Refund policy
The Goop Machine
Last updated: 25 October 2026
At The Goop Machine, we take pride in designing and creating unique 3D-printed products right here in Ireland.
We want you to love your purchase! Every item is carefully produced and checked before dispatch. However, if something isn’t quite right, we’re here to help.
Please read our returns and refunds policy below.
1. Standard Returns — 14 Days
For eligible, non-personalised products purchased online, you have the right to cancel your order within 14 days of receiving your items, without providing a reason.
To exercise this right, you must notify us within 14 days of receiving your order.
You then have a further 14 days to return the products.
To arrange a return, please contact us through the contact page at www.thegoopmachine.com with your order number and details of your return.
Returned products should be carefully packaged to prevent damage during transit.
You may inspect products as you would in a shop. However, you may be responsible for any reduction in value caused by handling beyond what is necessary to examine their nature, characteristics and functioning.
Unless otherwise agreed, customers are responsible for the direct return postage costs for change-of-mind returns.
2. Personalised & Custom-Made Products
Many of our products are created specifically for you.
These include:
- Personalised name clickers and keyrings.
- Personalised Christmas decorations and gift tags.
- Custom signs and QR-code displays made to your specifications.
- Other products individually customised with names, lettering, graphics or unique design requests.
Products made to your specifications or clearly personalised are generally exempt from the standard 14-day change-of-mind cancellation right.
This means we cannot normally accept change-of-mind returns or cancellations for these products.
Please double-check all names, spelling, colours and customisation details before placing your order.
If we make a mistake with your personalisation, or your product arrives faulty or not as described, we will resolve the issue in accordance with your consumer rights.
Please note that an ordinary product being manufactured after an order is placed does not automatically make it exempt from cancellation rights.
3. Faulty, Damaged or Incorrect Items
We carefully inspect our products before dispatch, but occasionally things can go wrong.
If your order arrives damaged, faulty, incorrect or not as described, please contact us as soon as possible.
Where possible, include:
- Your order number.
- A brief description of the problem.
- Photographs showing the issue.
We’ll review the details and work with you to resolve the problem.
Depending on the circumstances and your statutory rights, you may be entitled to a repair, replacement, price reduction or refund.
Under Irish consumer law, customers generally have a short-term right to cancel and receive a refund for faulty goods where they exercise that right within 30 days of receiving them.
Your rights may continue beyond this period.
We will cover reasonable return costs where we are legally responsible for a faulty, incorrect or non-conforming product.
Nothing in this policy affects your statutory consumer rights.
4. Natural Variations in 3D-Printed Products
Our products are manufactured using 3D-printing technology.
As a result, some products may have minor characteristics associated with the manufacturing process, including:
- Visible layer lines.
- Slight variations in surface texture.
- Minor colour differences between material batches.
- Small cosmetic variations between individual prints.
These characteristics are normal where they are consistent with the product description and photographs.
We aim to ensure every product meets appropriate standards of quality and functionality.
These manufacturing characteristics do not affect your statutory rights if a product is faulty, defective or not as described.
5. Changing or Cancelling an Order
If you’ve made a mistake when placing an order, please contact us as soon as possible.
For personalised products, we may be able to accommodate changes before production begins.
However, we cannot guarantee that changes will be possible once production has started.
For products subject to the statutory 14-day cancellation right, your legal cancellation rights continue to apply.
6. Refunds
Once your return has been received, or your entitlement to a refund has otherwise been established, we will process the refund in accordance with applicable consumer law.
Where you exercise your statutory right to cancel an eligible online purchase, we will refund the relevant payments, including the original standard delivery charge where applicable.
We may withhold the refund until we have received the returned goods or you have supplied evidence of having sent them back, where permitted by law.
Refunds will normally be issued using the original payment method unless you agree otherwise.
We will issue refunds within the applicable statutory time limits.
Your bank or payment provider may take additional time to display the refund in your account.
7. Return Shipping
For eligible change-of-mind returns, customers are responsible for the direct cost of returning products unless we have agreed otherwise.
We recommend using a tracked postal service, particularly for higher-value items.
If a product is faulty, incorrect or not as described, we will arrange or reimburse reasonable return costs where required by law.
Please contact us before returning any products so we can provide the appropriate return instructions.
8. Sale & Discounted Products
Products purchased during sales or promotional offers remain subject to the same statutory consumer rights as full-priced products.
Eligible non-personalised sale products may be returned under the applicable 14-day online cancellation rules.
Personalised products remain subject to the relevant exceptions described in Section 2.
9. Orders Placed at Markets & Events
Products purchased in person at markets or events, including our Clicker Bar, are not generally covered by the 14-day cooling-off period that applies to eligible online purchases.
We are not required to accept change-of-mind returns for products purchased in person unless we have separately agreed to do so.
However, all applicable statutory consumer rights continue to apply, including rights relating to faulty goods.
10. Contact Us
If you have any questions about returns, refunds or your order, please get in touch.
The Goop Machine
County Meath, Ireland
Website: www.thegoopmachine.com
Contact: Please use the contact form on our website.
Return address: info@thegoopmachine.com
Please contact us before sending any items back.
We’re a small, family-run business, and we genuinely appreciate every order. If something isn’t right, we’ll do our best to make it right.