Return and Refund Policy

From time to time products need to be returned due to faults, damage or other reasons. 

Under the Consumer Rights Act 2015, consumers may be entitled to a refund, replacement, repair and/or compensation where goods are faulty or not as described;

Please note: We do not offer refunds or returns for change of mind due to the nature of some of our products and the complexity of our kits. If you are having difficulties assembling your kit or configuring your electronics or using one of our machines please contact us for assistance. Some of our products are complex by nature and difficulty assembling the products, or using the machines is not sufficient grounds for a return.

Our return policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange. Occasionally delivery may take up to this amount of time and so in these situations, a resolution is determined on a case-to-case basis.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Our team will inspect the quality of the returned item and if it meets these criteria a refund will be issued. 

Several types of goods are exempt from being returned. Perishable goods cannot be returned. We also do not accept products that are hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Certain clearance products such as our 2nds V-Slot and our ‘Scratch and Dent products.
  • Extrusions that have been cut to size upon request (all products cut at the customer’s request are sold “as-is” ).
  • damaged an item by trying to repair it or getting someone else to do it.

To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer. If you would like to request a return please contact our Customer Service Team at service@makerstore.co.uk. If a return is granted you will be provided with a Return Authority (RA), all returns must have the RA number written or attached. Maker Store will refuse and return to sender any package without a RA.

There are certain situations where only partial refunds are granted: (if applicable)

  • Products that arrive damaged, used or otherwise changed from the original condition.
  • Products sold together that are missing parts for reasons not due to our error.

You can always contact us for any return questions at service@makerstore.co.uk

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

Items returned by someone other than the buyer
We will only accept an item to be returned from those who bought the item.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item
Unfortunately, we cannot accept returns on gift cards.

Exchanges
As we cannot deem a product faulty before our team had inspected it, the fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. This may take up to 10 business days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at service@makerstore.co.uk

Warranty

A standard 12-month warranty is provided on all products except Consumables and Warranty Exempt Items. The 12-month warranty period begins on the day the product is received. Any item altered or processed will void all warranties, this includes cutting, tapping, drilling, soldering, or any other modification to the product.

Warranty Exempt Items

Items classed as Warranty Exempt Items do not have a warranty. These include, but are not limited to:

  • Software
  • Seconds (2nd) stock including scratch and dent stock
  • Gift Cards
  • Extrusions that have been cut to size upon request

For more information about if an item can be classed as a Warranty Exempt Item please contact us at service@makerstore.co.uk

We cannot warrant damage or defects resulting from accident, misuse, abnormal use, abnormal conditions, normal wear and tear, improper storage, exposure to liquid, moisture, dampness, sand or dirt, neglect, or unusual physical, electrical or electromechanical stress caused by intentional or accidental incorrect wiring.

Consumables

Items classed as consumables do not have a warranty. These include, but are not limited to:

  • Collets
  • End Mills
  • Router Bits
  • Drill Bits
  • Drill Taps
  • PCB Paper
  • Materials including Aluminium, Acrylic and Polyoxymethylene (unless in case the material arrives in a damaged condition)
  • Magnets
  • Glues, Tapes and Pastes

For more information about if an item can be classed as a consumable please contact us at service@makerstore.co.uk

Replacements (if applicable)

A replacement will be sent out if an item is faulty or damaged when received. Damage to an item by misuse or incorrect installation will void the warranty and any replacement. To request a replacement please contact us at service@makerstore.co.uk. For a replacement to be approved we require a description of the fault or damage including a photo/video confirmation of the description. We may ask for further information or details after the initial request. Please note we cannot accept a request for a replacement part if this process is not followed.

For high-value items, replacements can only be approved if the item is returned to our team for assessment. What falls under this criteria is at the discretion of Maker Store.

 

This policy is offered in addition to your legal rights.