Returns and refunds
Everything is made to order, so please check sizes and measurements before you pay.
Custom bags
Our bags are made to the measurements you enter in the configurator. Because they are made to your specifications, the 14-day right of withdrawal does not apply to them, and we do not accept returns or give refunds for custom bags because you changed your mind or entered the wrong measurements.
This does not affect your rights if a bag is defective or not as ordered. See "If something is wrong" below.
Posters
Posters are printed from our own designs. You have 14 days from the day you receive your poster to tell us that you want to cancel, without giving a reason. Write to trefalke@trefalke.com with a clear statement, for example "I withdraw from my order" and your order details.
Send the poster back within 14 days of telling us. Please write to us first for the return address, and do not send it to the print partner. You pay the direct cost of returning it. We refund the price and the original standard shipping within 14 days of receiving your notice, to the payment method you used. We may wait until the poster is back with us or you show that you sent it. We may reduce the refund if the poster has lost value because it was handled more than needed to check it.
If something is wrong
If your order arrives damaged, misprinted, or is not what you ordered, write to trefalke@trefalke.com as soon as you notice it and attach photos. We will reprint or replace it, or refund you if that is not possible.
You also have the statutory right to complain about defects for two years after you receive the goods, as long as you tell us within a reasonable time after finding the defect.