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Return & Refund Policy

Last updated

Most of what we sell is made for you after you order — printed on demand, often with your own photo, name or words — or is a digital artwork we create from what you send us. This policy explains what happens if something goes wrong, when you can cancel, and the legal rights you have wherever you live. It applies to orders placed on beldisegno.com. Orders placed in one of our marketplace shops follow the policy shown on that marketplace; your legal rights apply either way.

If something is wrong with your order

If an item arrives defective, misprinted, damaged, or different from what you ordered or approved — or never arrives — we will replace it free of charge or, if you prefer, refund it in full. You do not need to send the item back.

  • Email support@beldisegno.com with your order number and photos of the problem (for transit damage, the packaging too).
  • Please contact us within 30 days of delivery, or of the end of the estimated delivery window for a lost parcel, so that we can still check the problem with our production partner and the carrier.
  • This 30-day window is our own promise. It does not shorten your legal rights, which last longer — see "Your legal rights" below.

Not a fault: a change of mind; a size or colour chosen by mistake; a spelling or detail in personalisation that you supplied or approved; an incorrect address entered at checkout; slight colour differences between your screen and the printed product; and damage from washing that did not follow the care instructions. Even then, contact us and we will try to find a fair solution.

Digital artwork and other digital services

If a digital result does not match what you ordered, or has an error on our side, tell us and we will correct it or create it again at no charge. If we cannot put it right, we refund it. We cannot refund a change of mind about a file that has been delivered, except where the 14-day right below still applies.

Changing or cancelling an order

Production starts soon after you order, so contact us as quickly as you can. If production has not started, we will change the order or cancel it and refund you in full. Once a personalised item has been made, it cannot be resold, so we cannot cancel it for a change of mind.

The 14-day right of withdrawal (EU, EEA, United Kingdom and Switzerland)

If you are a consumer living in the European Union, Iceland, Liechtenstein, Norway or the United Kingdom, the law gives you the right to withdraw from an online purchase within 14 days without giving a reason. We give customers in Switzerland the same right, although Swiss law does not require it.

When the right applies

  • Items that are not personalised — for example a product with one of our own designs that you chose only by size and colour. The 14 days start on the day you, or someone you name (other than the carrier), receive the item; for an order delivered in several parcels, on the day you receive the last one.
  • Digital content and digital services (digital artwork, downloads and credit packs) — the 14 days start on the day of your purchase, subject to the exception below.

When the right does not apply

  • Personalised items. The right does not apply to goods made to your specifications or clearly personalised — for example with your name, text, photo, uploaded artwork, or a design you created or changed in our editor (EU Consumer Rights Directive, Article 16(c); UK Consumer Contracts Regulations, regulation 28(1)(b)). You can still rely on everything in "If something is wrong with your order" and on your legal rights for faulty goods.
  • Digital content and services delivered at your request. When you buy digital artwork, a download or a credit pack and, at checkout, you agree that we start delivering straight away and confirm that you understand you then lose your right of withdrawal, the right ends once delivery of the digital content has begun, or once the digital service has been fully performed (Consumer Rights Directive, Article 16(a) and (m); Consumer Contracts Regulations, regulations 36 and 37). If you withdraw from a service after asking us to start it but before it is complete, you pay a proportionate amount for what was provided before you told us. If you did not give that agreement, the 14-day right applies in full and we refund any part not yet delivered or used.

How to withdraw

To withdraw, tell us of your decision with a clear statement — by email to support@beldisegno.com or by post to BelDisegno, 6 Greenbriar Rd, North York, ON M2K 0H6, Canada — before the 14 days run out. You may use the model form below, but you do not have to. If you email us, we will confirm receipt by email without delay. It is enough to send your message before the period ends.

What happens next

  • We refund everything you paid, including the standard delivery cost (not any extra cost of a faster delivery you chose), within 14 days of the day you told us, using the payment method you used, at no fee to you.
  • For physical items, we may wait to refund until we have received the item back or you have shown proof that you sent it, whichever is first.
  • Send the item back without undue delay and no later than 14 days after telling us, to the return address we give you when we confirm your withdrawal. It may be outside your country. You pay the direct cost of returning the item.
  • You are responsible for any loss in value caused by handling the item beyond what is needed to check its nature, characteristics and functioning.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

  • To: BelDisegno, 6 Greenbriar Rd, North York, ON M2K 0H6, Canada, support@beldisegno.com
  • I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*) / for the supply of the following digital content or service (*):
  • Ordered on (*) / received on (*):
  • Order number:
  • Name of consumer(s):
  • Address of consumer(s):
  • Signature of consumer(s) (only if this form is sent on paper):
  • Date:

(*) Delete as appropriate.

Customers in Quebec

If you live in Quebec, the Consumer Protection Act applies to your purchase. Among other things, it lets you cancel a distance contract within 7 days of receiving a copy of it if we did not give you the information the Act requires, or at any time before delivery if we do not deliver within 30 days of the date agreed (or of the contract, if no date was agreed). After you cancel, we refund you within 15 days, and if we do not, you may ask your credit card issuer to reverse the charge. The legal warranty of quality — that goods are fit for their purpose, last a reasonable time and match their description — applies to every purchase and cannot be excluded.

Your legal rights

Nothing in this policy limits the rights you have under the consumer law of the place where you live. In particular:

  • European Union and EEA: a legal guarantee of conformity lets you claim repair, replacement, a price reduction or a refund for goods that are faulty or not as described, for at least 2 years from delivery.
  • United Kingdom: under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described; you have a short-term right to reject faulty goods within 30 days and further rights to repair, replacement or a refund after that. Digital content and services carry similar rights.
  • Canada and the United States: provincial and state consumer protection laws, and any implied warranties that cannot lawfully be excluded, continue to apply.

Refunds

Approved refunds go back to your original payment method, normally within 5 to 10 business days of approval; your bank may take longer to show it. Withdrawal refunds follow the 14-day rule above, and Quebec cancellations the 15-day rule.

Contact

Email support@beldisegno.com or write to BelDisegno, 6 Greenbriar Rd, North York, ON M2K 0H6, Canada. A person reads every message.