Ponoko's returns policy
Ponoko's policy for designers and sellers
Ponoko offers a 30-day money back guarantee to designers and sellers (only) on all products or product parts manufactured and shipped direct from us to designers, sellers and buyers, if:
- they are damaged in transit;
- you receive the wrong products/parts; or
- you receive product parts made in a material or size other than that specified in your order.
We will not refund or replace goods because there is a problem with the product plan, your choice of materials or they don't turn out as you expect. You should expect to have several attempts before you perfect your design. Prototyping and refining product plans is an integral part of the Ponoko process, especially if you are creating interlocking parts.
For sellers a clear returns policy reassures buyers. For buyers, knowing where they stand in terms of returning items is a definite plus. If you have a clear returns policy, chances are that you are going to be more successful on Ponoko. You can set your own terms or you can apply the same terms that Ponoko offers to you, to your buyers.
When you sign up to sell you can view a sample returns policy in the Showroom set-up area.
Designers and sellers can fill out our returns form to request a replacement or full refund. Buyers need to contact the seller, not Ponoko, to request a replacement or refund.
Ponoko's policy for buyers
We encourage sellers and buyers to try to work out any conflict that may arise when dealing with products sold by sellers to buyers.
Because we provide a system that gives control to designers and sellers, we cannot accept responsibility for the quality of the products or product plans (including quality of design, workmanship, etc). The seller approves the quality and format of each product, product part or product plan. We do not monitor or check individual products or product plans prior to being showcased through our website.
As a result buyers need to reply upon the seller's returns policy—so please read this carefully before you buy. If one does not exist, the buyer's purchase risk is higher than if a clear policy does exist.
In this case, if you have a question about your product, please contact the seller direct. Ponoko is unable to resolve problems or complaints for purchases made directly from a seller. This is a matter for buyers and sellers to negotiate.