Returns, complaints and custom-made products explained clearly

1. When does this return policy apply?

This return policy applies to orders placed with Dr.Sticker, including stickers, labels, printed products, samples and related services.

Because many products are produced specifically for you, it is important to carefully check your choices, quantities, sizes, materials, files and delivery details before ordering.

2. Custom-made and personalised products

Many Dr.Sticker products are made specifically according to your specifications. This includes stickers or labels produced based on your size, material choice, quantity, design, text, logo, print file, cutting shape or other personal or business requirements.

This means these products cannot be returned because you changed your mind, ordered the wrong quantity, supplied an incorrect file or want a different version afterwards.

3. Right of withdrawal for consumers

Consumers often have a 14-day cooling-off period for online purchases. This applies to standard products that are not custom-made, not personalised and not produced specifically according to your specifications.

When the right of withdrawal applies, the cooling-off period starts on the day after you, or a third party appointed by you, has received the product.

If you want to use the right of withdrawal for a product where this applies, contact us within 14 days of receipt via info@drsticker.nl.

• The product must be complete.
• The product must, where reasonably possible, be returned in its original condition.
• Use beyond what is needed to assess the product may lead to a reduction in value.
• Returns must be registered with us in advance.

4. Business orders

Business customers do not have a statutory consumer right of withdrawal. Business orders, B2B orders, reseller orders and orders for professional use can only be returned after prior written approval from Dr.Sticker.

For complaints about quality, damage or incorrect delivery, we will of course review the issue together and determine an appropriate solution.

5. Cancelling or changing an order

Do you want to change or cancel an order? Contact us immediately. As long as your order has not yet gone into production, we will check what is possible.

If your order has already been prepared, checked, designed, printed, cut, packed or shipped, changes or cancellation may no longer be possible, or costs already incurred may be charged.

6. Complaints, damage or production errors

Was your order delivered damaged, produced incorrectly or does it clearly differ from what you ordered? Contact us as soon as possible. We will ask you to provide enough information so we can properly assess the situation.

1. Email your order number
   Send your order number and a short description of the issue to info@drsticker.nl.
2. Add clear photos
   Take photos of the product, packaging, shipping label and any damage or deviations.
3. Keep the packaging and products
   Do not dispose of the products or packaging before we have reviewed the complaint.
4. We assess the solution
   Depending on the situation, we may offer repair, reproduction, redelivery, a discount or a refund.

7. Registering a return

Never return products without registering the return first. Unannounced returns cannot always be processed correctly.

You can register a return or complaint via info@drsticker.nl. Please include:

• your name and company name, if applicable;
• your order number or invoice number;
• which product it concerns;
• the reason for return or complaint;
• photos or supporting evidence, if relevant;
• your preferred solution.

8. Return costs and refunds

When a return falls under the statutory right of withdrawal, the cost of return shipping is generally at the customer's expense, unless otherwise agreed or unless the issue was caused by Dr.Sticker.

If a complaint is justified and the error lies with Dr.Sticker, we will look for an appropriate solution. For example, we may reproduce the products, redeliver them or issue a full or partial credit.

Refunds are made using the same payment method used for the order, unless otherwise agreed. We may wait with the refund until we have received the products or until you have shown that you have returned them.

9. What can we not treat as an error?

Some situations are inconvenient, but are not always a production error or a reason for a free return. Examples include:

• colour differences caused by screen settings or material differences;
• deviations caused by an incorrect or incomplete supplied file;
• spelling mistakes, incorrect text or wrong numbers in supplied files;
• an incorrect material, size or quantity choice by the customer;
• normal production or cutting tolerances;
• application to an unsuitable, dirty, rough or poorly prepared surface;
• damage caused by incorrect application, storage or use of the product;
• carrier delays after the parcel has been handed over on time.

If you are unsure about material, application, colour or your file, contact us in advance or choose extra file checking, a digital proof or samples.