Refund and Returns

SATINPRINT.EU

Last updated: October 2026

At SATINPRINT.EU, most of our products are custom-made specifically for each customer. We want you to be fully informed about your rights before placing an order.

This Refund and Returns Policy applies to purchases made through satinprint.eu and is intended to comply with applicable European Union consumer protection legislation.

1.  RIGHT OF WITHDRAWAL – 14 DAYS

If you are a consumer purchasing a standard, non-personalised product online, you generally have the right to withdraw from your purchase within 14 days from the date you receive the goods, without giving any reason.

To exercise your right of withdrawal, you must inform us of your decision within the 14-day withdrawal period. Please contact us at: sale@satinprint.eu

Please include your name, order number and the product(s) you wish to return.

2.  IMPORTANT EXCEPTION – CUSTOM AND PERSONALISED PRODUCTS

The 14-day right of withdrawal does not apply to goods made to the customer’s specifications or clearly personalised, in accordance with applicable EU consumer protection legislation.

Most SATINPRINT.EU products are made specifically for each individual customer.

  • ribbons printed with your logo;
  • ribbons printed with custom text or artwork;
  • ribbons produced according to your individual specifications;
  • personalised ribbons;
  • 3D logo stickers produced with your logo or design;
  • custom-sized or custom-designed products;
  • other products manufactured specifically according to your individual requirements.

Once production of a personalised product has started, the order cannot normally be cancelled, returned or refunded simply because you have changed your mind.

Please carefully check all details, including colours, dimensions, quantities, spelling, artwork and logo files before confirming your order.

This exception does not affect your statutory rights if the product is defective, damaged or does not conform to your order.

3.  RETURNS OF NON-PERSONALISED PRODUCTS

If the product is not personalised and is eligible for the 14-day right of withdrawal, it must be returned in a condition consistent with the handling necessary to establish its nature, characteristics and functioning.

You may be responsible for any diminished value resulting from handling beyond what is necessary for this purpose.

Unless otherwise agreed or required by applicable law, the customer is responsible for the direct cost of returning eligible non-personalised goods.

Please contact us before sending a return so that we can provide the appropriate return instructions and return address.

4.  REFUNDS FOR ELIGIBLE RETURNS

If you validly exercise your right of withdrawal for an eligible non-personalised product, we will refund the payments received from you in accordance with applicable EU law.

The refund will include the cost of our standard delivery option. If you selected a more expensive delivery method, such as express delivery, the additional cost above our standard delivery charge is not refundable.

Refunds will be made no later than 14 days after we are informed of your decision to withdraw.

We may withhold the refund until we have received the returned goods or until you provide evidence that you have sent them back, whichever occurs first.

Where possible, the refund will be made using the same payment method used for the original transaction, unless otherwise agreed.

5.  DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS

Your statutory rights remain fully applicable to personalised products.

If the product you receive is defective, damaged, materially different from the product ordered, printed with an error attributable to SATINPRINT.EU, or otherwise does not conform to the agreed order, please contact us at: sale@satinprint.eu

Please provide your order number, a clear description of the problem, photographs showing the product and the issue, and, where relevant, photographs of the packaging.

Please contact us as soon as reasonably possible after discovering the problem so that we can assess it efficiently.

We will review the claim and provide an appropriate remedy in accordance with applicable EU consumer protection law.

Depending on the circumstances, this may include bringing the goods into conformity, replacement, a price reduction or a refund where legally applicable.

The cost of returning defective or non-conforming goods will not be charged to the consumer where the seller is legally responsible for the lack of conformity.

6.  COLOUR DIFFERENCES

Please note that colours displayed on computer monitors, tablets and mobile phones may differ slightly from the actual colour of the physical product.

  • screen settings and calibration;
  • lighting conditions;
  • ribbon material and finish;
  • printing technology;
  • normal variations between production batches.

For this reason, we strongly recommend ordering a ribbon sample before placing a larger personalised order if an exact colour match is important to you.

Minor colour variations that are inherent to the material or production process and do not materially affect the agreed characteristics of the product are not considered defects.

7.  CUSTOM PRINTING AND PRODUCTION TOLERANCES

Custom manufacturing and printing may involve minor technical variations in positioning, dimensions, cutting, colour or finish.

Such minor variations may occur as part of the normal production process.

A product will not be considered defective solely because of a minor production variation that does not materially affect its appearance, quality, functionality or conformity with the agreed specifications.

This does not limit your statutory rights where the product does not conform to the contract.

8.  CUSTOMER-PROVIDED ARTWORK AND INFORMATION

The customer is responsible for checking the accuracy of all information and files submitted for personalised production, including:

  • logos;
  • artwork;
  • text;
  • spelling;
  • dimensions;
  • colours;
  • quantities;
  • other custom specifications.

SATINPRINT is not responsible for errors contained in artwork, text or specifications supplied or expressly approved by the customer, unless the final product differs from the information or artwork that was agreed for production.

9.  SAMPLES

Ribbon samples and other non-personalised sample products purchased through the website may qualify for the 14-day right of withdrawal where applicable.

Samples are intended to help customers evaluate the colour, material, texture and appearance of a product before ordering personalised production.

Please note that minor differences between a sample and a subsequent production batch may occur as a result of normal manufacturing variations.

10.  LEGAL GUARANTEE

Nothing in this Refund and Returns Policy limits or excludes the consumer’s mandatory statutory rights under applicable European Union or national consumer protection law.

Consumers in the European Union benefit from the applicable legal guarantee for goods that are defective or do not conform to the contract.

These statutory rights apply independently of the 14-day right of withdrawal and also apply, where legally applicable, to personalised goods.

11.  BUSINESS CUSTOMERS

The statutory consumer rights described in this Policy apply to customers who qualify as consumers under applicable law.

Different rules may apply to purchases made by companies, professionals or other customers acting for purposes related to their trade, business, craft or profession.

Nothing in this Policy affects any rights that cannot legally be excluded or limited.

12.  HOW TO CONTACT US

For returns, complaints, defective products or questions regarding this Policy, please contact:

SATINPRINT.EU / CRYSTA EL LTD

Sofia, Bulgaria

Email: sale@satinprint.eu Website: www.satinprint.eu

Please include your order number in all correspondence regarding an order.