At Real 3D Solutions, we strive to provide quality products and services while ensuring that our customers are treated fairly and in accordance with applicable consumer protection requirements in Saint Lucia. This policy outlines how we handle returns, refunds, replacements and order cancellations.

 

 

If a product is defective, materially different from the agreed specifications, or does not correspond with the description provided by Real 3D Solutions, please contact us as soon as reasonably possible after discovering the issue.

 

Upon receiving a complaint, Real 3D Solutions may request photographs, videos, the returned item, or other relevant information to assess the concern. We may also require a reasonable opportunity to inspect the item before determining the appropriate resolution.

 

Where a product is confirmed to be defective or materially different from what was agreed, Real 3D Solutions may, where appropriate, repair or replace the item. Where a refund is applicable under the laws of Saint Lucia, the refund will be provided in accordance with the customer’s applicable statutory rights.

 

 

Customized, personalized, made to order and specially manufactured products are generally non returnable and non refundable where the item has been produced in accordance with the specifications approved or provided by the customer.

 

This does not affect any statutory rights a consumer may have where the product is defective, materially different from the agreed specifications, or otherwise fails to comply with applicable consumer protection requirements.

 

 

 

Where an order is cancelled before production or fulfillment has commenced, Real 3D Solutions may provide a refund, store credit, or other agreed resolution, subject to any applicable statutory rights.

 

For customized, personalized or made to order work, cancellation terms may differ where design, modelling, prototyping, material preparation, production or other work has already commenced.

 

 

Where a customer places an order, makes a deposit or initial payment, and work has subsequently commenced, including design, modelling, prototyping, material preparation or production, the deposit or initial payment will not ordinarily be refundable if the customer voluntarily decides to cancel, discontinue or opt out of the project.

 

This is because the deposit or initial payment may have been applied toward work already completed, materials purchased, production time, design and development, prototyping, or other costs incurred specifically for the customer’s project.

 

Where appropriate, Real 3D Solutions may provide the customer with completed design files, prototypes or partially completed work, subject to the nature of the project and any outstanding amounts owed.

 

This provision does not affect any statutory rights a consumer may have where the cancellation or refund arises from a defect, failure to comply with the agreed specifications, or another circumstance for which a refund or other remedy is required under applicable law.

 

Any project specific cancellation terms agreed in writing with the customer will also apply, provided they do not conflict with applicable consumer protection requirements.

 

 

Where a refund is not required by law, Real 3D Solutions may, at its discretion and with the customer’s agreement, offer store credit as an alternative to a monetary refund.

 

Store credit may also be offered where a customer prefers credit toward a future purchase.

 

Where applicable law gives a consumer the right to a monetary refund, store credit will not be used to remove or restrict that right.

 

 

To request a refund, replacement or other resolution, please contact us at:

 

Email: [email protected]

Telephone: 1 (758) 519 8070

 

Please provide your order number and a clear description of the issue. Photographs, videos or other supporting information may also be requested.

 

Our team will review the request and communicate the proposed resolution once the relevant information has been assessed.

 

Where a monetary refund is approved, it will generally be processed to the original payment method where reasonably practicable. Processing time may vary depending on the payment method or financial institution involved.

 

 

Delivery or shipping charges are generally non refundable where the order was correctly fulfilled.

 

Where a return, replacement or refund is required because of an error, defect or other issue attributable to Real 3D Solutions, any applicable delivery or transportation costs will be addressed in accordance with the circumstances and applicable consumer protection requirements.

 

 

Customers are responsible for collecting or receiving completed orders within the agreed collection or delivery period.

 

A 14 day grace period will apply following the agreed collection or delivery date.

 

After this period, Real 3D Solutions may not be responsible for loss, damage or deterioration resulting from an item remaining uncollected, except where liability cannot lawfully be excluded.

 

 

Nothing in this policy is intended to exclude, restrict or limit any rights or remedies available to consumers under the laws of Saint Lucia.

 

Where there is a conflict between this policy and an applicable statutory consumer right, the applicable law will prevail.

 

Real 3D Solutions reserves the right to review each refund, return or cancellation request based on the circumstances of the order and the applicable terms and legislation.

 

Thank you for choosing Real 3D Solutions. We appreciate your business and remain committed to providing quality products, reliable service and a positive customer experience.