Returns and Refunds are handled through us by our Print on Demand Partner, Gelato.
If you’re not satisfied with the quality of the products your customers received, get in touch with us via our Contact Form within 5 days after receipt and we’ll do everything we can to investigate and find a solution.
How Gelato Process Returns and Refunds
If your claim is validated by our quality assurance team, we will send a reprint to your customers as quickly as possible or offer a full refund for the defective order.
We use the same print machines, paper types and work processes at our print partners to minimize colour variations. Having said that, printing is a chemical process and 100% consistency cannot be achieved. Multiple factors influence the colour, consistency and final result: machine type, machine settings, paper types, humidity in the room, when the machine was last cleaned, just to mention a few examples. Colour variations that may occur due to the above-mentioned reasons lie within acceptable tolerance levels and are not covered under our quality guarantee.
Defective or damaged products
If you or your end customer receive defective or damaged orders, such as damage to the delivered products, errors in the number or quantity of the delivered products or lack of quality of the delivered product not caused by lack of quality of the content you or your customer provided Gelato will cover the costs of the new order.
If you or your end customer provide an address that is considered insufficient by the courier, the shipment will be returned to our print partner and destroyed. Should you want to submit a new order with an updated address, your end customer will be liable for the costs of the new order.
Shipments that go unclaimed are returned to our print partner and destroyed.
Returned by Customer
We currently do not support returns due to the fact that the products are personalized and made specifically for each order.