Refund policy

Operating out of Menlopark, Pretoria, we want to ensure your custom 3D-printed lamps and accessories reach you safely and efficiently. All products sold by FEM Ateljee are custom 3D-printed and made to order directly from our Menlopark studio. Each item is individually printed, finished, and assembled once an order has been confirmed.

Custom-Made Products

Because all items are custom manufactured, the following applies:

  • Once an order has been confirmed and production has started, orders cannot be cancelled, returned, or refunded due to a change of mind.

  • Each item is manufactured specifically for the customer, therefore returns or exchanges are not accepted for preference changes, design choices, or a change of mind.

Custom Product Clause

All products sold by FEM Ateljee are custom-manufactured and produced on demand using 3D printing technology.

In terms of the Consumer Protection Act (CPA) of South Africa, the right to return goods due to a change of mind does not apply to goods that have been specifically manufactured or customised to a customer’s specifications.

By placing an order with FEM Ateljee, the customer acknowledges and agrees that:

  • The product is custom-made specifically for their order.

  • Once production has started, the order cannot be cancelled or refunded due to a change of mind.

  • Minor variations in texture, layer lines, finish, or colour tone may occur due to the nature of the 3D printing process and do not constitute a defect.

These characteristics are part of the manufacturing process of 3D-printed products.

Damaged Items During Delivery

If an item arrives damaged during transport, the customer must notify FEM Ateljee within 24–48 hours of receiving the parcel.

To assess the matter, customers must provide:

  • Clear photographs of the damaged product

  • Photographs of the packaging

  • Order details

Once received, FEM Ateljee will assess the damage and determine the appropriate resolution, which may include repair or replacement where applicable.

Consumer Protection Act

Nothing in this policy excludes the customer’s rights under the South African Consumer Protection Act. If a product is found to have a manufacturing defect, it will be handled in accordance with the provisions of the CPA.

Customer Damage or Misuse

Damage caused by the following will not be covered under this policy:

  • Improper installation

  • Misuse or negligence

  • Accidental damage after delivery

  • Intentional or malicious damage

In such cases, FEM Ateljee will not be responsible for repair, replacement, or refund.

Installation Disclaimer

All lighting products should be installed by a qualified electrician or competent installer.

FEM Ateljee will not be held liable for:

  • Incorrect installation

  • Electrical faults caused by improper wiring

  • Damage caused during installation

  • Any damages resulting from improper use of the product

Customers are responsible for ensuring the product is installed safely and correctly.

Inspection Upon Delivery

Customers are encouraged to open and inspect their package immediately upon delivery. Any visible damage or issues must be reported within the stated timeframe so that the matter can be swiftly investigated with the courier service if necessary.