Returns Instructions

These instructions explain how to return a product purchased from Printosaur.com under the right of withdrawal and what to do if the product is damaged, incorrect or does not match the confirmed order.

Please contact us before sending a product back. This helps us identify the order and process the return more efficiently.

1. Seller information

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

2. When can a product be returned?

A product may be returned where:

1. you exercise the statutory 14-day right of withdrawal;
2. the product arrives damaged;
3. the wrong product was delivered;
4. the product does not match the confirmed order;
5. an item or component is missing;
6. the product otherwise fails to conform to the contract.

The right of withdrawal and rights relating to defective or non-conforming goods are separate procedures.

3. Return under the 14-day right of withdrawal

A Consumer may normally withdraw from a distance contract within 14 days without giving a reason.

The period begins on the day after:

• the product is received;
• the final product is received where products from one order are delivered separately;
• the final part is received where a product is delivered in several parts.

To exercise the right, send us an unambiguous withdrawal notice before the deadline.

The notice may be sent:

By email: info@printosaur.com
By post: Pārogres gatve 43, Ogre, Latvia, LV-5001

You may use the Printosaur.com model withdrawal form or send a clear free-form statement.

The right is exercised on time where the notice is sent before the end of the 14-day period. Keep evidence that the notice was sent.

4. Information to include in the return request

Please include:

• your name;
• order number;
• email address or telephone number;
• the product and quantity being returned;
• a clear statement that you are withdrawing from the distance contract;
• the date of the request;
• your bank account details only where a refund cannot technically be made through the original payment method.

You do not have to state a reason for withdrawal. Voluntary feedback is nevertheless appreciated.

5. Deadline for sending the product

After sending the withdrawal notice, return or hand over the product without undue delay and no later than 14 days after the notice was sent.

The deadline is met where the product is dispatched before the 14-day return period expires.

6. Return address

Send the product to:

Viktors Silovs IK
Pārogres gatve 43
Ogre, Latvia
LV-5001
Telephone: +371 29998616

Before dispatch, notify us at info@printosaur.com.

Include the order number inside the shipment or clearly on the package. Do not send a product without enough information to identify the order.

Cash-on-delivery shipments are not accepted unless agreed with us in writing beforehand.

7. Preparing the product for return

Package the product securely to prevent damage in transit.

Where applicable, include:

• the product;
• all components;
• accessories and instructions;
• the original packaging, where retained;
• the order number;
• a copy of the return request.

The absence of the original packaging does not automatically remove the right of withdrawal. The customer must nevertheless package the product safely.

We recommend photographing the product, its contents and packaging before dispatch.

8. Inspection and diminished value

During the withdrawal period, the product may be handled only to the extent necessary to establish its nature, characteristics and functioning, in the same way as would normally be possible in a physical shop.

The customer may be responsible for diminished value where the product:

• was used beyond what was necessary for inspection;
• was damaged by the customer;
• is returned incomplete;
• was altered or installed in a way that reduces its value;
• was inadequately packaged and damaged in transit.

Any deduction is assessed individually and proportionately. No contractual penalty is charged for exercising the right of withdrawal.

9. Return costs

When exercising the right of withdrawal, the customer bears the direct cost of returning the product unless we have agreed in writing to cover it.

Use a tracked delivery method and retain the dispatch receipt until the return has been completed.

Where a product is damaged, incorrectly delivered or non-conforming because of a matter for which the Seller is responsible, the Seller will cover reasonable return costs or provide another free solution.

10. Refunds

When the right of withdrawal is validly exercised, we refund:

• the price paid for the product;
• the original standard delivery charge.

Where the customer selected a delivery method more expensive than the cheapest standard method offered by us, the additional difference is not refunded.

The refund is made without undue delay and no later than 14 days after receiving the withdrawal notice.

We may withhold the refund until:

• the returned product has been received; or
• the customer provides evidence that it has been dispatched,

whichever occurs first.

Refunds are normally issued through the original payment method unless another method is expressly agreed. No additional refund fee is charged.

11. Personalised and custom-made products

The 14-day right of withdrawal does not normally apply to products that:

• are made to the customer’s individual specifications;
• contain a selected name, text, image or logo;
• are manufactured from a customer-supplied 3D model;
• are adapted to a customer-specified size, shape or configuration;
• are otherwise clearly personalised.

A personalised product cannot normally be returned merely because the customer has changed their mind, provided that the customer was properly informed of the exception.

This does not restrict the customer’s right to submit a claim where the personalised product is damaged, incorrectly manufactured or does not match the confirmed order.

12. Damaged, incorrect or non-conforming products

Where a product is damaged, incorrect or does not match the order, do not immediately send it back without contacting us.

Email info@printosaur.com and include:

• the order number;
• a description of the issue;
• the date on which the product was received;
• photographs of the product and packaging;
• a video where useful;
• the solution you are requesting.

Depending on the circumstances, we may offer to:

• correct the non-conformity;
• manufacture or send a replacement;
• send a missing component;
• reduce the price;
• accept the product back and issue a refund where legally appropriate.

The fact that a product is personalised does not remove the Seller’s responsibility to provide a product that conforms to the order.

13. Shipment damaged in transit

Where the outer packaging is visibly damaged on delivery:

1. notify the courier or collection point where reasonably possible;
2. photograph the outer packaging before opening it;
3. photograph the shipping label;
4. photograph the internal packaging and product;
5. retain all packaging until the matter has been resolved;
6. contact info@printosaur.com as soon as reasonably possible.

This evidence helps us make a claim against the carrier and resolve the matter more efficiently.

14. Remove personal information

Where a returned product or storage medium may contain personal information, remove it before return where this is technically possible and does not damage the product.

Do not include:

• payment-card information;
• passwords;
• copies of identity documents;
• other unnecessary sensitive personal data.

15. Receipt and inspection of a return

After receiving the shipment, we will:

1. identify the order;
2. inspect the product and its contents;
3. confirm the reason for return;
4. request further information where required;
5. issue the refund or propose another appropriate solution.

Processing may be delayed where the shipment does not include an order number or customer contact details.

16. Return checklist

Before dispatch, make sure that:

• you have submitted a withdrawal notice or claim;
• the applicable deadline has not expired;
• the order number is included;
• the product is complete;
• the product is securely packaged;
• photographs have been retained;
• a tracked delivery method is used;
• the dispatch receipt and tracking number are retained.

17. Return enquiries

For questions concerning returns, contact:

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