Withdrawal Exception for Personalised Products

Printosaur.com offers both standard products and products manufactured or adapted according to a customer’s individual choices.

Before ordering a personalised product, carefully check all submitted text, dimensions, models, colours, images and other instructions. Products made to your specifications or clearly personalised may not benefit from the standard 14-day right of withdrawal.

1. Seller information

The Printosaur.com online store is operated by:

Legal name: Viktors Silovs IK
Registration number: 40002231115
Registered address: Pārogres gatve 43, Ogre, Latvia, LV-5001
Email: info@printosaur.com
Telephone: +371 29998616

In this document, Viktors Silovs IK is referred to as “we”, “us” or the “Seller”.

2. General right of withdrawal

A consumer purchasing goods under a distance contract normally has 14 days to withdraw from the purchase without giving a reason.

The law provides several exceptions. One applies to goods that:

• are made to the consumer’s specifications; or
• are clearly personalised.

The standard 14-day withdrawal right does not apply to such goods.

3. What is a product made to the customer’s specifications?

Goods made to a consumer’s specifications are non-prefabricated goods manufactured on the basis of an individual choice or decision made by the consumer.

Relevant factors may include:

• whether the product is manufactured only after the order is placed;
• whether the customer specifies individual dimensions or technical parameters;
• whether the product is adapted to a particular vehicle, device or object;
• whether a file, model or design supplied by the customer is used;
• whether the finished product can reasonably be sold to another customer without alteration;
• whether the personalisation forms a material part of the product.

The classification depends on the actual nature of the product and the customer’s individual choices.

4. Products to which the exception may apply

The exception may apply, for example, to:

• products bearing the customer’s name, initials or individual text;
• products containing a submitted logo, image or photograph;
• products manufactured from a customer-supplied 3D model;
• products manufactured to individual dimensions;
• parts adapted to a specific vehicle model or configuration;
• prototypes and one-off products;
• products whose form or construction is changed at the customer’s request;
• products manufactured from an individually approved design or proof;
• other products that cannot reasonably be offered to another customer after manufacture.

Each product is assessed according to its actual characteristics and the extent of personalisation.

5. When does the exception not apply automatically?

A product is not automatically personalised merely because:

• it was ordered online;
• it is produced after the order is received;
• the customer selected a standard product from a catalogue;
• it was taken from stock for a particular customer;
• its packaging was prepared for a particular order.

Selecting a standard option does not always make a product clearly personalised. The relevant question is whether the product is non-prefabricated, materially adapted or manufactured on the basis of an individual choice.

Where an unchanged standard product can reasonably be sold to another customer, the normal withdrawal rules will generally continue to apply unless another statutory exception applies.

6. Information provided before purchase

Before the customer confirms a personalised order, they must be clearly informed that the 14-day right of withdrawal does not apply to the relevant product.

The following notice may be displayed on the product page or during checkout:

I understand that the product will be made to my individual specifications or will be clearly personalised. The standard 14-day right of withdrawal will therefore not apply. This does not affect my rights if the product is defective or does not match the confirmed order.

The notice must be provided before the customer becomes bound by the order. The Seller is responsible for demonstrating that the required information was provided.

A customer acknowledgement helps document that the information was provided, but it does not turn a standard product into a personalised product. The factual conditions for the exception must still be satisfied.

7. Cancellation before production begins

The withdrawal exception may apply even where production has not yet begun.

The Court of Justice of the European Union has ruled that the exception for goods made to a consumer’s specifications does not depend on whether the trader has already started producing the goods.

Printosaur.com may nevertheless agree voluntarily to cancel or amend an order where:

• production has not started;
• materials have not been specially ordered or prepared;
• individual design work has not been completed;
• the requested change remains technically possible;
• cancellation would not cause disproportionate costs.

Any such cancellation is a voluntary agreement and not a statutory right of withdrawal.

To request a change or cancellation, contact info@printosaur.com as soon as possible and include the order number.

8. Customer responsibility for submitted information

Before confirming an order, the customer should carefully check:

• names and other text;
• dates and numbers;
• dimensions;
• vehicle, device or part model;
• colour and material;
• uploaded images and files;
• any proof submitted for approval;
• other information required for production.

Where the product has been manufactured correctly according to information supplied and approved by the customer, an error in that information is not, by itself, a defect caused by the Seller.

Where you notice an error before production, contact us immediately. We will try to make the correction where it remains technically possible.

9. Defective or non-conforming products

The withdrawal exception does not remove the customer’s right to receive goods that conform to the contract.

A customer may submit a claim where a personalised product:

• does not match the approved design or proof;
• contains incorrect text because of an error made by the Seller;
• does not match the agreed dimensions or specifications;
• arrives damaged;
• cannot be used for the agreed purpose;
• otherwise fails to conform to the contract.

The right of withdrawal and rights relating to defective or non-conforming goods are separate legal protections. The fact that a product is personalised does not allow the Seller to reject a valid conformity claim.

10. Submitting a claim

Claims may be submitted to:

Email: info@printosaur.com
Telephone: +371 29998616
Postal address: Pārogres gatve 43, Ogre, Latvia, LV-5001

Please include:

• your name and contact details;
• order number;
• a description of the issue;
• the solution requested;
• photographs of the product and packaging;
• any other relevant evidence.

11. Legal basis

This withdrawal exception is based on:

• Paragraph 22.3 of Latvian Cabinet Regulation No. 255, Regulations Regarding Distance Contracts;
• Article 2(4) and Article 16(c) of Directive 2011/83/EU;
• the judgment of the Court of Justice of the European Union of 21 October 2020 in Case C-529/19.

Applicable law also requires the consumer to be informed before conclusion of the contract where no right of withdrawal is available.

12. Contact details

For questions about a personalised order, order amendments or the right of withdrawal, contact:

Viktors Silovs IK
Registration number: 40002231115
Registered address: Pārogres gatve 43, Ogre, Latvia, LV-5001
Email: info@printosaur.com
Telephone: +371 29998616