This Returns & Refunds Policy applies to all purchases made through the printle website.
By placing an order with printle, you agree to the terms set out in this policy.
This policy should be read alongside our Terms & Conditions and Privacy Policy.
1. Personalised Products – No Cancellation Rights
All products sold by printle are custom-made using files, images, or designs uploaded by the customer.
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the standard 14-day cancellation period does not apply to:
goods that are made to the consumer’s specifications or are clearly personalised.
Because each printle order is produced specifically for the customer, orders fall within the personalised goods exemption.
Once production has begun, orders cannot be cancelled, returned, or refunded simply because the customer has changed their mind.
By placing an order with printle, you acknowledge and accept that:
your order is custom-made using your uploaded files
the order cannot be cancelled once production has started
the order does not qualify for the standard cooling-off cancellation period
2. Responsibility for Uploaded Files
Customers are fully responsible for all content uploaded to the printle website.
By uploading files, you confirm that:
you own the rights to the content or have permission to use it
the content does not infringe copyright, trademark, or intellectual property rights
the content does not contain illegal, defamatory, offensive, or prohibited material
the uploaded files comply with our Terms & Conditions
Printle does not review, verify, or moderate uploaded files before printing.
By uploading files to our platform, you acknowledge that:
we do not check the legality, quality, resolution, or accuracy of files
you accept full responsibility for the uploaded content
you are responsible for any consequences arising from the use of that content
If at any time we believe that uploaded content violates our Terms, applicable laws, or intellectual property rights, we reserve the right to:
refuse to process the order
cancel production
refuse printing or delivery
Where appropriate, refunds may be issued at our discretion.
Customers agree to indemnify printle against any claims, damages, losses, or legal costs arising from uploaded content.
3. Customer Responsibility for Order Accuracy
Customers must carefully check that all information provided is correct before placing an order.
This includes:
uploaded files and designs
spelling and text content
image quality and resolution
product selection
delivery address
contact details
printle does not proofread or edit customer-submitted files.
We are not responsible for errors contained within uploaded files, including but not limited to:
spelling or grammar mistakes
incorrect images
low resolution or pixelated files
incorrect layouts or formatting
Orders will be printed exactly as submitted by the customer.
Refunds or replacements will not be issued for customer-submitted design errors.
4. Faulty or Damaged Products
Customers have rights under the Consumer Rights Act 2015, which states that goods must be:
of satisfactory quality
fit for purpose
as described
If a printle product arrives damaged, defective, or incorrectly produced, customers must contact us within 48 hours of delivery.
To report an issue, customers may be asked to provide:
order number
photographs of the product
photographs of the packaging
a description of the issue
If the issue is verified, Printle may offer one of the following remedies:
a replacement product, or
a partial or full refund, where appropriate.
Printle reserves the right to determine the appropriate resolution after reviewing the evidence.
5. Delivery and Shipping
printle uses Royal Mail and other trusted third-party delivery providers for shipping.
Delivery times provided are estimates only and are not guaranteed.
printle is not responsible for delays caused by:
postal service disruptions
weather conditions
courier delays
incorrect delivery information provided by the customer
Customers are responsible for ensuring that the delivery address and contact information are correct when placing an order.
For delivery purposes, we may share the following information with our shipping providers:
customer name
delivery address
email address
mobile phone number
Shipping providers may contact customers directly regarding delivery updates.
6. Lost Deliveries
If a parcel is believed to be lost in transit, printle will investigate with Royal Mail or the relevant courier.
Customers may be asked to wait for the courier’s investigation to complete before a replacement or refund is issued.
7. Returns Eligibility
Because all printle products are personalised, returns are not accepted except in the following circumstances:
the product is faulty
the product was damaged in transit
the wrong product was supplied
If a return is required, printle will provide instructions for returning the item.
Items returned without prior authorisation may not be accepted.
8. Refund Processing
If a refund is approved, it will be issued using the original payment method used at checkout.
printle uses Stripe as its secure payment processor.
Refund processing times may vary depending on the customer’s bank or payment provider.
9. Contacting printle
If you experience an issue with your order, please contact printle as soon as possible.
Please include:
your order number
a description of the issue
relevant photographs where applicable
Prompt reporting helps us resolve issues quickly.