LAYR Return & Refund Policy

All sellers on LAYR must comply with this Return & Refund Policy. Sellers may offer more generous return policies, but they may not provide protections that are less favorable than those outlined here.

A seller's specific return policy will be displayed on the applicable product listing where appropriate.

A buyer may be eligible for a refund, replacement, repair, or other appropriate resolution if the product:

Requests should generally be submitted within 14 days of delivery, unless a longer period is required by applicable law.

• Arrives damaged.
• Contains a manufacturing defect.
• Is materially different from the listing description or images.
• Is the incorrect item.
• Is missing significant components.
• Is lost during shipping and cannot be recovered.
• Cannot be delivered due to an error by the seller or production partner.

Most products sold through LAYR are manufactured specifically after an order is placed.

Because of this, custom, personalized, or made-to-order products are generally not eligible for return solely because the buyer changed their mind.

However, these products remain eligible for a refund, replacement, or repair if they:

• Arrive damaged.
• Contain manufacturing defects.
• Are incorrect.
• Differ materially from the product listing.

Unless a seller specifically offers change-of-mind returns, buyers are not entitled to return products because they:

If a seller voluntarily accepts returns for these reasons, the seller's individual return policy will apply.

• Changed their mind.
• Ordered the wrong size, color, or variation.
• No longer want the item.
• Found the product elsewhere.
• Made an ordering mistake.

When a return is approved:

Returned products should be packaged appropriately to prevent damage during transit.

• If the seller, designer, or production partner is responsible for the issue, they are responsible for reasonable return shipping costs.
• If the return is accepted as a voluntary change-of-mind return under the seller's policy, the buyer is responsible for return shipping unless the seller states otherwise.

If a shipment is confirmed lost by the shipping carrier or cannot reasonably be located, the buyer may be eligible for:

LAYR or the seller may wait until the shipping carrier completes its investigation before issuing a replacement or refund.

• A replacement product; or
• A full refund.

To request a refund or replacement, buyers must first contact the seller through the LAYR messaging system.

The buyer should provide:

• The order number.
• A description of the issue.
• Photographs of the product (if applicable).
• Photographs of the packaging (if applicable).
• Any additional information reasonably requested to investigate the claim.

LAYR encourages buyers and sellers to resolve issues directly whenever possible.

Before requesting LAYR's assistance, buyers must first contact the seller through the LAYR messaging system and make a reasonable effort to resolve the issue.

Sellers are expected to respond within 48 hours of receiving the buyer's request.

If the issue has not been resolved within 7 calendar days after the buyer first contacted the seller, either party may open a dispute through LAYR.

When reviewing a dispute, LAYR may request additional information from either party, including:

After reviewing the available information, LAYR may, in its sole discretion:

Except where prohibited by applicable law, LAYR's determination of marketplace disputes is final for purposes of administering the Platform.

• Photographs of the product.
• Photographs of the packaging.
• Order information.
• Shipping or tracking records.
• Communications between the buyer and seller.
• Any other information reasonably necessary to investigate the claim.
• Determine that no further action is required.
• Require a replacement product.
• Require replacement parts.
• Require a repair where appropriate.
• Issue a partial refund.
• Issue a full refund.
• Require the return of the product before a refund is issued, where appropriate.
• Take any other action LAYR considers appropriate under the circumstances, including suspending accounts that violate marketplace policies.

If a seller fails to respond to a buyer's request within 48 hours, LAYR may review the available evidence and resolve the dispute without further input from the seller.

Repeated failures to respond to customer inquiries or disputes may result in:

• Temporary suspension of the seller's account.
• Reduced marketplace visibility.
• Withholding of seller payouts.
• Permanent removal from the Platform.

Not every dispute requires a refund. Depending on the circumstances, LAYR may determine that one or more of the following resolutions is appropriate:

LAYR reserves the right to determine the most appropriate resolution based on the evidence provided, the seller's policies, applicable laws, and the circumstances of the transaction.

• A replacement product.
• Replacement parts.
• A repair.
• A partial refund.
• A full refund.
• Return of the product before a refund is issued.
• No refund or replacement where the claim cannot be substantiated.

Approved refunds will generally be issued to the buyer's original payment method.

Refund processing times depend on the payment provider and financial institution and are outside LAYR's control.

Unless defective, incorrect, or otherwise required by law, the following are generally not eligible for return:

• Personalized products.
• Made-to-order products.
• Digital downloads.
• STL files.
• Downloadable design files.
• Gift cards.
• Products that have been modified, damaged, or misused after delivery.

LAYR reserves the right to deny refund or replacement requests where there is evidence of:

Accounts engaging in repeated fraudulent return activity may be suspended or permanently removed from the Platform.

• Fraud.
• Abuse of the marketplace.
• Misuse of the return process.
• Intentionally false or misleading claims.

Nothing in this Return & Refund Policy limits or excludes any rights that buyers may have under applicable consumer protection laws.

Questions regarding this Return & Refund Policy may be directed to:

LAYR Additive Inc.

Email: team@officiallayr.com