Returns & Refund Policy

1. Your Rights Under Australian Consumer Law

The ACL gives you non-waivable consumer guarantees. Under these guarantees:

For a major failure (goods that are unsafe, differ significantly from their description, or are substantially unfit for their purpose), you are entitled to:

• Reject the goods and choose a full refund or a replacement, or
• Keep the goods and seek compensation for the reduction in value

For a minor failure, you are entitled to a remedy — which may be a repair, replacement, or refund at our election.

If you are unsure of your ACL rights, visit accc.gov.au or contact the ACT Civil & Administrative Tribunal (ACAT).

2. Change of Mind Returns

We accept change-of-mind returns as a courtesy, subject to the following conditions:

• Time limit: Contact us within 30 days of the delivery date
• Condition: Product must be unopened, in original sealed packaging, with no signs of tampering, damage, or moisture exposure
• Return shipping: You are responsible for the cost and safe return of the item. We recommend a tracked service. We are not liable for items lost or damaged in return transit.
• Refund: Full refund to your original payment method, processed within 5–10 business days of receipt and inspection

We reserve the right to refuse a change-of-mind return if the product does not meet the above conditions, shows signs of use or tampering, or if we have reasonable grounds to believe the product has been opened.

This is a voluntary store policy. Change-of-mind returns are not required by the ACL.

3. Defective or Faulty Products

If your product is defective or faulty, your ACL rights apply. We also offer the following process to make resolution faster:

• Report: Email peter@spool3d.com.au with your order reference and photos or video clearly showing the defect
• Evidence: For filament-specific defects (e.g. tangling, diameter inconsistency, contamination), provide clear evidence including measurements or photographs where applicable
• Return: Where we require the defective product returned, we will provide a prepaid return label at no cost to you
• Remedy: We will offer your choice of a full refund or a free replacement, subject to availability

We recommend reporting defects within 30 days of delivery for faster resolution, though your ACL rights extend beyond this period for defects that were present at the time of purchase.

4. Wrong Item Received

If you receive a product that differs from what you ordered:

1. Email peter@spool3d.com.au with your order reference and a photo of the item received
2. We will send a prepaid return label
3. Once the incorrect item is received, we will dispatch the correct item at no additional cost
4. If the correct item is unavailable, we will issue a full refund

5. How to Initiate a Return

1. Email peter@spool3d.com.au with: your order reference number, the reason for your return, and photos where relevant (defects, wrong items)
2. We will respond within 2 business days with return instructions and, where applicable, a prepaid label
3. Pack the item securely in its original packaging and ship it using a tracked service
4. Once received and inspected, we will process your refund or dispatch a replacement within 5–10 business days

Do not return items without first contacting us. Unsolicited returns may not be processed.

6. Condition Requirements

Returned items must be:

• In original, undamaged packaging (for change-of-mind returns: sealed and unopened)
• Free from damage, contamination, or deterioration caused after delivery
• Accompanied by your order reference number

Items that do not meet these requirements may be returned to you or subject to a reduced refund, at our reasonable discretion, except where a major consumer guarantee failure applies.

7. Refunds

• All refunds are issued to the original payment method via Stripe
• We do not offer store credit, gift cards, or cash refunds
• Refunds are processed within 5–10 business days of our receipt and approval of the return
• Your bank or card provider may take additional time to post the refund to your account — this is outside our control

8. Opened Filament

Opened or partially used filament spools cannot be returned for a change-of-mind refund. Once opened, filament may have been exposed to atmospheric moisture, which affects its print quality and renders it unsuitable for resale.

Exception: Opened filament may be returned if it is demonstrably defective (see Section 3). Defects attributable to exposure to moisture after opening (e.g. brittleness, bubbling) are not covered unless we can confirm the defect pre-existed opening.

9. Colour and Weight Variation

Colour: Product photographs and colour swatches are representative and indicative only. Actual colour appearance varies depending on monitor calibration, ambient lighting, photographic conditions, and manufacturing batch. Minor variation in colour between the product photo and the physical spool, or between different batches of the same colour, is a normal characteristic of filament manufacturing and does not constitute a defect or grounds for a return.

Weight: Spool weights are nominal (e.g. "1 kg"). Actual filament weight may vary within industry-standard tolerances of approximately ±3–5% due to spool tare weight, moisture content at the time of production, and filament diameter variation. This variation is standard across the filament industry and is not a defect.

If you believe a weight shortfall falls outside these tolerances, please contact us with supporting evidence (e.g. tare weight and total weight measurements) and we will investigate.

10. Fitness for Purpose — Printing Outcomes

Our filament is designed for use in consumer FDM (Fused Deposition Modelling) 3D printers. However, print quality is determined by a combination of factors — most of which are outside our control — including but not limited to:

• Your printer model, hardware condition, and calibration (bed levelling, nozzle height, extruder calibration)
• Print temperature settings (nozzle and bed)
• Print speed, layer height, and infill settings
• Ambient temperature and humidity in your printing environment
• Filament storage conditions (moisture ingress)
• Slicer software settings and profile quality

Poor print quality that is attributable to printer calibration, incorrect settings, or improper filament storage does not constitute a product defect. We are happy to provide printing guidance — email us at peter@spool3d.com.au.

Tip: If you're experiencing poor print quality, try drying the filament (70°C for 4–8 hours) before concluding it is defective. Most "bad print" issues are caused by moisture-absorbed filament.

11. Chargeback Policy

If you initiate a chargeback or payment dispute with your bank or card issuer before contacting us and giving us at least five (5) business days to resolve your concern, you forfeit your entitlements under this voluntary Returns and Refund Policy. Your statutory rights under the ACL are not affected by this clause. Customers who initiate chargebacks without prior contact may be refused future orders.

Contact Us

Returns enquiries: peter@spool3d.com.au
Response within 2 business days
Spool3D  ·  ABN 28 586 980 199