Withdrawal, cancellation and returns
There are three separate situations here and they are genuinely different. Lumping them together into “custom orders are non-refundable” would be both misleading and unlawful, so this page keeps them apart.
1. Unprinted blanks — you have 14 days
If you buy a blank without any printing, the ordinary consumer right of withdrawal applies in full. Under articles L221-18 to L221-28 of the French Code de la consommation you may withdraw from the contract within 14 days of receiving the goods, without giving any reason and without penalty.
- Tell us within those 14 days, using the model form below, an email to support@trendsseason.site, or any other unambiguous statement.
- Send the goods back within 14 days of telling us. Return postage is at your expense unless the item was faulty or we sent the wrong thing.
- We refund everything you paid, including the standard outbound delivery charge, within 14 days of receiving the goods back — or of you proving you sent them, whichever is earlier. The refund goes back by the same means you paid, at no charge to you.
- You are only liable for any loss of value caused by handling the goods beyond what is needed to establish their nature and characteristics.
2. Printed pieces — the withdrawal right does not apply
Once a piece has been printed with artwork you supplied, it is made to your specification and clearly personalised. Article L221-28 3° of the Code de la consommation excludes such goods from the 14-day right of withdrawal, and that exclusion is what allows us to press a single jersey to order rather than hold stock.
We are required to tell you this before you commit, so we tell you three times: in the studio when you upload your artwork, on every line in your cart, and as a separate tick box at checkout that is never pre-ticked. Our server refuses to create an order if that box was not ticked.
No 14-day withdrawal on printed items
Once a piece has been printed with your artwork it is made to your specification, so the 14-day right of withdrawal does not apply to it. You can still cancel in full at any time before it enters the press.
A faulty print, the wrong specification or the wrong item is a different matter entirely: those are always replaced, reprinted or refunded.
3. Before it goes into the press — cancel in full, for any reason
The exclusion above bites the moment production starts, not the moment you pay. So you get a real window in between:
- Every order carries a cancellation deadline of 24 hours from checkout, or the moment the piece enters the press, whichever comes first.
- Within that window you can cancel any line, or the whole order, for any reason at all, and receive a full refund including delivery. No restocking fee, no explanation required.
- The exact deadline is shown in three places so it cannot be missed: the studio panel, every cart line, and your order confirmation email.
- To cancel, email support@trendsseason.site with your order reference, or call +33 7 63 04 90 75 during opening hours.
If your artwork is refused at review, we cancel the affected line ourselves and refund it in full, whether or not the window has closed. You are never charged for something we declined to print.
4. Faults, mistakes and wrong items — always put right
This is separate from withdrawal and is not affected by personalisation in any way. Regardless of whether a piece was custom-printed:
- a defective or damaged item is replaced, reprinted or refunded;
- a print that does not match the file you approved is reprinted at our cost;
- the wrong specification, the wrong size or the wrong blank is our error and we correct it at our cost;
- a missing or wrongly delivered parcel is our responsibility to resolve.
Both statutory guarantees — the garantie légale de conformité (articles L217-3 and following of the Code de la consommation) and the garantie des vices cachés (articles 1641 and following of the Code civil) — apply to custom-printed pieces exactly as they do to anything else. They are set out on the legal guarantees page.
Important — What is not a fault
Seam whitening, the colour shift on a poly-cotton blend, and colours flagged as out of gamut before you ordered are inherent properties of dye-sublimation, not manufacturing defects. We publish, photograph and measure all three before you pay precisely so that they are never a surprise. They are described in full on the process limits page.
5. Model withdrawal form
For unprinted blanks. Copy this into an email to support@trendsseason.site, or post it to the address below.
To TRENDS SEASON SARL, 34 Boulevard Chasseigne, 86000 Poitiers, France — support@trendsseason.site
I/we (*) hereby give notice that I/we (*) withdraw from my/our (*) contract of sale of the following goods (*):
Ordered on (*) / received on (*):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
(*) Delete as appropriate.
6. How to reach us about any of this
Email: support@trendsseason.site
Telephone: +33 7 63 04 90 75 — Monday to Friday, 09:00–17:00 CET (closed on French public holidays)
Post: TRENDS SEASON SARL, 34 Boulevard Chasseigne, 86000 Poitiers, France
If we cannot resolve something between us, you can take it to a consumer mediator free of charge. See complaints and mediation.