Return & Exchange Policy

We accept returns only if the item arrives damaged or has a manufacturer defect. Change-of-mind returns, wrong-size returns, and returns for any other reason are not accepted.

To initiate a return for a damaged item, you must:

• Contact us within 48 hours of receiving the item.
• Provide your order number, a clear description of the damage, and photos or video evidence.
• Retain all original packaging until the matter is resolved.

We will review your submission and respond within 2 business days. Approved return requests will be given a returns authorisation before any item is sent back.

We do not issue cash refunds or M-Pesa refunds under any circumstances. Where a return is approved, you will receive store credit to the value of the returned item(s), which can be used towards a future purchase on zorge3dlabs.com.

Store credit does not expire and can be applied in part or in full to any order.

We offer exchanges for items that arrive damaged or defective, subject to stock availability. If the same item is no longer in stock, store credit will be issued instead.

To request an exchange, follow the same process as a return (see Section 1). Please indicate in your message that you prefer an exchange.

All costs associated with returning an item — including courier fees, packaging, and any related transport expenses — are the responsibility of the customer. This applies in all cases, even if your original order qualified for free delivery.

Free delivery on orders applies to the outbound shipment only. It does not cover return shipping under any circumstances.

We strongly recommend using a tracked courier service when sending items back. Zorge 3D Labs is not responsible for items lost or damaged in transit on their way back to us.

Items that have been damaged due to customer misuse, mishandling, incorrect installation, or accidental damage are not eligible for return, exchange, or store credit. This includes but is not limited to:

• Damage caused during or after unpacking by the customer.
• Damage from improper storage or exposure to unsuitable environments.
• Damage resulting from attempts to modify, repair, or disassemble the item.
• Wear and tear from use inconsistent with the product’s intended purpose.

If you are unsure whether your item qualifies, contact us before sending anything back. Submitting a return for a customer-damaged item will not result in a refund or replacement, and any return shipping costs incurred will not be reimbursed.

Custom 3D printing jobs are made to order and are non-returnable and non-refundable once production has commenced, except where the print is significantly defective due to our error.

Before we begin production, our team will confirm the quote and any design specifications with you. It is your responsibility to review and approve all details at that stage.

To report a damaged item or start an exchange, please email us with your order number and supporting photos.