Refund policy

Made-to-Order & Custom Items

All Bluecray Labs products are made to order. Because of this:

  • Customized or made-to-order items are non-returnable and non-refundable, except in cases of defect, damage in transit, or error on our part.

  • This includes items with custom color requests, personalization, or special instructions.

If your item arrives damaged or defective, please contact us within 7 days of delivery with photos of the issue. We will work with you to:

  1. Repair the item when possible

  2. Replace the item

  3. Issue a refund when appropriate

Non-Custom Items

If a product is not customized and arrives unused and in original condition, please contact us within 7 days of delivery to discuss return options.

  • Return approval is required before sending any item back

  • Buyer is responsible for return shipping unless the item was defective or we made an error

What Is Considered Normal vs. Defective

3D-printed items may show small characteristics of the printing process, such as subtle layer lines or minor color variations. These are normal features of 3D printing and are not considered defects.

A defect includes:

  • Cracks, breaks, or structural failure

  • Incorrect item or color (when chosen correctly at checkout)

  • Damage that occurred during shipping

Exclusions

We cannot accept returns or refunds for:

  • Items damaged due to misuse, rough handling, or normal wear

  • Color differences caused by screen or lighting variations

  • Items produced based on customer-provided customization details

  • Orders where the shipping address was entered incorrectly by the customer

How to Start a Return or Report an Issue

Email: [email protected]
Please include:

  • Order number

  • Description of the issue

  • Clear photos of the item and packaging

We’ll respond quickly and make it right 💙