Effective 2026-07-26 · version launch-2026-07-26
How to report a problem
Customers must contact Printy at info@watchkeeper.app and provide their order number, a description of the problem, and clear photographs where relevant. Printy aims to respond within 2 business days.
Customers must not send products to Printy, the manufacturer, or any other address unless Printy first provides written return instructions.
Damaged, defective, incorrect, or non-conforming products
For products that arrive damaged, defective, incorrectly printed, or materially different from the confirmed order, Printy will investigate the matter through its internal production and fulfilment processes and provide the resolution required under applicable consumer law.
An internal production outcome may inform the investigation, but the customer-facing decision remains consistent with Printy's own legal obligations as the seller. Where applicable, return costs for defective or non-conforming goods are borne by Printy.
Personalized products and change of mind
Personalized or made-to-order products are not accepted for return or refund solely because the customer changed their mind, selected the wrong option, or no longer wants the product, where the applicable legal exception for personalized goods is valid.
This exception does not affect rights relating to damaged, defective, incorrect, late, or otherwise non-conforming goods, and it does not apply where mandatory law does not permit the exception.
Refunds
Where a refund is required, Printy will return the relevant amount through the original payment route unless another lawful method is expressly agreed. The time for the payment provider to display a completed refund can vary.
Nothing in this policy limits a mandatory legal guarantee, chargeback right, or other remedy that cannot lawfully be excluded.