Refunds and cancellations policy

What is this?

This policy explains how refund and cancellation decisions are expected to work for the services provided via the Forget About platform. While this policy is meant to help get you what you need, if you have any questions please reach out to us via the support channel of your choosing.

Before payment when using the tools

Check the generated preview, dimensions, material assumptions, provider quote, postage, lead time, and delivery details before paying. If something looks wrong before checkout, do not pay yet. Contact support or adjust the design first. We want the experience of using the platform to be as painless as possible. So taking the time here to check twice before committing to purchase is definitely advised as the easiest route to receiving what you need.

Digital 3D model access

The lifetime 3D model unlock is final once payment is confirmed and access is activated, so there are no change-of-mind refunds after purchase.

Digital file access delivery is considered final once the paired 3MF/STL package is generated, downloaded, or shared with you, except where you find the unlock or package is not delivered, or is corrupted. If you believe this has happened. Please raise a support request and we’ll put it right as quickly as possible.

Orders you’ve sent for printing.

We know it’s natural sometime to click too quickly and we want you to get the best experience using our tools & platform.

So to give you some peace of mind, we’ve set it up so you can cancel your Order via Order history automatically before the printer accepts the order for printing. But we recognize that the printer has made a commitment at this point that has value from their end.

So to keep things fair, after acceptance of the order for printing there is no automatic change-of-mind refund available. Before production starts, you are able to send a message request to ask the printer to approve a cancellation but this is at the discretion of the printer and how far into the manufacturing process they are at the point the request is received.

Faulty, damaged, not-as-described or undelivered orders, and your legal rights, are not affected by this policy.

For all requests of this type, use the order page to message the printer on platform.

Marketplace dispute review and optional arbitration

If a buyer and printer cannot resolve a cancellation, delivery, quality or refund dispute through the order conversation, either party may ask Forget About to review the matter. Forget About will act as the first point of escalation for the Platform and may consider the order record, messages, photographs, tracking information and responses from both parties. Forget About may request further information before completing its review.

For a Marketplace Order, the printer remains the seller and merchant of record and remains responsible for manufacturing, product quality, fulfilment, delivery, refunds, taxes and compliance with applicable consumer law. Forget About’s review is an internal marketplace service. It does not make Forget About the seller, manufacturer or guarantor of the printer’s obligations, and it does not determine either party’s legal liability. Where an order is expressly identified as Sold by Forget About, Forget About remains the seller and is responsible accordingly.

After reviewing the available evidence, Forget About may, acting reasonably and at its discretion, decide what action it will take within the Platform. Where the payment arrangements permit, this may include recommending, facilitating or processing a full-order refund through the original payment method. Processing a refund does not transfer the printer’s seller or merchant-of-record responsibilities to Forget About. Any platform decision or refund is additional to, and does not limit, the buyer’s statutory rights or either party’s right to pursue another available remedy.

If the dispute remains unresolved, the parties may agree in writing, after the dispute has arisen, to refer it to an independent arbitrator. Any agreed arbitration will be seated in England and Wales and conducted under the Arbitration Act 1996, as amended by the Arbitration Act 2025. Arbitration is voluntary for consumers. Nothing in these Terms requires a consumer to use arbitration, prevents court proceedings, or restricts access to an applicable alternative dispute-resolution service or statutory remedy.

Subject to any mandatory consumer protections, these Terms and any related non-contractual dispute are governed by the law of England and Wales. A consumer may bring proceedings in any court which has jurisdiction under applicable law.

How to request help

Please reach out to us via the support channel of your choosing. But to expedite resolution of your query, please include your account email, order reference, payment reference if you have it, photos where relevant, and a short description of the issue.