Refund policy

At 3D Haven, we want you to be happy with your purchase. If there is a problem with your order, please get in touch and we'll do our best to help.

Change of Mind

We do not offer refunds or exchanges for change of mind, so please choose carefully before placing your order.

If you have any questions about a product before purchasing, we are always happy to help.

Damaged or Faulty Items

If your item arrives damaged or faulty, please contact us within 7 days of receiving your order.

To help us resolve the issue quickly, please include:

~ Your order number

~ A description of the issue

~ Clear photos of the product and any damage

Depending on the situation and your rights under New Zealand consumer law, we may offer a repair, replacement, store credit, or refund.

Product Variations

Due to the nature of 3D printing, minor layer lines, small surface imperfections, and slight colour variations may occur. These are normal characteristics of the 3D printing process and are not considered faults.

Colours may also appear slightly different depending on your screen settings.

Custom and Made-to-Order Products

Many of our products are made to order specifically for each customer. Unless required under New Zealand consumer law, custom-made, personalised, or made-to-order products cannot be returned or refunded due to a change of mind.

Damage Caused After Delivery

We cannot offer refunds or replacements for damage caused by:

~ Misuse or rough handling

~ Exposure to excessive heat

~ Dishwasher use

~ Normal wear and tear

~ Accidental damage after delivery

Please refer to our Safety Information page for product care and cleaning recommendations.

Lost Parcels

If your parcel has not arrived within a reasonable timeframe, please contact us and we will work with the courier company to investigate.

Your Rights Under New Zealand Consumer Law

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993. If a product fails to meet the guarantees provided under New Zealand consumer law, you may be entitled to a repair, replacement, or refund.

Contact Us

If you have any concerns about your order, please get in touch as soon as possible. We pride ourselves on being a small family-run business and will always do our best to find a fair solution.

Thank you for supporting 3D Haven.

Kelly & Andy
3D Haven