Returns and right of withdrawal

The general rule: 14 days

As a consumer in the EU you normally have 14 days to withdraw from a distance purchase without giving a reason. Below we explain how this works for our products, because both of our products fall under a legal exception to this rule. We also explain what we do, beyond the law, to keep things fair.

Digital downloads

A digital download is digital content that we deliver immediately. The law lets the right of withdrawal lapse for such content once delivery has started, provided you have given prior express consent and acknowledged that you lose your right of withdrawal as a result.

We ask for exactly this consent and acknowledgement at checkout before delivery begins. Once you have confirmed it and the download has started, the right of withdrawal no longer applies. You always see a preview in advance, so you know what you are buying.

Physical prints

A physical print is personalized and made to order especially for you. The law excludes goods that are made to the consumer's specifications or are clearly personalized from the right of withdrawal. For that reason a personalized print cannot be returned simply because you changed your mind.

What we do to keep it fair

Even though the law allows the exceptions above, we want you to be happy with your artwork. Before any print is produced, we offer free refinements so we can get the result right with you.

Did you order from a product page and pay before uploading your photo? Then nothing is made yet. You upload your photo, see your artwork and adjust it until it is right. Until you approve your artwork, you can cancel and receive a full refund. Once you have approved it, we produce the file and the print, and the rules above for digital downloads and personalized prints apply.

If your print arrives damaged or has a production defect, we will replace it or refund it. This does not affect your statutory rights as a consumer regarding faulty products.

How to report a problem

Is something wrong with your print, or is there a mistake on our side? Contact us at info@dixels.com within a reasonable time of receiving your order, ideally with a photo of the issue. We will respond as soon as we can and at the latest within 14 days, and we will sort it out properly.