Returns & cancellations

Changing your mind

You have 14 days from the day your order arrives to tell us you have changed your mind, and another 14 days to send it back. You do not need a reason.

This applies even though we make each piece after you order. The exemption for made-to-order goods only covers things made to your own specification or personalised for you — choosing from the options we already offer does not count, so you keep the right to cancel.

To cancel, email scott@uglydog.online with your order number. Any clear statement works; you do not have to use a form.

Getting your money back

We refund within 14 days of the item coming back to us, to the same card you paid with. That includes the standard delivery cost you originally paid.

You pay the cost of sending it back. Please use a tracked service and pack it properly — these are large, fragile pieces, and until it reaches us it is your responsibility. If it comes back damaged because it was not packed well, or has been used beyond simply handling it the way you would in a shop, we may reduce your refund to reflect the loss in value.

Before you order something big

The largest pieces take well over a hundred hours to print, and we start as soon as you order so the lead time stays honest. You are still free to cancel — but if you are unsure about size, colour or fit, please ask us first. We would much rather answer a question than have a metre-tall model travel twice.

If something is wrong with it

This is separate from changing your mind, and it lasts much longer.

• Within 30 days of delivery, if a piece is faulty, damaged in transit or not as described, you can have a full refund.
• After 30 days and up to six months, we will repair or replace it. If that is not possible, you get a refund.
• Up to six years (five in Scotland), you may still have a claim if the piece was not of satisfactory quality when it was made.

Email us with a photograph and we will sort it out. We pay the return postage on anything faulty, and we will never ask you to deal with the courier on our behalf.

Bear in mind what 3D printing normally looks like: visible layer lines, small variations in finish and slight batch-to-batch colour differences are characteristics of the process, not faults. Parts arriving broken, warped, badly finished or not matching the description are faults, and we will put them right.

Custom and commissioned work

Work we quote and make to your own drawing, measurements or personalisation is genuinely made to your specification, so the 14-day change-of-mind right does not apply to it. Your rights if the work is faulty or not as described are exactly the same as above. We will always make this clear in the quote before you agree to it.

Where to send things

Please email first so we know it is coming — do not send anything back without telling us. Returns address: Scott John Mathews trading as uglydog, 31 Holcroft Drive, Wigan, WN2 5YP, United Kingdom.