Reprint & Return Policy for Print-on-Demand Partners

Overview

This policy formalises how Printoteca handles reprints, reshipping requests, and returned parcels for our print-on-demand (POD) partners. It clarifies what we cover at our cost, where the responsibility sits between Printoteca and our partners, and how end customers are affected when a delivery issue occurs.

It applies to all POD partners and, by extension, to any end customer whose order is fulfilled by Printoteca on behalf of a partner brand.

1. Reprints — what we cover

Printoteca stands fully behind its production quality. Any order affected by an issue caused on our end will be reprinted at no cost to the partner. This includes:

• Print defects (misalignment, colour issues, cracking, missing elements);
• Embroidery errors (wrong placement, wrong colours, stitching defects);
• Wrong product, wrong size, or wrong variant shipped due to our packing error;
• Quality issues that fall outside the tolerances stated in our product specifications.

To request a reprint, the partner must submit clear photo evidence within 14 calendar days of the carrier's "delivered" timestamp. Printoteca's quality team reviews the case and, where the claim is validated, schedules the reprint with priority production.

2. Reshipping after carrier-confirmed delivery — not covered

Printoteca cannot absorb the cost of reprinting or reshipping orders that the carrier (FedEx, DHL, GLS, Sameday, FAN, or any other contracted courier) has marked as delivered.

Once a parcel is scanned as delivered at the address on file, the matter is considered closed between Printoteca and the partner. Any further dispute — package not found at the address, theft from the doorstep, signature challenges, recipient claims they did not receive the order — sits between the partner and their end customer.

What this means in practice: if a partner chooses to reship to their end customer in this scenario, the partner is invoiced at standard production and shipping cost.

3. Returned parcels — 90-day warehouse hold

When a parcel is returned to Printoteca because the recipient refused delivery, the address was incorrect, or the carrier failed to deliver after the allowed attempts, we hold the parcel in our warehouse for up to 90 calendar days. This is well above the 30-day industry standard.

During the 90-day window:

• The partner can request reshipment at any time;
• Reshipment is invoiced at carrier cost (no reprint fee, since the original product is intact);
• The partner is responsible for verifying the corrected delivery address before reshipment.

After 90 days have elapsed, Printoteca will reach out to the partner before disposing of, repurposing, or otherwise handling the parcel. No action is taken without prior notice.

4. Responsibility split

Printoteca owns: production quality, packaging integrity, on-time handover to the carrier, and reprints for defects caused on our end.

The partner owns: the relationship with the end customer, the accuracy of the shipping address submitted to Printoteca, communication with the end customer about delivery exceptions, and any commercial decision to refund, replace, or reship at the partner's expense.

5. What this means for end customers

If you are an end customer who placed an order with one of our partner brands and you are experiencing a delivery issue, please contact the brand you purchased from directly. The partner brand is your point of contact for:

• Tracking updates and delivery status questions;
• Reporting a missing parcel after the carrier marked it delivered;
• Refunds, replacements, or reshipments — these are decided by the brand;
• Returns of unwanted items (subject to the brand's own return policy).

Printoteca produces and ships on behalf of the brand and does not have access to end-customer accounts or order histories on the brand's side.

6. Print quality claims — what to send

To process a reprint claim quickly, partners should submit:

• Order number and the SKU(s) affected;
• High-resolution photos of the defect (front, back, and close-up of the affected area);
• A photo of the shipping label or the box, if relevant;
• A short description of the defect.

Submit claims to your account manager or to hello@printoteca.ro.

Updated on: 22/05/2026