Refund policy

Return & Refund Policy

Last updated: 27 September 2026

Thank you for shopping with 3DPAL.

We want you to be happy with your purchase. If you have a problem with an item you have purchased from us, please contact us driectly through our website or write to Lawrencem1@optusnet.com.au and we will work with you to resolve the issue.

This Return & Refund Policy applies to purchases made through our online store and is subject to your rights under the Australian Consumer Law (ACL).

1. Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy is intended to exclude, restrict or modify any rights you may have under the Australian Consumer Law.

2. Faulty, Damaged or Incorrect Items

If your order:

  • arrives damaged;

  • is faulty or defective;

  • does not match the product description;

  • is significantly different from what you ordered;

  • is missing parts or components; or

  • is otherwise affected by a problem covered by the Australian Consumer Law,

please contact us as soon as reasonably possible.

We may ask you to provide photographs, videos or other information to help us assess the issue.

Depending on the circumstances and your rights under the Australian Consumer Law, we may provide a:

  • repair;

  • replacement;

  • refund; or

  • other appropriate remedy.

Where a product has a major failure, you may be entitled to choose between a refund and a replacement.

Where the failure is minor, we may first provide an opportunity to repair or otherwise rectify the problem, as permitted by the Australian Consumer Law.

If we determine that a product has a problem covered by the Australian Consumer Law, we will also cover any reasonable return costs you have incurred in accordance with the law.

3. Change of Mind Returns

Unless otherwise stated on the product page, 3DPAL does not offer refunds or exchanges simply because you have changed your mind, ordered the wrong item, no longer want the product, or found the product cheaper elsewhere.

This does not affect your rights under the Australian Consumer Law.

If we have specifically stated that a particular product is eligible for a change-of-mind return, any conditions applying to that offer will be displayed with the relevant product or communicated to you at the time of purchase.

4. Products Damaged During Delivery

Please inspect your order when it arrives.

If your product has been damaged during delivery, please contact us promptly and provide photographs of:

  • the damaged product;

  • the packaging;

  • the shipping label; and

  • any visible damage to the packaging.

This information helps us investigate the issue with the delivery provider and determine the appropriate remedy.

Your rights under the Australian Consumer Law are not affected by this process.

5. Incorrect Item Received

If we have sent you an item that is different from the item you ordered, please contact us before returning it.

We will arrange an appropriate solution, which may include sending the correct item or providing another remedy where required.

6. Returning an Item

Where we require an item to be returned, we will provide you with return instructions.

Please do not send products to an address unless we have provided return instructions.

Where the return relates to a problem covered by the Australian Consumer Law, we will handle reasonable return costs in accordance with your legal rights.

For change-of-mind returns where we have expressly agreed to accept the return, the return shipping costs may be your responsibility unless otherwise stated.

7. Refunds

If you are entitled to a refund, the refund will generally be made using the original payment method.

Once a refund has been approved, processing times may vary depending on your payment provider, bank or card issuer.

We will process approved refunds within a reasonable timeframe.

8. Sale Items

Sale and discounted products are still covered by the Australian Consumer Law.

A product being sold at a reduced price does not remove your legal rights if the product has a problem covered by the Australian Consumer Law.

Where a particular fault or defect was clearly disclosed to you before purchase, you may not be entitled to a remedy for that disclosed issue.

9. Products Damaged or Misused by the Customer

Consumer guarantees generally do not apply to problems caused by misuse, accidental damage or failure to follow reasonable instructions.

If a product has been damaged after delivery through misuse, improper installation, modification, neglect or other actions outside the normal use of the product, we may not be responsible for the resulting damage.

This does not affect any rights you may have under the Australian Consumer Law.

10. Proof of Purchase

We may request reasonable proof of purchase, such as:

  • your order number;

  • purchase receipt;

  • confirmation email; or

  • other information that allows us to identify the purchase.

11. How to Request a Return or Refund

To request assistance with an order, please contact us through our website's contact page or using the contact details provided on our website.

Please include:

  1. Your name;

  2. Order number;

  3. The product concerned;

  4. A description of the issue; and

  5. Photographs or other evidence where relevant.

We will review your request and advise you of the next steps.

12. Contact Us

If you have any questions regarding returns, refunds or your order, please contact us through the contact details provided on our website or email us directly @ Lawrencem1@optusnet.com.au

3DPAL

Australia

Important: This policy does not limit or exclude any rights you have under the Australian Consumer Law.