• Refund policy

Refund policy

Returns, cancellations and refunds at Duraluxe Print

Contents

Made-to-order products

Most Duraluxe products are made to order and personalised to your design. Under EU consumer law (Directive 2011/83/EU, Art. 16(c)), personalised or custom-made goods are exempt from the standard 14-day right of withdrawal, so they cannot be returned simply because you changed your mind.

Right of withdrawal (non-personalised items)

For any non-personalised, standard stock items, you have the right to cancel within 14 days of receiving the goods, without giving a reason. To do so, contact us at [email protected]. Returned items must be unused, in their original condition and packaging, with proof of purchase.

Damaged, defective or wrong items

Please inspect your order on arrival. If an item is defective, damaged or incorrect, contact us immediately at [email protected] with photos, so we can evaluate the issue and make it right — by replacement or refund. Your statutory legal guarantee of conformity (up to 2 years) is unaffected by this policy.

How to start a return

Email [email protected] with your order number and reason for return. If accepted, we'll send instructions on how and where to send your package. Items sent back without first requesting a return cannot be accepted.

Refunds

Once we receive and inspect your return, we'll let you know whether the refund is approved. Approved refunds are issued to your original payment method. It may take additional time for your bank or card issuer to post the refund.

This policy reflects common EU practice but should be reviewed by a qualified professional to confirm it fits your business.

PRINT IDEEA SRL
193 Ștefan cel Mare Street, 550316 Sibiu, Romania
Email: [email protected]
Last updated: 13 August 2026