At ZK Print we want you to be happy with your order. If something isn't right, please contact us and we'll assist as quickly as possible. This policy operates subject to the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA).
We accept eligible change-of-mind returns within 7 days of receiving your order. To qualify, the item must be unused, in its original condition and packaging, and include all accessories, manuals, cables, parts, and documentation supplied. Customers are responsible for return shipping on change-of-mind returns. Original shipping fees are not refundable for change-of-mind returns, and a 15% restocking fee may apply. No restocking fee applies where an item is defective, damaged on arrival, incorrectly supplied, or where a refund is required by law.
Opened or used products are generally not eligible for change-of-mind returns unless they are defective, damaged, incorrectly supplied, or otherwise covered by applicable consumer protection law.
For change-of-mind returns, filament and consumables must be unopened, unused, and in their original sealed packaging. Opened filament, resin, nozzles, build surfaces, PTFE tubing, adhesives, lubricants, spare parts, and other consumable or wear items are not returnable for change of mind.
Filament is hygroscopic: it absorbs moisture from the air. We store and ship it sealed with desiccant and take all reasonable care to supply it dry, but we cannot guarantee moisture content once a sealed bag is opened or after storage by the customer. Drying filament before use is normal practice and is the user's responsibility. Filament that has absorbed moisture — commonly called "wet" filament, and recognised by symptoms such as popping or crackling during printing, stringing, a rough or pitted surface, or weak and brittle layers — is not treated as a manufacturing defect by itself, unless there is evidence of a packaging failure or another confirmed supply defect. Moisture is a normal and recoverable property of the material: it is resolved by drying the filament, not by replacing it.
We treat the following as manufacturing defects and will replace them once confirmed: spools that are tangled, snapped or badly wound, and filament supplied in the wrong diameter, an incorrect weight, or a colour other than the one ordered.
Problems arising from how the filament is stored, dried or printed — including inadequate drying, slicer or printer settings, an unsuitable material choice for the application, or the condition of the printer — are not manufacturing defects. These relate to the use of the filament rather than a fault in the filament we supplied, and are not covered.
Because many filament issues are resolved without a return, we will usually first ask for photos of the spool and batch/lot label, a sample print, and your slicer settings, and will only ask you to return a spool where it is necessary to confirm a suspected defect.
Resin is a reactive chemical product; once opened it cannot be returned for change of mind. Suspected manufacturing defects in sealed, unopened resin will be assessed and replaced if confirmed.
Custom 3D prints, personalised, made-to-order and special-order products, clearance items, gift cards, vouchers, and digital products are not eligible for change-of-mind returns unless required by law.
If your item arrives damaged, defective, incomplete, different from what you ordered, or has not arrived within the expected delivery window, please contact us as soon as possible with your order number, photos or videos, and a description of the issue. Once assessed, we will arrange the appropriate remedy — repair, replacement, refund, store credit, replacement parts, or technical support — in accordance with the circumstances and your rights under the CPA.
Please inspect your order on receipt. If a parcel is visibly damaged on delivery, refuse it or note the damage with the courier. Any concealed transit damage must be reported to us within 48 hours of delivery, with photos, so we can lodge a claim with the courier. Damage reported after this window may be harder to verify or claim from the courier and will be assessed based on the available evidence.
If a product is not delivered within the agreed delivery period (or, where no period was agreed, within 30 days after the order is placed), you may cancel the order and receive a full refund including delivery charges. If an item you have ordered is out of stock, we will notify you: for a temporary shortage you may cancel for a full refund or wait for a later agreed delivery date; for a permanent shortage you will be fully refunded.
For these products we may request troubleshooting information before approving a return or refund. Warranty claims may require photos, videos, serial numbers, error messages, print results, and confirmation that the product was used according to the manufacturer's instructions. These products carry a 12-month manufacturer's warranty — see our Warranty page for how warranty parts and repairs are handled.
For confirmed defective, damaged-on-arrival, or incorrectly supplied items, returns are arranged at our cost. For hardware, our standard process is carry-in or send-in for assessment — please contact us first for instructions. If an item is returned for assessment and found not to be defective (for example, the issue is user setup or filament drying), the customer is responsible for the return and re-delivery shipping.
3D printing materials have properties specific to the material and the printing process used. Responsibility for selecting a suitable material for a given application, and for the performance, safety and fitness of any parts you print, rests with the customer. Guidance we provide on material selection is offered in good faith and does not transfer this responsibility to ZK Print.
Please contact us first so we can give you the correct return instructions. Items returned without prior authorisation may be delayed or refused. Returned items must be packaged securely; ZK Print is not responsible for items lost or damaged in transit due to insufficient packaging or shipping arranged by the customer.
Once we receive and inspect your returned item, we will let you know whether the refund is approved. Approved refunds are processed to the original payment method where possible, typically within 7 business days of approval. If more than 15 business days have passed since your refund was approved and you have not received it, please contact us.
Please include your order number.