Refund policy

Return & Refund Policy

Thank you for shopping at Swappyprint. We truly appreciate your business and want you to be completely happy with your custom puzzle. Because every puzzle is made just for you, please read the following guidelines carefully to understand our policies.

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1. Pre-Print Design Validation

Before we print your puzzle, we will share a proof or mock-up of the design for your approval. If you are not completely satisfied with the design at that stage, you may request a cancellation and receive a full refund. We will not proceed with printing until you have confirmed that you are happy with the final proof.

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2. Customized Products

• Made to Order: All of our puzzles are individually printed and customized based on your specifications, so we cannot resell or repurpose them.
• No Returns on Custom Orders: Unless your custom puzzle arrives defective, damaged, or incorrect, we are unable to accept returns. Please see the “Damages and Issues” section if you believe your order qualifies for a return.

Note for EU Customers: Under EU consumer law, there is typically a 14-day cooling-off period. However, this right does not apply to custom or personalized goods. Because your puzzle is made specifically for you, the 14-day return period does not apply unless the product is defective or not as described.

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3. Damages and Issues

1. Inspect on Arrival: Please check your puzzle as soon as it is delivered.
2. Defects, Damage, or Wrong Item: If you notice a defect, damage, or receive the wrong puzzle, please contact us immediately at info@swappyprint.com. We’ll do our best to help resolve the problem quickly.
3. Return Window: You must notify us within 5 days of receiving your puzzle if you need to request a return for damage or error. If approved, we’ll provide a prepaid return shipping label and instructions.

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4. Refunds for Approved Returns

• Inspection & Approval: Once we receive your returned item, our team will inspect it and let you know whether the refund is approved.
• Processing Time: If approved, we’ll process your refund to your original payment method within 10 business days.
• Bank/Credit Card Processing: Depending on your bank or credit card provider, it may take additional time for the funds to show in your account.
• No Refund Received: If more than 15 business days have passed since we approved your return, please contact us at info@swappyprint.com.

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5. Exchanges

Because each puzzle is custom-printed, we unfortunately cannot offer an exchange for a new design. If there is an issue with your order, please reach out, and we’ll help you find the best solution.

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6. Important Legal Notes

• United States: We comply with all applicable U.S. laws, including those requiring refunds for defective items if they are not fit for their intended purpose.
• European Union: For custom-made or personalized items, the usual 14-day cooling-off period does not apply unless the product is defective or not as described.

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7. Questions and Contact

If you have any questions about this policy, or if you need further assistance, please contact us:

Email: info@swappyprint.com
Address:
Swappyprint
Chemin des Vaulx 14
1228 Plan-les-Ouates
Switzerland

We appreciate your understanding and support of our custom products. We’ll do our very best to ensure a smooth and satisfactory experience for you!

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Last Updated: 21.03.2025