Refund policy
RETURNS, EXCHANGES & REFUNDS POLICY
Personalized products
Our products are made specially for each customer. We do not accept returns or exchanges because you changed your mind, selected the wrong option or no longer want the product.
Our usual resolution for an approved damaged, incorrect or wrongly personalized product is a replacement or exchange.
When to contact us
Please contact us if:
• Your product arrives damaged.
• You receive the wrong product.
• We make a mistake in your personalization.
Please report the issue within 3 days of delivery, wherever possible, and include your order number.
Unboxing video and photos
Please record a clear, continuous unboxing video showing:
• The package and its seal before opening.
• The package being opened.
• The condition of the product inside.
Send this video when reporting delivery damage. We may also ask for photos of the product, packaging and shipping label.
If you could not record a video, contact us with the evidence you have so we can review the issue.
What is not covered
We do not offer free replacements for:
• Damage caused after delivery by dropping, misuse or improper handling.
• Spelling mistakes or incorrect personalization details entered by the customer.
• Incorrect options selected by the customer when we supplied the selected option correctly.
• Size variations caused by the length of the chosen name, as explained in the product description.
Returning an approved item
Contact us before sending anything back. We will share return or pickup instructions after reviewing your request.
Keep the product and its packaging available until the issue is resolved.
Who pays shipping?
If the damage, wrong product or personalization mistake is our responsibility, First3D will cover the approved return and replacement shipping.
Customer-caused damage is not eligible for a replacement.
Replacement timeline
Once the returned product reaches us, replacement processing normally takes 3–14 business days.
The time taken for the original item to reach us is separate. We will share tracking when the replacement is dispatched.
Refunds
We do not offer routine change-of-mind refunds for personalized products.
If a refund is due—for example, an accepted cancellation within the cancellation window, an unavailable replacement or another situation requiring a refund—it will be sent to the original payment method.
Bank and payment-provider processing times may vary.
Warranty and repairs
We do not offer an additional commercial warranty or repair service.
This policy does not limit customers’ rights under applicable law.
Contact us
Call or WhatsApp: 8712855453
Email: first3dd@gmail.com
Instagram: @firs.t3d
https://www.instagram.com/firs.t3d/