Refund policy

Refund and Returns Policy

At Evo 3D LTD, we work hard to ensure every product reaches you in perfect condition and hope you’re delighted with your purchase. However, we understand there may be occasions where a return is necessary. This policy outlines the process and terms for returning goods.

1. General Returns Process

To initiate a return, please email Helpdesk@rapidfusion.co.uk within the relevant timeframe (outlined below) to request a Return Merchandise Authorization (RMA) number.
Important: No returns will be accepted without a valid RMA.

  • RMA numbers are valid for 14 days. Goods must be returned or made available for collection within this period. If not, a new RMA must be requested.
  • You are responsible for the goods until they arrive at our premises (or those of a relevant third party). Evo 3D LTD is not liable for loss or damage in transit.
  • Unless agreed otherwise in writing, return shipping costs are the responsibility of the customer.

2. Condition of Returned Goods

Returned items must:

  • Be in original condition and packaging
  • Include all manuals, accessories, and documentation
  • Not be defaced, damaged, or altered
  • Have the RMA number clearly visible on the outer packaging

Failure to meet these conditions may result in rejection of the return or a restocking/handling fee being applied at our discretion.

3. Faulty or Defective Goods

  • Some goods may fall under manufacturer-specific pixel tolerance thresholds, which could affect return eligibility.
  • For items covered by third-party warranties, please contact the manufacturer directly first. If they instruct you to return the product to us, ensure you include any relevant reference numbers or reports.
  • For goods under our warranty, valid returns will be reviewed upon receipt.
  • If no fault is found, or damage is deemed to be customer-caused, a minimum 20% restocking fee will apply, adjusted based on labour and packaging condition.

4. Incomplete Deliveries

Missing items must be reported within 7 days of receipt. This allows us to investigate and resolve the issue promptly.

5. Incorrect Deliveries

If you receive:

  • Incorrect goods
  • Incorrect quantities
  • Goods delivered to the wrong address (where your order was correctly submitted)

Please notify us within 2 business days of delivery. Include product name, serial number, order details, and a description of the issue. Late notifications may not be accepted. If the error is ours, we will collect and replace the goods at our expense.

6. Customer Order Errors

If you've placed an incorrect order:

  • Returns may be accepted at our discretion after the “Invoice and Shipping Confirmation” has been sent.
  • A minimum 20% restocking fee will apply.
  • Opened items may incur higher fees.
  • Custom, special-order, or made-to-spec items are usually non-returnable, but you may still request a return which will be reviewed case-by-case.

7. Order Cancellations

If you need to cancel an accepted order, submit your request as soon as possible. Approval is at our sole discretion. If approved:

  • You will be liable for associated costs, including labour, materials, and lost profits.
  • A 20% cancellation/restocking fee will apply.

If goods have already been delivered after cancellation approval, notify us within 2 business days and we will arrange collection.

8. Transit Damage or Loss

If goods are damaged on arrival:

  • Note the damage on the delivery driver’s paperwork.
  • Take clear photographs and email them to Helpdesk@evo3d.co.uk
  • Submit your return request within 2 business days

Claims submitted outside this timeframe or without proof of damage may not be accepted.

Final Notes

We reserve the right to reject returns that do not comply with this policy. Return requests will not be accepted from customers with suspended accounts.