Refund policy

Returns & Refunds Policy

Important: The majority of EU PrintLab products are custom-made to your specifications. Under the Consumer Protection Act (CPA), custom-manufactured goods have different return provisions to standard retail products. Please read this policy carefully before placing your order.

1. Custom-Printed Products

DTF transfers, UV DTF stickers, custom apparel, and all other products printed with your specific artwork or design are made to order. Because these items are produced exclusively for you and cannot be resold, we are unable to accept returns or issue refunds for change of mind, incorrect size selection by the customer, or artwork errors submitted by the customer.

This is in accordance with Section 20(6) of the Consumer Protection Act, which allows suppliers to exclude the right of return for goods that have been manufactured to the consumer's specific instructions.

2. When We Will Replace or Refund

We will offer a replacement or full refund in the following circumstances:

  • The product is defective or has a manufacturing fault
  • The product was printed incorrectly due to an error on our part
  • The wrong product or quantity was delivered
  • The product was damaged in transit (subject to claim process below)

3. How to Submit a Claim

To submit a return or replacement claim, please follow these steps:

  1. Contact us within 7 days of receiving your order
  2. Provide your order number and a clear description of the issue
  3. Attach photographs clearly showing the defect, damage, or error
  4. We will assess your claim and respond within 3 business days
Claims submitted more than 7 days after delivery will not be accepted. Please inspect your order on receipt.

4. Artwork Errors by the Customer

EU PrintLab prints exactly what is submitted by the customer. We are not liable for:

  • Spelling or design errors in customer-supplied artwork
  • Low-resolution files that result in poor print quality (we will advise if files are below minimum resolution before printing)
  • Colour variations between digital proofs and printed output due to the nature of screen-to-print colour conversion
  • Incorrect sizes ordered by the customer

5. Pre-Production Cancellations

If you wish to cancel an order, you must contact us before production has commenced. Once an order has entered production, it cannot be cancelled and no refund will be issued. Orders are typically sent to production within 24 hours of artwork approval and payment confirmation.

6. Refund Processing

Approved refunds will be processed within 7–10 business days and returned via the original payment method. EU PrintLab does not charge a handling fee on approved refunds due to our error.