EU Returns & Refunds

Last updated: 4 September 2026

This page applies to consumers in the European Union who order from printew.com when an EU destination is offered at checkout. It sits alongside our general Refund Policy. Nothing here limits mandatory EU consumer rights.

Seller. CIUSLABS LIMITED, trading as Printew, company number 79494494, Rm B53, 2/F, Kwai Shing Industrial Building Phase 1, 36–40 Tai Lin Pai Road, Kwai Chung, Hong Kong. Email: support@printew.com.

14-day withdrawal (cooling-off) right

Where EU distance-selling rules give you a right of withdrawal, you may cancel the contract within 14 days of receiving the goods (or of concluding the contract where applicable), without giving a reason, by clear notice to support@printew.com (include your order number).

Made-to-order / personalized goods. Many Printew items are produced to your specification after you order. Where EU law allows an exception for goods made to the consumer’s specifications or clearly personalized, the 14-day withdrawal right may not apply once production has begun or the goods are personalized. We will tell you if a product is excluded when you contact us. If the exception does not lawfully apply to your order, your withdrawal right remains.

If withdrawal applies and you return goods as instructed, we refund the price paid (and standard delivery cost where required by law) using the original payment method without undue delay and within the statutory timelines after we receive the goods or you prove you sent them back.

Defective, damaged, or incorrect items

Independently of withdrawal, if an item arrives misprinted, damaged, defective, or different from your order, email support@printew.com as soon as possible with your order number and clear photos. After review we will provide a repair, replacement, refund, or other remedy required by EU consumer sales rules.

How to return

Do not ship anything until we reply with instructions. Returns are by mail to the address we provide. We do not offer in-store drop-off. Return postage for lawful withdrawal may be your responsibility unless the law or our error requires otherwise; for confirmed defects or our error we cover return postage we authorize. We do not charge a restocking fee for approved eligible defect or incorrect-item cases.

Exchanges

For defects or incorrect items we may offer a replacement of the same or an approved alternative, or a refund. Change-of-mind size exchanges outside withdrawal rights are not offered as a routine service.

Refund timing

Approved refunds go to the original payment method. We normally initiate refunds within 5–10 business days after approval (and within statutory deadlines where they are shorter or longer). Your bank may take additional time to post the credit.

Legal notice

This page is a storefront summary for customers. It is not legal advice. Local implementing rules in your member state may add detail. Email support@printew.com for order-specific help.