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Returns policy

We make vinyl lettering especially for you, to your design. Below you can read what that means for returns, and what we do if something is wrong with your order.

No right of withdrawal for made-to-measure products

When you buy online, you normally have a 14-day cooling-off period (the right of withdrawal). That does not apply to all products. Under Article 16(c) of the EU Consumer Rights Directive (2011/83/EU), there is no right of withdrawal for goods made to the consumer's specifications or clearly personalised.

Our vinyl lettering is made on the basis of your own text, font, colour and dimensions. That is why you cannot cancel or return an order within 14 days without giving a reason. You also see this before you order: on the product page and at checkout. The national laws of the Netherlands, Belgium and Germany contain the same exception for products made to the consumer's wishes.

Your rights in case of a mistake or defect

The absence of a right of withdrawal does not mean you have no rights. You are always entitled to a product that matches what you ordered. If something is not right, for example:

  • the letters arrived damaged;
  • the text, colour or dimensions differ from your order or your design file;
  • there is a production fault, such as missing or poorly cut letters;

then we will put it right. Depending on the situation, we remake the letters, fix the problem or refund (part of) the amount.

How do you report a problem?

  1. Report it as soon as possible, at the latest within two months after discovering the defect, via the contact page.
  2. State your order number and describe what is wrong.
  3. Include photos: of the letters, of the packaging and, if possible, of the design you ordered.
  4. Keep the letters and the packaging until we have settled the matter. We will let you know whether we want the letters back.

What is not covered?

  • Mistakes in your own design, such as a typo, a wrong size or a wrong colour. So check your design carefully before you order: what you see in the designer is what we have made.
  • Colour differences between screen and vinyl. Screens show colours differently from real vinyl.
  • Damage or a poor result due to application on an unsuitable or dirty surface, or by deviating from the application guide.
  • Normal wear and tear and damage from use or maintenance.

In doubt? Feel free to contact us and we will look for a solution together.

Cancelling before production starts

Your order goes into production quickly after payment. If you still want to change or cancel something, contact us straight away. Whether that is still possible depends on whether production has already started. We cannot promise this in advance.

Your statutory rights still apply

This policy does not limit your statutory rights as a consumer.