Returns & Refunds

Last updated: September 2026

At Cetakgoo, we want you to be happy with your purchase. Each product is prepared with care, whether it is a ready-made 3D printed product, custom order, or digital 3D model.

Because some of our products are made specifically for each customer, our return and refund conditions may vary depending on the type of product purchased.

1. Physical Products

For ready-made physical products, we accept return or refund requests only in the following situations:

  • The item received is damaged or defective.
  • The wrong product was sent.
  • The product received is significantly different from the product description.

Please contact us within 3 days of receiving your order and provide:

  • Your order number
  • Photos or videos of the item received
  • A description of the issue
  • Photos of the packaging if the parcel appears to have been damaged during delivery

We may request additional information to assess the issue.

2. Custom & Made-to-Order Products

Custom and made-to-order products are produced specifically according to the customer’s requirements.

Because of this, custom or made-to-order products are generally non-refundable and cannot be returned unless the item is defective, damaged during delivery, or incorrectly produced by Cetakgoo.

Please review and confirm your specifications carefully before placing a custom order.

This includes:

  • Custom dimensions
  • Custom text or names
  • Custom colours
  • Custom designs
  • Customer-approved previews
  • Products manufactured according to customer instructions

Once production has started, changes or cancellations may not be possible.

3. Customer-Supplied 3D Files

For custom 3D printing services where the customer provides their own STL, 3MF, STEP or other 3D model files, the customer is responsible for ensuring that the supplied file is suitable for printing.

Cetakgoo is not responsible for issues caused by:

  • Incorrect or incomplete 3D files
  • Poor model geometry
  • Non-manifold models
  • Unsupported designs
  • Incorrect dimensions
  • Insufficient wall thickness
  • Unsupported overhangs
  • Design features that cannot be reliably printed
  • Customer-provided specifications that result in an unsuitable product

If a print failure occurs due to the manufacturing process or an issue caused by Cetakgoo, we may offer a replacement or other appropriate resolution.

4. 3D Model / Digital Products

Digital products such as STL, 3MF, STEP or other downloadable 3D model files are non-refundable once the file has been downloaded or accessed.

Due to the nature of digital products, we cannot accept returns of downloadable files.

If you experience a problem with a purchased digital file, such as:

  • Corrupted or incomplete file
  • Incorrect file supplied
  • Missing files
  • Download access problems

please contact us so we can investigate and provide the appropriate solution.

5. Third-Party / MakerWorld Models

Some physical products may be printed from models created by third-party designers or platforms such as MakerWorld, where the applicable licence permits commercial printing.

The intellectual property and design rights of such models remain with their respective creators.

Purchasing a physical printed product from Cetakgoo does not transfer ownership of the underlying digital design or intellectual property to the customer.

Where applicable, the relevant model licence will be respected.

6. Change of Mind

We generally do not accept returns or refunds simply because a customer has changed their mind, ordered the wrong size, selected the wrong colour, or no longer wants the product.

For custom and made-to-order products, cancellation after production has started may not be possible.

7. Damaged During Delivery

If your parcel arrives damaged, please contact us as soon as possible.

Please keep:

  • The product
  • The original packaging
  • Shipping labels
  • Any damaged packaging materials

Photos or videos may be requested to help us determine whether the damage occurred during shipping.

Depending on the circumstances, Cetakgoo may offer a replacement, refund, or another appropriate solution.

8. Wrong Item Received

If you receive an item different from what you ordered, please contact us within 3 days of delivery.

After verification, we may arrange a replacement or refund as appropriate.

Please do not return the item before contacting us.

9. Refund Processing

Where a refund is approved, the refund will generally be processed through the original payment method used for the order.

The time required for the refund to appear in your account may depend on the payment provider or financial institution.

Shipping fees may not be refundable unless the issue was caused by an error on our part.

10. How to Request a Return or Refund

To request a return, replacement or refund, please contact us with:

Email: hi@cetakgoo.com
Phone / WhatsApp: +60 11-7221 2707

Please include:

  • Order number
  • Name used for the order
  • Product name
  • Reason for the request
  • Photos or videos where applicable

We will review the request and let you know the next steps.

11. Final Assessment

Each return or refund request is reviewed based on the circumstances of the order and the condition of the product.

For custom products, customer-supplied files and digital products, the applicable conditions above will apply.

By placing an order with Cetakgoo, you acknowledge and agree to this Returns & Refunds Policy.