Return & Refund Policy

Last updated: February 15, 2026

1. Overview

At Primpter, every piece of art is custom-made to order: printed, framed, and shipped just for you. Because each product is uniquely produced based on your specifications, we are unable to accept returns for change of mind. However, we stand behind the quality of our products and want you to be completely satisfied with your purchase.

2. Custom & Personalized Products

All Primpter products are made-to-order and personalized. Under the EU Consumer Rights Directive (2011/83/EU), Article 16(c), the 14-day right of withdrawal does not apply to:

  • Goods made to the consumer's specifications
  • Goods that are clearly personalized

Since every print is produced individually based on your chosen artwork, size, frame, and finish, our products fall under this exemption. We therefore cannot accept returns or offer refunds for orders where the product has been correctly produced and delivered as specified.

3. Damaged or Defective Products

If your order arrives damaged, defective, or significantly different from what was described, we will make it right. You are entitled to:

  • A free replacement: we will reprint and reship your order at no cost
  • A full refund: if a replacement is not possible or preferred

3.1 How to Report an Issue

To request a replacement or refund for a damaged/defective product:

  1. Contact us within 14 days of receiving your order
  2. Email support@primpter.com with your order number
  3. Include clear photos showing the damage or defect
  4. Describe the issue briefly

We aim to respond to all claims within 2 business days.

3.2 What Qualifies as Damaged or Defective

  • Physical damage during shipping (dents, tears, broken frame)
  • Print quality issues (blurry, misaligned, color significantly off)
  • Wrong product delivered (incorrect size, frame, or artwork)
  • Missing items from your order

4. Print Quality Concerns

If the print quality does not meet your expectations but the product is not technically defective, please contact us. We evaluate these cases individually and may offer:

  • A reprint with adjusted settings
  • A partial refund or store credit

Please note that minor variations in color between your screen and the printed product are normal due to differences between digital displays and physical printing processes.

5. Cancellations

Because production begins shortly after your order is placed, cancellations are only possible if we have not yet submitted the order to our print partner. To request a cancellation:

If the order has already entered production, it cannot be cancelled.

6. Refund Process

When a refund is approved:

  • Refunds are processed to the original payment method
  • Processing time: 5–10 business days depending on your bank
  • You will receive an email confirmation once the refund is initiated

7. Shipping Issues

7.1 Lost Packages

If your order has not arrived within the estimated delivery window and tracking shows no updates for more than 7 days, contact us. We will work with our shipping partner to locate your package or send a replacement.

7.2 Incorrect Shipping Address

Please ensure your shipping address is correct at checkout. We cannot be held responsible for orders delivered to an incorrect address provided by the customer. If you notice an error, contact us immediately. We may be able to update the address before the order ships.

8. Your Consumer Rights

This policy does not affect your statutory rights under applicable consumer protection laws. EU consumers retain their rights under:

  • EU Consumer Rights Directive (2011/83/EU)
  • EU Consumer Sales Directive (1999/44/EC)
  • Applicable national consumer protection laws of your country of residence

If you are unsatisfied with how we handle your complaint, EU consumers may use the European Commission's Online Dispute Resolution platform: EU Online Dispute Resolution

9. Contact Us

For any questions about returns, refunds, or your order, please contact us:

Email: support@primpter.com
Response time: Within 2 business days