Returns, refunds and remakes

HyperPrints Inc. · Oakville, Ontario, Canada · Last updated 23 September 2026

1. Which policy applies to your order

We sell two different things and they are treated differently:

• Custom and made-to-order work — anything printed from your file, modelled from your photos, or sized to your measurements. This is most of what we do.
• Stock items — ready-made designs bought from our shop, printed in advance and sold off the shelf.

If you are not sure which you bought, your order confirmation says so.

2. What we guarantee, and what is normal for a printed part

This section is the heart of the policy. A 3D printed part is not an injection moulded one, and it helps to be exact about the difference before there is a problem.

We guarantee that your part will

• match the dimensions of the file or measurements you approved, within ± 0.5 mm or ± 0.5% of the dimension, whichever is larger;
• be printed in the material, colour and infill quoted;
• be fully fused, with no gaps, splits, holes or lifted layers that were not in the design;
• have supports removed and edges cleaned up;
• arrive in one piece.

These are normal characteristics of FDM printing, not defects

• Visible layer lines. Every FDM part has them. They are the process, not a fault.
• Faint marks where supports were removed, on overhangs and underside surfaces.
• Slight colour variation between spools, and between a printed colour and what a screen shows. We do not colour-match to a sample unless we quoted that.
• Small surface blemishes — a seam line where each layer starts, minor stringing on a complex part, a very slight sheen difference.
• Tolerances outside the range above on very large parts, thin walls or holes. Holes in particular print slightly undersized. Tell us before we print if a hole has to fit a shaft and we will allow for it.
• Layer-direction strength. A printed part is weaker across the layers than along them. We choose the orientation that suits the job; if a part breaks under a load nobody told us about, that is a design question, not a defect.

If any of these matter for your part, say so in your quote request. We will tell you honestly whether printing is the right process, and sometimes the answer is no.

3. When the fault is ours

If your part misses the guarantee above, is the wrong item, or arrives damaged, email within 14 days of delivery with your order number and a few photos showing the problem. For damage in transit, please also photograph the packaging.

We will offer, at your choice:

• A remake, at no cost, shipped at our expense; or
• A full refund including what you paid for shipping.

If a remake goes wrong a second time, you get the refund automatically — we will not keep you in a loop of reprints.

You do not usually need to send the part back — photos are normally enough, and for an international order they almost always are, because return postage on a small part can cost more than remaking it. If we do ask for the part back, we pay the return postage and tell you how to send it. Please keep the part until the claim is settled; we cannot assess a part that has been thrown out.

4. When the file or the measurement was wrong

If we printed exactly what you approved and it does not fit, the print is not defective — but you are still stuck with a part you cannot use, so:

• We reprint at cost. Material plus machine time, no setup fee, typically 40–60% of the original price.
• If we modelled the part from your photos and got a measurement wrong, that is our error and section 3 applies instead. Modelling is our work, not yours.
• Tell us what was off. A revision is usually a five-minute change.

We do not check your file for fitness of purpose. We check it for printability — thin walls, unsupported overhangs, geometry that will not survive — and we tell you before we print. Whether the design does the job it was meant to do is yours to decide.

5. Change of mind

Custom and made-to-order work cannot be returned or refunded because you changed your mind, decided not to go ahead, or found it cheaper elsewhere after we started. A part cut to your drawer has no second buyer. This is standard for made-to-order goods and it is why we quote in writing before anything is made.

Stock items may be returned within 14 days of delivery if they are unused and in their original packaging. Email us first for a return address. You pay the return postage; we refund the item price within 5 business days of it arriving back in saleable condition. There is no restocking fee.

6. Cancelling an order

When you cancel	What happens
Before we start modelling or printing	Full refund, no questions.
After modelling has started, before printing	Refund less the modelling time already spent, charged at our quoted modelling rate.
After printing has started	No refund — the material and the machine hours are already spent. We will still send you the part.

We will always tell you which stage your order is at before we take a payment, and we email you when printing begins so the deadline is never a surprise.

We may also cancel an order ourselves — if a file turns out to be unprintable, if a part would be unsafe, or if we cannot meet the date we promised. In that case you get a full refund, always.

7. Late, lost or damaged in transit

• Damaged in transit: section 3 applies. Photograph the box and the part and tell us within 14 days. We deal with the carrier, not you.
• Lost in transit: if tracking has not moved for 10 business days within Canada, or 20 business days internationally, we remake and reship at our cost, or refund you in full. International parcels sit in customs sometimes; that is a delay, not a loss.
• Late: if we miss the delivery date we gave you by more than 30 days, you may cancel and get a full refund. That is your right under Ontario law and we are not going to argue about it.
• Wrong address: if a parcel comes back because the address given was wrong, we will reship once you cover the postage again.
• Refused at customs: if a parcel is returned because import duty or tax was not paid, we refund the item less the postage both ways. Those charges are set by your country, not by us, and we cannot prepay them.

8. How refunds are paid

Refunds go back to the original payment method. We issue them within 5 business days of agreeing the refund, and always within the 15 days Ontario law allows. How long your bank takes after that is up to them, usually 3–10 days.

We do not offer store credit instead of a refund unless you ask for it.

9. What we are responsible for

Our responsibility for any order is limited to remaking the part or refunding what you paid for it, whichever you choose. We are not liable for indirect or consequential losses — a missed deadline, a project delayed, damage caused by a printed part being used in a way it was not quoted for.

Printed parts are not certified for safety-critical, structural, load-bearing, medical, food-contact or automotive-safety use unless we have agreed that in writing, which so far we have not. Plastic creeps under sustained load, softens in a hot car and degrades in sunlight. If a failure would hurt someone or damage something expensive, printing is the wrong process — ask us and we will say so.

Nothing here takes away the rights you have under Ontario's consumer protection legislation or any other law that cannot be contracted out of.

10. If we cannot agree

Email and say what you want to happen. We are a small shop; a real person reads it and answers within two business days. We would rather remake a part at a loss than argue with a neighbour.

If that does not resolve it, you can contact Ontario's Ministry of Public and Business Service Delivery, which handles consumer complaints. These terms are governed by the laws of Ontario.

This policy forms part of our Terms of Sale. It is written to be read, not to be hidden behind. If a clause seems unfair, tell us — we will look at it again.