Return & Refund Policy

Ceylon 3D is operated by CEYLON 3D (PVT) LTD (Company No. PV 00375295), a private limited company incorporated in Sri Lanka. We create personalised AI-assisted 3D printed miniatures, custom printed gifts and customer-supplied 3D model printing services.

Because most Ceylon 3D products are made to order using customer photos, customer-selected specifications or customer-supplied 3D files, our return and refund rules are different from standard ready-made retail products.

This policy explains when an order can be cancelled, refunded, replaced or returned. It applies to orders placed through ceylon3d.com and customers in Sri Lanka unless a separate written agreement applies.

Personalised products include miniatures, figurines, cake toppers, custom gifts, AI-generated 3D models, items made from uploaded photos and items printed from customer-supplied 3D model files.

After payment is confirmed and AI generation, design review, file preparation, printing or production has started, personalised items cannot normally be cancelled, returned or refunded for change of mind.

We will still help if the item is damaged, defective, materially different from the approved order details, or if we made a production mistake.

You may request cancellation before payment confirmation or before production work starts. If we have not started AI generation, file preparation, printing or production, we may cancel the order and issue a refund where payment has already been received.

Once AI generation, 3D modelling, file preparation, printing, painting, finishing, packing or dispatch has started, cancellation may not be possible because costs have already been incurred for a personalised item.

If you need to cancel urgently, email orders@ceylon3d.com with the order number as soon as possible.

For bank transfer orders, the order is saved first and production starts only after our team confirms payment.

If we cannot verify the bank transfer receipt, we may request a clearer receipt, ask for additional details or reject the payment proof until verification is complete.

If a verified bank transfer needs to be refunded before production starts, the refund will normally be made to the customer’s bank account after verification of the original payer details.

When online card, wallet or internet banking payments are enabled, payments may be processed through PayHere or another approved payment provider.

If a payment succeeds and the order is accepted, the official order confirmation and invoice will be sent after payment confirmation.

Eligible refunds for online payments will normally be processed back to the original payment method where possible. Processing time may depend on PayHere, card networks, banks and the customer’s issuing bank.

Duplicate payments, failed order creation after successful payment, or verified overpayments will be reviewed and refunded after verification.

If your order arrives damaged, defective or materially different from the confirmed order details, please contact us within 48 hours of delivery.

Please provide your order number, clear photos/videos of the packaging and item, and a short explanation of the issue.

After reviewing the evidence, Ceylon 3D may offer one or more of the following: replacement, reprint, repair, missing-part replacement, partial refund, full refund or store credit.

Do not dispose of the item or packaging until we complete the review, because we may need additional evidence for courier or production investigation.

If Ceylon 3D sells ready-made, non-custom, non-personalised items, those items may be eligible for return within 7 days of delivery if they are unused, undamaged, unaltered and in original packaging.

Return shipping costs are the customer’s responsibility unless the return is due to our mistake, a defective item or a wrong item being delivered.

A refund for eligible returned items will be processed after we receive and inspect the item.

The following items are normally not returnable: personalised miniatures, custom AI-generated products, custom 3D printed products, products made from customer photos, products printed from customer-supplied 3D files, approved digital previews, downloaded digital files, used items, damaged items caused by misuse, and items without sufficient proof of purchase.

Colour, size and finish may slightly vary because of screen differences, resin/printing materials, hand finishing, painting, lighting and production processes. Minor variations are not treated as defects unless they materially affect the agreed product.

Approved refunds are normally processed within 7–14 working days after approval, inspection or payment verification.

Bank refunds may take additional time depending on bank processing. Card or PayHere refunds may take additional time depending on the payment provider, card network and issuing bank.

Refunds will normally be made using the original payment method. If that is not possible, we may request verified bank details from the original customer/payer.

Delivery charges are refundable only if the order is cancelled before dispatch or if the refund is due to our mistake, a defective item or a wrong item being delivered.

If an order is returned because the customer gave an incorrect address, refused delivery or did not collect the parcel, delivery and return courier charges may be deducted from any eligible refund.

Email support@ceylon3d.com or orders@ceylon3d.com with your order number, customer name, phone number, payment reference, reason for the request and photos/videos if the item is damaged or incorrect.

We may ask for additional information to verify the order, payment, delivery status or defect claim.

Refund decisions are made after reviewing the order status, production stage, payment status, uploaded files, product condition and evidence provided.

Registered company: CEYLON 3D (PVT) LTD

Company number: PV 00375295

Support email: support@ceylon3d.com

Orders and payment email: orders@ceylon3d.com

Phone / WhatsApp: +94 76 584 7777

Website: https://ceylon3d.com

Country of operation: Sri Lanka

Registered business address: 208/4, Modera Street, Colombo 15, Sri Lanka