Returns & Refunds
Because every GIFT3D Factory item is made to order and personalised specifically for you, our returns policy differs from standard retail. Please read this carefully before ordering.
Personalised & Made-to-Order Items
Under UK consumer law, personalised and custom-made items are exempt from the standard 14-day right to cancel. This applies to all of our products as they are made specifically to your order and cannot be resold.
We therefore cannot accept returns or offer refunds on items simply because you have changed your mind.
When We Will Issue a Refund or Replacement
How to Contact Us About an Issue
- 1 Email us at hello@gift3dfactory.com with your name and order details.
- 2 Attach clear photos showing the issue (damaged packaging, the item itself, any defects).
- 3 We aim to respond within 24–48 hours and will resolve your issue as quickly as possible.
Private Commissions (99 Names of Allah)
For private commissions, a non-refundable deposit is required to begin work. The remaining balance is due prior to dispatch. Because of the bespoke nature and scale of these pieces, we discuss all details, timelines and terms individually before any work begins. Any issues with the finished commission will be handled on a case-by-case basis with your satisfaction as the priority.
Your Statutory Rights
Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015. If you have a concern, please contact us first — we are a small business and we genuinely want every customer to be happy with their order.