Refund policy
Return and Right of Withdrawal
Personalised Products
All our products are made to order and personalised according to the customer's choices, such as names, colours and illustrations.
Since the product is made specifically for you, the exception for custom-made goods under applicable consumer legislation applies. This means that the right of withdrawal normally does not apply, and we do not offer returns or exchanges for personalised products.
By completing a purchase, you agree that the product is manufactured according to your selections and cannot be resold.
Non-Personalised Products
For products that are not personalised, the statutory right of withdrawal applies in accordance with EU consumer protection legislation.
The withdrawal period is 14 days from the day you receive the product.
To be eligible for a return, the item must be in the same condition as when you received it, unused, with all labels attached and in its original packaging. You must also provide proof of purchase or an order confirmation.
Withdrawal Function
In accordance with the regulations regarding the right of withdrawal for distance contracts, you as a consumer have the right to cancel your purchase within 14 days from the day you receive your product.
To make it easier for you to exercise your right of withdrawal, we provide a digital withdrawal function. You can find it in the footer of our website and on our return policy page.
Through the withdrawal function, you can submit a request to exercise your right of withdrawal directly on our website without needing to contact us by email. Once you have confirmed your request, we will send a confirmation of receipt to your email address and get back to you once your case has been processed.
Return Process
If you wish to request a return, please contact us at:
Click here to create a return.
Please provide your order number and the reason for the return.
If the return is approved, we will send instructions on how and where to return the product.
Please note that returns must be sent to the return address provided by us after approval. Returns sent without prior approval will not be accepted.
Damaged or Incorrect Products
Always check your order upon delivery.
If the product is damaged, has a printing error, is the wrong variant, or is missing parts, please contact us within 48 hours at:
Include your order number, a description of the issue, and photos of the product and packaging.
If the issue is caused by us, we will replace the product or provide an appropriate solution.
Exceptions to the Right of Withdrawal
The right of withdrawal does not apply to:
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Personalised products
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Perishable goods (for example food, plants or flowers)
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Personal care products
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Dangerous materials or flammable substances
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Gift cards
Exchanges
The fastest way to receive a new product is to return the product you have (if it is eligible for return) and place a new order separately after the return has been approved.
Cancellation and Changes
Because production starts quickly, we cannot guarantee that an order can be changed or cancelled after purchase.
Once production has started, the order is locked and cannot be changed or cancelled.
Refunds
Approved refunds are issued to the original payment method within up to 10 business days after an approved return or claim.
Depending on your bank or card provider, additional time may be required before the amount appears in your account.
Contact
RockyPrints AB
Värmlandsgatan 5
641 36 Katrineholm
Sweden
Organisation number: 559547-2985
info@rockyprints.com
+46 10 337 01 55