Refund policy


Refund & Returns Policy – Joints And Connectors

Trading name of: Simon Phelps (sole trader)
Address: 68 Glenmoor Road (Broomfield), West Parley, Ferndown, BH22 8QF, United Kingdom
Phone: 07909 576127 (please mention “Joints & Connectors”)
Email: support@joints-and-connectors.co.uk

1. Custom & Made-to-Measure Products

Most of our products are made to order using additive 3D printing, based on the measurements, dimensions, or design details you selected/provided when placing your order.

Because these are custom-made items, they are exempt from the standard 14-day right to cancel under the Consumer Contracts Regulations 2013.

However, if your item arrives faulty, damaged, or not as described, you are fully protected by your statutory rights and we’ll put things right promptly.

We kindly ask customers to check all measurements and details carefully before confirming an order.

2. Faulty, Damaged, or Incorrect Items

If your order arrives faulty, damaged, or not as described, please contact us within 14 calendar days of delivery at support@joints-and-connectors.co.uk with:

  • Your order number

  • A brief description of the issue

  • Photos (if applicable)

Once reviewed, we may request the item be returned for inspection.
If a fault is confirmed, we will:

  • Offer a repair or replacement, where possible; or

  • Provide a full refund if a repair or replacement is not feasible.

We will cover the cost of return shipping or provide a prepaid label.

3. Non-Returnable Items

We’re unable to accept returns for:

  • Custom or made-to-measure additive manufactured products (for change-of-mind reasons)

  • Items returned without prior authorisation

  • Items damaged due to misuse, incorrect assembly, or normal wear and tear

  • Minor variations in colour or texture that naturally occur during 3D printing

4. Return Procedure (Authorised Returns Only)

  1. Contact us first – please email before sending any item back.

  2. Packaging – ensure the product is securely packaged to prevent damage.

  3. Shipping – we’ll advise on the correct method. For faulty items, we’ll provide a prepaid label or reimburse reasonable postage costs.

5. Refunds

Once your returned item has been received and inspected, we’ll notify you of the outcome.
If a refund is approved, it will be processed to your original payment method within 10 business days.
Please note that bank or card processing times may vary.

6. Statutory Rights

This policy does not affect your legal rights under the Consumer Rights Act 2015 or other applicable UK consumer protection laws.

We are committed to resolving all issues quickly and fairly.