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Custom print is made only for you — which changes how returns work. Here is exactly what you can expect from us.
Because your products are personalised and produced to your specification, the statutory 14-day right of withdrawal does not apply to them (Art. 16(c) of Directive 2011/83/EU). Custom prints cannot be returned because of a change of mind — every job is made only for you and has no resale value.
If your order arrives damaged in transit, misprinted, badly cut, or otherwise materially different from what you ordered due to our error, we will reprint it at our cost or refund you.
Write to contact@printhq.eu within 14 days of delivery with your order number and photos of the issue (including the packaging for transit damage). We usually respond within one business day.
Errors contained in the files you supplied — spelling, layout, low-resolution images, missing bleed — and colour deviations that are typical of the printing process (screen colours are RGB, print is CMYK) are not defects. Our free file check flags many of these issues before production, but the final responsibility for the file content is yours.
For any non-personalised items, you may withdraw within 14 days of delivery without giving a reason. Notify us at contact@printhq.eu; the items must be returned unused, and we refund the purchase price including standard delivery within 14 days of receiving the return.
Refunds are made using the payment method of the original order: card refunds go back to your card, bank-transfer payments to your bank account, and cash-on-delivery payments to a bank account you name to us.