Warranty, Returns & Consumer Guarantees
At Solid Lab, we take pride in producing high-quality 3D printed and custom-made products. We want you to be happy with your purchase and will work with you to resolve any genuine issue with a product we have supplied.
Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).
Nothing in this policy is intended to exclude, restrict or modify any rights or remedies you may have under the Australian Consumer Law.
Where a product fails to meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy depending on the circumstances and whether the failure is considered major or minor.
Faulty or Defective Products
If you believe your product is faulty, defective, damaged or does not match the agreed description or design, please contact us as soon as reasonably possible.
Please provide:
● Your name and order number
● A description of the issue
● Clear photographs of the product and the affected area
● Any other information reasonably required for us to assess the issue
If the product does not meet the consumer guarantees under the Australian Consumer Law, we will provide an appropriate remedy in accordance with the ACL.
For a minor problem, we may choose to repair the product, replace it or provide a refund.
For a major problem, you may be entitled to choose between a replacement or refund, or retain the product and seek compensation for the reduction in its value, as provided by the Australian Consumer Law.
Custom & Personalised Products
Many products sold by Solid Lab are made specifically to a customer’s requirements.
Before manufacturing a custom product, customers may be asked to confirm information such as dimensions, colours, wording, logos, artwork or other design specifications.
Customers are responsible for checking that information supplied to us is correct.
Where a product has been manufactured correctly in accordance with the specifications or design approved by the customer, we generally do not offer refunds or replacements simply because the customer changes their mind, supplied incorrect information or no longer wants the product.
This does not affect your rights under the Australian Consumer Law where the product is faulty, unsafe, does not match the agreed description or otherwise fails to meet an applicable consumer guarantee.
3D Printed Products
Due to the nature of additive manufacturing, 3D printed products may display minor characteristics associated with the manufacturing process, including visible layer lines, small surface variations, support marks or minor differences in finish.
These characteristics are not necessarily defects where they are reasonably expected for a 3D printed product and do not materially affect the product’s appearance, function, durability or agreed purpose.
We will not treat damage caused by misuse, modification, accidental damage, inappropriate installation, excessive force, exposure to conditions unsuitable for the material, or use outside the product’s intended purpose as a manufacturing defect.
Nothing in this section limits your rights under the Australian Consumer Law.
Colour & Appearance
We make reasonable efforts to accurately represent the colours and appearance of our products online. However, colours may appear slightly different depending on lighting, photography, screen settings, filament batches and the manufacturing process.
For custom orders, reasonable manufacturing variations may occur unless a particular specification has been expressly agreed upon before production.
Change of Mind
Unless otherwise stated, Solid Lab does not generally provide refunds or exchanges for change of mind, particularly for personalised, customised or made-to-order products.
This change-of-mind policy does not limit any rights you have under the Australian Consumer Law.
Damage Caused After Delivery
We are not responsible for damage caused by misuse, accidents, improper installation, unauthorised modification or use of a product in a manner inconsistent with its intended purpose.
However, this does not exclude any rights or remedies available to you under the Australian Consumer Law.
Making a Claim
If you experience a problem with your order, please contact us and provide your order number, details of the issue and photographs where appropriate.
Solid Lab
Warragul, Victoria, Australia
Email: admin@solidlab.com.au
We will assess your claim and work with you to provide an appropriate solution in accordance with the Australian Consumer Law.