Returns & Refunds Policy | UniLayers UK

Returns & Refunds Policy

At UniLayers, every product is precision 3D printed to order at our studio in Liverpool, UK. We take pride in the quality of each piece and want you to shop with complete confidence. If something isn't right, we're here to make it right.

This page covers everything you need to know about returns, refunds, exchanges, damaged items, and custom orders.

Our Return Window

You have 14 days from the date you receive your order to request a return. After 14 days, we are unable to accept returns unless the item is faulty or damaged.

To be eligible for a return, your item must meet all of the following conditions:

  • Unused and in its original condition
  • In the original packaging, undamaged
  • Accompanied by proof of purchase (order confirmation email or receipt)

Items that show signs of use, damage caused after delivery, or are missing original packaging may not be accepted for return.

How to Start a Return

To initiate a return, please email us at contact@unilayers.com with the following details:

  • Your full name and order number
  • The item(s) you wish to return
  • The reason for your return
  • One or two photos of the item (required for damaged or faulty claims)

We aim to respond to all return requests within 1–2 business days. Once your return is approved, we will provide you with a return shipping address and instructions. Please do not send items back without prior authorisation — unauthorised returns cannot be accepted.

Return Shipping

Customers are responsible for the cost of return shipping unless the item is faulty, damaged, or incorrect. We recommend using a tracked shipping service for your return, as UniLayers cannot be held responsible for items lost or damaged in return transit.

Original delivery charges are non-refundable unless the return is due to our error.

Refunds

Once we receive and inspect your returned item, we will notify you by email of the outcome. If approved, your refund will be issued to your original payment method within 5–10 business days.

Please note that your bank or card provider may take additional time to process and display the refund in your account. If you have not received your refund within 15 business days of approval, please contact us at contact@unilayers.com.

Exchanges

We do not process direct exchanges. If you would like a different colour, size, or product, please return your original item for a refund (subject to our return conditions above) and place a new order separately. This is the fastest way to ensure you receive the correct item without delay.

Damaged, Defective or Incorrect Items

We carefully inspect every order before dispatch. However, if your item arrives damaged, defective, or is not what you ordered, please contact us immediately at contact@unilayers.com with:

  • Your order number
  • A clear photograph of the item and packaging
  • A brief description of the issue

We will assess the issue and, where applicable, offer a replacement, repair, or full refund at no cost to you. Damaged item claims must be raised within 48 hours of delivery.

Custom and Personalised Orders

All UniLayers products are made to order using 3D printing technology. Standard products (idols, sculptures, home decor, automotive gifts) are returnable under our standard 14-day return policy.

However, the following custom and personalised items are non-returnable and non-refundable once production has begun:

  • Items with custom text, names, or personalised engravings
  • Bespoke colour combinations ordered outside our standard range
  • Custom-sized items ordered outside our standard size options
  • Any item described as custom or made-to-specification at the time of order

If you are unsure whether your order qualifies as custom, please contact us before purchasing at contact@unilayers.com.

Sale Items and Gift Cards

Items purchased at a discounted sale price are returnable under the same 14-day policy, provided they meet the standard return conditions above.

Gift cards are non-refundable and cannot be exchanged for cash.

Cancellations

As all UniLayers products are printed to order, we begin production shortly after an order is placed. If you need to cancel an order, please contact us at contact@unilayers.com as soon as possible.

  • Within 2 hours of ordering: We will do our best to cancel before production begins. Full refund if successful.
  • After 2 hours or once production has started: Cancellation may not be possible. We will advise on a case-by-case basis.
  • After dispatch: Orders cannot be cancelled once shipped. Please follow the standard return process once delivered.

UK Consumer Rights

This returns policy does not affect your statutory rights under UK consumer law. Under the Consumer Rights Act 2015, you are entitled to a refund, repair, or replacement if goods are faulty, not as described, or not fit for purpose. Under the Consumer Contracts Regulations 2013, you have the right to cancel most online orders within 14 days of delivery, regardless of reason (exceptions apply to custom/personalised goods).

For further information about your rights as a UK consumer, visit the Citizens Advice website.

Contact Us

If you have any questions about our returns policy or need help with an order, our team is happy to help.

UniLayers is a UK-registered business. All orders are fulfilled from our studio in Liverpool, and we comply fully with UK consumer protection legislation.