Returns, Refunds & Right of Withdrawal

Last updated: June 12th 2026

This policy explains your cancellation and return rights when you order from XYZ Prints. It forms part of our Terms & Conditions. Your mandatory statutory rights as a consumer are not affected by anything below.

In short

Our prints are made to order for you — your image, your size, your paper. Under EU and Portuguese law, custom-made and personalised goods are exempt from the 14-day “change of mind” return. So a custom order that has been approved, paid and put into production cannot be returned or refunded simply because you change your mind. You are, however, fully protected if something is wrong with your order — faulty, damaged in transit, or not what you ordered.

1. Right of free withdrawal (and why it does not apply to custom prints)

For most distance purchases, consumers in the EU have 14 days to withdraw without giving a reason. That right does not apply to goods made to the consumer’s specifications or clearly personalised — see Decreto-Lei n.º 24/2014, de 14 de fevereiro, Art. 17.º n.º 1, alínea c) (transposing Directive 2011/83/EU).

Because each XYZ Prints order is printed and finished specifically for you, it falls within this exemption. At checkout you acknowledge that production begins on your personalised order and that the 14-day free-withdrawal right therefore does not apply. We ask for this acknowledgement precisely so this is clear before you pay.

2. Standard (non-personalised) items

If we ever offer a ready-made, non-personalised item (for example a stock product not printed to your specification), the normal 14-day right of withdrawal applies to that item: you may return it unused, in its original condition and packaging, within 14 days of delivery, and we refund the price and standard outbound shipping. To use this right, tell us within 14 days at info@xyz-prints.com (you may use the model withdrawal form in the annex). Return shipping for a change-of-mind return is your responsibility.

3. If your order is faulty, damaged or not as described

This is where you are fully protected, including for custom prints. You benefit from the legal guarantee of conformity under Decreto-Lei n.º 84/2021 — currently three (3) years for movable goods.

the print arrived damaged (e.g. crushed tube, water damage, creasing in transit);
there is a manufacturing or material defect (e.g. a printing fault, banding, surface damage we caused);
you received the wrong item, size, paper or finish versus what you ordered;
the Product is otherwise not as described.

In these cases we will, at no cost to you and as appropriate, reprint/replace, repair, or refund the order, in line with your statutory rights.

A print that simply looks softer than hoped because the uploaded file was low-resolution, or whose colour differs from your uncalibrated screen, is not a defect (see Terms, clause 7). If you are unsure about a file or colour before ordering, ask us about a test print.

4. Damage in transit — report promptly

Please inspect your parcel on arrival. If it is visibly damaged, photograph the packaging and the print and contact us within 3 days of delivery so we can claim with the carrier (CTT) and remake your order quickly. Keep the packaging until the issue is resolved.

5. How to make a claim

Email info@xyz-prints.com with:

your order number;
a short description of the problem; and
photographs of the item and, for transit damage, the packaging.

We aim to acknowledge within 2 business days and to agree a remedy promptly. We may ask you to return the item (see below) before we remake or refund.

6. Returning an item

If we ask you to return a faulty or incorrect item, we will provide return instructions and cover the return cost for faulty/incorrect goods. Please pack the print so it is protected in transit (ideally as it arrived). Returns address:

XYZ Prints – Ilha do Príncipe 3A, Armazém E, 1170-182 Lisboa, Portugal

Do not send anything back before contacting us.

7. Refunds

Where a refund is due, we process it to your original payment method within 14 days of agreeing the refund (or of receiving the returned item, where a return is required). The time for the money to appear depends on your bank or payment provider.

8. Your statutory rights

Nothing in this policy limits your mandatory rights as a consumer under Portuguese and EU law, including the legal guarantee of conformity.