Refund and Returns Policy

Last updated: 9dec2025

Thank you for shopping at plaq.studio.

Because we create personalized, made-to-order products, our return policy follows the EU legal framework for customized goods.

1. No Returns for Personalized Products (EU Law Exception)

All items sold on plaq.studio are custom-made based on the city name and design you select.

Under Article 16(c) of the EU Consumer Rights Directive, the right of withdrawal does not apply to:

“goods made to the consumer’s specifications or clearly personalized.”

Therefore:

We do not accept returns or refunds for personalized items unless the product is defective or produced incorrectly due to our mistake.

2. Quality & Accuracy of the Product

Before placing an order, customers can:

  • view the exact 3D preview of their customized sign
  • review product colors and materials as displayed on the website
  • view real photos of printed samples for realistic quality expectation

We print using high-quality settings and provide clear product information so customers can make an informed purchase.

3. Reporting a Defect (48 Hours)

If your item arrives damaged, incorrect, or defective:

  • You must report the issue within 48 hours of delivery
  • Include clear photos of the item and packaging
  • Email: support@plaq.studio (or the address you prefer)

We will review the case and offer support.

4. When a Refund or Replacement Is Possible

We will provide a refund or replacement if:

  • The item was printed incorrectly due to our error
  • The item arrives damaged
  • The printed item does not match the preview due to a production mistake
  • There is a manufacturing defect affecting usability or quality

We may not require the product to be returned, depending on the issue.

If a return is necessary, we will discuss this with the customer directly.

5. When Refunds Are Not Possible

Refunds or returns are not available if:

  • The customer entered the wrong personalization text
  • The customer simply changes their mind
  • The product matches the preview and description
  • Minor surface variations inherent to 3D printing are present
  • The colors differ slightly due to screen/device variations

Because each item is produced individually, we cannot restock or resell returned personalized items.

6. Return Shipping Costs

If a return is required:

  • The customer pays return shipping, unless we instruct otherwise after reviewing the defect
  • We may choose alternative solutions (refund without return, partial refund, or replacement)

We always try to resolve issues fairly and efficiently.

7. Order Cancellations

Because production begins immediately:

  • Orders cannot be cancelled once the customization process has started
  • If you contact us quickly (before generation/printing has begun), cancellation may be possible, but cannot be guaranteed

8. Customer Support

We encourage customers to contact us with any questions or concerns:

support@plaq.studio

We aim to respond quickly and assist wherever possible.

9. EU Consumer Rights

This policy is compliant with EU legislation regarding:

  • custom-made goods
  • defective products
  • consumer rights in Belgium and the EU

All customers within the EU are protected under applicable law.