Made for you should still mean fair to you.

The short answer

We decide return rights by what you ordered—not simply by the fact that it was printed after you placed the order.

• A standard catalogue piece with no unique personalization may be returned within 14 days of receipt, without giving a reason, if it remains in the condition in which it was sold.
• A piece made to genuinely special specifications that you selected—such as a name, uploaded design, unique dimensions, or a non-catalogue modification—cannot be returned only because you changed your mind when it matches the agreed specification.
• A defective, damaged, wrong, or non-conforming piece may be returned within 30 days of receipt for your choice of a replacement or refund, at no additional cost.

Standard catalogue pieces and custom pieces

Printing after an order is placed does not, by itself, make every product a custom product. A catalogue piece offered to everyone in the same standard options remains a standard piece unless it also carries a unique customer specification. We will identify genuinely customized work before production begins.

• Standard examples: an unpersonalized catalogue product in an ordinary listed option.
• Custom examples: customer-supplied files, names or text, unique measurements, personalized sets, or a modification agreed specifically for one customer.
• The custom-product exception only applies when the finished piece matches the specifications you approved. Defect and non-conformity rights always remain.

What counts as a 3D-printing defect?

FDM printing naturally creates visible layers, a seam line, light support marks, and small shade variations. When these characteristics are disclosed and the piece matches its description and intended use, they are not normally defects. We will never use “it is 3D printed” to dismiss a real problem.

• A structural crack, severe warping, unsafe sharp edge, missing feature, or a piece that cannot perform its stated purpose is a defect.
• A wrong product, materially wrong colour, missing personalization, or dimensions that do not match the agreed specification is non-conforming.
• Breakage or serious surface damage caused during delivery is covered as delivery damage.

If your order arrives damaged, wrong, or defective

Contact us within 30 days of receipt with the order number and a short description. Photos of the piece and packaging help us understand the issue quickly, but they do not replace or reduce your legal rights. Keep the item available for return or inspection while we resolve the request.

• You choose between a replacement and a refund for a qualifying defective or non-conforming item.
• We cover the return or collection cost. There is no inspection, administration, or reprinting fee.
• We complete the replacement or refund within seven days of your request in accordance with the applicable consumer-protection rules.

Change-of-mind returns

For a qualifying standard catalogue piece, tell us within 14 days of receipt. The piece must remain in the condition in which it was sold for reasons not attributable to you. Please keep the packaging when practical; missing packaging alone will not be used to deny a right that the law gives you.

• We arrange the return without an additional return or administration fee.
• A conforming personalized or specially specified piece is excluded from a change-of-mind return.
• Damage caused after receipt by misuse, unsuitable heat, chemicals, excessive load, or use contrary to the stated care instructions is not a manufacturing defect. A hidden manufacturing defect remains covered.

Cancellations, replacements, and refunds

Ask to cancel as soon as possible. We can cancel before production starts. Once production of a genuinely customized item begins, a change-of-mind cancellation may no longer be possible, but defect and non-conformity rights remain. A replacement is a newly printed piece unless we agree another solution with you.

• Refunds use the original payment method where possible.
• For cash-on-delivery orders, we arrange a documented cash refund or another refund method that you expressly accept.
• If only one item in a multi-item order is affected, you may return that item unless the remaining items have no reasonable value without it.

How to start a request

Open My Orders or contact us through the email or WhatsApp details shown on this page. Include your order number and tell us the outcome you prefer. We try to resolve every issue directly and fairly. Nothing in this policy limits any mandatory right under Egyptian Consumer Protection Law No. 181 of 2018. If a complaint remains unresolved, you may contact the Egyptian Consumer Protection Agency, including through hotline 19588.