Our goal is to produce what you ordered on time and with high quality. If you notice that the received order was damaged during delivery or has manufacturing defects, inform us immediately. In response to notifications, orders are usually remade, or alternatively, the money paid by the client is refunded.
Scope of Application
- For natural persons, the right to withdraw from a distance contract (“cooling-off period”) of 14 days applies, except for cases stipulated by law.
- For B2B purchases, this 14-day right does not apply, as it is intended for the consumer – a natural person acting for purposes outside their trade (directive definition).
Return of Custom Orders
- If the received item has no defects – according to EU regulations, the 14-day return right does not apply to custom-made quality goods.
- If the received item has manufacturing defects – the client must inform us about it within 5 working days. We, as the manufacturer, will remake the defective item or otherwise refund all money paid by the client.
- Important – the manufacturer does not assume responsibility for the printing layouts provided/approved by the client.
Quality Guarantee
We take full responsibility for the quality of our products. If you receive an item with a manufacturing defect, damaged during transport, or not matching the approved layout, please contact us immediately, but no later than within 5 working days.
Procedure:
- Inform us: Send an email to [Your email address], specifying the order number, a description of the problem, and attaching photos clearly showing the item’s defect or damage.
- Assessment: Our team will evaluate the situation and contact you within 1-2 business days.
- Solution: Upon establishing our liability, we commit at our expense to:
- Remanufacture the product and deliver it to you again.
- If remanufacturing is not possible, refund all money paid.
Application of Returns / Remanufacturing
- Manufacturing discrepancies: incorrect format, cutting, material, quantity, or obvious defect.
- Discrepancy with the approved layout/visual (if the production differs from the final layout/visual you approved).
- Transport damage: visible damage noted at the time of delivery with the courier / hidden damage discovered later.
- Improper completion or incorrect product.
What is not considered a defect
- Slight color variations due to different screens (RGB) and printing (CMYK) – this is a normal reality of printing, but we strive to minimize them.
- Color differences compared to previous print runs / print from other suppliers, unless color matching according to a sample service was ordered.
What to do if you want to cancel a paid order
If production has not started, we will try to cancel the order and refund the payment. If production has started, we will assess the possibilities individually.
- FAQ
Can I return an individually printed item if I simply changed my mind?
No – the 14-day right of withdrawal does not apply to individually/personalized manufactured goods. In case of quality issues, we decide on remanufacturing or compensation. - How quickly must I report damage?
Visible damage: immediately upon delivery by noting it on the delivery document with the courier; hidden damage: up to 7 days from receipt. - What do you consider a “color mismatch”?
Small deviations between the screen and print are normal, but significant mismatches are corrected. - I ordered a standard stand, but the size didn’t suit me. Can I return it?
Yes, if it is a standard product from our catalog without any individual printing or design element, you can return it within 14 days of receipt, provided the item has not been used and is in its original packaging. - I received a banner with my company logo, but I changed my mind about the design. Can I return it?
No. Products made to individual order (with your print, logo, chosen dimensions) are non-returnable unless the product has a manufacturing defect. - What should I do if the courier delivered a damaged package?
If you notice package damage, ask the courier to draw up a package damage report or take photos of the damage before opening the shipment. After unpacking and finding a damaged item, contact us immediately, providing photos. This will help resolve the situation faster. - I approved the layout, but upon receiving the item, I noticed a spelling mistake in it. Who is responsible?
The client is responsible for the accuracy of the information in the layout (texts, contacts, dates, etc.). Production is carried out only according to the finally approved layout. If the print matches your approved version, the item is considered quality and is not returnable. We always recommend carefully checking layouts before approving them.