A Fair Return Policy, Built for Custom Labels

Labels printed with your artwork, brand, text, or other individual specifications are personalized products. We do not accept returns of correctly produced custom goods because you changed your mind, ordered too many, changed your branding, or no longer need them.

Where the EU or UK personalized-goods exception applies, the usual 14-day change-of-mind withdrawal right does not apply. This exception does not remove rights relating to faulty, misdescribed, or undelivered goods. Standard, non-personalized products are addressed in Section 9.

This policy applies to orders placed directly with LabelsAgent. Mandatory rights under applicable law remain unaffected. Separate written terms agreed for a business order apply where lawful; they do not remove rights that cannot legally be excluded.

We assess goods against the confirmed order specifications, approved artwork, relevant samples, and our written product commitments. We never apply an undisclosed tolerance to dismiss a claim.

Resolution Options

Where only part of an order is affected, the remedy normally addresses that part — unless the problem undermines the use of the whole order or applicable law gives you wider rights. Any legal right to reject goods or choose a remedy takes priority over our normal reprint process, and you never have to accept store credit instead of a refund you're entitled to.

If delivery fails, we compare the order address, any address change we agreed to, the shipping label, and the carrier's stated reason for failure. We don't assume every failed delivery is the customer's fault. If the failure was caused by incorrect or incomplete information you supplied, and we used the correct agreed information:

• We help request an address correction, collection, or redelivery where available.
• You may be responsible for reasonable, documented additional correction, return, storage, or reshipping costs caused by that error, where permitted by law — explained before we request payment.
• If the parcel returns to us in usable condition, we contact you to arrange shipment to a confirmed address. We don't automatically refund correctly produced personalized goods merely because the original delivery failed or you decline to pay reasonable redelivery costs.
• If you request cancellation instead, we assess whether cancellation is available under the contract and applicable law. Any permitted deduction reflects actual, reasonable, non-recoverable losses, accounts for costs saved or recovered, and avoids double recovery. Where lawful, the retained amount may include the price of completed personalized goods that cannot reasonably be resold.
• If the parcel is lost or destroyed, we investigate the cause and available recovery options before assessing responsibility. An incorrect address does not automatically forfeit the entire order value.

If we used an address incorrectly, omitted information you supplied, or failed to use a change we had confirmed, we bear the reasonable costs of correcting our error and provide any remedy required by law.

If a parcel cannot be delivered or is awaiting collection or customs action, we make reasonable efforts to contact you using the details on your order. Please respond promptly — carriers may impose collection or return deadlines.

If non-delivery is caused by your failure to collect the parcel or complete a responsibility clearly disclosed before purchase, we assess reasonable additional costs using the principles in Section 6. We don't apply an automatic no-refund rule to all refused or unclaimed parcels.

Any customer responsibility for import charges must be disclosed before purchase. We will not charge you again for taxes or duties already included in your order or promised as paid by us. If our paperwork or fulfilment error caused the problem, we address it at our expense. Charges paid directly to customs or a carrier may require a separate recovery process, without limiting any remedy we owe you.

Refusing delivery because goods are faulty, or because you're validly exercising a legal cancellation right, is treated under the relevant legal rules — not as customer misconduct. Please notify us clearly if you wish to cancel; refusing or failing to collect a parcel alone may not communicate a valid cancellation.

If we cannot meet an agreed dispatch date, we notify you, explain the revised timing, and provide the cancellation and refund options required by applicable law. A personalized order is not automatically exempt from these rights.

• US orders: for orders covered by the FTC Mail, Internet, or Telephone Order Merchandise Rule, we follow its shipment-delay notice, consent, cancellation, and refund requirements. Where no shipment time is stated, the Rule generally uses a 30-day shipment period. Required refunds are never replaced with future-order credit.
• EU & UK consumer orders: applicable delivery and cancellation rights remain available — including rights arising after an additional reasonable delivery period or, where applicable, immediately when an essential agreed date is missed or delivery is refused by us.

Customs processing, weather, or carrier congestion may explain a delay, but do not automatically remove statutory remedies. If an order is validly cancelled because of a qualifying delay, we refund the amounts required by law, including applicable delivery charges.

For standard, non-personalized sample packs or stock goods, we offer a voluntary return period of 30 days from delivery. Contact us within that period and return the goods within 14 days of our return instructions. Under this voluntary offer, goods must be unused and complete. We refund their product price without a fixed restocking fee; original and return shipping are not refunded for a voluntary change-of-mind return unless stated otherwise or required by law.

Eligible EU and UK consumers may instead use their statutory withdrawal right by notifying us within 14 days of receiving non-exempt goods and sending them back within 14 days after that notification. Under this right, we refund the product price and the basic standard outward delivery charge. Premium delivery upgrades are not refundable beyond that standard amount. Direct return costs are payable by you only if we informed you before purchase. No automatic restocking fee applies; only a lawful deduction for diminished value from handling beyond what is needed to inspect the goods may apply.

Statutory withdrawal refunds are due within 14 days of your cancellation notice, although where lawful we may withhold reimbursement until we receive the goods or evidence of return, whichever is earlier. Our voluntary unused-goods condition does not restrict lawful inspection or defect claims.

Please contact us before returning goods so we can provide the correct destination and practical instructions — don't send goods to the dispatch address unless we confirm it's suitable. These arrangements are for coordination and do not make a valid statutory cancellation dependent on our permission. For a defect or error we're responsible for, we arrange return or cover reasonable necessary return costs; where return is unnecessary, we may confirm in writing that you can retain or dispose of the goods. We never require you to destroy evidence before your claim is assessed.

We normally issue refunds within 5 business days after the refund amount is established and any lawful return condition is met — and always within any earlier applicable legal deadline. We don't delay establishing an entitlement to avoid a deadline. Required FTC refunds follow the Rule's timetable; relevant EU and UK deadlines also take priority.

Refunds go to the original payment method where possible, or another method agreed with you without additional refund fees. Bank or payment-provider posting time can vary; we provide confirmation once the refund has been issued.

A full refund for an entirely undelivered or validly rejected order includes delivery charges where required. For partial refunds, we explain the affected goods, shipping treatment, and any lawful deduction. We don't deduct our payment-processing fees from a statutory refund, and we don't require you to accept store credit.

Damage caused solely by improper storage, application contrary to instructions, misuse, or wear consistent with the agreed product is not a manufacturing defect. However, these exclusions don't apply where our product description, instructions, or agreed recommendation was incorrect, or the goods failed to meet a purpose we agreed to meet.

Consumer-specific rights depend on the legal status and purpose of the transaction. A genuine business purchase may be governed by different rules and agreed commercial terms — but calling an order "B2B" does not remove rights that legally apply to it.

Nothing in this policy limits non-excludable rights or prevents you from using available payment-provider, marketplace, or legal dispute procedures. Contacting us is encouraged but does not extend or replace their filing deadlines. Changes to this policy do not retrospectively reduce rights or commitments attached to an existing order.