Refund policy

Last updated: 20 September 2026

We want every piece to arrive as you imagined it. This policy explains what happens if you change your mind, and what we do if something arrives damaged or isn't right. It sits alongside your legal rights as a consumer, which it does not reduce.

1. Changing your mind before we print

Pieces are printed to order, usually within one working day of your order. If you want to cancel or change colours, email info@themenagerist.co.uk with your order number as soon as possible. If printing has not started, we will cancel or amend the order and refund in full within 14 days.

2. Changing your mind after printing has started

Every piece is printed in the colours you chose on the product page, so it is made to your specification. Under the Consumer Contracts Regulations 2013 the 14-day right to cancel a distance purchase does not apply to goods made to the consumer's specification or clearly personalised. Once printing has started, a change-of-mind return is therefore not available for colour-chosen pieces. We tell you this at checkout and on every product page, and it is why we ask you to check your colour choices before paying.

If a piece is ever sold ready-made in a fixed colour (for example a display sample), the normal 14-day cancellation right applies: tell us within 14 days of delivery, return it unused within 14 days of telling us, and we refund the piece and standard delivery within 14 days of receiving it back. Return postage for change-of-mind returns is paid by you.

3. Damaged in transit

Our pieces are packed in a rigid box with cushioning, but articulated prints have thin parts. If your parcel arrives damaged, email us within 48 hours of delivery with your order number and photos of the damage and the packaging. We will send a replacement piece at no cost, or refund you in full if you prefer. Please keep the packaging until we have replied, as the carrier may ask to inspect it.

4. Faulty or not as described

Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described. This applies to every piece, including colour-chosen ones. If a piece has a genuine fault — for example a joint fused solid, a missing part, a print failure, or colours that do not match the choices recorded on your order — you have the right to reject it for a full refund within 30 days of delivery, or to a free repair or replacement within six months (and beyond that in some circumstances). We pay return postage for faulty items.

Please note what is not a fault: fine layer lines, small marks where supports or the print bed touched the piece, slight surface variation, colour pattern differences on rainbow, starry and glow filaments, and dimensions within a few millimetres of those shown. These are inherent to 3D printing and are described on every product page.

5. How to return something

Email info@themenagerist.co.uk first — please do not send anything back without contacting us. Include your order number, a short description and photos. We will reply within two working days with the next step. Returns go to: The Menagerist (DecalsLab Ltd), Unit C, Chalmers Way, Gillingham ME8 6PF. Pack the piece in its original box where possible.

6. Refunds

Refunds go back to the payment method used for the order. We process them within 14 days of agreeing the refund (or of receiving the returned piece where a return is needed); your bank or card provider may take a few more days to show it.

7. Wrong address or uncollected parcels

If a parcel is returned to us because the address you gave was incomplete or incorrect, or because it was not collected from the carrier, we can resend it for the cost of a second delivery, or refund the piece less the original delivery cost.

8. Questions

Email info@themenagerist.co.uk. If we cannot resolve a problem together, you can get free advice from Citizens Advice.