Refund & Returns Policy

Last updated: [DATE — set on publication]

This Refund & Returns Policy expands on Section 14 of our Terms & Conditions. It applies to print orders, laser-cutting orders, and Creative Lab credit purchases.

1. Before Production Begins

You can cancel any order for a full refund at any time before it enters production — this includes the period while your order is awaiting engineering review, quotation, or payment.

2. After Production Begins

Because items are custom-manufactured to your specifications, orders cannot be cancelled once production has started, or may only be cancelled subject to a charge for work completed and materials already consumed.

3. Eligible Defect Claims

We will reprint, repair, or refund an order that:

• Materially deviates from the uploaded file beyond the tolerances published for the selected technology and material
• Was manufactured in the wrong material, color, or quantity
• Arrived damaged due to inadequate packaging
• Exhibits a genuine manufacturing defect, as distinct from the inherent characteristics described below or a defect originating in your own design

Submit a defect claim within 7 days of delivery — the same inspection window set out in Section 13 of our Terms & Conditions — with photographs and a description of the issue, to prints@shangalabs.com.

4. Not Eligible for Refund

• Change of mind on a correctly manufactured, custom order
• Visible layer lines, minor dimensional variation within published tolerance, support-marks, or normal color/finish variation between runs — see Section 11 of our Terms & Conditions
• Issues caused by a defect in your own uploaded design rather than in manufacturing
• Claims submitted after the window in Section 3 above

5. Creative Lab Credits

Credit-pack purchases are one-off, non-recurring purchases — we do not run auto-renewing subscriptions. Unused credits are not refundable except where required by law or where a generation failed due to a fault on our side (in which case the credit is reissued or refunded at our discretion).

6. How Refunds Are Paid

Approved refunds are returned to the original payment method through our payment processor, Minisend. Processing time depends on Minisend and your payment method and is outside our direct control.

7. Your Statutory Rights

Nothing in this Policy limits any right you have under applicable consumer protection law, including the Consumer Protection Act of Kenya, that cannot lawfully be excluded or limited.