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
If you are buying as a consumer, your purchase is covered by the Consumer Guarantees Act 1993 (CGA) and the Fair Trading Act 1986 (FTA). Among other things, the CGA guarantees that goods will be:
Of acceptable quality (including safe, durable, free from defects, and fit for their normal purpose)
Fit for any particular purpose you told us about before buying
As described, and matching any sample or demonstration model
Delivered within a reasonable time where no delivery date has been agreed
Services, including 3D printing services, must be carried out with reasonable care and skill and completed within a reasonable time.
If a product or service does not meet these guarantees, we will put it right. Where a fault is minor and can be fixed, we may choose whether to repair, replace or refund. Where a fault is serious or cannot be fixed, you may choose a refund or a replacement.
Any manufacturer's warranty applies in addition to your rights under the CGA.
Business purchases. Where you are in trade and acquire goods or services from us for business purposes, you agree that the Consumer Guarantees Act 1993 does not apply, to the extent permitted by section 43 of that Act.
Pre-Orders & High-Demand Stock
Some products are offered on a pre-order basis to secure stock or a production/allocation slot from the manufacturer. Pre-order items are not yet in our possession at the time of purchase.
Payment. Pre-orders are charged in full at the time of order unless stated otherwise on the product page. This secures your unit and your place in the dispatch queue.
Estimated timeframes. Any dispatch or delivery date shown for a pre-order is an estimate only, based on the latest information from our supplier or the manufacturer. These dates can move due to manufacturing lead times, global demand, freight, and customs. We will keep you informed of any material change to your estimated date.
Cancelling a pre-order before dispatch. You may cancel a pre-order at any time before it has been dispatched and receive a full refund. Because the item has not been delivered, our standard change-of-mind return conditions and the 5% restocking fee do not apply to pre-order cancellations made before dispatch.
If we are unable to supply. If we cannot fulfil your pre-order, or the estimated dispatch date is delayed by more than 30 days beyond the original estimate, you may cancel for a full refund with no fee. This does not affect your rights under the Consumer Guarantees Act 1993.
Once dispatched. After your pre-order has shipped, the standard Refund & Returns terms below apply, including the 7-day change-of-mind window and the 5% restocking fee on non-defective returns.
Stock Availability & Delays
We carry a mix of in-stock, supplier-sourced, and high-demand products. Availability and dispatch estimates shown at checkout are provided in good faith but are not guaranteed, particularly for high-demand or made-to-order items that depend on manufacturer supply.
We are not responsible for delays caused by circumstances outside our reasonable control, including manufacturer lead times, supplier shortages, freight and customs delays, or events of force majeure. Where a delay occurs, we will notify you and provide a revised estimate as soon as we can.
Backorders. If an item is out of stock after you order, we will contact you with an estimated restock date and your options, including holding the order or cancelling for a full refund.
Your statutory rights. Nothing in this section limits your rights under the Consumer Guarantees Act 1993, including the right to receive goods within a reasonable time where no delivery date has been agreed.
Orders We Cancel
If we decline or cancel your order under Section 8 of our Terms and Conditions of Service, we will refund in full all amounts paid for the cancelled items, including any shipping charged. No restocking fee applies.
Change of Mind Returns
Change-of-mind returns are offered at our discretion and are separate from your rights for faulty products. We accept change-of-mind returns within 7 days of delivery, provided the item is:
Unused and unopened, with any vacuum seal intact
In original, undamaged packaging
In resalable condition
Accompanied by proof of purchase
Returned with a Return Reference Number issued by us
If approved, a 5% restocking fee applies. Return shipping is at your cost unless the item is dropped into one of our stores.
We do not accept change-of-mind returns for:
Items that have been opened, used, altered, or damaged after delivery
Items that have been stored or used incorrectly
Custom or made-to-order items, including all 3D printed parts
Sale or clearance items
Requests made more than 7 days after delivery
Items returned without approval or a Return Reference Number
Please choose carefully. We do not refund change-of-mind purchases where you received what you ordered but it was not what you needed.
None of the above affects your rights under the CGA if a product is faulty.
Defective or Faulty Products
If you believe a product is faulty, contact us as soon as you notice the issue. Examples of faults include:
Material or formulation issues
Filament diameter inconsistencies outside the manufacturer's stated tolerance
Unusual colour variation beyond manufacturing tolerance
Poor spool winding or physical manufacturing defects
Incorrect or mismatched labelling
Equipment that does not operate as described
Because different filament brands and materials behave differently when printing, print-quality differences alone do not necessarily indicate a defect.
We may assess the product ourselves or ask the manufacturer to help assess it, and we may ask you for photos, print settings or other details. Your remedy does not depend on the manufacturer's agreement. If the product does not meet the guarantees under the CGA, we will repair, replace or refund as set out above, and we will cover the reasonable cost of returning it to us.
We are not required to provide a remedy where the fault was caused by misuse, incorrect storage, accidental damage or unauthorised modification after delivery, or where the fault was specifically drawn to your attention before purchase.
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 for change-of-mind returns is at your cost. Where a product is faulty, we cover the reasonable cost of return.
Refund Processing
Once we receive and inspect your return, you will be notified of approval or rejection. Pre-order cancellations made before dispatch do not require a return and will be refunded once confirmed.
If approved, your refund will be processed to your original payment method, normally within 5 working days. Your bank or payment provider may take a few further days to show it.
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 returns.
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.
