Refund and Returns Policy

Refund and Returns Policy

Compliant with the Ontario Consumer Protection Act | Effective September 2026

At Spruce Print, customer satisfaction is our top priority. Because we manufacture physical goods using precision 3D printing technology in Ontario, Canada, our return policy clearly outlines terms for both standard catalog items and custom made-to-order creations.

1. Standard Catalog Products (14-Day Return Window)

For standard, non-personalized catalog items (such as phone stands, cable clips, stock planters, and vases):

  • You may request a return or exchange within 14 calendar days of receiving your delivery.
  • To be eligible, the item must be unused, in its original condition, and in original packaging.
  • Return shipping costs are the responsibility of the customer unless the return is due to our error (e.g. incorrect item sent).
  • Once received and inspected at our Ontario studio, your refund will be processed back to your original payment method within 3–5 business days.

2. Custom & Personalized 3D Prints

In accordance with Ontario consumer standards for bespoke, custom-manufactured goods:

  • Items customized with your name, custom text, specific color combinations, or customer-submitted 3D files are non-refundable for change of mind once production has commenced.
  • Order Cancellations: Custom orders may be cancelled for a 100% refund only before the 3D printing process begins on our machines. Once slicing and printing have started, the order cannot be cancelled.

3. Damaged or Defective Prints (100% Replacement Guarantee)

We stand behind our Bambu Lab print quality. If an item arrives damaged from transit or exhibits a manufacturing flaw:

  1. Email us at returns@spruceprint.ca within 7 days of delivery.
  2. Include your Order Number and clear photos showing the damaged package or defective print.
  3. We will promptly reprint and ship an expedited replacement at zero cost to you, or issue a full refund if preferred.

4. Return Address & Support

To initiate any return or report a transit issue, please contact us at info@spruceprint.ca with your order receipt.