Policy

Refunds & Cancellations

Last updated 23 August 2026

Everything we make is manufactured to order for one customer. Once a printer starts on your part, the material and the machine time are spent and the object has no other buyer. This policy is written around that single fact, and we have tried to make it plain rather than defensive.

The short version. Cancel any time before printing starts and you get everything back. After printing starts we cannot take change-of-mind returns, but if the part is wrong because of something we did, we reprint it or refund it.

Before printing starts — full refund

From the moment you pay until the moment your job goes on a machine, you can cancel for any reason and receive a 100% refund, shipping included. No restocking fee and no explanation needed.

Every job waits in a queue for human review before it is printed, so there is a real window here — usually at least several hours, often longer. Email ben@swinglellc.com with your job number, or ask Claude to check your order status, and we will tell you honestly whether the job has started.

After printing starts — custom goods

Once your part is being manufactured, we cannot offer refunds or returns for change of mind, for ordering the wrong thing, or for a model that did not turn out how you pictured it. Custom made-to-order goods are exempt from ordinary return rights for this reason.

That does not affect your rights below.

If the part is wrong because of us — reprint or refund

We will reprint your part at no charge, or refund it in full, whichever you prefer, if any of the following happened:

The print failed, warped, delaminated, or came out visibly defective.
It arrived damaged or broken in transit.
It does not match the model you submitted — wrong dimensions, missing geometry, wrong scale.
We printed the wrong material or the wrong item.
It never arrived. See Shipping & Fulfilment.

Tell us within 14 days of delivery. Email ben@swinglellc.com with your job number and a photo of the problem. A photo is genuinely the fastest route — it usually lets us resolve the whole thing in one reply. We do not ask you to ship the part back at your own cost.

What is not a defect

We would rather be clear up front than argue later. The following are normal characteristics of the process, not faults:

Visible layer lines and surface texture.
Small marks or blemishes where support material was removed.
Slight colour variation between filament batches, or against a screen.
Dimensional variation within normal printing tolerance.
A part that is accurate to your model but does not fit or work as you intended. We manufacture the geometry you send us; we do not review a design for fitness for purpose.
A part that broke because it was used in a load-bearing or safety-critical role, which we do not manufacture for.

Jobs we decline

If a model fails our printability checks, or we decline the job for any other reason, you are not charged. If you have already paid, the full amount is refunded.

How refunds are issued

Refunds go back through Stripe to the original payment method. We process them within 2 business days of agreeing the refund. Your bank then typically takes a further 5 to 10 business days to show it. We cannot refund to a different card or account than the one used to pay.

Questions

If something about your order is not right, write to ben@swinglellc.com. We would much rather hear about it and fix it than have you sit on a part you are unhappy with.