Cancelling an order
What can be cancelled, what cannot, and what happens when something is wrong.
Personalised goods
Almost everything we print is made to order from artwork chosen by the buyer. Under Article 16(c) of the Consumer Rights Directive, goods made to a consumer's specification or clearly personalised are excluded from the fourteen-day right of withdrawal. Once a personalised case has gone to print, it cannot be un-made and cannot be sold to anybody else.
This does not take away any of your other rights, and in particular it has nothing to do with faulty goods. Those are covered below and always will be.
Before it reaches the press
An order can be cancelled at no cost up to the moment it goes to print, which is usually within a few hours of being placed. Ask as soon as you can — if it has not started, we stop it.
If something is wrong with it
If what arrives is faulty, damaged, or not what was ordered, we replace it or refund it. That is a legal guarantee of conformity under the Sale of Goods Directive and it lasts two years from delivery — nothing on this page shortens it.
Tell us within a reasonable time of noticing, with a photograph if the problem is visible. Things we treat as ours to put right:
- Printing faults — misalignment, banding, colour that does not match the file supplied.
- Damage in transit.
- The wrong item, or the wrong phone model.
- A case that does not fit the model it was ordered for.
And the things that are not faults, because the file said so:
- Artwork supplied at too low a resolution to print sharply. The designer warns about this before the order is placed, on the design itself.
- A design positioned as the buyer positioned it, including where it runs off the edge.
- Colour shifting slightly between a backlit screen and printed ink, which no printer avoids.
Non-personalised items
Where an item is not made to order — a plain case with no artwork on it — the ordinary fourteen-day right of withdrawal applies, starting the day it is received. Tell us within that period, send it back unused, and we refund what was paid for it including standard delivery.
Two pages currently disagree, and one of them has to change. The Delivery and returns page offers a fourteen-day return on items generally, with no exception for personalised goods, and gives a return address. This page states the statutory position, under which personalised goods carry no such right.
A company may always offer more than the law requires, and if that is the intention then this page is the one to soften — but the two have to say the same thing before the first consumer order, because a buyer will read whichever suits them and be right to.
Still to be settled either way: who pays return postage, and how long a refund takes to reach the buyer's account.
Who you are buying from
TullunPrint prints and ships on behalf of independent shops. Where you bought from one of those shops, your contract is with them and they handle your cancellation or complaint — we are the printer, not the seller. Where you bought directly from us, everything above applies between you and SIA RKS-Int.