The fine print

Everything we sell is made to order. Each photograph is printed and framed by hand after you order it, and each 3D print is produced from the file you upload. Because of that, we do not accept cancellations or returns, and we only refund an order when we are unable to fulfil it.

When you get a full refund

If we cannot fulfil your order, we cancel it and refund everything you paid, shipping included. This covers cases such as:

• we, or the print partner your job was assigned to, cannot produce it;
• no printer in our network can take your 3D print as ordered;
• the print, frame, material or colour you ordered is no longer available;
• couriers cannot deliver to your address;
• we cancel the order from our side for any other reason, such as a pricing error.

We will email you when this happens and start the refund ourselves. You do not need to ask for it.

Refunds go back to your original payment method through Razorpay. They usually reflect within 5–7 working days of being processed, depending on your bank. If yours has not arrived after that, write to info@printscompany.in with your order number and we will chase it for you.

Damaged in transit or a defect on our side

Every parcel is insured. If your order arrives damaged, or has a defect that is our fault (a cracked frame or glass, a printing flaw, a 3D print that does not match the settings you ordered), email info@printscompany.in within 48 hours of delivery. Include your order number and photos of the item and the packaging, and please keep both until we reply.

Once we have seen the photos, we will send you a replacement or a reprint at no cost. If we cannot replace it, we refund the item in full, as above.

A parcel that is lost in transit is treated the same way: we send a replacement, or refund you in full if we cannot.

Cancellations

Work on your order starts as soon as it is paid, so we cannot accept cancellation requests once an order is placed.

An order whose payment did not go through is not charged, and it lapses on its own. There is nothing to cancel.

What we do not refund

We do not refund, replace or take back an order because:

• you changed your mind, or no longer need it;
• you chose the wrong size, frame, material, colour or quantity;
• colours look slightly different from your screen, since every display shows colour differently;
• the courier took longer than the estimated delivery time;
• for 3D prints, the problem comes from the model file itself (see below).

If a parcel comes back to us because the address was incomplete or nobody was available to receive it, we will send it again once you confirm your details. We may charge the extra shipping.

3D printing: your model file

A 3D print is made exactly from the file you upload, at the scale, material, colour, layer height and infill you choose. Our quote checks that your model fits a printer and works out the price. It does not check whether the design will work for your purpose. We cannot refund or reprint for problems that come from the model, including:

• walls or details too thin to print cleanly, or parts that break because the design is fragile;
• mesh errors such as holes, non-manifold or overlapping geometry;
• the wrong scale or units in the file;
• how the part fits other parts, screws or hardware, including tolerances and clearances;
• the finish that comes with the process: visible layer lines, small marks where supports were removed, and slight variation in dimensions.

If the printer spots a problem with your file before starting, we will contact you first. If we cannot agree on a way to print it, we cancel the job and refund you in full.

A print that fails on our side, or that does not match the settings you ordered, is on us. We reprint it, or refund you in full if we cannot.

Questions

Our business hours are 10:00 AM to 6:00 PM Indian Standard Time (IST), Monday through Friday. For anything about an order, write to info@printscompany.in with your order number and we will reply as soon as we can.