Returns & refunds

If the toy isn't right, you have 30 days from the day it arrives to send it back for a refund. It needs to come back unused and in the box it arrived in, with nothing painted, glued, sanded, or snapped off.

For change-of-mind returns you cover the postage back to us, and we refund the price of the toy but not the shipping you originally paid. Please send it tracked — until it reaches us it's still your parcel.

3D prints are tough but they're not indestructible, and couriers are couriers. If your toy turns up cracked, snapped, warped, or with a layer that's come apart, email us a photo within 7 days of it arriving and we'll sort it out.

Usually we'll just print a new one and post it free, which is faster than sending the old one back. If you'd rather have your money back we'll refund you in full, including the original shipping. This sits on top of your rights under the Consumer Guarantees Act — we're not trying to talk you out of them.

Email hello@ideaprints.co.nz with your order number, which toy it is, and one line about what went wrong. Photos help enormously for anything damaged. We reply within one business day with the return address and what to do next.

Please don't post anything back before you hear from us. Half the time we don't need the item at all, and unannounced parcels are the easiest thing in the world to lose track of.

Approved refunds are processed within 5 business days — for change of mind that's 5 days from the toy arriving back with us, and for a faulty item it's 5 days from us agreeing the refund.

The money goes back to the card or account you paid with; we can't send it somewhere else. Your bank then usually takes another 3–10 days to show it, which is out of our hands.

One-of-a-kind prints made from your own child's drawing, anything personalised with a name, and gift cards can't be returned for change of mind — nobody else can buy them.

For a change-of-mind return, we also can't accept toys that have been painted, glued, modified, or played with hard enough to show it, or anything sent back more than 30 days after it arrived. None of this affects your rights if the toy was faulty to begin with, or our separate 90-day promise to replace a toy that snaps during normal play — see Materials & Safety.

If we've sent the wrong toy, or a piece is missing from a multi-part set, tell us and we'll post the right thing straight away at our cost. You won't need to send the wrong one back unless we ask, and if we do ask, we'll cover the postage.