IF IT'S OUR
FAULT, WE FIX IT.
Spool Foundry prints custom, made-to-order parts. Because each item is produced specifically for you from a file you provide, most orders are not returnable in the traditional sense. What follows is how we handle problems, defects, and mistakes — ours and yours.
1. Order approval is final
Before we start a print, we send you a written quote that includes material, color, quantity, and estimated turnaround. Once you approve the quote and authorize payment, we begin production. At that point, the order enters our queue and cannot be canceled or refunded, because machine time and filament have been committed.
Review quotes carefully. Ask questions before approving. If you are unsure about material, finish, or tolerances, tell us and we will help you choose.
2. Defects and our guarantee
We guarantee our workmanship. If a part arrives with any of the following defects, we will reprint or refund it at no additional cost:
- Layer separation or delamination under normal handling.
- Cracks, warping, or structural failure caused by a print error.
- Wrong material or wrong color compared to the approved quote.
- Incorrect quantity shipped.
- Parts damaged in our shipping packaging.
You must report the defect within 7 days of delivery, with photos showing the issue clearly. Email hello@spoolfoundry.com with your order number, ticket ID, and photographs.
3. What we do not cover
We cannot accept returns or issue refunds for:
- Design flaws in your file. If the STL has non-manifold geometry, incorrect dimensions, or thin walls that failed — we print what you send us. Ask for a design review before ordering if you are unsure.
- Material choice. If you ordered PLA and later realized you needed ABS for heat resistance, that is not a defect. We recommend reading our material guides or asking us before ordering.
- Dimensional tolerance complaints outside ±0.3 mm unless tighter tolerances were explicitly agreed to on the quote. FDM printing is not machining.
- Surface finish expectations not specified on the quote. Visible layer lines are intrinsic to FDM.
- Damage caused by use, modification, chemical exposure, UV, or heat outside the material's rated envelope.
- Shipping carrier damage reported more than 7 days after delivery.
4. Refunds
When we approve a refund, we issue it to the original payment method within 5 business days. Refund amounts are as follows:
- CONFIRMED DEFECT
- 100% refund OR free reprint (customer's choice)
- SHIPPING DAMAGE
- 100% refund OR free reprint + re-ship
- WRONG MATERIAL
- 100% refund OR free reprint in correct material
- CUSTOMER ERROR
- No refund; discounted reprint available on request
5. Reprints vs refunds
We usually offer to reprint first. Reprints are faster (we already have the file, settings, and filament loaded) and often the customer needs the part more than they need the money back. Tell us which you prefer.
6. Order cancellation before production
You can cancel a quote that has not yet been approved at no charge. Simply email us and we'll tear it up. Once you have approved the quote and payment has been processed, cancellation is not possible — the queue has already been committed.
7. Chargebacks
If you believe there is a problem with your order, contact us first. We will work with you to make it right. Chargebacks without prior communication hurt small shops and will result in us declining future orders from that account.
8. Contact
Questions, problems, photos of broken parts — hello@spoolfoundry.com. We reply within 24 hours on business days.