Do you offer refunds?
Refunds are only offered to customers that receive the wrong items or damaged items. If any of
these apply, please contact us at hello@colourfiles.com with photos of wrong/damaged
items and we’ll sort that out for you.
Any claims for misprinted/damaged/defective items must be submitted within 4 weeks after the product has been received. For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. Claims deemed an error on our part are covered at our expense.
If you notice an issue on the products or anything else on the order, please submit a problem report.
The return address is set by default, to our print facility. When they receive a returned shipment, an automated email notification will be sent to us and will be forwarded to the customer. Unclaimed returns get donated to charity after 4 weeks. If our printer’s facility isn’t used as the return address, you would become liable for any returned shipments you receive.
Wrong Address – If customers provide an address that is considered insufficient by the courier, the shipment will be returned to our print facility. The customer will be liable for re-shipment costs once we have confirmed an updated address with them (if and as applicable).
Unclaimed – Shipments that go unclaimed are returned to our print facility and customers will be liable for the cost of a reshipment. (if and as applicable).
We do not accept returns of sealed goods, such as but not limited to face masks, which are not suitable for return due to health or hygiene reasons. The customer hereby agrees that any returned orders with face masks won’t be available for reshipping and will be disposed of.
Remorse – Please contact hello@colourfiles.com before returning any products. We do not refund orders for buyer’s remorse. Returns for products, face masks, as well as size exchanges are to be offered at the customer’s expense
Notification for EU consumers: According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:
1. the supply of goods that are made to the consumer’s specifications or are clearly personalized;
2. sealed goods which were unsealed after delivery and thus aren’t suitable for return due to health protection or hygiene reasons, we therefore reserve the right to refuse returns at our sole discretion.
This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.
