RETURN, REFUND & REPLACEMENT POLICY

Effective Date: July 2025

Pantoxe Project Hub ("Pantoxe", "we", "our", or "us") specialises in custom-made products, including but not limited to 3D printed products, CAD design services, engineering prototypes, painted models, fabricated parts, custom assemblies, and personalised merchandise.

As every order is manufactured specifically according to the customer's requirements, our return and refund policy differs from that of standard retail products.

By placing an order with Pantoxe Project Hub, you acknowledge that you have read, understood, and agreed to this Return, Refund & Replacement Policy.

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1. Custom-Made Products

All products manufactured by Pantoxe Project Hub are considered custom-made unless expressly stated otherwise.

Because each product is produced specifically for the customer, custom-made products are generally not eligible for return, exchange, or refund except under the circumstances stated in this policy.

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2. Change of Mind

Pantoxe Project Hub does not accept returns, exchanges, or refunds for any of the following reasons:

• The customer changed their mind.
• The customer no longer requires the item.
• The customer ordered the wrong size, quantity, material, or colour.
• The customer misunderstood the approved design.
• The customer prefers a different design after production has commenced.
• The customer found a cheaper alternative elsewhere.
• The customer expected a different appearance despite approving the design.

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3. Approved Designs

Before production begins, customers are provided with drawings, renderings, CAD previews, digital mock-ups, or other design approvals where applicable.

Once the customer approves the design, Pantoxe Project Hub will manufacture the product strictly according to the approved specifications.

Pantoxe Project Hub shall not be responsible for:

• spelling mistakes approved by the customer;
• incorrect dimensions approved by the customer;
• incorrect logos supplied or approved by the customer;
• incorrect colours selected or approved by the customer;
• incorrect quantities approved by the customer;
• design choices approved by the customer.

Approval constitutes final acceptance of the design.

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4. Manufacturing Characteristics

Customers acknowledge that 3D printed and hand-finished products possess natural manufacturing characteristics.

These include, but are not limited to:

• visible layer lines;
• minor support marks;
• sanding marks;
• primer texture;
• paint texture;
• colour variation;
• slight dimensional tolerance;
• minor surface imperfections;
• differences between production batches;
• handmade finishing variations.

These characteristics are not considered manufacturing defects and shall not qualify for return, replacement, or refund.

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5. Inspection Upon Collection or Delivery

All products undergo quality inspection before collection or shipment.

Customers are strongly encouraged to inspect their order immediately upon collection or within 48 hours of receiving the goods.

Any issues must be reported promptly.

Failure to report visible defects within this period may be treated as acceptance of the goods.

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6. Damaged During Shipping

If a product arrives damaged during transportation, the customer must notify Pantoxe Project Hub within 48 hours of delivery.

The customer may be required to provide:

• clear photographs of the packaging;
• photographs of the damaged product;
• the courier label;
• an unboxing video (if available).

Pantoxe Project Hub reserves the right to investigate the cause of the damage before determining whether repair, replacement, or compensation will be provided.

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7. Manufacturing Defects

If a manufacturing defect is confirmed by Pantoxe Project Hub, we may, at our sole discretion:

• repair the product;
• replace the affected product;
• remake the affected component;
• provide a partial refund; or
• provide a full refund where appropriate.

The chosen remedy shall be determined solely by Pantoxe Project Hub after inspection.

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8. Items Not Covered

This policy does not cover damage resulting from:

• accidental impact;
• dropping the product;
• misuse;
• abuse;
• improper installation;
• incorrect assembly;
• excessive force;
• exposure to chemicals;
• exposure to excessive heat;
• UV damage;
• water damage;
• improper storage;
• modification by the customer or third parties;
• normal wear and tear.

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9. Colour Matching

Pantoxe Project Hub does not guarantee an exact colour match.

Actual colours may vary due to:

• screen calibration;
• lighting conditions;
• paint batches;
• filament batches;
• resin batches;
• manual painting techniques.

Minor colour differences shall not be considered defects.

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10. Dimensional Tolerance

Unless otherwise specified in writing, all manufactured products are subject to commercially reasonable dimensional tolerances appropriate for the manufacturing process and material used.

Minor dimensional variations shall not be considered defects.

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11. Replacement Process

If Pantoxe Project Hub approves a replacement:

• the original product may need to be returned;
• the customer must not modify or dispose of the item unless instructed;
• replacement lead times will depend on production capacity and material availability.

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12. Refund Eligibility

Refunds will only be considered where:

• Pantoxe Project Hub determines that the product cannot reasonably be repaired;
• replacement is not practical; or
• Pantoxe Project Hub elects to issue a refund.

Refunds will be processed using the original payment method where reasonably practicable.

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13. Non-Refundable Services

The following services are non-refundable once commenced or delivered:

• CAD design;
• engineering consultation;
• 3D modelling;
• drawing services;
• scanning services;
• artwork preparation;
• design revisions;
• digital file preparation;
• rush order fees;
• engineering analysis.

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14. Digital Products

Digital products are non-refundable after delivery.

This includes:

• CAD files;
• STL files;
• STEP files;
• OBJ files;
• drawings;
• engineering files;
• renderings;
• source files;
• digital artwork.

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15. Customer-Supplied Files

Pantoxe Project Hub is not responsible for defects caused by inaccuracies in customer-supplied files.

If a customer supplies an incorrect model, dimensions, or design, any remake will be treated as a new order unless Pantoxe Project Hub has made an error in manufacturing.

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16. Return Shipping

Where a return is approved, Pantoxe Project Hub will advise the customer on the appropriate return procedure.

Unless the return is due to a confirmed manufacturing error by Pantoxe Project Hub, the customer is responsible for all return shipping costs.

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17. Refusal of Claims

Pantoxe Project Hub reserves the right to reject any claim where:

• the claim is unsupported by evidence;
• the product has been modified;
• the product has been repaired by another party;
• the product has been intentionally damaged;
• the product has been used contrary to its intended purpose;
• the reported issue is a normal manufacturing characteristic rather than a defect.

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18. Right to Inspect

Pantoxe Project Hub reserves the right to inspect any product before approving a repair, replacement, exchange, or refund.

Inspection may require the product to be returned for evaluation.

No admission of fault shall arise until the inspection has been completed.

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19. Limitation of Remedies

Where Pantoxe Project Hub accepts responsibility for a valid claim, our liability shall be limited to one of the following remedies:

• repair;
• replacement;
• partial refund; or
• full refund.

Pantoxe Project Hub shall determine the appropriate remedy based on the circumstances of each claim.