Alba Printlabs – Refund and Returns Policy
Our Commitment to Quality
At Alba Printlabs, we take great pride in the quality of our 3D printed products. Each item undergoes a careful quality control process to ensure it meets our high standards and your expectations. We strive to capture any defects before your order leaves our workshop in Scotland.
However, in the unfortunate event that a product with a manufacturing defect does get past our quality control, we are committed to making things right.
Returns and Exchanges for Defective Products
If you receive an item that you believe has a manufacturing defect or is not as described, please contact us as soon as possible, and ideally within 14 days of receiving your order.
- Your Rights: Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If a product is found to be faulty, you are entitled to a remedy.
- Our Promise: For any product confirmed by Alba Printlabs to have a manufacturing defect, we will offer you the choice of a full refund or an exchange for a replacement product.
- Custom-Made Items: Please note that while the 14-day “cooling-off” period for changing your mind on online purchases does not typically apply to custom-made or personalised items (which many of our 3D printed products are), your statutory rights regarding faulty goods remain fully intact. If a custom-made item is defective, we will offer a refund or exchange as stated above.
How to Initiate a Return or Report a Defect
To report a defective item and initiate a return or exchange, please follow these steps:
- Contact Us: Email us at Alba.Printlabs@gmail.com or message us on Facebook. Please provide your order number, a description of the issue, and if possible, photographic evidence of the defect. This will help us to assess the problem quickly.
- Assessment: We will review your claim and may request further information or for the item to be returned to us for inspection. We will provide instructions on how to return the item if necessary.
- Resolution: Once we have confirmed the defect, we will process your refund or arrange for an exchange.
- Refunds: If a refund is agreed, it will be processed to your original method of payment within 14 days of us confirming the defect or receiving the returned item (if requested).
- Exchanges: If an exchange is agreed, we will advise you of the timeframe for producing and dispatching your replacement item.
Return Shipping Costs for Defective Items
If an item is confirmed to be defective, Alba Printlabs will cover the reasonable cost of returning the item to us. Please retain proof of postage and cost. We will advise on the preferred method of return.
What is Not Covered
This policy does not cover:
- Damage caused by misuse, accident, or failure to follow any care instructions provided with the product.
- Normal wear and tear.
- Products where you have attempted to repair them yourself or had them repaired by a third party without our prior agreement.
- Cosmetic issues that do not affect the structural integrity or intended use of the product, particularly those inherent to the 3D printing process (we will always aim to make these clear at the point of purchase if applicable).
- If you simply change your mind about a custom-made or personalised product (unless we, at our sole discretion, agree otherwise).
Timeframe for Claims (Faulty Goods)
- You have a short-term right to reject faulty goods within 30 days of receiving them for a full refund.
- After 30 days, but within six months of receipt, if a fault is discovered, it is presumed to have been present at the time of purchase unless we can prove otherwise. In such cases, we will primarily offer a repair or replacement. If a repair or replacement is not possible, or if it fails, you may then be entitled to a full or partial refund.
- In Scotland, you have up to 5 years from the date of purchase to make a claim for a faulty item if it can be proven that the fault was present at the time of purchase (though the onus of proof shifts to you after the first 6 months).
Questions
If you have any questions about our Refund and Returns Policy, please do not hesitate to contact us.
This policy is in addition to, and does not affect, your statutory rights as a consumer under UK law. Alba Printlabs is based in Scotland, UK.