Refund policy
Vantage3DLab Return and Refund Policy
Last updated: 27 August 2026
Returns for ready-made physical pieces
If you are buying as a consumer, you may cancel an online order for a ready-made, non-personalised physical item without giving a reason.
You must tell us that you wish to cancel within 14 days after the day you receive the item. You then have a further 14 days to return it.
To arrange a return, contact:
Please include your order number so that we can provide the appropriate return instructions.
Returned items should be securely packaged to protect them during transit.
You may inspect an item as you reasonably would in a shop. If an item has been handled beyond what is reasonably necessary to establish its nature, characteristics and condition, and that handling has reduced its value, we may make an appropriate deduction from the refund where permitted by law.
Unless an item is faulty, damaged, not as described or otherwise does not conform to your statutory rights, you are responsible for the direct cost of returning it.
Where a valid change-of-mind cancellation applies, we will refund:
- the purchase price of the returned item; and
- the cost of our standard outbound delivery option.
If you chose a more expensive or express delivery method, we are not required to refund the additional amount above the cost of our standard delivery option.
Refunds will normally be made to the original payment method.
We will issue the refund no later than 14 days after we receive the returned goods or satisfactory evidence that they have been returned, whichever occurs first.
These provisions reflect the UK rules for distance-sale cancellations and refunds.
Commissioned, personalised and genuinely bespoke pieces
Some Vantage3DLab projects are developed specifically for an individual customer from their description, photographs, sketches, references, measurements, supplied digital files or other requirements.
Where a physical item is genuinely made to your specification or clearly personalised, the normal statutory change-of-mind cancellation right may not apply.
We will make the nature of the project and any applicable cancellation arrangements clear before you commit to production.
An item is not automatically bespoke simply because it is produced after an order is placed. A standard product assembled or produced from standard options may still retain the normal cancellation rights.
Whether something is genuinely bespoke depends on the extent to which it has been created specifically for the individual customer. UK government guidance expressly makes this distinction.
Your statutory rights remain unaffected if a bespoke or personalised item is faulty, materially not as described or otherwise does not conform to the agreed specification.
Design and development work for commissions
A commission may include design, digital modelling, file preparation or other development work before physical production begins.
Where applicable, we will work with you to establish and refine the intended result before committing the agreed design to physical manufacture.
You may be asked to review and approve digital models, renders, screenshots or other appropriate representations during the project.
If you ask us to begin design or development services during a statutory cancellation period, we may require your express request for that work to begin early.
If you subsequently cancel after requested work has begun, you may be required to pay a proportionate amount for work properly completed up to the point of cancellation, where permitted by law.
Project-specific payment, development and cancellation arrangements will be stated in the quotation or agreement where relevant.
Changes after approval
Once the agreed design has been approved and physical production has begun, later changes may require additional design, material, machine or finishing work.
Where a requested change falls outside the agreed scope, we will explain any additional cost before undertaking that work.
Approval of a design does not remove or reduce your statutory rights if the finished item is faulty or materially different from what was agreed.
Faulty, damaged or incorrectly supplied goods
Your statutory consumer rights are not affected by this policy.
Goods supplied by Vantage3DLab must meet the standards required by applicable consumer law, including being as described and of satisfactory quality.
If an item is faulty, materially not as described, damaged in transit or otherwise does not conform to your legal rights, contact:
Please provide your order number and, where useful, photographs showing the problem.
For visible transit damage, we recommend contacting us as soon as reasonably possible so that we can investigate the issue with the delivery carrier. Reporting transit damage promptly helps us resolve the problem, but it does not remove or reduce your statutory rights.
UK consumers generally have a 30-day short-term right to reject faulty goods where the statutory requirements are met. After that period, rights to remedies such as repair, replacement, price reduction or refund may continue depending on the circumstances.
The appropriate remedy will therefore depend on the nature of the problem, when it is reported and the rights available to you under applicable law.
Hand-finished pieces
Many Vantage3DLab pieces are individually prepared and finished.
Minor variations can naturally occur in characteristics such as:
- patina;
- metallic tone;
- colour;
- surface texture;
- brush or finishing character; and
- small production details.
These variations are part of the nature of individually finished work and do not necessarily constitute a fault.
However, this does not affect your statutory rights where an item is faulty or materially different from its description or the specification that was agreed.
Digital products
Digital products are subject to different cancellation rules from physical goods.
Where a digital product is made available for immediate download or immediate electronic delivery during the normal 14-day cancellation period, you will be asked to:
- expressly consent to supply beginning immediately; and
- acknowledge that you will lose your right to cancel once supply of the digital content begins.
If these requirements are not satisfied, the normal cancellation right may continue to apply.
UK online-selling rules specifically require both the customer's agreement to immediate supply and acknowledgement of the loss of the cancellation right before the download begins.
This does not affect your statutory rights where digital content is faulty, materially not as described or otherwise fails to meet applicable legal requirements.
Refund method
Where a refund is due, it will normally be returned using the same payment method used for the original transaction unless another method is agreed where permitted by law.
We will not charge a fee simply for issuing a refund that you are legally entitled to receive.
Contact
For returns, refunds, damaged items or questions about this policy, contact:
Constantin Balan trading as Vantage3DLab
Email: hello@vantage3dlab.com
Telephone: +44 7858 675832
Hornchurch, Essex, United Kingdom
One technical point remains separate from the wording: before Digital Files are actually sold, Shopify's checkout/download flow must genuinely obtain the customer's express consent and acknowledgement for immediate digital delivery. Writing it in this policy alone does not remove the 14-day cancellation right.