Returns and refunds
Last updated: 23 September 2026
Contact info@layermate3d.com with your order number before sending an item back. We will reply with return instructions and a return address.
Change of mind
For standard, non-personalised products, contact us within 14 days of delivery if you change your mind. We accept a return if the item is unused, undamaged and in its original condition. You pay return postage and the item remains your responsibility until it reaches us. Once received and checked, we refund the product price to the original payment method. Original shipping charges are not refunded for change-of-mind returns.
We do not accept change-of-mind returns for personalised, custom-made or made-to-order items, unless agreed otherwise in writing before purchase. This does not affect your rights if an item is faulty, damaged, unsafe or does not match its description.
Problems with your order
If your item arrives damaged, is faulty, or differs from its description, email us with your order number, a description of the problem and photos if available. Contact us as soon as you notice the issue. The 14-day change-of-mind window does not limit your rights under the Australian Consumer Law. Depending on the issue, you may be entitled to a repair, replacement or refund. We cover reasonable return postage where required for a valid consumer guarantee claim.
Your rights under the Australian Consumer Law cannot be excluded by this policy. Email info@layermate3d.com with any return questions.