Last updated: October 2026

1. About these termsThese Terms & Conditions apply when you purchase products from Mouldhaus, whether through the Mouldhaus website or through an invoice issued by Mouldhaus following an international or custom order enquiry. Please read them carefully before placing or confirming an order. By placing an order or paying an invoice, you agree to be bound by these terms.

Mouldhaus is a trading name of Kirsten Graham, a sole trader.

Correspondence address:
Office 21428
182–184 High Street North
East Ham
London
E6 2JA

Email: kirsty@mouldhaus.com

2. Products
Mouldhaus sells physical silicone moulds and digital STL / Design files intended for use as 3D-printable mould masters.
Product photographs, dimensions, colours, materials and suitability information are provided as accurately as possible. Silicone moulds may show minor surface variation, small bubbles or cosmetic marks that do not affect normal use.

Each product page explains what is included, the intended material uses, dimensions and any relevant care information. Please read the full product description before ordering.

Unless a product page expressly states otherwise, Mouldhaus products are not supplied as food-safe, skin-safe, medical-grade, toy-safe or heat-safe. They must not be used for food, drink, body-contact, medical, childcare or high-temperature applications.

3. Orders and payment
An order is an offer to buy. I accept your order when I send an order confirmation or dispatch confirmation, whichever happens first.
I may decline or cancel an order where a product is unavailable, there is an obvious pricing or listing error, payment cannot be authorised, or I reasonably suspect fraud or misuse.

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Customers in the USA and Canada can place orders directly through the Mouldhaus website checkout.

Orders to Australia and New Zealand are currently handled through the International Orders enquiry and invoice service.

For website orders, shipping charges are displayed before payment. For orders handled by enquiry, shipping costs are confirmed in the final quotation before an invoice is issued.

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For orders placed through the website, delivery charges are shown at checkout before payment is completed. For international orders handled by enquiry, applicable shipping charges will be included in the final quote before an invoice is issued.

4. Physical silicone moulds
Physical moulds are made or prepared to order unless the relevant product page states that they are ready to dispatch. The estimated dispatch time is shown on the product page or at checkout. Delivery estimates are not guaranteed dates.

 

For orders placed through the standard website checkout, I currently ship physical products to England, Scotland and Wales using Royal Mail or another suitable carrier. Delivery options and charges are shown at checkout.

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Physical products may also be available for delivery to selected international destinations through the Mouldhaus International Orders service. International orders are handled separately by enquiry and invoice and are subject to the terms set out in the International Orders section below.

I do not currently deliver physical products to Northern Ireland, the European Union, the European Economic Area 

You are responsible for providing a complete and accurate delivery address. Where a parcel is returned because the address supplied was incorrect or delivery was not collected, I may charge the cost of re-sending it.

Please inspect your order promptly. Where an item arrives damaged, incorrect or faulty, email me with your order number and clear photographs as soon as reasonably possible. This does not affect your legal rights.

5. Custom orders, deposits and final payment
A 50% non-refundable deposit is required before a custom order is accepted and before any design work, modelling, material ordering or manufacture begins. The deposit secures production time and contributes towards the work, preparation and materials required for your order.

The remaining 50% balance must be paid in full before the completed order is dispatched, delivered or made available for collection.
I will not begin work until the deposit has cleared. I will not dispatch, deliver or release a completed custom order until the full balance has cleared.

Custom orders are made to your individual specification. Once work has begun, the order cannot be cancelled or returned for a change-of-mind refund. This does not affect your statutory rights where an item is faulty, damaged or not as described.

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6. International Orders 

Physical products may be available for delivery to selected international destinations. The destinations currently available are shown on the International Orders page and may be changed, suspended or withdrawn at any time.

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International orders are handled by enquiry and invoice rather than through the standard website checkout. Submitting an international order enquiry does not create an order or an obligation to purchase.

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Once the products you would like to order have been agreed, I will calculate the applicable international shipping costs and provide you with a final quote. Your order is not confirmed until the invoice has been paid and payment has cleared.

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International shipping costs vary depending on factors including the destination, parcel weight, order value and shipping service available at the time the quote is prepared.

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For orders to the USA, applicable import duties and handling charges may be calculated and included in the final quote where the parcel is sent using a Postal Delivery Duties Paid (PDDP) service.

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For other international destinations, any import duties, taxes, customs charges or local handling or clearance fees imposed by the destination country are the responsibility of the recipient unless expressly stated otherwise in the final quote or invoice.

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Mouldhaus cannot control customs processing times or charges imposed by customs authorities, postal operators or other authorities in the destination country.

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All international orders will be declared accurately for customs purposes using the actual contents and purchase value of the order. Commercial orders cannot be marked as gifts or declared at a lower value.

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You are responsible for providing complete and accurate delivery and contact information required for international shipping and customs processing.

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Guernsey customers and your statutory rights
These terms do not limit any consumer rights that cannot legally be excluded. Online orders delivered to Guernsey are subject to the cancellation rights described in our Returns Policy, where those rights apply. If a product is faulty, damaged, unsafe, or not as described, contact us so we can discuss the remedies available to you.

7. STL mould master files
STL products are digital files supplied for download. They are not physical moulds and do not include a printed master, silicone, casting materials, supports, slicer settings or technical support unless the product page specifically states otherwise.

STL downloads are available to customers worldwide, except customers located in Northern Ireland, the European Union and the European Economic Area. I do not currently supply digital products to those territories and may cancel and refund an order where I reasonably believe it has been placed from an excluded territory.

I may also refuse, cancel and refund an order where supply would breach UK sanctions, applicable law, payment-provider rules or other regulatory requirements.

You are responsible for confirming that the file format, scale and design are suitable for your intended software, printer, resin or filament, silicone and casting process. Printing and mould-making results vary according to your equipment, settings, materials and experience.

Downloads are made available after payment. Keep your order confirmation and download link secure. Where you have a genuine problem accessing a purchase

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8. Digital-download cancellation acknowledgement

Before an STL download is supplied, you must actively confirm:

“I request immediate access to the digital content and acknowledge that I will lose my 14-day right to cancel once the download begins.”

By giving that confirmation and beginning the download, you lose the right to cancel the purchase of that digital content simply because you have changed your mind.

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This does not affect your statutory rights where digital content is faulty, not as described or otherwise does not meet the legal standard.

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9. Returns and cancellations for physical products

If you are a consumer in the UK, you normally have 14 days from the day after delivery to tell me that you wish to cancel an order for a standard physical product.

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To cancel, email kirsty@mouldhaus.com with your order number and a clear statement that you wish to cancel.

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You must return cancelled goods within 14 days of telling me that you are cancelling. Unless the item is faulty or I have made an error, you are responsible for return postage costs. Please use a tracked service and retain proof of posting.

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You may inspect an item as you would in a shop. However, physical moulds must not be used for casting, testing or production if you intend to return them. Use may leave residue, contaminate the mould or reduce its resale value.

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You may be liable for any reduction in value caused by handling or use beyond what is necessary to establish the item’s nature, characteristics and functioning. Where a returned mould has been cast in, tested, contaminated, damaged or is otherwise no longer suitable for resale, I may make a deduction from the refund to reflect the reduction in value, up to the full product price.

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I will refund the product price and the cost of standard outbound delivery within the legal time limit after I receive the returned goods, or after you provide evidence that they have been returned, whichever is earlier.

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Where a returned parcel is received empty, contains the wrong item, or there is reasonable evidence that the product was not returned, the return will not be treated as completed. I may withhold a refund while I investigate and may report suspected fraud to the relevant carrier, payment provider or authorities.

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Refunds will be made only to the original payment method used to place the order.

The 14-day right to cancel does not apply to custom moulds made to your individual specification or clearly personalised for you. Once work has begun on a custom mould, it cannot be cancelled or returned for a change-of-mind refund.

This does not affect your statutory rights where any item, including a custom mould, is faulty, damaged or not as described.

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10. Intellectual property and licence

All Mouldhaus designs, STL files, product photographs, text, graphics and branding remain my intellectual property or the property of the relevant rights holder. Buying a product does not transfer ownership of those rights.

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Physical silicone moulds are supplied for personal use and small-business production. You may make and sell physical cast products created using a purchased Mouldhaus mould.

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You must not copy, mould from, scan, reproduce, reverse-engineer, distribute, rent, sublicense or sell the mould design itself. You must not make or sell copies of the silicone mould.

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Unless a product page states that a commercial licence is included, STL files are supplied for personal use only. You must not share, upload, sell, transfer, distribute, sublicense, make available or claim authorship of an STL file or a modified version of it.

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Where a product page includes a commercial licence, that licence applies only to the stated design and stated scope. It never permits resale, redistribution or sharing of the digital file itself.

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11. Product care and safe use

Use each mould and file only for its stated intended purpose.

Follow the safety instructions and safety data provided by the manufacturer of any silicone, resin, plaster, wax, pigment, solvent, cleaning product, printer material or casting material you use.

You are responsible for carrying out your own material compatibility, curing, heat, food-contact and safety checks for your intended application. Do not use damaged moulds or materials.

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Keep products, tools and chemicals away from children and pets unless they are expressly designed and labelled for that use.

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12. Liability

Nothing in these terms excludes or limits liability that cannot lawfully be excluded or limited, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or your statutory consumer rights.

To the extent permitted by law, I am not responsible for loss caused by using a product contrary to its listing, instructions or intended use; by unsuitable equipment, settings or materials; or by indirect or consequential losses such as lost profit, lost production time or business interruption.

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13. Privacy

I use personal information in accordance with the Mouldhaus Privacy Policy, available on this website. The policy explains what information is collected, why it is used and how you can contact me about it.

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14. Complaints and governing law

If you have a question or complaint, please contact me first at kirsty@mouldhaus.com. I will try to resolve it fairly and promptly.

These terms are governed by the law of England and Wales. If you are a consumer living elsewhere in the United Kingdom, you may also have mandatory rights under the law of the part of the UK where you live.

The courts of England and Wales will have non-exclusive jurisdiction, except where consumer law gives you the right to bring proceedings elsewhere.

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15. Changes to these terms

I may update these terms from time to time. The version that applies to your order is the version displayed on the website when you place that order.

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