Refund policy

Returns, Refunds & Remakes Policy

Last updated: October 2026

At Vertex 3D, most products are manufactured specifically for each customer based on supplied files, specifications, measurements or approved designs. Because of the custom nature of our work, our returns and refund process differs from that of a standard retail store.

Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law (ACL).

Custom-made and made-to-order products

Most products supplied by Vertex 3D are custom manufactured or made to order.

We do not generally accept returns, exchanges or refunds for change of mind, including where a customer:

• changes their mind after production has commenced;
• no longer requires the part;
• orders the incorrect quantity;
• supplies incorrect dimensions, specifications or files; or
• selects an unsuitable material or configuration despite being provided with appropriate information or advice.

This does not affect your rights where a product fails to meet a consumer guarantee under the Australian Consumer Law. Australian businesses cannot exclude those statutory rights through a store refund policy. ACCC

Customer-supplied CAD files and specifications

Where Vertex 3D manufactures a part from a CAD file, drawing, scan, dimensions or specification supplied or approved by the customer, the customer is responsible for ensuring that the information provided is correct and suitable for their intended application.

Vertex 3D will manufacture the product according to the agreed file, specifications and manufacturing requirements.

A product will not normally be considered defective merely because an issue results solely from:

• incorrect geometry or dimensions contained in a customer-supplied file;
• an error in information supplied by the customer;
• a design that does not function as intended;
• tolerances or fitment requirements that were not communicated before manufacture;
• a material selected by the customer that is unsuitable for an application not disclosed to Vertex 3D; or
• instructions provided by the customer contrary to advice given by Vertex 3D.

This does not exclude responsibility for manufacturing defects or for services that do not meet applicable consumer guarantees. The ACL recognises circumstances where a problem is caused by the consumer’s misuse, instructions or another person rather than the supplier. ACCC

3D printing characteristics

Additive manufacturing can naturally produce characteristics such as visible layer lines, minor support marks, seam lines, slight surface variation and small differences in colour or surface finish.

These characteristics may be inherent to the selected manufacturing process and do not necessarily constitute a defect.

Where appearance, dimensional tolerance, surface finish, colour matching or another characteristic is critical to the application, customers should advise Vertex 3D before production so the requirement can be reviewed and agreed upon.

Faulty, damaged or incorrectly manufactured products

If you believe your product is faulty, damaged, incorrectly manufactured or materially different from the agreed specification, please contact Vertex 3D as soon as reasonably possible.

Please provide:

• your name and order or quote reference;
• a description of the issue;
• photographs showing the issue where appropriate; and
• any other information that may assist us in assessing the product.

Vertex 3D may request that the product be returned for inspection before determining the appropriate remedy.

Where a product has a major failure, Australian Consumer Law may entitle the customer to choose a refund or replacement. Where the problem is minor, the supplier generally has an opportunity to provide an appropriate remedy such as repair or replacement. business.gov.au

Remakes

Where Vertex 3D confirms that a product was manufactured incorrectly due to an error in our manufacturing process, we may remake the product at no additional charge where this is an appropriate remedy.

Examples may include:

• manufacturing the wrong material;
• manufacturing the wrong approved file or revision;
• a significant dimensional error attributable to our manufacturing process;
• substantial print failure or manufacturing defects; or
• the supplied product materially failing to match the agreed specification.

A remake does not apply where the product was correctly manufactured from incorrect information supplied or approved by the customer, except where Australian Consumer Law requires otherwise.

CAD design and reverse engineering services

Vertex 3D also provides services including CAD design, reverse engineering and related project work.

If a service does not meet an applicable consumer guarantee, we will provide the remedy required under Australian Consumer Law. Services supplied to consumers must generally be provided with due care and skill, be fit for an agreed purpose, and be supplied within a reasonable time where no timeframe has been agreed. business.gov.au

Changes requested by the customer after a design, drawing or model has been approved may be treated as additional work and may incur additional charges.

Cancellations

Because products are manufactured specifically for each order, please contact Vertex 3D immediately if you wish to cancel an order.

If production has not yet commenced, we may be able to cancel the order and issue a refund.

If CAD work, material preparation, machine setup or manufacturing has already commenced, cancellation may not be possible or reasonable costs already incurred may be deducted where permitted by law.

Nothing in this section limits any right to cancel or obtain a remedy under Australian Consumer Law.

Shipping damage

If an order arrives damaged, please contact Vertex 3D as soon as reasonably possible and provide photographs of:

• the damaged product;
• the shipping packaging; and
• the shipping label where relevant.

Please retain the product and packaging while the issue is being assessed.

Where a returned product is confirmed to have a problem covered by the consumer guarantees, reasonable return costs may need to be reimbursed in accordance with Australian Consumer Law. ACCC

Refunds

Approved refunds will normally be returned using the original payment method where practicable.

Processing times may vary depending on the payment provider or financial institution.

Any refund, replacement, repair or other remedy provided under this policy is in addition to any rights available under Australian Consumer Law.

Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.

For major failures with services, you may be entitled to cancel the service contract and receive a refund for the unused portion or compensation for its reduced value. You may also be entitled to compensation for other reasonably foreseeable loss or damage.

For major failures with goods, you may be entitled to choose a refund or replacement. Where a failure is not major, you are entitled to have the failure rectified within a reasonable time. These rights cannot be removed by a business’s returns policy. ACCC

Contact us

For a return, refund, remake or order issue, please contact:

Vertex 3D
Email: enquiries@vertex3d.com.au
Website: vertex3d.com.au