can cancel an order for a full refund any time before it enters production. Once printing has started, the order is treated under the change-of-mind or defect sections above, whichever applies.

6. How to Start a Return

1. Email support@tommylabs.store with your order number and what happened.
2. We'll reply within 1–2 business days with next steps (replacement, refund, or return instructions).
3. If returning, ship the item to the address we provide, with your order number inside.
4. Once received/confirmed, refunds are issued to your original payment method within 5–10 business days.

7. Refund Timing & Method

• Refunds go back to the original payment method via Stripe.
• Processing time: 5–10 business days after approval (bank timing may add a few more days).
• You'll get an email confirmation from us and from Stripe when the refund is processed.

8. Non-Returnable Items

For hygiene and safety reasons, and because items are made to order, we cannot accept returns on items that have been used, modified, or show signs of wear beyond inspection.

9. Contact