Last updated: June 2025
Thank you for shopping with vCloud Projects, part of the vCloud Group. We are committed to providing high-quality 3D printed products and custom print services to customers across Australia and beyond. As many of our products are made-to-order or fully customised, we have developed the following Refund and Returns Policy to ensure transparency and fairness for both parties.
1. General Overview
We aim to ensure every customer is satisfied with their purchase. However, due to the unique and custom nature of 3D printing, certain restrictions apply to refunds and returns, particularly for personalised or made-to-order items.
By placing an order with vCloud Projects, you acknowledge and agree to this policy.
2. Change of Mind
We do not offer refunds or exchanges for change of mind on:
Custom-designed products
Personalised print jobs
Special order items
For stocked, non-custom, ready-made products, we offer a 14-day return window, provided:
The item is unused, in its original packaging
You provide proof of purchase (invoice or receipt)
Return shipping costs for change of mind returns are the responsibility of the customer.
3. Faulty, Damaged, or Incorrect Items
We stand by the quality of our products. If you receive an item that is:
Faulty
Damaged during transit
Significantly different from its description
Incorrect (wrong item sent)
Please contact us within 7 days of receiving the product with:
Your order number
Description of the issue
Photographic evidence (where applicable)
Resolution Options
We may offer the following based on assessment:
✅ Repair of the item (if applicable)
✅ Replacement of the item
✅ Partial or full refund
✅ Store credit
Return shipping for faulty, incorrect, or damaged items is covered by vCloud Projects.
4. Custom Orders & 3D Print Projects
Due to the personalised nature of 3D printed custom jobs:
Refunds or returns are not available unless:
The item arrives damaged
There is a significant manufacturing defect
The final product differs materially from the approved design specifications
Customer Responsibility:
Before production begins, we provide previews or design confirmations for custom jobs. It is your responsibility to thoroughly review and approve these details.
5. Refund Processing Time
Approved refunds will be processed to your original payment method within:
5 to 10 business days for card or PayPal payments
Processing times may vary depending on your financial institution
6. Return Conditions
For all returns:
Items must be returned in original condition where applicable
Custom items must include all original packaging or parts
A return authorisation (RMA) must be obtained by contacting our support team
We reserve the right to reject returns that do not meet these conditions.
7. Shipping Costs
vCloud Projects covers return shipping for faulty, damaged, or incorrect items
Change of mind or ineligible returns are at the customer’s expense
Shipping costs are non-refundable unless the product is confirmed faulty
8. Contact Information
For any questions or to initiate a return:
vCloud Projects Customer Support
✉️ Email: hello@vcloudprojects.com
📞 Phone: 1800 VCLOUD (825683)
🌐 Website: https://vcloudprojects.store
9. Consumer Rights
This policy operates in conjunction with your rights under the Australian Consumer Law (ACL). Nothing in this policy limits your rights to remedies for defective products under statutory warranty protections.
Thank you for supporting vCloud Projects.
We value your business and strive to ensure every print brings your ideas to life!