Legal information
CustomMarkers supplies made-to-order printed products to business customers. There is therefore no standard return or withdrawal process. Each report is assessed against the quotation, final approved proof and delivered order.
The CustomMarkers customer journey is intended exclusively for business orders. Products are printed specifically using the submitted design and cannot be resold as ordinary stock.
Correctly produced personalised products do not have a standard return option. A return, replacement or refund is only possible after assessment and written confirmation by CustomMarkers.
A customer may request a change or cancellation before production starts. A change may require a new quotation, price, schedule and proof. Demonstrable artwork, purchasing or preparation costs already incurred may be charged.
Once production has started, the personalised order can no longer be changed or cancelled and the agreed price remains payable.
The 2D and 3D views in the configurator are indicative previews. Production starts only after payment and approval of the final digital proof.
Before approval, the customer checks the product, quantity, colours, position, dimensions, printed sides, spelling and logo. Complaints are assessed against the exact approved final proof and demonstrably agreed tolerances.
Report visible production, printing or shipping damage within seven days after delivery via info@custommarkers.eu. Include the order reference, a clear description and photographs of the affected products, packaging and shipping label where relevant.
Report a defect that could not reasonably have been visible immediately as soon as possible after discovery. A report will not be rejected solely because of the seven-day period where the law or agreement requires otherwise.
Keep the entire affected batch and original packaging until CustomMarkers has completed its investigation or provides different written instructions. Use, alteration, distribution or destruction may make assessment more difficult.
CustomMarkers compares the report with the accepted quotation, final approved proof, production records and shipping information. CustomMarkers aims to provide an initial substantive response within two business days. This is a target and not necessarily the period in which the complete investigation will be concluded.
When a complaint is demonstrably justified, an appropriate remedy is offered. Depending on the cause and extent, this may consist of correction, reprinting, replacement, a partial refund or a full refund. Replacement is preferred where reasonable, but an appropriate full remedy is not excluded in advance.
When a refund is agreed, CustomMarkers processes it within fourteen days after written acceptance of the claim. Where reasonable, the refund is made using the same payment method or to a verified business bank account belonging to the customer.
An order correctly produced according to the final approved proof and agreed tolerances cannot be returned because the customer has changed their mind. Damage caused by misuse, unsuitable storage, negligence or alteration after delivery is not a justified production complaint.
A minor colour difference between a screen or indicative preview and the physical print does not by itself constitute a defect. Even with PMS colour matching, the material, substrate, ink and production process may cause a limited colour deviation. PMS matching is therefore the closest practical colour approximation and not an absolute guarantee of a completely identical colour unless a separate written tolerance has been agreed.
Do not return made-to-order products without prior written authorisation. After assessment, CustomMarkers provides a return label and the accompanying instructions for that specific case. The return address is not published publicly on the website.
For a demonstrably justified complaint, CustomMarkers pays reasonable return costs in accordance with the instructions provided. Costs arising from an unauthorised or unnecessarily expensive return method do not have to be reimbursed without prior agreement.
For a complaint, return request or question, contact info@custommarkers.eu and always include the order reference.
CustomMarkers is not affiliated with a quality mark or dispute resolution committee. A dispute is first discussed between the parties and may subsequently be submitted to the competent Dutch court in accordance with the law.