Refund & Returns Policy

Last updated: 10 August 2026

Every Layerfolk display is made to order and personalised with your race, name and finish details. Because each piece is custom-made for one person, we handle returns a little differently from a standard shop — please read this before ordering. It sits alongside our FAQ, which explains how each piece is made.

Your confirmation is your safeguard

Before you check out, you'll see a clear review summary of the details we'll use — your route, name, bib number, finish time, pace and placement — and you confirm them before the order is placed. Please check every detail carefully at that stage: it's the point where changes are free and easy.

For standard Race Displays we don't send a separate digital artwork proof, because the route, colours and layout are already designed and fixed — only your submitted details are personalised. Every order also passes an internal detail check before production, and if something looks unusual we may reach out to confirm it.

Made-to-order items

Because each display is custom-made and personalised, we're unable to accept returns or refunds for a change of mind, for details you confirmed at checkout, or for "no longer wanted" reasons once production has begun.

This does not affect genuine product defects, damage in transit or an error made by Layerfolk, all of which are covered below.

The nature of 3D-printed pieces

Each Layerfolk piece is 3D printed layer by layer and assembled by hand, so every piece carries small, natural characteristics of that process. These are not defects and are not grounds for a return, replacement or refund on their own:

• Fine layer lines
• Subtle surface texture
• Small seam marks
• Slight variations between printed parts
• Minor differences in surface finish

No two pieces are ever completely identical — that individuality is part of owning a made object rather than a flat, printed image, and is described further in our FAQ.

If something is wrong on our end

If your order arrives damaged, defective, or materially different from the details you confirmed, we'll make it right. The following genuine defects are always covered:

• Broken or cracked components
• Significant warping or deformation
• Major print failures
• Incorrect assembly
• Anything that falls short of our stated quality standards

Contact us at hello@layerfolk.com within 7 days of delivery with your order number and clear photos of the issue. Depending on the case, we'll repair, remake or refund the affected item. This does not affect your rights under the Consumer Protection Act 1999.

Damage in transit

We pack every piece carefully, but if it arrives damaged, please keep all packaging and contact us within 7 days of delivery with:

• Your order number
• Photos of the outer parcel
• Photos of the internal packaging
• Clear photos of the damaged area
• A brief description of what happened

This helps us resolve it with you and follow up with the courier within their own time limits.

Errors in personalisation

You're responsible for the accuracy of the details you confirm at checkout. If a piece has already entered production using the details you provided, we may be unable to remake or replace it free of charge — so please check carefully before confirming.

If, however, the finished piece doesn't match the details you correctly submitted, that's on us. Contact us with your order number and photos, and we'll arrange an appropriate solution at no cost to you.

Cancellations

Please contact us as soon as you can if you wish to cancel.

• If production hasn't started, we'll review whether the order can be cancelled and refunded.
• Once production or personalised work has begun, cancellation may no longer be possible.
• For Custom Race orders, development work already carried out may be non-refundable.

Custom Race orders

Custom Race orders involve research, modelling and development created specifically from your submitted route. Where that development has already begun, the associated cost may be non-refundable, even if the order is later cancelled. Your Custom Race quotation is always confirmed before development begins.

How to reach us

Email hello@layerfolk.com with your order number and we'll respond within [2-3] business days. Raising defect or transit-damage issues within 7 days of delivery helps us investigate promptly and, where a courier claim is involved, within the courier's own time limits.

We review every case individually and always aim for a fair outcome.