Utilis Design
Refund Policy
Refund & Returns Policy
Thank you for shopping with us. We want you to be happy with your purchase. If you have any issues with your order, please read the policy below and contact us so we can help.
Eligibility for Returns
Because our products are 3D-printed to order, returns are accepted in the following situations:
Faulty or Damaged Items
If your item arrives damaged, defective, or not as described, please contact us within 14 days of receiving it. We will offer a replacement or a full refund.
We may ask for photos of the issue to help us investigate and improve our quality control.
Incorrect Items
If we send you the wrong item, we will replace it at no cost to you.
Change-of-Mind Returns
Most of our products are made to order. Under UK consumer law, made-to-order or customised items may not be eligible for change-of-mind returns.
However, we aim to be fair. If you wish to return an unused item for any other reason, please contact us within 14 days of delivery and we’ll review it on a case-by-case basis.
You will be responsible for return postage for change-of-mind returns.
How to Request a Return or Refund
To start a return, please email us at [your email address] with:
Your order number
The item(s) you want to return
A brief explanation of the issue
Photos (if damaged or faulty)
We will respond within 2 working days with next steps.
Refunds
Once your return is approved and (if required) the item is received back in its original condition, we will process your refund to your original payment method.
Refunds typically take 3–7 working days to appear, depending on your bank or payment provider.
International Orders
Customers outside the UK may be responsible for return shipping costs unless the item is faulty or incorrect.