What rights do my customers have to cancel orders?
Prodigi is domiciled in the UK.
All European online retail platforms must adhere to the Consumer Contracts Regulations which came into force in the UK on 13 June 2014 (replacing the Distance Selling Regulations).
These regulations outline the various rights consumers have when it comes to cancelling orders which aren’t required. However, there are a number of exemptions to these rules and the types of product we create (and you, therefore, sell) fall under those items that you are unable to return once received, unless there is a defect with the product.
The circumstances where the Consumer Contracts Regulations won’t give you a right to cancel include perishable items, CDs, DVDs, pharmaceutical products and software if you’ve broken the seal on the wrapping. Exemptions are also made for tailor-made or pe_rsonalised items_. All print on demand products are tailor made, custom-made and bespoke to the end-consumers individual specifications and no order would exist unless a personalised commission was provided.
This means you can cancel and receive a full refund for orders before they are in production. Once in production we can no longer guarantee a cancellation and you will be charged for the product costs.
We recommend configuring a pause window to your orders to delay them going into production if you need to ensure a cancellation window is always available.
For more information regarding your right to cancel, please refer to Section 7 of our terms and conditions or email support@prodigi.com.
If my customer returns a product, where should it be sent?
Please note that there is no option to set your return address for orders. We do not accept returns of unwanted items. However, in cases where items are damaged or incorrect, we may collect them for further investigation.
What happens if the recipient’s address was wrong?
If the recipient’s address was incorrect, then you, as the merchant, are held responsible. In most cases, the courier will send the package back to the return address, which will be one of our print facilities.
If the package is returned to us, we’ll contact you to clarify the recipient’s correct address, before re-shipping the package at your cost. However, it’s important to note that packages are not always returned. In such cases, you will need to place a new order of the product to send to the recipient.
To avoid these situations, we recommend double-checking the recipient’s address before placing an order to ensure accurate delivery and prevent additional costs or inconvenience for both you and your customer.
How are refunds handled if a customer returns a product?
If a customer returns a print due to an error on our part, we will handle the return and refund at our own expense. However, if a customer returns a print for a refund for any other reason, such as a change of mind or a problem not related to our service, then the refund will be at your own expense as the merchant.