Vexil 3D Labs (Pty) Ltd (“Vexil,” “we,” “us”) wants you to be genuinely happy with what you buy. This policy explains your rights under South African law, plus what we offer on top of that.
Change of Mind: Your 7-Day Right to Cancel
Under section 44 of the Electronic Communications and Transactions Act, you can cancel most online orders within 7 days of receiving your goods, without giving a reason.
To use this right:
- Contact us at sales@vexil3dlabs.co.za or 083 744 0069 within 7 days of delivery.
- Return the item in its original condition and, where possible, original packaging.
- You are responsible for the cost of returning the item to us, unless the item is defective or we made an error (see below).
- Once we receive and inspect the returned item, we’ll refund your payment using the same method you paid with, within a reasonable time.
This 7-day right does not apply to:
- Filament that has been opened, used, or has had its vacuum seal broken (once opened, we can’t resell it — this matters for hygiene and moisture-exposure reasons specific to filament)
- Custom or made-to-order 3D prints — anything printed to your own file, spec, or design
- Digital products (slicer config files, the Print Cost Calculator, and similar downloads) once the download has been provided
Faulty or Incorrect Items
This is separate from — and doesn’t depend on — the 7-day change-of-mind window above. If an item arrives defective, damaged in transit, or not what you ordered, you’re entitled to a repair, replacement, or refund under the Consumer Protection Act, regardless of how long you’ve had it, provided you report it within a reasonable time of discovering the problem. Contact us with your order number and photos of the issue, and we’ll sort it out — return shipping is on us when the fault is ours.
Our First-Print Replacement Guarantee
On top of your statutory rights, every custom print order comes with Vexil’s First-Print Replacement Guarantee: if your first print of a design doesn’t come out right due to a printing issue on our end, we’ll reprint it at no charge. This doesn’t cover issues caused by a flawed file, an unprintable design, or a change of mind about the design itself — for those, we’re happy to quote a reprint.
Custom & Made-to-Order Prints
Because custom prints are made specifically for you, they aren’t eligible for change-of-mind returns once printing has started — this is consistent with the “made to order” exclusion under both the CPA and ECTA. If something’s gone wrong with a custom print because of an error on our side (wrong material, wrong scale, a print defect), that’s covered under Faulty or Incorrect Items above, not this section.
Digital Products
Digital downloads (slicer profiles, the Print Cost Calculator, and similar files) are supplied instantly on purchase. Because the product is delivered in full at the point of sale, we’re not able to offer a change-of-mind refund once the file has been downloaded. If a digital product is faulty — the file won’t open, doesn’t match its description, or similar — contact us and we’ll fix it or refund you.
How Refunds Are Processed
- Refunds go back to your original payment method (EFT reversal, or via PayFast for card payments).
- We process approved refunds within 3-5 business days of receiving and inspecting the returned item — Riaan: fill in your actual turnaround time here.
- You’ll get an email confirming when your refund has been issued.
Shipping Costs on Returns
- Change of mind: you cover the return shipping cost.
- Our error, or a defective item: we cover the return shipping cost, and will arrange collection or reimburse your courier cost.
Questions?
Reach us at sales@vexil3dlabs.co.za or 083 744 0069 (also WhatsApp), Monday to Friday, 8am–5pm. We reply personally — no call centre.
This policy was last updated 15 September 2026. Vexil 3D Labs (Pty) Ltd, Alberton, Gauteng, South Africa. VAT number: 4580323402. Company registration: 2019/233166/07.