In force from 4 October 2026
In short
- You can return an unpersonalised product. E-mail us within 14 days of receiving it to say you are withdrawing from the contract. You do not need to give a reason.
- A personalised product cannot be returned under the right of withdrawal. Personalised means a product with your text or logo, or one made to your instructions.
- If a product has a fault, personalised or not, you can claim for two years from delivery. E-mail [email protected] with photos and your order number.
- If a product does not match the proof you approved, we correct it or make it again free of charge. If it matches the proof and you want a change, you can order the change as a new order.
- Business customers: the consumer rules do not apply. The agreed quote applies.
- The withdrawal form is at the bottom of this page.
What you can return
If you are a consumer, you can return unpersonalised products by withdrawing from the contract.
Personalised products cannot be returned this way. These are products made to your instructions or clearly personalised, for example printed or engraved with your text or logo. We make them only after you approve the digital proof, so please check it carefully.
How to withdraw
The 14 days run from the day you receive the product. If you ordered several products in one order and they arrive separately, they run from the day you receive the last one.
A written statement by e-mail to [email protected] is enough. You can use the form at the bottom of this page or any other unambiguous statement. Give your name, your order number and the products you are returning. Your statement is in time if you send it before the period ends.
Returning the product and your refund
Send the product back without undue delay, and at the latest within 14 days of the day you told us you were withdrawing. Send it to Grafline d.o.o., Vojkovo nabrežje 4, 6000 Koper. You pay the cost of returning it.
We refund you within 14 days of receiving your notice, by the same means of payment you used. We may wait with the refund until the product is back with us or you show proof that you sent it, whichever comes first.
We also refund the cost of standard delivery. If you chose a more expensive delivery than our cheapest standard one, we do not refund the difference.
Faulty products
We are liable to consumers for the conformity of our products for two years from delivery. This applies to personalised products too.
If a product does not conform, you can ask for free repair or replacement. We restore conformity within 30 days of your notice. This period can be extended by up to 15 days. If repair or replacement is not possible, or we do not complete it in that time, you can ask for a price reduction or withdraw from the contract.
Report the fault by e-mail to [email protected], with photos and your order number. Do it as soon as you can, and at the latest within two months of noticing the fault. Describe the fault and let us inspect the product. We reply to your report within 24 hours.
Personalisation errors
We judge an error in personalisation, such as the wrong text or a logo in the wrong position, against the proof you approved. If the product does not match the approved proof, we correct it or make it again, free of charge. Report it the same way as a fault.
If the product matches the approved proof and you want a different text or layout, that is not a fault. You can order the change as a new order at list price.
Business customers
Business customers are companies and individuals who buy for their business. The consumer rules on this page do not apply to them. The agreed quote applies.
Questions
E-mail us at [email protected] or call +386 31 743 787. We reply to every message within 24 hours.
Withdrawal form
Complete and send this form only if you wish to withdraw from the contract. Copy the text into an e-mail to [email protected].
- To: Grafline d.o.o., Vojkovo nabrežje 4, 6000 Koper, Slovenia, [email protected]
- I hereby give notice that I withdraw from my contract of sale of the following goods: …
- Ordered on: …
- Received on: …
- Name of consumer: …
- Address of consumer: …
- Date: …
- Signature of consumer (only if this form is sent on paper): …