Returns and Complaints

This return and complaint policy describes the conditions under which a customer can return goods purchased from the Prindinurk OÜ online store prindinurk.ee and how to submit a complaint about defective or non-conforming goods.

The owner of the online store is:

Prindinurk OÜ
Registration code: 17489005
Address: Uuslinna tn 5-2, Lasnamäe linnaosa, 11413 Tallinn, Harju county
Email: info@prindinurk.ee
Phone: +372 53 870 415

1. General Information

Prindinurk OÜ offers printing and textile solutions, including DTF printing, textile branding, ready-made transfers, heat press services, and products made according to customer design or wishes.

The handling of returns and complaints is based on the legislation in force in the Republic of Estonia, the online store's terms of sale, and this policy.

Consumers generally have the right to withdraw from a contract concluded online within 14 days of receiving the product. If a product has a defect, the seller is responsible to the consumer for the non-conformity of the goods with the contract terms for two years.

2. 14-day right of withdrawal

The consumer has the right to withdraw from the purchase of a standard product from the online store within 14 days of receiving the goods.

To exercise the right of withdrawal, the customer must send a clear withdrawal statement to Prindinurk OÜ at the email address info@prindinurk.ee.

The withdrawal statement should include:

• customer's name;
• order number;
• product to be returned;
• date of receipt of goods;
• reason for return, if the customer wishes to include it;
• customer's contact details.

In case of withdrawal, the goods must be returned without delay, but no later than 14 days from the submission of the withdrawal statement.

3. Which products can be returned?

Standard products that have not been manufactured according to the customer's personal needs or special requests can be returned.

The returned product must be:

• unused;
• undamaged;
• unsoiled;
• in original packaging, if possible;
• in the same completeness as when handed over to the customer.

The customer may examine the product in a manner similar to what would be possible in a physical store. If the product has been used more than necessary to ascertain its nature, characteristics, and functioning, Prindinurk OÜ may reduce the refunded amount in proportion to the decrease in the product's value.

4. Which products cannot be returned?

The right of withdrawal does not apply to products made to the customer's personal needs or according to the customer's specified conditions.

For Prindinurk OÜ, for example, the following are not returnable:

• clothing printed with the customer's logo;
• products made based on the customer's design or print file;
• products with personalized text;
• custom-made DTF transfers;
• prints made to the customer's desired size, quantity, or design;
• products made based on the customer's approved design;
• other custom-made or personalized products.

This means that if a product is custom-made according to the customer's order, design, logo, file, text, color choice, size, or other personal preference, it cannot be returned under the standard 14-day right of withdrawal.

The limitation of the right of withdrawal does not exclude the customer's right to file a complaint if the product is defective or does not conform to the order.

5. Products made to order

It is important to distinguish between standard products and products made to the customer's special request.

If a product is made only after an order is placed, but it is a standard product without the customer's personal print, logo, design, or other special request, the 14-day right of withdrawal may apply.

If a product is made based on the customer's personal request, file, logo, design, text, or other special solution, the standard right of withdrawal does not apply.

6. Return costs

Direct costs associated with the return are borne by the customer, unless the reason for the return is an error by Prindinurk OÜ or a defective product.

If the returned goods are damaged, used, or their value has decreased due to the customer's actions, Prindinurk OÜ has the right to deduct the decrease in the goods' value from the refunded amount.

If the customer returns goods without a prior withdrawal statement or sends back a product to which the right of withdrawal does not apply, Prindinurk OÜ may refuse to accept the return or refund the money.

7. Refunds

If the customer is entitled to a refund, Prindinurk OÜ will refund the amount paid for the goods to the customer no later than 14 days from the receipt of the withdrawal statement.

Prindinurk OÜ may delay the refund until the goods have been returned or until the customer has provided proof of return of the goods.

Refunds are generally made to the same payment method used by the customer for the purchase, unless otherwise agreed by the parties.

In case of withdrawal, the trader must refund the money without delay, but no later than 14 days; within the same period, the consumer must return the goods to the seller.

8. Defective or incorrect product

If the customer receives a defective, damaged, or non-conforming product, Prindinurk OÜ must be notified as soon as possible by email at info@prindinurk.ee.

The notification should include:

• customer's name;
• order number;
• description of the defect or error;
• photos of the product, packaging, and defect;
• customer's contact details.

In the case of a defective or incorrect product, Prindinurk OÜ will assess the situation and offer a suitable solution depending on the case.

Possible solutions may include:

• repair of the product;
• replacement of the product;
• manufacturing of a new product;
• price reduction;
• refund.

9. Right to file a complaint

If a product or service has a defect, the customer has the right to file a complaint with Prindinurk OÜ.

In the case of a service, the consumer has the right to file a complaint with the service provider within two years from the receipt of the service.

When filing a complaint, the customer must describe the defect as accurately as possible and include photos or other evidence to help assess the situation.

Prindinurk OÜ will respond to the complaint as soon as possible, but no later than within the period stipulated by law.

10. When is a complaint not satisfied?

A complaint may not be satisfied if the defect or damage occurred due to the customer's action or negligence.

Such cases may include, for example:

• improper washing, drying, or care of the product;
• disregard of care instructions;
• normal wear and tear of the product;
• mechanical damage after the goods have been handed over to the customer;
• result due to a low-quality or incorrect print file provided by the customer;
• error in the customer's approved design, text, color, size, or placement;
• use of the product in a way for which it is not intended.

If the customer approves the design, text, logo, placement, or other order detail, the order will be manufactured based on the approved information. In such a case, a result stemming from the customer's approved data is not considered an error by Prindinurk OÜ.

11. Color differences and manufacturing specifics

In the case of printed products, it should be noted that the color tones visible on the screen may differ from the actual print color.

Color differences may be influenced by, for example:

• customer's screen settings;
• file color profile;
• material composition and color;
• printing technology;
• heat pressing conditions;
• technical specificities of the production process.

Minor color, placement, or size tolerances that result from the production process and do not significantly affect the use of the product are not automatically considered a defect.

If a color difference, placement error, or other problem is significant and results from an error by Prindinurk OÜ, it will be treated as a complaint.

12. Errors arising from print files

The customer is responsible for ensuring that the print file, logo, image, text, or design provided is correct, of high quality, and suitable for production.

Prindinurk OÜ is not responsible for errors arising from material provided by the customer, such as:

• low-resolution file;
• blurry or pixelated image;
• incorrect size;
• incorrect text;
• spelling errors;
• incorrect logo;
• incorrect color file or color profile;
• background that the customer did not want but was included in the file;
• incorrect placement of design elements in the customer's file.

If Prindinurk OÜ notices an obvious technical problem before production, the company may contact the customer, but the customer is ultimately responsible for the correctness of the submitted and approved material.

13. How to return goods?

To return goods, please contact us by email at info@prindinurk.ee and submit a withdrawal statement or return request.

Prindinurk OÜ will provide the customer with instructions on where and how to return the goods.

Goods must be packed in a way that prevents damage during transport.

The customer is responsible for the preservation of the returned goods until they reach Prindinurk OÜ, unless otherwise agreed by the parties.

14. Return or complaint form

To submit a return or complaint, you can use the following form and send it to the email address info@prindinurk.ee.

Customer name:
Email address:
Phone:
Order number:
Date of receipt of goods:
Product to be returned or defective:
I wish to: return / file a complaint
Description:
Photos attached: yes / no

15. Dispute resolution

Prindinurk OÜ and the client will attempt to resolve all disagreements through negotiations.

If the client and Prindinurk OÜ do not reach an agreement, the consumer has the right to contact the Consumer Protection and Technical Regulatory Authority or the consumer dispute committee.

16. Contact

For questions related to returns and complaints, you can contact:

Prindinurk OÜ
Email: info@prindinurk.ee
Phone: +372 53 870 415

Last updated: 26.05.2026