Refund Policy

Refund & Returns Policy

 

Target3D

Last updated: 01/09/2026

 

This policy applies to purchases made through our website target3dworld.com and to bespoke orders arranged directly with our sales team. It's written to comply with UK consumer law, and it also sets out our terms for business-to-business orders.

 

Nothing in this policy affects your other legal rights.

 

1. Which section applies to you

 

• Buying as an individual/consumer, for personal use, not in the course of a business → Section 2 applies to you in full.

 

• Buying as a business (studio, production company, VFX house, educational institution, etc.), or the goods are for business use → Section 3 applies. UK consumer cancellation rights below do not apply to you; your rights are set out in your order confirmation, quote, or signed contract.

 

• Bespoke/custom orders (e.g. a full mocap stage built or configured to your specification) → see Section 4, regardless of whether you're a consumer or a business.

 

If you're not sure which applies to your order, contact us at sales@target3d.co.uk and we'll confirm.

 

2. Consumer orders

 

2.1 Your right to cancel (14-day cooling-off period)

 

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you buy as a consumer through our website you have the right to cancel your order for any reason, without justification, within:

 

• 14 calendar days from the day you (or someone you nominate) receives the goods, 

or

• if your order is delivered in several parts, 14 days from receipt of the last part.

 

To cancel, tell us clearly — email, phone, or our online contact form — before the deadline.

 

You don't have to use a specific form, but a clear statement is enough. We'll acknowledge your cancellation in writing.

 

After cancelling, you must:

 

• Return the goods to us within 14 days of telling us you want to cancel.

• Take reasonable care of the goods while they're in your possession. Motion capture and tracking hardware is often precision-calibrated — you can inspect and test it as you would in a shop, but excessive handling, use in production, or removal of calibration/factory settings may reduce the refund to reflect the diminished value, and we'll deduct this from your refund.

• Return goods in their original packaging where possible, with all cables, dongles, sensors, mounting hardware and accessories included.

 

Who pays return shipping: unless the item is faulty or misdescribed, you're responsible for the cost of returning it. Given the value and fragility of items like camera systems, trackers, and suits, we strongly recommend using a tracked, insured courier. We can't refund items lost or damaged in transit back to us.

 

2.2 Refunds under the cooling-off right

 

Once we receive the goods (or evidence you've sent them), we'll refund you within 14 days, using the original payment method, including standard delivery charges (if you chose a premium delivery option, we'll only refund the standard rate).

 

2.3 Exceptions to the 14-day right to cancel

 

You cannot cancel under this cooling-off right for:

 

• Goods made or personalised to your specification (see Section 4 — bespoke orders).

• Software, firmware licences, or digital content where you've begun the download or activation, if you agreed to this and acknowledged you'd lose the right to cancel.

• Sealed items that are not suitable for return for hygiene/safety reasons once unsealed (e.g. certain wearable strapping or padded suit components), where you've broken the seal.

• Goods that have become mixed inseparably with other items after delivery.

 

2.4 Faulty, damaged, or not-as-described goods

 

Separately from the cooling-off right, your statutory rights under the Consumer Rights Act 2015 apply to everything we sell:

 

Timeframe 

Your right

First 30 days

Full refund if the item is faulty, damaged, or not as described

Up to 6 months

One repair or replacement attempt; if that fails, a refund or price reduction

After 6 months

You may still have rights, but you'll need to show the fault was present at delivery

 

For faulty goods, we'll cover return shipping costs (we'll send you a prepaid label or reimburse reasonable costs) and refund in full, including original delivery charges.

 

This doesn't cover faults caused by normal wear and tear, misuse, accidental damage, unauthorised repair, firmware modification, or use outside the equipment's specifications.

 

3. Business (B2B) orders

 

If you're purchasing as a business, the statutory cancellation rights in Section 2.1–2.3 don't apply — your order is governed by the commercial terms agreed at the point of sale (order confirmation, quote, or contract).

 

As standard, unless otherwise agreed in writing:

 

• Change of mind: we're happy to discuss returns or exchanges for unopened, unused stock within 14 days of delivery, at our discretion, subject to a [15–20]% restocking fee and you covering return shipping.

• Faulty goods: covered by the Consumer Rights Act do not apply to businesses, but the Sale of Goods Act 1979 (as amended) still requires goods to be of satisfactory quality, fit for purpose, and as described. If equipment arrives faulty or not as described, contact us and we'll repair, replace, or refund as appropriate — full return shipping costs covered by us in this case.

• Manufacturer warranties on cameras, trackers, and other hardware components continue to apply per the manufacturer's terms regardless of our own policy.

 

Bespoke system builds and large installations are covered by Section 4.

 

4. Bespoke and custom orders (e.g. full mocap or VP stages, configured rigs)

 

Where equipment is built, configured, calibrated, or sourced specifically to your specification — including full stage/volume builds, custom camera arrays, or bundles configured to a specific space — normal cancellation rights do not apply once work has started, because these goods can't be resold as standard stock.

 

For these orders:

 

• A deposit is required to confirm the order and begin work; this is non-refundable once configuration/procurement has started, unless we're unable to fulfil the order.

• Cancellation terms, lead times, and any staged payment/refund schedule will be set out in your written quote or contract before you pay the deposit.

• Faulty or defective components within a bespoke build are still covered by your statutory rights (Consumer Rights Act for consumers, Sale of Goods Act for businesses) — a bespoke build isn't exempt from quality standards, only from cooling-off cancellation.

 

5. How to start a return

 

1. Email sales@target3d.co.uk with your order number and reason for return.

2. We'll confirm whether it falls under Section 2, 3, or 4, and send you a returns authorisation and address.

3. Pack the item securely, including all original accessories, cables, and documentation.

4. Send via a tracked, insured service — we recommend insuring for the full item value given the cost of this equipment.

5. Once received and inspected, we'll process your refund or replacement per the timeframes above.

 

Please don't send items back without a returns authorisation. Unauthorised returns may be delayed or refused.

 

6. Refund method

 

Refunds are issued to the original payment method. Processing by your bank or card provider may take a further 3–5 working days after we issue the refund.

 

7. Contact us

 

Target3D Limited, trading as Target3D World

sales@target3d.co.uk · +44 20 3488 2575 · 11C Dock Street, London, E1 8JN, UK

Company number: 10775328  (England & Wales / Scotland)