Return, Refund and Cancellation Policy

Last updated: 26 October 2026

At HW BLUE, we aim to provide a reliable shopping experience. This Return, Refund and Cancellation Policy explains the conditions under which purchases made through https://hwblue.com may be cancelled, returned, exchanged, or refunded.

This policy applies to purchases made through our online store, including digital products, CAD files, 3D models, technical resources, and physical products where offered.

1. Digital Products and Downloads

Digital products may include CAD models, 3D models, engineering drawings, architectural resources, downloadable files, and other digital content.

Because digital products can generally be downloaded, copied, or accessed immediately, all digital product sales are generally final once the download has started or access has been provided, except where a refund is required by applicable law or where an exception under this policy applies.

We may consider a refund or replacement if:

  • The purchased file is corrupted, damaged, or cannot be opened using the software and file format expressly specified on the product page.

  • The download link does not work and we are unable to resolve the problem within a reasonable period.

  • The delivered file is materially different from the product description.

  • The same digital product was charged more than once due to a verified duplicate transaction.

  • A refund is otherwise required under applicable consumer protection law.

Refunds are not ordinarily available for digital products because of a change of mind, accidental purchase, incompatibility with software or hardware requirements that were clearly disclosed before purchase, or dissatisfaction arising from expectations not stated in the product description.

Please review the product description, file formats, dimensions, compatibility information, and other specifications before purchasing.

2. Physical Products

If physical products are offered through our store, return eligibility will depend on the product type, its condition, and the consumer protection laws applicable to your purchase.

Unless a different period is required by law or expressly stated on the product page, please contact us within 14 days of delivery to request a return.

To be eligible for a return, the product should generally be:

  • Unused and in its original condition.

  • Returned with its original packaging, accessories, and included documentation, where applicable.

  • Accompanied by proof of purchase.

We may offer a replacement, repair, refund, or another appropriate resolution for products that arrive damaged, defective, incorrect, or materially different from their description, in accordance with applicable law.

Custom-made, personalized, made-to-order, or specially manufactured products may have additional restrictions, subject to applicable consumer rights.

3. Items Not Normally Eligible for Return

Subject to applicable law, the following may not be eligible for a change-of-mind return:

  • Digital files that have been downloaded or accessed.

  • Custom-made or personalized products.

  • Products damaged through misuse, improper handling, unauthorized modification, or failure to follow supplied instructions.

  • Products returned without the required components or accessories.

These exclusions do not limit any rights you may have under applicable law for defective, misdescribed, or otherwise legally returnable products.

4. Damaged, Defective, or Incorrect Orders

Please inspect your order when it arrives.

If a physical product is damaged, defective, incorrect, or missing components, contact us as soon as reasonably possible. For faster assistance, include:

  • Your order number.

  • A description of the problem.

  • Clear photographs or video showing the issue, where relevant.

For digital products, please describe the download or file issue and include the relevant file name, format, and software version where possible.

We will review your request and, where appropriate, provide troubleshooting, a replacement, a corrected file, a repair, or a refund in accordance with applicable law.

5. How to Request a Return or Refund

To request a return, refund, replacement, or cancellation, contact us using the contact details below.

Please include your order number, the product purchased, the reason for your request, and any supporting evidence that may help us assess it.

Do not send physical products back before receiving return instructions from us.

We will review your request and inform you of the next steps. Approval of a request will depend on the circumstances, this policy, and applicable law.

6. Return Shipping Costs

For approved change-of-mind returns, the customer is generally responsible for return shipping costs unless otherwise stated at the time of purchase or required by applicable law.

If a product is confirmed to be defective, damaged in transit, incorrectly supplied, or materially different from its description, we will handle shipping costs and remedies in accordance with applicable law.

We recommend using a trackable shipping service for returned physical products. We cannot guarantee receipt of items sent without tracking.

7. Refund Processing

Once a refund is approved, it will generally be issued to the original payment method unless another method is agreed upon or required by law.

Refund processing times may vary depending on the payment provider, bank, and payment method. Any applicable refund timing requirements under local law will be followed.

Shipping fees, customs duties, taxes, and other charges will be refunded where required by law or where expressly agreed.

8. Order Cancellations

If you wish to cancel an order, contact us as soon as possible.

Physical orders may be cancelled before dispatch where feasible. Once an order has been dispatched, the return process may apply instead.

Digital orders may become non-cancellable once delivery, download, or access has begun, where permitted by applicable law. Nothing in this policy removes any cancellation or withdrawal rights that apply by law, including any requirements concerning express consent and acknowledgment for immediate digital delivery.

9. International Orders and Consumer Rights

HW BLUE may accept orders from customers in different countries. Return, cancellation, refund, and withdrawal rights may differ depending on your location and the type of product purchased.

Nothing in this policy excludes, restricts, or replaces any consumer rights that cannot legally be excluded under the laws applicable to your purchase.

Where mandatory local law provides a longer return period, a right to withdraw from a purchase, or another remedy, that law will prevail over any inconsistent provision of this policy.

Customers are responsible for any import duties or customs charges only to the extent permitted by applicable law and the terms disclosed at checkout.

10. Contact Us

For return, refund, cancellation, or replacement requests, contact:

Store Name: HW BLUE
Website: https://hwblue.com
Email: connect@hwblue.com

Please include your order number in all order-related enquiries.

Thank you for shopping with HW BLUE.