Refund policy
Returns & Refunds Policy
At Lightning Layers, many of our products are made to order, custom designed, or produced specifically for each customer. Because of this, we do not accept returns, refunds, or exchanges for change of mind, incorrect selection, customer-provided errors, or customer-requested changes once production has begun.
This does not exclude, restrict, or modify your rights under Australian Consumer Law.
1. Change of Mind
We do not offer returns, refunds, or exchanges if you:
- change your mind after placing an order
- choose the wrong product, colour, size, design, or option
- provide incorrect custom details, names, wording, files, measurements, or instructions
- no longer want the item after it has been made
- find a similar product elsewhere
- do not read the product description before purchasing
Please review your order carefully before checking out. If you have questions about a product, material, colour, size, or custom request, please contact us before placing your order.
2. Custom and Made-to-Order Products
Custom and made-to-order products are created specifically for your order. Once production has begun, changes, cancellations, returns, refunds, or exchanges may not be possible.
For custom orders, you are responsible for making sure all details, files, names, wording, colours, measurements, and instructions are correct before submitting your order.
Lightning Layers is not responsible for errors caused by incorrect, incomplete, low-quality, flawed, or unsuitable customer-provided information or files.
3. Faulty, Damaged, or Incorrect Items
If your item arrives damaged, defective, unsafe, or significantly different from its product description, please contact us within 7 days of delivery.
Please email us at:
Include:
- your order number
- a clear description of the issue
- clear photos of the item
- photos of the packaging, if the item arrived damaged in transit
We may request further information so we can assess the issue properly.
Where required by law, we will provide an appropriate remedy. This may include a repair, replacement, refund, or another suitable solution depending on the issue.
4. 3D Printed Product Variations
Due to the nature of 3D printing, minor variations may occur between products. These may include visible layer lines, slight colour differences, texture variations, seam lines, support marks, minor surface imperfections, or small differences in finish.
These are normal characteristics of 3D printed items and are not considered defects unless they materially affect the function, safety, or advertised appearance of the product.
Product colours may also appear differently depending on screen settings, lighting, material batches, and supplier variation.
5. Return Approval
Please do not return any item without contacting us first.
Unauthorised returns may not be accepted. If a return is required, we will provide instructions after assessing your request.
Customers may be responsible for return shipping costs where the return is not related to a fault, defect, damage, or issue covered by Australian Consumer Law.
6. Shipping Issues
Shipping times are estimates only and do not include production time unless specifically stated.
Lightning Layers is not responsible for delays caused by postal carriers, couriers, customs authorities, weather events, peak periods, incorrect delivery information, failed delivery attempts, or other external logistics issues.
If your order appears delayed or lost, please contact us so we can investigate with the shipping carrier. We may need to wait for the carrier’s investigation before offering a replacement, refund, or other resolution.
7. Incorrect Shipping Information
You are responsible for providing complete and accurate shipping details at checkout.
Lightning Layers is not responsible for orders that are delayed, returned, lost, or delivered incorrectly due to incorrect or incomplete customer-provided shipping information.
If an order is returned to us due to incorrect address details, failed delivery, or failure to collect, you may be responsible for any additional shipping costs to resend the order.
8. Australian Consumer Law
Nothing in this policy excludes, restricts, or modifies any rights, guarantees, remedies, or protections you may have under Australian Consumer Law or any other applicable law.
9. Contact Us
If you have questions about this policy or need help with an order, please contact us at:
