Refund policy

Refund & Returns Policy

At Formtech, we stand behind the quality of our products and aim to ensure you receive exactly what you ordered. If something isn’t right, we’re committed to putting it right promptly. Please contact us as soon as you identify a concern.

Your Rights Under New Zealand Law

All purchases are protected by the Consumer Guarantees Act 1993 (CGA) and the Fair Trading Act 1986 (FTA). These laws guarantee that products must be:

  • Of acceptable quality
  • Fit for purpose
  • As described
  • Free from major defects

If a product fails to meet these guarantees, we will meet our obligations to repair, replace, or refund as required by law.

Note: Some products purchased for business use may be exempt from the CGA if agreed in writing.

Change of Mind Returns

We offer change-of-mind returns within 7 days of delivery, provided the item is:

  • Unused and unopened
  • In original, undamaged packaging
  • In resalable condition
  • Accompanied by proof of purchase

If approved, a 5% restocking fee applies to non-defective goods If approved, and a shipping fee for returns back to base if not able to drop into a local store.

We cannot accept change-of-mind returns if the product:

  • Has been opened or vacuum-seal broken
  • Shows signs of use, wear, or damage
  • Was stored or used incorrectly
  • Matches what you ordered but you no longer want it
  • Was known to be faulty at time of purchase
  • Cannot be returned to inventory due to condition
  • Is returned without approval or reference number
  • Is requested for return after 7 days for change-of-mind reasons

Items Not Eligible for Return

We may decline a return or remedy if:

  • The packaging or seal has been opened or damaged
  • The item is used or altered from its original condition
  • Damage occurred after delivery
  • The product was misused or poorly stored
  • You were unclear about what you needed but received what you ordered
  • The item is not suitable for restocking
  • The request is made outside our stated timeframe

This does not affect your rights under the CGA for genuinely defective products.

Defective or Faulty Products

A product may be considered defective if it has:

  • Material formulation issues
  • Diameter inconsistencies
  • Unusual colour variation beyond manufacturing tolerance
  • Poor spool winding or physical manufacturing defects
  • Incorrect or mismatched labelling

Because different filament brands behave differently when printing, print-quality differences alone do not indicate a defect.

All defect claims must be supported by the manufacturer’s evaluation. Formtech will assist you through this process. If confirmed as defective, we will repair, replace, or refund in accordance with the CGA.

How to Request a Return or Refund

Please email support@formtech.co.nz with the following information to lodge a ticket:

  • Your order number and proof of purchase
  • A description of the issue
  • Photos or supporting details

Our team will review your request and may:

  • Ask for further details
  • Provide return instructions
  • Issue a Return Reference Number (required before sending any items)
  • Explain why a request may be declined

Please do not return any items until a Return Reference Number has been issued.

Returning Your Item

Once approved:

  • Use the return address provided by Formtech
  • Package the item securely to avoid damage in transit
  • Do not send items to the manufacturer unless instructed

Return shipping may be at the customer’s expense unless the product is faulty.

Refund Processing

Once we receive and inspect your return, you will be notified of approval or rejection.

If approved, your refund will be processed to your original payment method. Please allow up to 7 working days for processing depending on your bank or payment provider.

Missing or Delayed Refunds

If you have not received your refund after approval:

  • Check your bank account
  • Contact your card provider
  • Contact your bank

If still unresolved, email us at support@formtech.co.nz.

Sale & Clearance Items

Sale or clearance items are not eligible for change-of-mind refunds.

Faulty or defective sale items will still be remedied in accordance with the CGA.

If you have any questions about this policy, please contact us at support@formtech.co.nz.