Returns & Refunds Policy

The short version

• Custom-printed items (toys, homeware, phone cases, car parts, and any commissioned piece) are made specifically for your order, so we can't accept change-of-mind returns on them — this is a legal exclusion for custom-made goods, not just our house rule.
• Filament spools (ready stock) can be cancelled and returned within 7 days of delivery, no reason needed, as long as they're unopened and unused.
• Anything that arrives faulty, damaged, or wrong — custom or not — is covered. We pay the return shipping and you choose repair, replacement, or refund.

1. Custom & made-to-order items

Nearly everything we sell is printed once you order it — that's the nature of a small print shop. Because these items are made to your specification (colour, size, finish, or a one-off design), the Electronic Communications and Transactions Act specifically excludes custom-made goods from the standard cooling-off cancellation right. In plain terms: once we've started printing, we can't take a change-of-mind return on it, because it was made for you and typically can't be resold.

If you need to change or cancel a custom order, contact us as soon as possible — if printing hasn't started yet, we'll usually be able to accommodate a change or cancellation. Once printing has begun, we may not be able to.

2. Filament spools — 7-day cooling-off right

Filament is stock we hold ready to ship, not made specifically for you, so it's covered by the standard 7-day cooling-off right for online purchases under South African law (Electronic Communications and Transactions Act, section 44).

• You have 7 days from the date you receive the spool to cancel, no reason required.
• The spool must be unopened, unused, and in its original, resalable condition.
• Email us at lapanzaonline@gmail.com with your order number to start a cooling-off cancellation. We'll confirm the return address.
• You're responsible for the cost of returning the item to us.
• Once we've received the returned spool in the condition described above, we'll refund the purchase price (excluding your original outbound shipping cost) within 30 days.

3. Faulty, damaged, or incorrect items

This applies to everything we sell, custom or not — the Consumer Protection Act gives you an implied warranty that goods will be free of defects for six months from the date you receive them, and nothing in this policy limits that.

1. Contact us at lapanzaonline@gmail.com with your order number and photos of the issue as soon as you notice it — ideally within 7 days of delivery for transport damage or an obviously wrong item, so we can act quickly (this doesn't limit your 6-month warranty rights for a genuine defect that shows up later).
2. We'll assess it and, if there's a valid claim, arrange collection or a prepaid return at our cost — you shouldn't be out of pocket for our mistake or a genuine defect.
3. You choose repair, replacement, or a full refund, subject to what's reasonably possible for the item in question.
4. Refunds are paid back to your original payment method, normally within 30 days of us receiving and confirming the returned item.

4. What isn't covered

A few things that aren't treated as defects:

• Minor colour variation between what's shown on screen and the physical print (screens vary, and filament batches can vary slightly between spools).
• Small dimensional or finish differences that are typical of FDM 3D printing and don't affect how the item works or looks as intended.
• Damage from normal wear and tear, misuse, or modifying/repairing the item yourself after delivery.
• Change of mind on a custom-printed item (see section 1).

5. How to reach us

For any return, refund, or warranty question: lapanzaonline@gmail.com or 082 663 9608. Please include your order number — it's the fastest way for us to help.

If we can't reach an agreement, you can refer the matter to the Consumer Goods and Services Ombud. This policy works alongside our Terms & Conditions and doesn't limit any right you have under the Consumer Protection Act or the Electronic Communications and Transactions Act.