Return Policy

Return Policy and Claims Handling

All products presented on the website are made to the individual order of the customer. According to Article 5 of the Law of Ukraine "On Consumer Protection," such products, delivered in proper quality and assortment, are non-returnable and non-exchangeable. This rule is the exception - div. section "Exclusion".

Below is our policy on returning and exchanging products made to individual customer orders, in case the products were delivered in improper quality or assortment.

Attention! No claims will be considered if:

More than 14 days have passed since the purchase.
The product shows signs of use or is incomplete.
The storage conditions were violated.
There is damage caused by the shipping company.
There is damage caused by the customer.

Rules for replacing and returning an order that was sent with incomplete items or incorrect assortment:

When receiving the item at the post office, please check that it is your order and that the product is complete.
Claims regarding an incomplete set or incorrect quantity of items will only be accepted if the issue was reported immediately upon receiving the order.
If the claim is recognized as justified, we will send the missing product at our expense within the time frame effective at the time of order acceptance.
In the case of sorting errors, you will need to send back the incorrect item to the address we provide. Shipping will be at our expense.

Policy for replacing personalized products with execution errors or products with external damage (e.g., labels for signing children's clothing, labels/cards/stickers with the customer's logo):

Upon receiving the order at the post office, the customer should perform an external inspection. Defects in the product caused by the shipping service (damaged, dirty, etc.) should be reported to the shipping service upon receipt. We are not responsible for damages caused by the shipping service.
Execution errors for personalized products include: the text ordered to be copied onto the product being copied incorrectly or partially; a different image being applied to the product; the image or text being printed in a different color (for example, green was chosen but black was printed; this does not apply to disagreements with print color shades); using a different material; the product being a different size (with tolerances considered).
Upon receiving the personalized product, you should determine whether the item matches your order. Any use of the product (e.g., cutting the ribbon into individual labels, sewing a fabric label, noticeable rearranging and handling of cards in a stack or attaching them to something, etc.) clearly indicates that you are satisfied with the product and its quality.
If errors are identified in the order execution, you should send us a claim via Telegram or Viber, briefly describing the issue and including photos/videos that clearly show the reason for the claim. The claim, explaining the nature of the defects, should be written in free form, but must include a clear demand for product replacement.
The claim must be submitted no later than 14 days after receiving the product.
The claim will be reviewed within 12 working hours (10:00-18:00, Mon-Fri) from the time of confirmation of receipt. If you have sent the claim via email or messenger and have not received a response within an hour (during working hours), please call to start the review process.
If the claim is deemed justified, we will produce a new product according to the order. The production time will be the same as at the time of order acceptance and will be calculated from the day after we receive the return of the defective product. All shipping costs will be covered by us. Please note that the defective product must be returned in the set (in the same quantity as was sent), without signs of use, and in the condition you received it.

Policy for replacing other products made to the individual order of the customer (e.g., labels/cards/stickers made according to our standard layout for individual orders, standard size tags, sets of standard products):

We do not accept returns or make exchanges for such products if they were delivered in proper quality and assortment.

Policy for reviewing claims related to product quality:

Cases that are not considered quality defects and for which we do not take responsibility:

Small font size, if you ordered data to be placed that cannot be printed with a larger font on the selected product.
Mismatch between the product’s color scheme and the product photo on the website, due to differences in screen color reproduction, paint color, features of color printing, and photography conditions.
Any spelling, punctuation, or syntax errors copied onto the product from the text provided by the customer when placing the order. This includes printing external words if the customer typed them into the designated field for entering text to be copied onto the product.
Defects in the quality of the image on personalized products, if these defects resulted from obvious or hidden defects in the image provided by the customer for the layout. For example, having very thin lines or very small gaps between lines that merged, or using a font not suitable for printing at that size or angle. In particular, we are not responsible for printing fonts smaller than 6 pixels in size.
Deviations in cutting cardboard tags or cards by up to 3 mm from each edge.
When approving the layout image, the customer must check the text. We are not responsible for errors in the text that were in the layout if the customer approved the layout with those errors.
When providing test print photos, the customer must both approve the print quality and check all data on the product. If a test print was done and the customer was provided with a photo of the finished product for approval, then after approval we disclaim any responsibility for the content on the product and any printing features visible in the product photo that the customer agreed to.
We also disclaim any responsibility for the following "defects":
- someone did it differently
- didn’t like it
- received something different from what was intended to be ordered, but what was actually ordered
- expected additional services/options/parameters but forgot (didn’t think of, didn’t pay attention, etc.) to discuss them
- had other expectations
- did not pay attention to material characteristics when ordering
- someone else did or said it was wrong
- on the layout, when stretched on a 51 cm screen diagonal, everything was legible, but on a 1 cm tag – the eyesight was insufficient to see details.

Cases when quality claims will not be accepted:

Product damage caused by the shipping service.
More than 14 days have passed since receiving the order.
Part of the product set shows signs of use or is missing.
Storage conditions were violated. The product has lost its commercial appearance (e.g., streaks, fingerprints, deformation, moisture exposure, sun damage, etc.)

Procedure for submitting quality claims:

Review the list of cases above when deviations are not considered quality defects, and cases when claims will not be accepted.
Make sure you haven’t used any of the received products and that the product is in the same condition as when it was sent. Cutting the ribbon, sewing fabric tags, attaching cardboard tags or cards indicates that no quality claims arose during the product inspection.
Send us a claim via Telegram or Viber, briefly describing the issue, and include photos/videos showing the reason for the claim. The claim, explaining the defects, should be written in free form but must include a clear demand for product replacement.
The claim must be submitted no later than 14 days after receiving the product.
The claim will be reviewed within 12 working hours (10:00-18:00, Mon-Fri) from the time of confirmation of receipt. If you have sent the claim via email or messenger and have not received a response within an hour (during working hours), please call to start the review process.
If the claim is recognized as justified, the defective product will need to be sent back to us, and we will produce a new product according to the order. The production time will be the same as at the time of order acceptance and will be calculated from the next day after receiving the return of the defective product. All shipping costs will be covered by us. Please note that the defective product must be returned in the set (in the same quantity as was sent), without signs of use, and in the condition you received it.

Policy for canceling a paid order before shipment:

If we are unable to fulfill the order, we will immediately refund the full amount.
For orders where urgency was agreed upon, no refund is provided.
If there was an overpayment, we will refund the money within one working day after receiving it and receiving a notice of such an error.
For non-personalized individual orders (standard printed products) up to 300 UAH, payment can be refunded until the delivery slip number is assigned in the shipping service program. For orders above this amount, payment can be refunded only before production starts (usually by the evening of the day payment was made).
For personalized orders, payment can be refunded before work on creating the layout starts. After the layout work begins, but before approval, we return 50% of the payment amount. After the layout is approved and production starts, no refund is provided.
When returning money at the customer's request, bank service fees will be deducted.

Exclusions from the reversal policy:

Products in the category "Related Products" encourage exchange and adoption in the next minds:

No more than 14 days have passed since the goods were received.
We do not accept the exchange or return of goods purchased at a promotional price.
All transfers to the goods go to the buyer. In times when the goods are sent to the purchaser for our price, as part of a promotion, then with the return, the shipping costs are covered (including the fact that only part of the purchase is returned).
When the bank account has been returned, go to the buyer's account.
The product is guilty of being rotated in the product view.