Refund policy
EU Right of Withdrawal (Customers in the European Union)
This section applies only to consumers based in the European Union and reflects your statutory rights under EU Directive 2011/83/EU (Consumer Rights) as amended, including EU Directive 2023/2673. For such customers, this section takes precedence over any conflicting terms below. Your statutory rights regarding faulty, damaged, or misdescribed goods are not affected.
As a general rule, EU consumers have the right to withdraw from a purchase within 14 days without giving any reason. The withdrawal period expires 14 days from the day on which you (or a third party you nominate) acquire physical possession of the goods or, for orders with multiple items delivered separately, the last item. To exercise this right, inform us of your decision by a clear statement at hello@printable.app or via the withdrawal/return option in your account or on our store; you may optionally provide your name and order reference. We will acknowledge your request without undue delay and, where the right applies, reimburse the affected payments within 14 days using your original means of payment.
Products excluded from the EU right of withdrawal
Under the same EU consumer protection rules (Article 16 of Directive 2011/83/EU), the right of withdrawal does not apply to certain categories of products. The following products sold by Printable.app are excluded from the 14-day right of withdrawal:
- Digital content and downloads (printable files): The supply of digital content not delivered on a tangible medium is excluded from the right of withdrawal where performance has begun with the consumer's prior express consent and acknowledgement that the right of withdrawal is thereby lost. By purchasing and downloading a digital file from Printable.app, the consumer expressly consents to immediate performance and acknowledges that the right of withdrawal does not apply to that file.
- Custom-made and personalised goods (print-on-demand): The supply of goods made to the consumer's specifications or clearly personalised, including print-on-demand items produced specifically for the customer, is excluded from the right of withdrawal.
This exclusion is provided for under EU law and applies notwithstanding the general 14-day withdrawal right described above. It does not affect your statutory rights in respect of goods or content that are faulty, damaged, or not as described.
General Return & Refund Policy
At Printable.app, we strive to provide our customers with the highest quality digital downloads and exceptional customer service. Except where the EU Right of Withdrawal section above applies, the following terms govern returns and refunds.
No Returns or Exchanges: All sales are final. Due to the digital nature of our products, we cannot accept returns or exchanges. Once a digital product has been purchased and downloaded, it cannot be returned or exchanged.
Non-Refundable: All digital downloads on Printable.app are non-refundable. By making a purchase, you acknowledge that you understand and agree to this policy.
Download Issues: If you experience any issues with your download, such as a corrupted file or difficulty accessing the file, please contact our customer support team at hello@printable.app. We will be happy to assist you and provide a working file as quickly as possible.
License and Usage: By purchasing a digital download from Printable.app, you agree that the digital downloads are for personal use only and not for resale. Redistribution, resale, or commercial use of any kind is strictly prohibited. Any breach of these usage terms may result in the revocation of your right to use the digital product and could lead to legal action.
Support: If you have any questions or concerns about our return policy or need assistance with your purchase, please contact our customer support team at hello@printable.app.