Returns & Refunds Policy
Last Updated: 15 September 2026
At RAS3DPRINT (Pty) Ltd, we want our customers to be satisfied with their purchases.
This Returns & Refunds Policy explains when products may be returned, who is responsible for return courier costs and how refunds are processed.
Nothing in this policy limits any rights that consumers have under the Consumer Protection Act 68 of 2008 (CPA), the Electronic Communications and Transactions Act 25 of 2002 (ECTA) or other applicable South African law.
1. 7-Day Return Policy
For qualifying products purchased through our online store, customers may notify us that they wish to return their purchase within 7 days after receiving the goods.
For a normal change-of-mind return:
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You must notify us within 7 days of receiving the order.
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The customer is responsible for the direct cost of returning the goods to RAS3DPRINT.
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Products must be returned to RAS3DPRINT within a reasonable period after the return has been authorised.
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Customers should take reasonable care of products while they are in their possession.
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Where possible, products should be returned with their original packaging, accessories and documentation.
This 7-day return policy does not reduce any additional rights that you may have under South African consumer law.
2. How to Request a Return
To request a return, contact:
Email: info@ras3dprint.co.za
Please provide:
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Your name
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Order number
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Product you wish to return
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Reason for the return
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Photographs where the product is damaged, defective or incorrect
Please wait for return instructions before sending a product back.
3. Change-of-Mind Returns
Where a qualifying online purchase is returned because you have changed your mind, the customer is responsible for the direct cost of returning the goods to RAS3DPRINT.
RAS3DPRINT will not be responsible for loss or damage caused by inadequate packaging during a customer-arranged return.
We therefore recommend using a courier service that provides tracking.
4. Custom and Personalised Products
The statutory 7-day ECTA cooling-off right does not generally apply to goods that:
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Are manufactured according to the customer's specifications
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Are clearly personalised
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By their nature cannot reasonably be returned
This is particularly relevant to:
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Custom 3D printed parts
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Customer-specific designs
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Products manufactured from customer-supplied CAD, STL or STEP files
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Products manufactured to customer-supplied dimensions
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Personalised products
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Custom CAD design work
Once manufacturing or design work has started, custom orders generally cannot be cancelled or returned simply because the customer has changed their mind.
This does not remove your rights if the product is defective, incorrectly manufactured or does not comply with the specifications agreed with RAS3DPRINT.
5. Filament Returns
Standard unopened or unused filament may be returned where the return qualifies under this policy or applicable law.
If you are returning filament because you have changed your mind, the customer is responsible for the return courier cost.
Please package filament carefully to prevent damage or moisture exposure during return transport.
Opening or using a product does not remove any statutory rights you may have where the product itself is defective.
6. Defective Products
Products supplied by RAS3DPRINT are subject to the statutory implied warranty of quality under the Consumer Protection Act where applicable.
If goods are defective, unsafe, not reasonably suitable for their ordinary intended purpose or otherwise fail to meet the standards required by the CPA, you may have the right to return them within the applicable statutory period.
Under the CPA, qualifying defective goods may generally be returned within 6 months after delivery, without penalty and at the supplier's risk and expense.
Where the CPA applies, the customer may be entitled to choose between:
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Repair
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Replacement
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Refund
subject to the requirements of applicable law.
RAS3DPRINT may inspect the returned product to determine the nature and cause of the reported defect.
7. What Is Not Considered a Product Defect
A product will not automatically be considered defective where the problem results from:
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Incorrect use
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Incorrect installation
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Accidental damage
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Modification of the product
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Improper storage
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Normal wear and tear
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Failure to follow product or manufacturer instructions
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Damage occurring after delivery
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Incorrect printer settings
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Incorrect filament settings
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Moisture caused by improper filament storage
Each claim will be assessed according to the circumstances and applicable consumer law.
8. Filament and Printing Results
3D printing results can vary significantly between printers and users.
Factors including the following can affect print quality:
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Nozzle temperature
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Bed temperature
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Print speed
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Cooling
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Printer calibration
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Slicer settings
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Nozzle condition
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Filament moisture
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Storage conditions
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Build surface
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Printer design
A filament not producing the customer's preferred result with a particular printer or setting does not automatically mean that the filament is defective.
Where a genuine manufacturing or material defect exists, the customer's statutory rights remain unaffected.
9. Incorrect Products
If RAS3DPRINT sends you a product different from the product you ordered, please contact us as soon as possible.
Where the incorrect product was supplied due to an error by RAS3DPRINT, we will arrange the appropriate return and replacement or refund at our cost, as required by applicable law.
Do not use an incorrectly supplied product if you intend to return it.
10. Products Damaged During Delivery
If your order arrives damaged, please contact us as soon as reasonably possible.
We recommend notifying us within 48 hours of delivery where possible so that we can promptly investigate the matter with the courier.
Please provide:
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Your order number
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Photographs of the parcel
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Photographs of the courier label
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Photographs of the packaging
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Photographs of the damaged product
Please retain all original packaging until the matter has been resolved.
The 48-hour notification request assists us with courier claims and does not remove any statutory consumer rights.
11. Return Courier Costs
Change of Mind
For an eligible return where the customer has simply changed their mind:
The customer is responsible for the direct cost of returning the goods.
Defective or Incorrect Goods
Where goods are legitimately returned because they are defective or because RAS3DPRINT supplied the incorrect product, return costs will be handled by RAS3DPRINT where required by applicable South African law.
Customers should contact us before arranging their own courier for defective or incorrectly supplied goods.
12. Returning a Product
Unless otherwise instructed, authorised returns must be sent to:
RAS3DPRINT (Pty) Ltd
2 Ridge Avenue
Hoeveld Park
Witbank
1034
South Africa
Please ensure that the product is securely packaged.
Include your:
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Name
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Order number
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Contact details
inside or clearly associated with the returned parcel.
13. Refunds
Once a returned product has been received, we may inspect it where appropriate.
Where a refund is approved or legally required, it will be processed using the original payment method where reasonably possible.
Where the statutory ECTA cooling-off right applies, refunds will be processed within the period required by law.
Banks and payment providers may take additional time to reflect a refund after it has been processed by RAS3DPRINT.
14. Original Delivery Charges
Refunds relating to delivery charges will be handled according to the reason for the return and applicable South African law.
Where a customer is exercising a statutory cooling-off right, RAS3DPRINT will refund amounts required by law.
The customer remains responsible for the direct cost of returning the goods where permitted by law.
15. Exchanges
Where appropriate, customers may request an exchange instead of a refund.
Exchanges remain subject to:
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Product availability
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The reason for the return
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Product condition
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Applicable consumer law
If the replacement product has a different price, the difference may need to be paid or refunded as applicable.
16. Sale and Promotional Products
Products purchased on sale or using a promotion are not automatically excluded from consumer protection rights.
Qualifying promotional products may still be returned where permitted by this policy or South African law.
A reduced price does not remove statutory rights relating to defective goods.
17. Refunds for Custom 3D Printing
Custom 3D printed products manufactured correctly according to:
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Customer-supplied files
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Customer-supplied dimensions
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Customer-approved CAD designs
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Customer-approved specifications
cannot generally be returned merely because the customer later decides that the design, size or specification is unsuitable.
However, if RAS3DPRINT manufactures the product incorrectly or the product does not comply with the agreed specification, please contact us so that we can investigate and provide an appropriate remedy.
18. CAD and Design Services
CAD and design services that have already commenced may not qualify for a change-of-mind refund where the law excludes the applicable cooling-off right.
Where a design service is defective or materially fails to comply with the agreed requirements, the matter will be handled in accordance with applicable South African consumer law.
19. Order Cancellations Before Dispatch
If you wish to cancel an order before it has been dispatched, contact us as soon as possible at:
If the order has not yet been processed, manufactured, specially ordered or dispatched, we will attempt to accommodate the cancellation.
Custom products or services where work has already begun may not be cancellable where permitted by law.
20. Contact Us
For returns, exchanges, refunds or product problems, contact:
RAS3DPRINT (Pty) Ltd
Company Registration Number: 2024/124158/07
2 Ridge Avenue
Hoeveld Park
Witbank
1034
South Africa
Email: info@ras3dprint.co.za
Website: www.ras3dprint.co.za