Policies
Return Policy
Last updated: June 2025
We want you to be happy with every order from Layersoul. Our return policy differs between standard marketplace products and custom 3D print orders — please read both sections carefully.
✓ Regular Orders
Returns accepted before the order is shipped. Once shipped, returns are not accepted unless the item is defective or wrong.
⚠ Custom Print Orders
Returns accepted only before printing has started. Once the print is queued or in progress, the order is non-refundable.
Regular (Marketplace) Orders
For standard products purchased from our marketplace (filaments, pre-made models, accessories, etc.):
Return Window
You may request a cancellation or return at any time before the order is marked as Shipped. Once dispatched, we cannot accept returns except in cases of defect or incorrect items.
Returns are accepted for shipped orders only in these situations:
- ✦ The item received is different from what was ordered.
- ✦ The item is damaged or defective upon arrival.
- ✦ The package arrived empty or with missing items.
Evidence (photos/video of the issue) must be provided within 48 hours of delivery.
Custom 3D Print Orders
Custom printing involves real material and machine time. Because of this, our return window is tightly defined:
Critical: No Returns Once Printing Begins
Once your custom order status changes to "Printing" or beyond, cancellations and refunds are not possible. The material has been loaded and the job has started.
When You Can Cancel
You may cancel a custom order when its status is "Pending" or "Approved" — i.e., before printing has commenced. Contact us immediately via your order page or through our support centre.
You can check your order status anytime from the My Orders section of your account.
Non-Returnable Items
- ✕ Custom 3D prints where printing has started or completed.
- ✕ Opened filament spools or resin bottles.
- ✕ Items marked as "Final Sale" or "Non-Returnable" on the product page.
- ✕ Digital downloads or design files.
- ✕ Products with removed or damaged manufacturer seals/labels.
Return Process
To initiate a return or cancellation:
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1
Go to My Orders
Log into your account and check the current status of your order.
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2
Contact Support
Use our Contact Us page, select "Order Issue" as the query type, and include your Order ID.
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3
Provide Evidence
For defective or damaged items, include clear photos or video of the issue.
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4
We'll Respond Within 24–48 hrs
Our team will assess your request and let you know the next steps.
Refunds
If your return or cancellation is approved:
- ✦ Refunds are processed to the original payment method.
- ✦ Processing typically takes 5–10 business days after approval.
- ✦ Shipping charges are non-refundable unless the return is due to our error.
Special Exceptions
We understand things happen. If you have a genuinely exceptional circumstance not covered by this policy, please reach out to us — we'll do our best to find a fair resolution. Our goal is to build lasting trust with every customer.