Articles on: Returns & Exchanges

Can I return items with logo printing?

No—unless the item is defective or we made a mistake. Once your logo is printed, it's personalized and can't be resold. EU law exempts custom products from return rights.

Why customized items can't be returned

The honest reason: Once we print your company logo on a jacket, we can't sell it to someone else. It's yours—personalized for your team. That makes it non-resalable.

EU law agrees: Consumer Rights Directive Article 16(c) specifically exempts "goods made to the consumer's specifications or clearly personalized" from the 14-day return right.

What we think is fair: You're getting a custom product made just for you. In exchange, you're committing to keep it (unless it's defective). That's the trade-off for personalization.

Exceptions: When you CAN return customized items

1. Defective product

If the item itself is defective:

Material defect (tears, poor stitching)
Product doesn't match description
Functional issues (zippers broken, buttons missing)

You're covered: 2-year legal guarantee (German law BGB §437). We'll coordinate repair, replacement, or refund.

2. Wrong logo/printing error

If WE made a mistake:

Wrong logo printed
Incorrect placement
Color mismatch
Poor print quality (fading, smudging)

We fix it: Free return shipping, reprint, or full refund. Our error = our responsibility.

3. Wrong size (but only if our fault)

Generally NOT returnable if you ordered the wrong size—that's not a defect.

Exception: If we gave you wrong sizing advice or the brand's size chart was inaccurate, contact us. We'll review case-by-case.

|||| Important: "I ordered the wrong size" is NOT grounds for returning customized items. Always order samples to confirm sizing BEFORE adding logos.

How to avoid sizing mistakes with customization

The smart approach:

Step 1: Order samples WITHOUT logos

Order one item in your expected size (or 2-3 sizes to compare). No logos yet.

Step 2: Try on and confirm fit

Take your time. Walk around, test mobility, confirm comfort.

Step 3: Order the full batch WITH logos

Now that you know the right size, order your team's customized workwear confidently.

Quick tip: Sample orders ship faster than customized orders. You'll save time and avoid expensive sizing mistakes.

What about logo placement on PPE (safety gear)?

Extra caution needed. Logo placement on Personal Protective Equipment can affect safety certification.

Rules:

CE markings must remain visible
Logos can't cover safety-critical areas
Reflective strips must stay functional
We coordinate with brands to ensure compliance

If unsafe placement: Brand will flag it during review and suggest alternatives. Better to hear "no" at design stage than receive non-compliant PPE.

[Read more in TOS: Section 6.5 - Logo Customization]

What if I claim a defect but inspection disagrees?

We investigate fairly:

You submit photos showing the alleged defect
Brand inspects upon return
If confirmed defective → Full refund or replacement
If NOT defective → Same 3 options as failed returns (keep + partial refund, donate, or ship back)

Common disputes:

"Logo looks different than I expected" → Not a defect (unless color/file error on our side)
"Material feels cheap" → Subjective quality opinion ≠ defect
"Wrong size" → Not a defect (unless sizing chart was wrong)

We're reasonable: If there's ambiguity, we give you benefit of the doubt. But we can't accept "I changed my mind" returns on customized items.

How long does logo printing take?

Timeline varies by brand: 5-15 business days after you approve the preview.

Why it matters for returns: The longer lead time is another reason customization is non-returnable. Brands invest time and materials into your custom order.

Can I customize AND order non-customized items?

Yes. If you're testing sizing:

Order plain items first → Confirm fit → Return if needed
THEN order customized items in confirmed sizes

Mixed orders work fine. Plain items follow normal return policy. Customized items don't.

Our philosophy on customization returns

We think the rule is fair: Personalized products require commitment. You're getting something unique—brands need assurance you'll keep it.

But we protect you against defects: If we or the brand screw up (wrong logo, defective product, misleading sizing), you're covered. That's only fair.

The key: Order samples first. Confirm fit. Then customize. This simple step prevents 99% of sizing regrets.

Questions?

Thinking about customization but worried about sizing? Contact us BEFORE ordering. We'll help you figure out sizing and avoid expensive mistakes.

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Updated on: 06/11/2025

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