Can you return a personalised product?
In France a personalised object carries no 14-day right of withdrawal. That does not leave you without recourse: cancellation before production, replacement for a defect or a mistake, and the statutory guarantees. Here is what the law says and what we do. T-shirt $23.00, mug $23.00, shipping included.
Upload my photo✦Or describe your visual, AI draws it−10% off your first order**From €35 (about $40) · enter it at checkout · once per customer · not combinable
See the preview before orderingIt opens your gallery. Instant preview, no account.
What the law says
For an online purchase, the French Consumer Code generally gives 14 days to change your mind. It also sets out exceptions, including goods “made to the consumer’s specifications or clearly personalised” (article L221-28, 3°). A t-shirt with your photo on it is one of those.
- No withdrawal: a personalised object cannot be sent back because you no longer like it.
- Statutory guarantee of conformity (2 years): the object must match what was ordered and be free of defects.
- Guarantee against hidden defects: this applies too.
These guarantees do not depend on the seller: they apply whatever happens.
What we do
- Before production. As long as the order has not gone into production, it can be cancelled. Write to us as soon as possible — production usually starts within 24 hours.
- A defect, a printing error, damage in transit. Replaced or refunded at no cost to you. Report it within 30 days of receipt, with a photo of the item.
- An item different from the preview you approved. Same treatment: it is our mistake, we redo it.
- A typo you made yourself. This one we cannot undo, which is why the preview is there. Read the spelling of names before confirming.
How to avoid the problem entirely
Three checks before ordering, and almost nothing goes wrong:
- Look at the preview at full size, not out of the corner of your eye. What you see is what gets printed.
- Re-read every word, especially first names and dates.
- Use the original photo, not a copy that went through a messaging app. A blurry file prints blurry, and that is not a defect. The photo resolution page has the numbers.
And be wary, on any site, of a “satisfied or refunded” promise on made-to-order goods: on personalised products it is a promise the seller is not bound to keep.
Questions we get asked
Can a personalised product be returned in France? No, not for a simple change of mind: personalised goods are excluded from the 14-day right of withdrawal by article L221-28, 3° of the French Consumer Code. The statutory guarantees still apply.
What if the item arrives damaged or badly printed? It is replaced or refunded at no cost. Report it within 30 days of receipt, with a photo of the item.
Can I cancel an order? Yes, as long as it has not gone into production. Production usually starts within 24 hours of the order, so write as soon as possible.
What if I made a typo myself? That cannot be undone, which is why the preview exists. Re-read names and dates before confirming.
Upload my photoNothing is sent before the order: the preview is computed in your browser.
