What should I do in case of a complaint?

The quality of our products and prints is our top priority. Each item undergoes a thorough inspection before shipping to ensure it leaves our production facility in the best condition. Despite these efforts, complaints from your customers may arise due to increased order volume or unforeseen circumstances during shipping. Customer satisfaction is important to us, and in the event of a complaint, we are happy to assist in finding a satisfactory solution.

What qualifies as grounds for a complaint?

1. Defective product or print design: If a customer receives the wrong product or a product with an incorrect design, we consider it a valid reason for a complaint.

2. Misprint: Clear defects, such as poorly depicted prints or omissions in the print, are rare but can be claimed. It's important to note that there are natural limitations in DTG printing that are not considered defects and therefore cannot be claimed. We have explained these specific limitations in detail in a comprehensive post.

3. Inappropriate garment size: As we offer a wide range of textiles from various manufacturers, sizes may vary. There is no standardized normalization in this area. To ensure that delivered products match the size specifications, we conduct regular checks. If a product shows a deviation of more than 5%, it can be claimed, and we offer a free replacement.

What does NOT qualify as a complaint?

Issues in the print discovered only after washing are not considered grounds for complaint. Our prints are of high quality and wash-resistant. Any defects arising after washing may be attributed to improper care. We recommend that customers carefully follow the care instructions for each product. Failure to follow these instructions and defects due to improper care are generally not considered grounds for complaint. Consequently, such items cannot be replaced or refunded.

Does the 14-day right of withdrawal apply without justification?

Unlike conventional goods, print products in the PoD (Print on Demand) sector are individually and exclusively produced for each buyer. Therefore, the usual 14-day right of withdrawal without stating reasons does not apply. This includes cases where the product is simply not liked by your customer. In such situations, the responsibility lies with you as the seller. A complaint is only possible in the case of proven manufacturing or processing defects.

What is Printegy's procedure in a complaint process?

In the event of a complaint, please contact our support team via email at hello@printegy.de, describing the issue and confirming it with photos.

We will review your case based on the provided photos. In most cases, an on-site inspection is not necessary. If a physical inspection of the goods is required, we will provide a shipping label exceptionally. You can forward this label to your customer, who can send us the goods by post.

After completing our review, we will contact you to discuss the next steps. If the complaint is confirmed, we will promptly replace the product and ship it to your customer!

Please note: We request that you and your customers do not send back claimed goods without prior consultation. Contact our support before returning any items to discuss the complaint and clarify the necessary steps.