Our policies

Terms of service

ava3dlab.com is run by AVA 3D Lab, AVALAY, Ground Floor, 1/4 Rajendra Banerjee Road, Behala, Kolkata – 700034, West Bengal, India. By placing an order you agree to these terms.

Made to order

Every piece is 3D printed and finished by hand after you order. Small variations in layer lines, colour shade and finish are part of the process and are not defects. Photos on the site may be renders or samples; we show you the final details in your quote.

Prices and quotes

Prices are in Indian Rupees and include shipping within India. Where a product shows “Price on request”, we confirm the price, size, material, colour and delivery date in writing before you pay. The amount shown at payment is the amount charged.

Payments

Payments are processed securely by Razorpay (UPI, cards, net banking and wallets). We never see or store your card, UPI PIN or bank login details.

Custom work and your files

• You confirm that you own, or have permission to use, any file, photo, logo or likeness you send us.
• We do not reproduce copyrighted characters, brand logos or trademarks without the owner’s permission, and may decline any request.
• Custom figurines made from your photos (Figura) need a modelling advance of ₹1,000, 50% of the balance after you approve the 3D model, and the rest before delivery. The advance is adjusted against the final price.
• Designs, 3D models and files we create remain ours unless agreed otherwise in writing.

Use of products

Decorative items are not food-safe and not toys for children under 3 unless stated. Candle and diya holders are for LED tealights only. Do not place printed parts near open flames or heat sources.

Law

These terms are governed by the laws of India. Courts in Kolkata, West Bengal have jurisdiction.

Privacy policy

We collect only what we need to make and deliver your order.

What we collect

• Your name, mobile number, email and delivery address. Sign-in codes are sent to your email.
• Files and photos you send for custom work, and your order details.
• Payment status from Razorpay (not your card or bank details).

What we don’t do

• No advertising cookies, no tracking pixels, no analytics that follow you around the web.
• When you log in, we set one essential cookie that keeps you signed in for up to 30 days. It holds no personal details and is removed when you log out.
• We never sell or rent your details.

Who we share it with

Only the services needed to complete your order: Razorpay for payments, our courier partner (such as Delhivery) for delivery, and our email and WhatsApp messaging providers to send you order updates.

How long we keep it

Order and invoice records are kept as long as the law requires. Photos sent for custom work are deleted within 30 days of delivery unless you ask us to keep them for a repeat order. You can ask us to see, correct or delete your details at any time by writing to info@ava3dlab.com.

Refunds & cancellation

Cancelling an order

• Before production starts: cancel free of charge and get a full refund.
• After printing has started: the order can no longer be cancelled, because each piece is made for you.
• Custom figurines (Figura): the ₹1,000 modelling advance is refundable only if we have not started your 3D model. Once modelling starts, any refund is reduced by the work already completed.

Refunds: only for damage in transit

Every piece is made to order for you, so we refund only when an item arrives damaged in transit. To claim:

1. Record a continuous unboxing video from the sealed parcel (shipping label visible) until the item is fully unpacked.
2. Take clear photos of the damaged item and the outer box and inner packing.
3. Email the video and photos to info@ava3dlab.com within 48 hours of delivery, with your order number.

Once we confirm the transit damage, we refund you in full or reprint the item, at your choice. Claims without an unboxing video, or sent after 48 hours, cannot be accepted.

What we can’t refund

Change of mind, wrong size or colour chosen at order, small variations that are normal in 3D printing and hand finishing, and any personalised or made-to-order item that arrives undamaged.

How refunds are paid

Approved refunds go back to the original payment method within 5–7 working days. Your bank may take a few more days to show it.

Shipping & delivery

• Shipping is free on every order within India.
• Each order is made to order. Your confirmed dispatch date is shared with your quote or order confirmation; most ready designs leave our studio in 3–7 working days, and custom work takes longer.
• We ship from Kolkata through Delhivery and other trusted couriers, with a tracking link on WhatsApp or email. Delivery usually takes 2–7 working days after dispatch, depending on your location.
• Within Kolkata we may deliver by local courier on request.
• Orders outside India: message us first and we will check options and charges.
• If a parcel is lost or delayed beyond the courier’s promised time, contact us and we will follow it up and resend or refund.

Contact & grievances

Grievance officer

Manojit Gupta, Partner, AVA 3D Lab. Email info@ava3dlab.com, phone +91 94330 94308. We acknowledge complaints within 48 hours and resolve them within 30 days.