Returns & cancellations

The short version

• Unopened, still sealed? Return it within 28 days of delivery for a full refund of the item price.
• Opened or unsealed? We cannot accept it back unless it is faulty — see “Why we can’t take back opened spools” below.
• Faulty or not as described? Always returnable, and we pay the postage.
• Return postage is paid by you unless the item is faulty, damaged, or we sent the wrong thing.

Your statutory cancellation right

Because you are buying online, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel your order within 14 days of receiving the goods, without giving a reason. Nothing on this page removes that right.

To cancel, email sales@cleverdeals.net with your order number before the 14 days are up. You then have a further 14 days to send the goods back. You are responsible for the cost of returning them.

Where goods are returned to us having been handled more than was necessary to establish their nature, characteristics and functioning, we may reduce the refund to reflect the resulting loss in value. For vacuum-sealed filament, breaking the seal is not necessary to establish those things — the material, diameter, weight and colour are all printed on the packaging.

Our 28-day returns policy

Beyond the statutory window we offer a longer goodwill period. You may return any spool within 28 days of delivery provided it is:

• still in its original, unbroken vacuum seal;
• in its original undamaged box, with any desiccant sachet still inside; and
• in a resalable condition.

We cannot accept returns requested more than 28 days after delivery.

Why we can’t take back opened spools

Filament is hygroscopic — it starts absorbing atmospheric moisture the moment the vacuum seal is broken. Damp filament prints badly: stringing, popping, weak layer adhesion and brittle parts. Once a spool has been unsealed we have no way of knowing how long it was exposed or how it was stored, and we will not resell material we would not print with ourselves.

So an unsealed spool cannot be returned simply because you have changed your mind. If an unsealed spool is faulty, that is a different matter entirely and is covered below.

Faulty, damaged or wrong items

Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described. If a spool fails that standard — inconsistent diameter, contamination, a snapped or tangled winding, damage in transit, or simply the wrong item — you can return it whether or not the seal is broken.

Tell us within 30 days of delivery and you are entitled to a full refund. After 30 days we will repair or replace it, and if that is not possible you can claim a refund. Email sales@cleverdeals.net with your order number and a photo of the problem — photographs of the print failure and the affected filament help us diagnose it quickly.

We pay return postage on faulty, damaged or incorrectly supplied items and will send you a prepaid label.

How to return something

1. Email sales@cleverdeals.net with your order number and what you would like to return. Please do not send anything back before contacting us — we need to issue a returns reference so your parcel can be matched to your order.
2. We will reply with a returns reference, normally within one working day. Returns are received at Close Cottage, Mow Lane, Off Congleton Road, ST7 3PL — please still ask for a reference before sending anything, so your parcel can be matched to your order.
3. Pack the spool so it arrives as it left — the original box is ideal. Include the returns reference in the parcel.
4. Send it using a tracked service. Until it reaches us the parcel is your responsibility, and without tracking we cannot refund an item that goes missing in transit.

Who pays the postage

• Changed your mind: you pay the return postage.
• Faulty, damaged, or our mistake: we pay, via a prepaid label.

Where you cancel a whole order under your statutory right, we refund the standard outbound delivery charge you paid. If you chose a more expensive delivery option, we refund the standard rate only. Where you return part of an order, the outbound delivery charge is not refunded.

Refunds

Refunds are issued to the original payment method within 14 days of us receiving the goods back (or, if earlier, of you supplying proof of postage). How quickly the money appears depends on your bank or card issuer.

If a returned spool arrives unsealed, damaged, or outside the 28-day window, we will contact you before doing anything. We will either return it to you at your cost or, where a partial refund is fair, offer you one — the choice is yours.

Contact

Returns: sales@cleverdeals.net
Everything else: sales@cleverdeals.net
Returns address: Close Cottage, Mow Lane, Off Congleton Road, ST7 3PL

TBV Limited (trading as CleverDeals), Suite 48, Beechfield House, Winterton Way, Macclesfield, SK11 0LP. Registered in England and Wales, company number 13279893. VAT registration number GB 378 4829 39.