Refund & Returns Policy

1. Standard Catalog Items (Shop Orders)

For non-personalized, non-custom catalog products ordered directly from /shop/:

• You may request a return within 30 days of receiving your delivery.
• Items must be in original, unblemished condition and in their original protective packaging.
• To initiate a return, email returns@spruceprint.ca with your Order ID. We will issue a Return Merchandise Authorization (RMA) and provide return instructions.
• Upon receipt and inspection at our Scarborough facility, a refund will be issued to your original payment method within 3–5 business days.

2. Custom & Personalised 3D Prints

In accordance with Ontario consumer regulations regarding bespoke and made-to-order merchandise:

• Custom prints manufactured from customer-supplied CAD/STL files, personalized nameplates, and custom photo lithophanes are non-returnable and non-refundable once manufacturing begins.
• Proof Confirmation: Before building personalized prints, we email a digital render/proof. You have the right to request adjustments or cancel for a full refund prior to approving the proof.
• Manufacturing Defects: If a custom item has a demonstrable defect (such as layer separation, structural warping, or failure to match approved CAD dimensions), email returns@spruceprint.ca within 7 days. We will reprint and expedite your part at zero extra charge.

3. Damaged in Transit Policy

If your package arrives physically compromised by courier handling:

• Take photos of both the damaged shipping box and the damaged printed part.
• Email the photos and your Order ID to returns@spruceprint.ca within 48 hours of delivery.
• We will immediately open an investigation and prioritize a complimentary replacement build or issue a full refund at your discretion.

4. Return Shipping & Restocking Fees

• Defects / Studio Errors: If a return or replacement is due to a studio mistake or defective part, Spruce Print covers all return postage.
• Customer Preference Returns: For standard catalog goods returned due to change of mind, the customer is responsible for tracked return shipping to our Scarborough, ON address. We never charge restocking fees.