Every Croco Print order is made to order, from the file or artwork you send us. This page explains what can be replaced or refunded, what cannot, and how to proceed. It supplements our terms and conditions of sale (articles 9 to 11), which prevail.
No right of withdrawal on customised products
The 14-day withdrawal period provided for online purchases does not apply to goods made to the consumer's specifications or clearly personalised (article L221-28 3° of the French Consumer Code). This is the case for everything we print from your file: custom textiles, posters, stickers, flyers, business cards, copies and DTF transfer sheets. A confirmed order is therefore put into production and can no longer be cancelled or returned, except in the cases below.
Confirming your order, or the proof when one is offered to you, constitutes acceptance of the artwork as it appears in the designer or as you sent it. Take the time to check the spelling, framing and resolution before confirming: the preview shown is faithful to what will be printed.
What qualifies for a replacement
Your purchases are covered by the legal guarantee of conformity (articles L217-3 et seq. of the French Consumer Code, two years from delivery) and the guarantee against hidden defects (articles 1641 et seq. of the French Civil Code). We take back at our expense any product that shows:
- a manufacturing defect: incomplete print, smudge, misalignment, cut outside the trim line, transfer that does not adhere;
- a non-compliance with the order: wrong size, wrong garment colour, wrong format, missing quantity;
- a parcel damaged in transit, with damaged products.
What does not
- a spelling mistake, text or an element missing from the artwork you sent and approved;
- blurry or pixelated artwork because the file sent was low resolution, even though the designer had warned you;
- framing or positioning that matches the approved preview;
- a slight difference in shade between your screen and the print: screens display with light, inks with reflection, and no screen is calibrated like a press;
- a change of mind, a garment size mistake on your part, or a duplicate order.
In these situations, write to us anyway: we can often reprint at a reduced price.
How to report a problem
- Check your parcel on receipt. If the box is damaged, note it on the carrier's delivery slip or in the pick-up point app.
- Write to us within 7 days of receipt by e-mail at contact@crocoprint.fr, with your order number and photos of the product and the packaging. A written message lets us keep a record of the report and handle your request without delay.
- We reply within two working days. Do not send anything back before we agree: in most cases, photos are enough and no return is needed.
- If a return is useful, we send you a prepaid label or offer drop-off at the workshop, 9 rue de Saint-Gilles in Nîmes.
Reprint or refund, your choice
Once the defect is confirmed, you choose between:
- a reprint of the product concerned, given priority in our workshop and shipped at our expense;
- a refund of the product concerned and its share of shipping costs, to the payment method used for the order, within 14 days at the latest after our agreement.
When only part of the order is affected, the remedy covers that part. Return costs, when a return is requested, are borne by us.
Order not received
If the tracking shows a delivery you have not received, or if the parcel has not moved for several days, contact us: we open an enquiry with the carrier. If the parcel is declared lost, we reprint or refund, your choice, without waiting for the end of the enquiry beyond 15 days.
Disputes
If we cannot reach an agreement within 60 days, you can refer the matter free of charge to the consumer mediator named in article 11 of our terms and conditions of sale, or to the European online dispute resolution platform.