Last updated: 30 August 2026
At TerrainCraft, we want you to be happy with your 3D printed terrain, scenery and other products. If there is a problem with your order, please contact us and we will do our best to resolve it.
1. Damaged or Faulty Items
If your item arrives damaged, broken, or has a manufacturing fault, please contact us as soon as possible.
Please provide:
- Your order number
- A description of the problem
- Clear photographs of the item and packaging where applicable
If the item is confirmed to be damaged or faulty, we may offer a replacement, repair, or refund as appropriate.
We may ask you to return the item before issuing a refund or replacement.
As our products are manufactured using FDM 3D printing, minor layer lines, seams, support marks and small surface variations may occur. These are normal characteristics of the manufacturing process and do not necessarily constitute a product defect.
2. Incorrect Items
If you receive an item that is different from what you ordered, please contact us as soon as possible.
We will arrange an appropriate solution, which may include sending the correct item or providing a refund.
3. Change-of-Mind Returns
For standard products purchased online, UK consumers generally have a statutory right to cancel an order within 14 days of receiving the goods, followed by a further 14 days to return them.
Returned items should be unused and in their original condition where reasonably possible.
You are responsible for the cost of returning an item when exercising a change-of-mind cancellation right, unless the item is faulty, damaged, incorrect, or we have agreed otherwise.
We may reduce a refund where the value of the goods has been diminished by handling beyond what is reasonably necessary to inspect their nature, characteristics and functionality.
4. Made-to-Order Products
Some TerrainCraft products may be made specifically after an order is placed.
Where a product has been personalised or made to your specific requirements, the statutory cancellation right may not apply once production has begun, where permitted by UK consumer law.
This does not affect your statutory rights if the product is faulty, damaged, not as described, or otherwise does not conform to the contract.
5. Returning an Item
If you need to return an item, please contact us before sending anything back.
We will provide the return instructions and the appropriate return address.
Please do not send products back without contacting us first, as this may delay the processing of your return.
Where you are exercising a statutory cancellation right, you should take reasonable care of the product while it is in your possession.
6. Refunds
Once a return has been received and checked, we will process any applicable refund.
Refunds will normally be made using the original payment method.
Where you exercise your statutory right to cancel, we will refund the standard delivery cost you paid for the original delivery, where required by law. If you selected a more expensive delivery option, we are not required to refund the additional cost above the standard delivery option.
We may withhold reimbursement until we have received the returned goods or you have provided evidence that they have been sent back, whichever occurs first.
7. Non-Returnable Items
Where permitted by law, products that have been personalised or made to your specific requirements may not be eligible for change-of-mind cancellation.
This does not affect your statutory rights relating to faulty, damaged, incorrect, or misdescribed products.
8. Exchanges
We do not routinely offer direct exchanges.
If you need a different product, size, or quantity, please contact us. Where appropriate, we may ask you to return the original item and place a new order.
9. Statutory Rights
Nothing in this policy affects your statutory rights under UK consumer protection law.
If a product is faulty, not as described, or does not conform to the contract, you may have additional legal rights regardless of this returns policy.
10. Contact Us
If you have a question about a return, refund, damaged item, or your order, please contact us before returning anything.
TerrainCraft
Website: https://www.terraincraft.co.uk/
Email: contact@terraincraft.co.uk
Please include your order number when contacting us so that we can deal with your request as quickly as possible.