Refund policy

REFUND & RETURN POLICY

Last updated: August 8, 2026

Thank you for shopping with Rugged Layer Lab. Because many of our products are 3D printed, made to order, customized, or produced in limited quantities, please review the following policy before placing your order.

RETURN REQUEST WINDOW

For eligible non-custom products, return or refund requests must be submitted within 7 calendar days of the date the order is delivered.

Requests received more than 7 calendar days after delivery may not be eligible for a return, exchange, or refund.

To request a return, please contact:

Rugged Layer Lab
Email: ruggedlayerlab@gmail.com

Please include your name, order number, the item involved, the reason for the request, and photographs when applicable.

RETURN ELIGIBILITY

To be eligible for a return, the item must:

• Be returned in the same general condition in which it was received
• Be unused, unless the issue could only reasonably be discovered through normal inspection or testing
• Include all pieces, accessories, or components originally supplied
• Not have been altered, modified, damaged, painted, cut, drilled, glued, installed, or otherwise changed by the customer

Rugged Layer Lab reserves the right to deny a return if the item is returned in a condition materially different from how it was delivered.

CUSTOM, PERSONALIZED & MADE-TO-ORDER ITEMS

All custom, personalized, custom-sized, and made-to-order products are final sale and are not eligible for returns, exchanges, or refunds due to change of mind, incorrect customer measurements, preference changes, or customer-provided information.

Custom products are manufactured specifically for the customer based on measurements, dimensions, colors, files, designs, specifications, or other information supplied or approved by the customer.

Rugged Layer Lab is not responsible for fit or sizing problems caused by inaccurate measurements or specifications provided by the customer.

This includes, but is not limited to:

• Custom-fit parts
• Replacement parts
• Cosplay or wearable items
• Personalized products
• Products manufactured to customer-provided dimensions
• Products created from customer-supplied STL, 3MF, CAD, SVG, or other design files
• Special-order colors, materials, sizes, or configurations

DAMAGED, DEFECTIVE OR INCORRECT ITEMS

If your item arrives damaged, defective, or materially different from what Rugged Layer Lab agreed to produce, please contact us within 7 calendar days of delivery.

Please provide:

• Your order number
• A description of the problem
• Clear photographs of the item
• Photographs of the shipping packaging when shipping damage is involved

For a verified manufacturing defect, shipping damage, incorrect item, or error made by Rugged Layer Lab, we may provide, depending on the circumstances:

• A replacement
• A repair
• Replacement parts
• A partial refund
• A full refund

Rugged Layer Lab will determine the appropriate resolution based on the circumstances of the order.

3D PRINTING CHARACTERISTICS

3D printed products are manufactured layer by layer and may contain normal characteristics of the 3D printing process.

These may include:

• Visible layer lines
• Small seams
• Minor surface texture
• Slight dimensional variations
• Small color variations
• Minor support-removal marks
• Slight differences between photographs and the finished product

These normal manufacturing characteristics are not considered defects unless they materially affect the intended function of the product.

CUSTOMER MEASUREMENTS & COMPATIBILITY

Customers are responsible for verifying measurements, model numbers, dimensions, compatibility information, and other specifications before ordering.

If Rugged Layer Lab manufactures an item according to measurements or specifications supplied or approved by the customer, the item will not be considered defective solely because those measurements or specifications were incorrect.

Customers should contact Rugged Layer Lab before ordering if they are unsure whether a product will fit their particular application.

CUSTOMER-SUPPLIED FILES

Customers are responsible for reviewing and approving any STL, 3MF, CAD, SVG, image, or other digital file they provide for manufacturing.

Rugged Layer Lab is not responsible for defects, dimensional inaccuracies, design problems, fitment issues, or other problems contained in a customer-supplied design file unless Rugged Layer Lab specifically agreed in writing to modify or correct that issue.

RETURN SHIPPING

For approved returns that are not the result of an error by Rugged Layer Lab, the customer is responsible for return shipping costs.

Original shipping charges are generally non-refundable unless the return is caused by an error, defect, or incorrect shipment for which Rugged Layer Lab is responsible.

If Rugged Layer Lab determines that an item must be returned because of our error, we will provide appropriate return instructions.

Please do not send an item back without first contacting Rugged Layer Lab and receiving return authorization.

REFUNDS

Once an approved return is received and inspected, we will notify you of the status of the refund.

Approved refunds will be issued to the original payment method whenever possible.

After Rugged Layer Lab issues a refund, your bank, credit card company, or payment provider may require additional processing time before the funds appear in your account.

Rugged Layer Lab does not control processing times imposed by banks, card issuers, Shopify Payments, PayPal, or other payment providers.

PARTIAL REFUNDS

In some situations, a partial refund may be appropriate instead of a full refund, including when:

• The customer keeps an item with a minor issue
• Only part of an order is affected
• Replacement components are provided
• An item is returned with missing components
• The returned item shows customer-caused damage or use beyond reasonable inspection

Any partial refund will be determined based on the individual circumstances.

ORDER CANCELLATIONS

If you need to cancel an order, contact Rugged Layer Lab as quickly as possible.

Orders that have not entered production may be eligible for cancellation.

Because many Rugged Layer Lab products are made to order, custom, personalized, or manufactured specifically for the customer, an order may no longer be cancelable once materials have been committed, manufacturing has begun, customization has started, or significant production work has been completed.

NON-RETURNABLE ITEMS

The following are generally not returnable unless they arrive damaged, defective, or materially different from what was ordered:

• Custom products
• Personalized products
• Made-to-order products
• Custom-sized products
• Products manufactured using customer-supplied files
• Products altered or modified after delivery
• Products damaged through misuse or improper installation
• Products damaged through normal wear and tear
• Clearance or final-sale products when clearly identified as final sale before purchase

LOST OR STOLEN PACKAGES

If tracking information shows that a package was delivered but you cannot locate it, please first check with household members, neighbors, your local carrier, and the delivery location.

Rugged Layer Lab will assist where reasonably possible with carrier-related issues, but we cannot guarantee reimbursement for packages that the carrier confirms were successfully delivered to the address supplied by the customer.

INCORRECT SHIPPING ADDRESS

Customers are responsible for providing a complete and accurate shipping address.

If an order is returned because an incorrect or incomplete address was supplied, additional shipping charges may be required before the order is resent.

CONTACT US

Questions regarding returns, refunds, damaged products, or order issues may be sent to:

Rugged Layer Lab
Wisconsin, United States
Email: ruggedlayerlab@gmail.com
Website: ruggedlayerlab.shop

Nothing in this policy is intended to limit any consumer rights that cannot legally be waived under applicable law.