Last updated: 07.04.2026

1. General

At JumboPrint, most products are made to order and produced according to the customer’s specifications, including selected dimensions, artwork, materials, finishes, or other custom requirements. Because of this, our refund and cancellation rules differ from those used for standard off-the-shelf goods. Under EU consumer rules, the standard 14-day withdrawal right for distance sales generally does not apply to goods made to the consumer’s specifications or clearly personalised.  

2. No Standard Returns for Custom-Made Products

Unless required otherwise by applicable law, we do not accept standard returns, “change of mind” returns, or withdrawals for products that are custom-made, produced to your specifications, or clearly personalised. This includes orders based on your submitted artwork, custom dimensions, special finishes, tailored layouts, or project-specific production choices. EU consumer guidance expressly recognises an exception to the normal withdrawal right for goods made to the consumer’s specifications or clearly personalised.  

3. Cancellation Before Production

If you wish to cancel your order, please contact us as soon as possible. Because our products are made to order, cancellation may be possible only before production starts or before non-recoverable materials and work have been committed to your order. If we accept a cancellation at that stage, we may refund the amount paid minus any costs already incurred, where permitted by law. Once production has started, cancellation is usually no longer possible for custom products. The made-to-order exception in EU law is one reason custom orders are treated differently from standard distance sales.  

4. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or materially different from the approved specifications, please contact us promptly and provide your order details together with clear photographs of the issue, the product, and, where relevant, the packaging. Under EU consumer rules, goods must conform to the contract, and consumers have remedies if goods are faulty or do not match what was agreed. Those remedies can include repair, replacement, price reduction, or refund, depending on the circumstances.  

5. What Qualifies for Review

We may review refund, replacement, or other remedy requests in situations such as:

  • the wrong product was delivered;
  • the product arrived damaged in transit;
  • the product has a manufacturing defect;
  • the product materially differs from the approved order specifications.

Minor differences that may naturally occur in custom print production do not automatically qualify as defects. This may include slight variations in colour appearance, texture, scale, or finish caused by screen settings, lighting, substrate differences, or normal production tolerances. Remedies under EU law are tied to lack of conformity with the contract, not every minor visual variation.  

6. What Does Not Qualify for Refund

A refund will generally not be available where:

  • the customer approved the artwork, dimensions, or specifications and the delivered item matches that approval;
  • the issue is caused by low-resolution, poor-quality, or incorrect customer-supplied files;
  • the customer changes their mind after approval or after production starts;
  • the product shows minor variations consistent with normal print or material characteristics;
  • delivery is unsuccessful because of an incorrect address or failure to collect the shipment.

This policy reflects the fact that custom goods are produced specifically for the order and are not standard resellable stock. The EU withdrawal exception for personalised/spec-made goods supports that difference.  

7. How to Report a Problem

If there is a problem with your order, please contact us at info@jumboprint.store or by phone at +371 28344926 as soon as possible after delivery. Please include:

  • your name and order number;
  • a description of the issue;
  • photographs showing the problem;
  • photographs of the packaging, if the item may have been damaged during delivery.

Providing complete information helps us assess the issue and offer the appropriate remedy more quickly. EU consumer rules require effective remedies where goods are not in conformity.  

8. Remedies We May Offer

Where a claim is valid, JumboPrint may offer one of the following remedies, depending on the circumstances and applicable law:

  • replacement of the product;
  • repair, where appropriate;
  • price reduction;
  • full or partial refund.

Under EU consumer sales rules, repair or replacement are primary remedies, with price reduction or termination/refund available in certain situations, such as where the lack of conformity is significant or cannot be resolved appropriately.  

9. Legal Guarantee

Nothing in this Refund Policy limits any mandatory rights that consumers may have under applicable law. In the EU, consumers generally benefit from a minimum 2-year legal guarantee for goods that are faulty or not as described. The seller is liable for lack of conformity that existed at delivery and becomes apparent within that legal period.  

10. Return Shipping for Valid Claims

If we confirm that a product is damaged, defective, or materially incorrect, we will inform you of the next steps. Depending on the case, we may ask you to keep the product, dispose of it, or return it to us. If a return is required for a valid claim, we will let you know the applicable process. Under EU rules, traders must clearly state return-related information and consumer remedies.  

11. Non-Custom Goods

If JumboPrint offers any non-custom, non-personalised goods in the future, those goods may be subject to the normal statutory withdrawal rules applicable in your country, including the 14-day withdrawal period for distance contracts, unless another legal exception applies. The standard EU withdrawal regime applies save where one of the Article 16 exceptions is relevant.  

12. Contact Details

For refund, replacement, or order issue requests, please contact:

JAMBEX DEKO SP. Z O.O.

Ul. Stanisława Wyspiańskiego 6B/17

96-300 Żyrardów, Poland

NIP: 8381894121

Contact person: Ruslan Bacilo

Phone: +371 28344926

Email: info@jumboprint.store