Returns & Refunds

Order cancellation

Orders can be cancelled or modified before they enter production. Production typically begins within one business day of payment (sooner for orders without sample requests). To cancel, contact us as soon as possible with your order number.

Once production has started

UV-printed bottles are produced in batches per design. Once a print job is queued and the white ink base has been applied, the bottles cannot be repurposed for another customer. This means:

• Design changes are not possible
• Quantity changes are not possible
• Cancellation is not possible without forfeiting production costs

Approved samples

For orders that include a printed sample, the full production run starts only after you approve the sample. The sample is intended to give you a real, printed bottle to verify before committing to the full quantity.

What sample approval confirms

• The artwork is correct and final
• The colours, contrast, and detail render acceptably on the chosen bottle
• The print placement and size meet your standards
• You authorise production of the full run on this basis

Once you approve the sample, the full production run is produced to match it. We cannot reprint or refund the full run for issues that were visible on the approved sample. Where the full-run quality deviates from the approved sample, the standard defects policy (Section 3) applies.

Filing a quality complaint

To process a quality complaint as efficiently as possible, please provide the following:

1. Order number

Found in your order confirmation email or invoice. This is the fastest way for us to locate the production batch and approved artwork.

2. Description of the issue

What you received vs what you expected. A few sentences is enough — we don't need a long write-up.

3. Photos

Daylight photos of the affected bottles. If possible, include one shot showing the issue clearly and one showing the bottle alongside your approved artwork or sample.

4. Quantity affected

How many bottles out of the order are affected. This determines whether we reprint a small batch or the full run.

We aim to confirm receipt of your complaint within one business day. Resolution typically takes 3–5 business days, depending on whether replacement bottles need to be reprinted.

Refunds — method & timing

Approved refunds are processed within 10 business days via the original payment method.

Refund by payment method

• Credit card: Refunded to the same card. Appears on your statement within 5–10 business days, depending on your card issuer.
• Bank transfer (iDEAL, SEPA): Refunded to the originating bank account.
• Net-terms invoice: Credited against your next invoice or refunded by bank transfer, whichever is more convenient.

Partial refunds

Partial refunds are possible when only part of an order is affected (for example, a small batch of defective bottles within a larger order). The refunded amount reflects the affected units.

Returns shipping & risk

If a return is approved as part of a defect or transport damage claim:

• We provide a prepaid return label by email
• Original packaging is preferred but not required — reuse the carton your order arrived in if possible
• Risk of loss in transit transfers to Uviqs once the carrier collects the package
• Bottles do not always have to be returned when an issue has occurred. We will inform you when a return is not necessary.

For non-approved returns (i.e., outside the defect or damage process), shipping costs are borne by the customer and we cannot guarantee acceptance of the return. Please contact us before sending anything back.

Print warranty

All Uviqs UV-printed bottles carry a 6-month manufacturing warranty from the date of delivery, covering print durability under normal use.

What the warranty covers

• Print fading or discoloration under normal use
• Print peeling or flaking
• Adhesion failure of the UV print

What the warranty does not cover

• Damage caused by improper use (mechanical impact, dropping, abrasive cleaning)
• Normal wear from extended daily use beyond the warranty period
• Scratches from sharp objects, abrasive surfaces, or contact with other bottles in transport
• Bottles modified, repainted, or further decorated after delivery
• Damage from dishwasher use, as dishwashers are not recommended for UV-printed bottles

Warranty claims follow the same process as production defect claims (Section 3 and Section 7). Photograph the issue, provide your order number, and email us within the warranty period.

Statutory consumer rights

Uviqs sells primarily to business customers (B2B). The terms of this policy reflect that context. Where applicable consumer protection law grants additional rights — for example to consumers buying via our store outside their professional capacity — those statutory rights are not affected by this policy.

Specifically:

• The 14-day right of withdrawal under the EU Consumer Rights Directive does not apply to business-to-business transactions.
• For consumer purchases of custom-made goods, the right of withdrawal is also excluded by law (Article 16(c) of the Directive).
• Statutory warranty rights for conformity (e.g., the EU goods directive) apply where applicable and run alongside our 6-month print warranty.

If you are uncertain whether you are buying as a business or a consumer, contact us before placing your order.

Disputes & resolution

We aim to resolve every complaint directly and amicably. If we cannot reach a satisfactory resolution through normal contact:

• EU customers may submit a complaint via the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr
• Disputes are governed by Dutch law
• The competent court is the court of the district in which Uviqs is established, unless mandatory law provides otherwise

We strongly prefer to resolve issues directly — escalation to a dispute resolution platform or court is a last resort.

Contact

For any return, refund, or quality complaint, please contact us through the channel where your order was placed, or via our general contact form. Include your order number — this allows us to respond faster and locate your production batch immediately.

We usually respond to returns and refunds queries within one business day during normal business hours. Time-sensitive cases (active production, upcoming events) are handled with priority.