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FAQ: Returns & cancellations

What rights do my customers have to cancel orders?

Prodigi is domiciled in the UK.

All European online retail platforms must adhere to the Consumer Contracts Regulations which came into force in the UK on 13 June 2014 (replacing the Distance Selling Regulations).

These regulations outline the various rights consumers have when it comes to cancelling orders which aren’t required. However, there are a number of exemptions to these rules and the types of product we create (and you, therefore, sell) fall under those items that you are unable to return once received, unless there is a defect with the product.

The circumstances where the Consumer Contracts Regulations won’t give you a right to cancel include perishable items, CDs, DVDs, pharmaceutical products and software if you’ve broken the seal on the wrapping. Exemptions are also made for tailor-made or personalised items. All print on demand products are tailor made, custom-made and bespoke to the end-consumers individual specifications and no order would exist unless a personalised commission was provided.

This means you may cancel your order at any stage, provided we have not initiated production for your order or dispatched the relevant products to you or your customer. To do this you must notify us in writing at the address above or by sending an email to

If the client returns the product, where will it be sent?

There is no option to set your return address for orders. We do not accept returns of unwanted items but we may collect damaged or incorrect items for investigation.

What happens if the recipient’s address was wrong?

If the recipient’s address was wrong, then you’re held responsible. The delivery service will usually send the package back to the return address (which will be one of our print labs).

If the package is returned to us, then we’ll contact you and clarify the recipient’s address before reshipping at your cost. However, packages are not always returned. In this case, you will have to make another order of the product to send to the recipient.

If a customer returns a print for a refund, how would that be handled?

Any returns or problems that occur because of our error will be handled at our expense.