Free Shipping on 3D Print Orders Over $25 · New Arrivals Weekly

Return Policy

Last updated: February 25, 2026

We want you to be completely satisfied with your purchase. Our return policy covers both standard product purchases (model kits, tools, accessories) and custom 3D printed items. Because these are different types of products, different policies apply to each.

Product Returns (Model Kits, Tools, Accessories)

30-Day Return Policy

We offer a 30-day return policy on new, unused, and sealed merchandise. You have 30 days after receiving your item to request a return.

Eligibility

To be eligible for a return, your item must be:

  • In the same condition that you received it — unused, with tags, and in its original packaging
  • Accompanied by a receipt or proof of purchase

How to Start a Return

  1. Contact us at support@artrovogundam.com with your order number and reason for return
  2. We will review your request and, if approved, send you a return shipping label and instructions
  3. Ship the item to: 21625 Grovepark Dr, Santa Clarita, CA 91350
  4. Once we receive and inspect the item, your refund will be processed

Items That Cannot Be Returned

  • Opened or built model kits
  • Custom or personalized items
  • Sale items and clearance merchandise
  • Gift cards
  • Hazardous materials, flammable liquids, or aerosol paints

Damaged or Defective Products

Please inspect your order upon delivery. If you received a defective, damaged, or incorrect item, contact us immediately at support@artrovogundam.com so we can evaluate the issue and make it right. All of our products are sourced from licensed distributors and meet manufacturer quality standards.

Custom 3D Print Returns

Because every 3D printed item is custom-manufactured to your specifications, our return policy for prints differs from standard retail. We stand behind the quality of our work and want you to be satisfied with your order.

Cancellations — Before Printing Begins

You may cancel your 3D print order for a full refund at any time before it enters the "printing" stage. To cancel, visit your order page and click "Cancel Order," or contact us.

Cancellations — After Printing Begins

Once printing has started, cancellations are handled on a case-by-case basis. If the print is in early stages, we may be able to stop it and issue a partial refund. Contact us as soon as possible.

Quality Guarantee

We are committed to delivering high-quality 3D prints. If your order arrives with any of the following issues, we will reprint or refund at no extra cost:

  • Significant layer separation or delamination
  • Missing features or broken sections due to print failure
  • Incorrect material or color from what was ordered
  • Dimensional errors exceeding the tolerance for the selected quality tier
  • Damage during shipping (visible upon delivery)

What's Not Covered

Since 3D printing is a manufacturing process, some characteristics are normal:

  • Minor layer lines consistent with the selected quality tier (especially Draft tier)
  • Small imperfections from support material removal
  • Slight color variation between batches of the same filament
  • Design issues present in the original 3D model file
  • Parts printed exactly as specified that don't meet unstated expectations

How to Request a Reprint or Refund (3D Prints)

  1. Contact us within 14 days of receiving your order
  2. Include your order number and photos showing the issue
  3. We will review your claim within 2 business days
  4. If approved, we will offer a reprint or refund at your choice

Bulk Order Returns

For bulk orders (50+ units), we will inspect a sample before full production whenever possible. Partial returns may be arranged if a portion of the batch has quality issues. Deposits are non-refundable once production has begun.

Marketplace (Bounty Board) Transactions

Purchases made through our Bounty Board marketplace are peer-to-peer transactions between buyers and sellers. The platform acts as an escrow intermediary — we hold payment until the transaction is complete.

Inspection Period

After delivery is confirmed, buyers have 5 business days to inspect the item. During this period, escrowed funds are held. If you are satisfied with your purchase, you can confirm receipt early to release funds to the seller immediately.

Disputes

If there is an issue with your marketplace purchase, you may open a dispute during the escrow hold period. Valid reasons for a dispute include:

  • Item not as described
  • Item damaged in shipping
  • Wrong item received
  • Item not received

Opening a dispute freezes the escrowed funds pending admin review. Possible resolutions include a full refund to the buyer, a partial refund, or release of funds to the seller. Disputes are reviewed and resolved by our platform administrators.

For full marketplace terms, see our Marketplace Policies.

Refund Timeline

  • Product return refunds: Processed within 10 business days of receiving the returned item
  • 3D print cancellation refunds: Processed within 3–5 business days
  • 3D print quality issue refunds: Processed within 5–7 business days after approval
  • All refunds are returned to the original payment method via Stripe
  • If more than 15 business days have passed since your refund was approved, please contact us

EU 14-Day Cooling-Off Period

Customers in the European Union have the right to cancel or return their order within 14 days of receiving the goods, for any reason and without justification. Items must be returned in the same condition as received. Custom 3D printed items are exempt from this right as they are made to the customer's specifications.

Contact

For return or refund requests, email us at support@artrovogundam.com or use our contact form.