Effective Date: 8 June 2026
Overview
At Gixel Labs, we take pride in the quality and craftsmanship of every product we manufacture. Because all our products are 3D printed and often made to order, we operate a no-refund policy. However, we are fully committed to resolving any issues caused during manufacturing or delivery by offering free replacements.
1. No Refund Policy
We do not offer monetary refunds under any circumstances, except where explicitly required by applicable law. All sales are final once an order has been placed and confirmed.
This applies to:
• Standard 3D printed products
• Custom and personalized products
• Pre-ordered items
• Digital files or design services, if any
2. Replacement Policy - Standard Products
We will provide a free replacement for standard (non-custom) products only if the item meets one of the following conditions:
• The product was damaged during delivery or in transit
• The product arrived with a manufacturing defect (e.g., broken parts, failed prints, incorrect dimensions)
• You received the wrong item
To qualify for a replacement:
• You must report the issue within 7 days of delivery
• Clear photo or video evidence of the damage or defect must be submitted
• The item must not have been used, altered, or subjected to misuse after delivery
3. Replacement Policy - Custom & Personalised Products
Custom products are made specifically to your specifications and cannot be resold. Therefore:
• Custom products are not eligible for refund or replacement due to change of mind, incorrect measurements provided by the customer, or design approval errors.
• A replacement will be provided ONLY if the product was damaged during delivery or if a manufacturing defect is clearly attributable to Gixel Labs.
• If the damage is caused during our handling or shipping process, we will cover the full cost of replacement including re-manufacturing and shipping.
Replacements for custom products are not offered for:
• Minor colour variations due to material batches or screen calibration differences
• Errors in design or dimensions provided by the customer during the order process
• Changes of mind after production has begun
4. How to Request a Replacement
To initiate a replacement request, please contact us within 7 days of receiving your order:
• Email: support@gixellabs.com
• WhatsApp: [Your WhatsApp number]
• Include your order number, description of the issue, and clear photographs or a video of the damaged/defective item
We will review your request and respond within 2–3 business days. Once approved, the replacement will be dispatched within 5–7 business days.
5. Return of Damaged Items
In some cases, we may request the return of the damaged item before processing a replacement. If so, return shipping costs will be covered by Gixel Labs. We will provide a prepaid shipping label or reimburse the shipping cost upon submission of a receipt.
6. Items Not Eligible for Replacement
• Products damaged due to misuse, accident, or neglect after delivery
• Products modified or repaired by anyone other than Gixel Labs
• Orders where the issue was reported after 7 days of delivery
• Custom products with customer-side errors in design specifications
7. Cancellations
Orders may be cancelled within 12 hours of placement at no charge. After 12 hours, production may have begun and cancellations may not be accepted, especially for custom orders. Please contact us immediately at support@gixellabs.com if you need to cancel
8. Contact Us
For any questions regarding this policy, please reach out to us:
• Email: support@gixellabs.com
• Website: www.gixellabs.com
• Business Hours: Monday–Saturday, 10 AM – 6 PM IST