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Guarantee & returns

Last updated: 21 October 2026

If something is wrong with what arrived, we repair it, reprint it or refund it. This page forms part of our Terms & Conditions.

1. The 14-day guarantee

Everything we print, catalogue lamps, personalised pieces and printed files alike, is guaranteed for 14 days from delivery against manufacturing defects. The guarantee covers a piece that arrives:

  • Broken or cracked.
  • Warped so that it does not sit flat.
  • With layer shifts or missing parts.
  • With a bulb, cable or base that does not work.
  • Different from your order (a design, size or colour other than the one you ordered, or a name or photo other than the one you approved).

2. What is not a defect and is not covered

  • Fine layer lines, a faint seam, slight colour differences between filament batches or from your screen, and dimensional differences of about half a millimetre on details and about 2% on the overall size.
  • Deformation from heat after delivery (for example a piece left in a car or in the sun), or damage from a fall, water or misuse after delivery.
  • Faults caused by fitting another bulb, using an unsuitable charger or cable, opening the base or modifying the piece, contrary to the safety instructions in the Terms & Conditions.
  • For personalised pieces: a spelling mistake in the name as you typed it, a weaker result from an unclear photo, or an error in the design of a file you uploaded.

3. Transport damage: tell us within 48 hours

  • Check the parcel and the piece as soon as they arrive. If there is breakage or visible transport damage, tell us within 48 hours of delivery with photos of the piece, the box and the packing, and keep the packing until we reply.
  • If we hear from you after 48 hours but within the guarantee period, we assess it under the guarantee and may ask to inspect the piece to confirm the damage happened before delivery.

4. How to claim

  1. Message us on WhatsApp +965 9700 9255 or email info@pure3d.art within 14 days of delivery with your order number and at least two clear photos showing the problem (or a short video if the problem is with the light).
  2. We answer within two working days.
  3. Depending on the case, we repair the fault or replace the faulty part (such as the bulb, cable or base), or reprint the piece at no cost. If repair or replacement is not possible within a reasonable time, or the fault comes back, we refund you to your original payment method.
  4. We cover all delivery costs in guarantee cases. Usually you do not need to send anything back; if we need the faulty piece to examine it or to claim from the courier, we collect it at our cost, normally when we deliver the replacement.

5. Returning catalogue lamps

  • You can return a catalogue lamp within 14 days of delivery even if nothing is wrong, provided it is unused, complete (shade, base, bulb and cable) and in its original packaging.
  • Message us on WhatsApp to arrange the pick-up. The original delivery fee is not refunded, and the pick-up fee, the same as the delivery fee for your area, is deducted from the refund.
  • We refund once we have received and checked the lamp. If it comes back used, damaged or incomplete, we may decline the return and send it back to you at the delivery fee.
  • Exchanges: you can exchange the lamp for another size, colour or design on the same conditions, paying any price difference and the delivery fee both ways.

6. Personalised pieces and printed files

Name keychains and desk letters, thread and dot portraits from your photo, and pieces printed from your file are made for you alone, so they cannot be returned or exchanged unless they have a manufacturing defect or differ from the order you approved, in which case the 14-day guarantee applies. Files you upload are printed as they are; we check them before printing and tell you if something will not work, but we cannot guarantee a design we did not make. Printing faults themselves are always covered. Details on Personalised pieces & your files.

7. Orders we cancel or decline

If we cancel your order or decline a name, photo or file (for example because a colour has run out, a file cannot be printed or the content breaks our rules), we refund the full amount paid, including delivery if the whole order is cancelled.

8. How refunds are paid

  • Refunds go back only to the original payment method, through the Hesabe gateway. We do not refund in cash.
  • We start the refund within 5 working days of approving it (or of receiving a returned lamp). How quickly it then appears in your account depends on your bank and payment method, usually within 14 working days.
  • For orders paid with Deema, the refund goes to Deema, and your instalments are adjusted or refunded under Deema's own rules and terms.
  • We refund the amount actually paid for the piece after any discount. Delivery fees are refunded only if the return is due to our mistake or we cancel the whole order.

9. Your legal rights

This policy adds to your rights and does not reduce them; nothing in it limits any right you have under the Consumer Protection Law No. 39 of 2014 or any other Kuwaiti law.

10. Contact us

  • WhatsApp: +965 9700 9255
  • Email: info@pure3d.art
  • Instagram and TikTok: @pure3d.art