Refund policy

Last updated: 22 July 2025

1. Scope

This policy applies to purchases made at plugraphics.com. It is governed by EU consumer law (Directive 2011/83/EU, § 312g BGB) and our own service terms.

2. No right of withdrawal for personalised products

Most products in our shop are individually customised according to your specifications (e.g. printed with your own design or label). In many cases, labels are professionally applied to the product (e.g. jars, bags, tubes) prior to dispatch.

These items are excluded from the statutory right of withdrawal under § 312g (2) 1 BGB. We do not accept returns, cancellations or refunds based on personal preference, ordering mistakes or change of mind.

3. Exceptions: Non-personalised products

In rare cases, we may offer clearly non-personalised products (e.g. blank accessories or supplies). If no personalisation or made-to-order elements are involved, the statutory 14-day right of withdrawal for consumers (§ 355 BGB) applies — provided the product is explicitly marked as eligible on the respective product page.

4. Optional file check service

All uploaded designs and files are processed as provided. We do not automatically review your files for layout or content issues.

However, we offer an optional control (or file) service to review your design for common issues such as:

  • Incorrect placement in the template
  • Missing bleed or margins
  • Visible borders or cropping risks

This is a visual check only and does not include legal, linguistic or design advice. If you do not select this service, you are solely responsible for the correctness of your files.

5. Digital services (design, animation, etc.)

Our digital services (e.g. design and animation work) are customised to your requirements. Before we begin, we clarify your needs and obtain your approval for the scope of work. You expressly consent to the start of service performance and acknowledge that your right of withdrawal expires once the service has begun, pursuant to § 356 (5) BGB.

6. What if something is wrong with my order?

If your product or file arrives damaged, defective, misprinted or clearly incorrect, please contact us within 7 days of delivery. We will arrange a replacement or refund at no cost to you — and you do not need to return the item.

How to report a problem:

  1. Email support@plugraphics.com
  2. Include:
    • Your order number
    • Clear photos or screenshots (for physical or digital products)
    • A brief description of the issue

7. Contact

For any support or order-related enquiries, please contact:

Plugraphics
support@plugraphics.com

Returns are not accepted unless authorised in advance. A return address will be provided only in the event of a valid, defect-related issue. Please note that our fulfilment setup does not allow for unsolicited returns or exchanges.

8. Legal notice

According to §§ 312g (2) 1 and 356 (5) BGB, there is no statutory right of withdrawal for:

  • Goods made to customer specifications or clearly personalised
  • Digital content or services, once performance has begun with your consent

If your purchase qualifies for a statutory withdrawal right (e.g. in the case of non-personalised items), this right will apply in accordance with applicable consumer protection laws.

By placing an order, you acknowledge and accept these terms.

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