Cancellation & Refund Policy

1. Policy Principles

At The Layer Company, we take profound pride in our craftsmanship and manufacturing precision. Because our offerings include both ready-made studio editions and highly customized additive manufacturing projects, this policy clearly sets out the terms under which cancellations, returns, remanufactures, and refunds are processed.

This policy complies with the Consumer Protection (E-Commerce) Rules, 2020 of India and standard payment gateway merchant requirements (including Razorpay).

2. Curated Studio Shop Editions (Catalog Purchases)

For standard ready-made products purchased directly through our online Shop (such as our architectural vases, planters, desk stands, and table luminaries):

• Cancellation Prior to Dispatch: You may cancel standard shop orders for a 100% full refund at any time before the package has been handed over to the courier (typically within 24 hours of ordering).
• 7-Day Return / Replacement Window: If an item arrives with a verified manufacturing flaw or material imperfection, you are eligible for an immediate replacement or full refund within 7 days of delivery.
• Return Condition: The item must be unused, in its original studio condition, and packed in its original protective packaging.

3. Custom 3D Printing & Sublimation Commissions

Consequently, custom manufacturing orders operate under the following terms:

• Cancellation Prior to Machine Run: You may cancel custom orders and receive a full refund (minus any mutually agreed CAD design consultation fee) if cancellation is received before machine slicing, build-plate preparation, or thermal sublimation pressing has commenced.
• After Production Has Begun: Once machine extrusion, laser curing, or dye infusion is in progress, custom orders cannot be cancelled or refunded for change of mind.
• Quality & Dimensional Guarantee: If a finished print deviates materially from the agreed CAD specifications, chosen layer height, or specified functional tolerances (outside standard FDM tolerances of ±0.2–0.5mm), we provide a complimentary expedited reprint or full refund upon inspection.

4. Transit Damage & Broken on Arrival

If any piece—whether from the shop catalog or a bespoke commission—arrives broken, cracked, or deformed due to rough courier handling, The Layer Company provides an unconditional Free Replacement Guarantee:

• Report the damage within 48 hours of delivery.
• Mandatory Unboxing Video: Provide a clear, continuous, uncut unboxing video starting from the sealed outer package and shipping label to the moment the damaged piece is revealed. (A continuous unboxing video is strictly mandatory to process any transit damage replacement or refund; photographs alone without unboxing video cannot establish courier transit liability).
• Upon verification (within 24 business hours), we immediately queue an expedited remanufacture at our own expense, or issue a 100% refund if a replacement is not feasible.

5. Refund Method & Processing Timelines

Once a return is received and inspected at our studio, or a cancellation/damage claim is formally approved, your refund is processed promptly:

Note: Refunds are credited strictly back to the original source account through our secure payment gateway partner (Razorpay). We do not issue cash refunds or third-party transfers.

6. Non-Refundable Scenarios

Refunds or replacements cannot be granted in the following circumstances:

• Damage caused by client mishandling, dropping, exposure to excessive thermal heat beyond polymer glass transition temperatures (e.g. leaving standard PLA in hot automotive interiors), or improper mechanical assembly.
• Inherent design weaknesses in customer-supplied CAD files (e.g. non-manifold geometry, zero-thickness walls, or insufficient wall thickness flagged by our team prior to production).
• Minor cosmetic layer lines consistent with the agreed layer height and technology capabilities.
• Transit damage claims submitted without a continuous unboxing video or reported after the stipulated 48-hour post-delivery reporting window.

7. Step-by-Step Procedure to Initiate a Claim

To request a return, replacement, or refund, follow these straightforward steps:

1. Contact Support: Email hello@thelayercompany.com or message our WhatsApp at +91 89497 33614.
2. Provide Order Information: Include your Order Number (e.g. TLC-1048), registered email, and brief explanation of the issue.
3. Attach Mandatory Video & Photos: Attach the continuous unboxing video showing the sealed package, shipping label, and damaged item, along with close-up photographs of the damage.
4. Studio Resolution: Our engineering team will assess the claim within 24 to 48 business hours and initiate an expedited reprint dispatch or gateway refund.