Returns and complaints

If something is wrong with the product or you want to cancel your purchase, we'll help quickly. Below you'll find when and how goods can be returned and how to submit a complaint.

Right of withdrawal

A private customer (consumer) has the right to withdraw from goods ordered via the website or by email within 14 days of receiving the goods, without giving a reason.

The right of withdrawal does not apply to products personalised to the customer's wishes with a logo, print, embroidery or otherwise. These are made specifically for your order and cannot be sold to another customer (Law of Obligations Act § 53(4)(3)). That's why we always send a proof for approval before producing printed orders.

Businesses (legal entities and sole proprietors) have no statutory right of withdrawal. In special cases, we agree separately.

How to return goods

1. Notify us of your withdrawal within 14 days by email at allprint@allprint.io. State your name, order number and the goods being returned. We'll send a confirmation by email.
2. Send or bring the goods within 14 days of notifying us of the withdrawal to Allprint OÜ, Alajaama tn 1, 11314 Tallinn.
3. Returned goods must be unused and, if possible, in their original packaging. If the value of the goods has decreased due to use beyond normal inspection, we may reduce the refund accordingly.
4. The customer bears the cost of returning the goods unless agreed otherwise.

We refund the amount paid, including the original standard delivery cost, using the same payment method within 14 days of receiving the withdrawal notice. We may withhold the refund until we have received the goods back.

Defective goods and complaints

We are liable for the goods sold not conforming to the contract for two years from delivery. For consumers, a defect that appears within one year is presumed to have existed at delivery.

If you find that the goods are wrong, damaged or defective, let us know as soon as possible, but no later than two months after discovering the defect. Write to allprint@allprint.io and include:

• your name and contact details;
• order number and date;
• a description of the defect and, if possible, a photo;
• what you would like: repair, replacement or a refund.

We respond to complaints within 15 days. For defective goods, we repair or replace them at our expense. If that is not possible, we refund the money.

Specifics of printed products

• Printing and embroidery are done according to the approved proof. Text, design, colour and placement approved on the proof cannot later be grounds for a complaint.
• Colours on screen and on the printed product may differ slightly depending on the material and print technology. For exact colour matching, we use Pantone shades if they are specified in the order.
• We are responsible for the print matching the approved proof and being of the agreed quality.

Dispute resolution

We resolve disagreements primarily through negotiation. If no agreement is reached, the consumer has the right to turn to the Consumer Disputes Committee (Consumer Protection and Technical Regulatory Authority, ttja.ee) or to a court.