Refund policy
Returns, Cancellation and Complaints Policy
Last updated: 10 September 2026
This policy applies to purchases made from RockyPrints AB through rockyprints.com and our localised websites.
Personalised Products
All products in our current range are made to order and personalised according to the customer’s choices, such as names, colours and illustrations.
The statutory right to cancel does not normally apply to goods made to the customer’s specifications or clearly personalised. We therefore do not offer ordinary returns or exchanges for personalised products simply because the customer has changed their mind.
This does not affect your legal rights if a product is damaged, defective, incorrectly produced, missing parts or does not match the confirmed order.
Checking Your Personalisation
The customer is responsible for checking all names, spelling, colours, illustrations and other personalised details before completing the order.
The product is manufactured using the information confirmed during the ordering process. A spelling mistake or other incorrect information approved by the customer is therefore not normally considered a production defect.
If the delivered product does not match the information, design or preview confirmed when the order was placed, please contact us so that we can investigate the issue.
Cancellations and Changes
Personalised orders are automatically sent to production shortly after the purchase is completed. Please contact us immediately if you wish to cancel or change an order.
If production has not yet started, we will try to stop or change the order without additional cost.
If production has already started or the cancellation has caused costs, RockyPrints may be entitled to reasonable compensation for those costs in accordance with applicable law. Changes or cancellations are only possible when they can still be carried out in practice.
Damaged, Defective or Incorrect Products
Please inspect your order when it arrives.
If the product is damaged, has a printing defect, does not match the confirmed order, is delivered in the wrong variant or has missing parts, contact us within a reasonable time after discovering the problem:
Please include:
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Your order number
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A description of the problem
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Clear photographs of the product
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Photographs of the packaging if the product was damaged during delivery
Photographs help us assess and resolve the matter quickly. If photographs cannot reasonably be provided, we will assess the complaint using the information available.
For an accepted complaint, we will normally offer a free replacement product. If a replacement is not possible or cannot be supplied within a reasonable time, we may offer an appropriate price reduction or refund in accordance with applicable law.
Depending on the law applicable to your purchase, you may also have additional rights, including a right to reject defective goods and request a refund. Nothing in this policy limits your mandatory consumer rights.
You will not normally need to return a damaged, defective or incorrectly produced personalised product. Please keep the product until you have received instructions from us.
If we ask you to return the product, we will provide the return instructions and cover the return shipping cost. In some cases, after the complaint has been resolved, we may instead ask you to dispose of the product.
Non-Personalised Products
If RockyPrints offers products that are not personalised, the statutory cancellation rights provided by the consumer law applicable to the purchase will apply.
Where a 14-day cancellation period applies, you must notify us within 14 days from the day you receive the product.
You may inspect the product only to the extent necessary to establish its nature, characteristics and functionality. You may be responsible for any reduction in value caused by handling beyond what is necessary for this purpose.
The original packaging should be retained whenever possible, but the absence of the original packaging does not by itself remove a statutory right to cancel.
Digital Cancellation Function
For purchases covered by a statutory right to cancel, you may submit your cancellation notice through our digital cancellation function:
The function is also available through the footer of our website and on this policy page.
After submitting and confirming your request, you will receive an acknowledgement at the email address provided. This acknowledgement confirms that we have received your request; it does not automatically confirm that the product is covered by a statutory right to cancel.
Using the cancellation function does not create a right to cancel personalised products where such products are excluded from the statutory cancellation right.
You may also contact us at info@rockyprints.com.
Returning Non-Personalised Products
Contact us or use the digital cancellation function before sending a return so that we can provide the correct return address and instructions.
Products must not be returned to our registered business address or directly to a production partner unless we have specifically instructed you to do so.
Sending a return without first obtaining the correct instructions may delay its processing, but it does not limit your statutory rights.
Where a statutory right to cancel applies, the product must be returned without undue delay and no later than 14 days after you notified us of the cancellation.
The customer is responsible for the direct return shipping cost for a non-personalised product returned because they have changed their mind, unless otherwise required by applicable law.
RockyPrints covers the return shipping cost for an accepted complaint concerning a damaged, defective or incorrect product.
Refunds
When a statutory right to cancel applies, we will refund the payments due to you without undue delay and no later than 14 days after receiving your cancellation notice.
The refund will include the cost of standard delivery where required by applicable law. Additional costs resulting from your choice of a more expensive delivery method are not refundable beyond the cost of our standard delivery option.
We may withhold the refund until we have received the returned product or you have provided evidence that it has been sent back, whichever occurs first.
Refunds are made using the same payment method used for the original purchase unless otherwise expressly agreed. Your bank, card issuer or payment provider may require additional time before the amount appears in your account.
Refunds relating to accepted complaints are processed without undue delay and in accordance with applicable law.
Contact Details
RockyPrints AB
Värmlandsgatan 5
641 36 Katrineholm
Sweden
Company registration number: 559547-2985
Email: info@rockyprints.com
Telephone: +46 10 337 01 55