Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@vialbuddy.co.za.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Returns shipping will be at the cost of the customer unless due to damage not by that of the customer

You can always contact us for any return question at info@vialbuddy.co.za.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@vialbuddy.co.za.

Manufacturing Expectations & Visual Variations

All of our products are individually manufactured using industrial-grade 3D printing technology (Additive Manufacturing). Unlike mass-produced, injection-molded plastic items, 3D-printed products inherently feature unique cosmetic characteristics.

By purchasing, you acknowledge and agree that:

  • Layer Lines & Texture: Fine horizontal layer lines and minor surface variations are a natural characteristic of the 3D printing process and are not considered manufacturing defects.

  • Seams and Minor Blemishes: Small physical artifacts, such as a visible "print seam" or minor cosmetic blemishes, may be present on the surface of the item. These do not affect the structural integrity or functionality of the product.

  • Color Variations: While we use high-quality filaments, exact color shades may vary slightly between manufacturing batches or due to differences in digital screen displays.

Material Limits, Heat Resistance, and Proper Use

Our products are engineered for functional, everyday organizational use. However, 3D-printed thermoplastics have specific environmental limitations.

  • Heat Exposure: Do not expose products to high-temperature environments. Keep items away from direct, prolonged sunlight, hot vehicles, radiators, or open flames. Extreme heat may cause the plastic to soften, warp, or lose its structural shape.

  • Mechanical Limits: While our products are robust and over-engineered for their intended use, excessive physical force, dropping, or improper mechanical stress can cause the plastic to crack or split along layer bounds. Treat your gear with care.

Food, Medical, and Chemical Safety Disclaimer

Unless explicitly stated otherwise in the specific product description, our 3D-printed items are not certified food-safe or medical-grade.

  • Due to the microscopic gaps inherent in 3D-printed layer lines, these products can trap bacteria if exposed to organic matter or liquids.

  • Do not use these products to store unsealed food items, raw medication, or volatile chemicals unless they are housed in their original, sealed primary packaging (e.g., standard manufacturer vials, blisters, or bottles).

  • Cleaning: Do not wash these products in a dishwasher. To clean, gently wipe down with a damp cloth and mild soap. Do not use harsh solvents or boiling water.