Spoolform policies

Refund & Return Policy

What to do if your order arrives damaged, and how shipping works.

Last updated: 25 October 2026

In short: every item is made to order, so we do not accept returns for change of mind. If your item arrives damaged or wrong because of us, we will replace it or refund you.

Made to order

Most Spoolform items are 3D printed after you order, and many are personalised with your name, logo, link or design. Because of this, we cannot accept returns or give refunds for:

  • Change of mind, or ordering the wrong item, size or colour.
  • Personalised or custom items made to the details you approved.
  • Small differences that are normal for 3D printing, such as visible layer lines or slight colour variation between batches.

When we will help

We will replace your item, or refund you if a replacement is not possible, when:

  • The item arrives broken or damaged.
  • We sent the wrong item, or made a mistake on details you approved (for example a spelling error that was not in your approved design).
  • The item has a printing defect that affects how it works.

How to make a claim

  • Contact us within 3 days of receiving your parcel at hello@spoolform.com or WhatsApp +60 11-7221 2707.
  • Send your order number, clear photos of the item and the packaging, and an unboxing video if you have one.
  • Please keep the item and packaging until your claim is settled.

Once we confirm the issue, we will remake and resend the item at no cost to you, or refund the item price. You do not need to send the damaged item back unless we ask.

QR codes and links

For QR items, we print the exact link you gave us. Please test-scan the preview before you confirm. We cannot accept claims for a wrong or broken link that you supplied.

Packaging

We pack every order with care to protect it on the way to you. If the outside box looks badly damaged when it arrives, please take a photo before opening it.

Shipping

  • We ship within Malaysia using trusted couriers.
  • Production time depends on the item and will be confirmed with your order. Shipping time is counted after your item is made.
  • Shipping fees are shown or quoted before you pay.
  • Please make sure your address and phone number are correct. Extra costs from a wrong address are paid by the customer.

Your legal rights

This policy does not affect your rights under Malaysian consumer law.